BUSINESSES
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Information for Business Customers
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Contact<br/>Us
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Business<br/>Charges
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Non-Household<br/>Leak Allowance
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Our<br/>Performance
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Accredited<br/>Entities
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Standpipe<br/>Hire
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Additional<br/>Services
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RWG<br/>Alignment
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Non-household questionnaire
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Smart<br/>water meters
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INFORMATION FOR BUSINESS CUSTOMERS
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<p><b>The Non-Household Water Market</b></p><p>On 01 April 2017 the non-household water market opened for business meaning eligible premises are no longer restricted to buying their water retail services from their regional water company, instead eligible premises are able to choose who they receive their water retail services from. Retail services include billing, bill payment and non-emergency call handling. The opening of the non-household water market was driven by a Government initiative called Open Water and the purpose is to encourage competition in the water industry as well as non-household customers having access to better and more tailored services.</p><p><b>What is a Retailer?</b></p><p>Retailers are the primary contact point for non-household customers and hold the main relationship with the non-household customer. Retailers compete with each other to provide the best services and deals for non-household customers.</p><p><b>What is a Wholesaler?</b></p><p>Portsmouth Water are not a water retail company, they are a Wholesale company only meaning you cannot choose to have your water retail services provided by Portsmouth Water, but Portsmouth Water remains responsible for the water network in our area of supply.</p><p><b>Where can I find out more information?</b></p><p>More information on the non-household water market along with a list of current water retailers can be found at <a href="https://www.open-water.org.uk/">https://www.open-water.org.uk/</a>.</p>

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CONTACT US
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<p><img class="alignright wp-image-12782 size-medium" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/10/slide4-300x169.jpg" alt="" width="300" height="169" /></p><p><strong>Our opening hours are Monday – Friday from 08:30 – 16:30.</strong></p><p>For operational queries please contact our Wholesale Service Desk using the below details:</p><p>Phone: <strong>02392 449081</strong><br />Email: <a href="mailto:wholesaleservicedesk@portsmouthwater.co.uk">wholesaleservicedesk@portsmouthwater.co.uk</a></p><p>For settlement and credit queries please contact our Finance team using the below details:</p><p>Phone: 02392 499888<br />Email: <a href="mailto:AR.finance@portsmouthwater.co.uk">AR.finance@portsmouthwater.co.uk</a></p><p>For any escalations, please contact our Business Markets Manager using the below details:</p><p>Email: <a href="mailto:sam.dawson@portsmouthwater.co.uk">sam.dawson@portsmouthwater.co.uk</a></p><p>Our postal address details are:</p><p>PO Box 99<br />West Street<br />Havant<br />Hampshire<br />PO9 1LG</p>

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CHARGES
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Network Access Code: <p>The Company's Access Code covers details of the access principles and guidance for water supply entrants wishing to utilise the Company's network for supplying new customers.</p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/Network-Access-Code-Version-17-.pdf" target="_blank">Click here to view</a></p>

<p>Please email any questions to our Wholesale Service Desk at <a href="mailto:wholesaleservicedesk@portsmouthwater.co.uk">wholesaleservicedesk@portsmouthwater.co.uk</a></p>

Compliance Code: <p>The Company also has a Compliance Code produced under Condition R of our Instrument of Appointment for dealing with Potential Licensed Water Suppliers and Inset Appointees.</p>

<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/03/Compliance-Code-March-2021.pdf" target="_blank" rel="noopener">Compliance Code March 2021</a>

Wholesale Scheme of Charges: <h3>2026-27</h3>
<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/SCHEME-OF-CHARGES_WHOLESALE_-2026-2027.pdf" target="_blank" rel="noopener">Scheme of Charges Wholesale 2026-2027</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Wholesale-charges-assurance-statement-26-27-redacted.pdf" target="_blank" rel="noopener">Wholesale Charges assurance statement for 2026-27</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Wholesale-Statement-of-Significant-Changes-26-27-v2.pdf" target="_blank" rel="noopener">Wholesale Statement of Significant Changes 2026-27</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Wholesale-Charges-Non-household-2026-27.xlsx" target="_blank" rel="noopener">NHH Primary & Non-primary Charges 2026-27</a></p>

<p><a href=https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/NAV2-NAV-Final-methodology-statement.pdf" target="_blank" rel="noopener">NAV Final Methodology Statement for 2026-27</a></p>

<p><a href=https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/NAV-charges-assurance-statement-redacted.pdf" target="_blank" rel="noopener">NAV Charges Assurance Statement (redacted) for 2026-27</a></p>

<h3>2025-26</h3>
<p>To view our 2025-26 Wholesale Scheme of Charges please - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/01/SCHEME-OF-CHARGES_WHOLESALE_-2025-2026.pdf" target="_blank" rel="noopener">click here</a></p>
<p>To view the Statement of Significant Changes to Bills 2025-2026 - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/01/Statement-of-Significant-changes-2025-26.pdf" target="_blank" rel="noopener">click here</a></p>
<p>To view our Wholesale Charges and accompanying assurance statement for 2025/26 - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/01/Wholesale-Charges-Statement-of-Board-Assurance-2025-26.pdf" target="_blank" rel="noopener">click here</a></p>
<p>To view our Wholesale Primary and Non-Primary Charges – <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/02/Wholesale-Charges-Non-household-2025-26.xlsx" target="_blank" rel="noopener">click here</a></p>

<p>To view additional information on our 2025-26 Wholesale price increases - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/04/RWG-charges-information-for-businesses-April-2025.pdf" target="_blank">click here</a></p>

<p>To view our Bulk Supply Charges for NAVs please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/02/NAV-charges-2025-26.pdf" target="_blank" rel="noopener">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site, please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/02/NAV-ready-reckoner-2025-26.xlsx" target="_blank" rel="noopener">click here</a></p>

<h3>2024-25</h3>

<p>To view our 2025-26 Wholesale Scheme of Charges please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/01/SCHEME-OF-CHARGES_WHOLESALE_-2024-2025_AS-AT-25-JANUARY-2024-v1.pdf" target="_blank">click here</a></p>

<p>To view the Assurance Statement accompanying the 2024-25 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/01/Wholesale-Charges-Assurance-Statement.pdf" target="_blank">click here</a></p>

<p>To view our draft Wholesale Charges and accompanying assurance statement for 2024/25 <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/10/Draft-Wholesale-Charges-Assurance-Letter-2024-25.pdf" target="_blank">click here</a></p>

<p>To view our Bulk Supply Charges for NAVs please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/02/Portsmouth-Water-Bulk-Supply-Charges-for-NAVs-2024-25_FINAL.pdf" target="_blank">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site, please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/02/NAV-Tariff-Workings-2024-25-Website.xlsx" target="_blank">click here</a></p>


<h3>2023-24</h3>

<p>To view our 2023-24 Wholesale Scheme of Charges please <a href="">click here</a></p>

<p>To view the Assurance Statement accompanying the 2023-24 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/01/Final-Wholesale-Charges-Covering-Letter-2023-24-FINAL.pdf">click here</a></p>

<p>To view our draft Wholesale Charges and accompanying assurance statement for 2023/24 <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/10/Portsmouth-Water-Draft-Wholesale-Charges-Covering-Letter-2023-24-FINAL.pdf" target="_blank">click here</a></p>

<p>To view our letter to Ofwat outlining early information on bill increases please click <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/12/PRT-Early-Information-about-Bill-Increases-Final.pdf" target="_blank">here</a></p>

<p>To view our Bulk Supply Charges for NAVs please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/02/Portsmouth-Water-Bulk-Supply-Charges-for-NAVs-2023-24_FINAL.docx" target="_blank">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site, please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/02/NAV-Tariff-Workings-2023-24-Website.xlsx" target="_blank">click here</a></p>


<h3>2022-23</h3>

<p>To view our 2022-23 Wholesale Scheme of Charges please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/01/SOC_WHOLESALE_2022-23.pdf " target="_blank">click here</a></p>

<p>To view the Assurance Statement accompanying the 2022-23 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/01/Portsmouth-Water-Final-Wholesale-Charges-Assurance-Letter-2022-23.pdf">click here</a></p>

<p>To view our Statement of any significant changes to Charges 2022-23 <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/07/Statement-of-any-significant-changes-to-2022.docx" target="_blank">click here</a></p>

<p>To view our Bulk Supply Charges for NAVs please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/03/Portsmouth-Water-Bulk-Supply-Charges-for-NAVs-2022-23_FINAL.pdf">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site, please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/03/NAV-Tariff-Workings-2022-23-FINAL.xlsx">click here</a></p>

<h3>2021-22</h3>

<p>To view our 2021-22 Wholesale Scheme of Charges please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/01/SOC_WHOLESALE_2021-22-1.pdf">click here</a></p>

<p>To view the Assurance Statement accompanying the 2021-22 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/01/Assurance-Statement-Wholesale-13-January-2021.pdf">click here</a></p>

<p>To view our Statement of any significant changes to Charges 2021-22 <a href="/wp-content/uploads/2021/01/Statement-of-any-significant-changes-to-2022.pdf" target="_blank">click here</a>.</p>

<p>To view our Bulk Supply Charges for NAVs please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/02/Portsmouth-Water-Bulk-Supply-Charges-for-NAVs-2021-22.pdf">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site, please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/02/NAV-Bulk-Supply-Price-2021-22.xlsx">click here</a></p>

<h3>2020-21</h3>

<p>To view our <strong>revised</strong> 2020-2021 Wholesale Scheme of Charges please <a href="/wp-content/uploads/2020/03/SOC_WHOLESALE_2020-21_REVISED-MARCH-2020.pdf" target="_blank">click here</a></p>

<p>To view the <strong>revised</strong> Assurance Statement accompanying the 2020-21 Wholesale Scheme of Charges <a href="/wp-content/uploads/2020/03/Assurance-Statement-Wholesale-20-March-2020.pdf" target="_blank">click here</a></p>
<p>To view our Statement explaining why we have revised our Wholesale Charges Scheme for 2020/21 please <a href="/wp-content/uploads/2020/03/PW-Statement-Charges-for-2020.pdf" target="_blank">click here</a></p>

<p>To view our Bulk Supply Charges for NAVs please <a href="/wp-content/uploads/2020/04/Potsmouth-Water-Bulk-Supply-Charges-for-NAVs-2020-21.docx">click here</a></p>

<p>To calculate a Bulk Supply Charge for any potential NAV site,  please <a href="/wp-content/uploads/2020/05/NAV-Bulk-Supply-Price-2020-21.xlsx">click here</a></p>


<h3>2019-20</h3>
<p>To view our 2019-2020 Wholesale Scheme of Charges please <a href="/wp-content/uploads/2019/01/SOC_WHOLESALE_2019-20.pdf" target="_blank">click here</a></p>

<p>To view the Assurance Statement accompanying the 2019-20 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/news/publications/access-code/assurance-statement-wholesale-9-january-2019-3/" rel="attachment wp-att-7929">click here</a></p>

To view our Bulk Charges for NAV’s please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2019/07/Bulk-Charges-for-NAVs.pdf">click here</a>


<h3>2018-19</h3>
<p>To view our 2018-2019 Wholesale Scheme of Charges please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2018/01/SOC_WHOLESALE_2018-19.pdf" target="_blank">click here</a></p>

<p>To view the Assurance Statement accompanying the 2018-19 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2018/01/Assurance-Statement-for-Wholesale-Charges-2018-19-9-January-2018.pdf">click here</a></p>

<h3>2017-18</h3>

<p>To view our 2017-2018 Wholesale Scheme of Charges please <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/SOC_WHOLESALE_2017-181.pdf">click here</a></p>



<p>To view a spreadsheet of Portsmouth Water's Wholesale Tariffs for Non-household Customers for the year 2017/18 <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/Final-Wholesale-Charges-SOC-2017_18-published-13-January-2017.xlsx">click here</a></p>

<p> To view the Assurance Statement accompanying the 2017-18 Wholesale Charges Scheme <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/Assurance-Statement-13-January-2017.pdf" target="_blank">click here</a>

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<h3>2016-17</h3>

<p>To view our 2016-2017 Wholesale Scheme of Charges please<a href="/wp-content/uploads/2016/04/SOC_WHOLESALE_2016-17.pdf" target="_blank"> click here</a></p>



<p>To view a spreadsheet of Portsmouth Water's Wholesale Tariffs for Non-household Customers for the year 2016/17 <a href="/wp-content/uploads/2015/02/PRT-wholesale-charges-2016-17-Ofwat-template.xlsx" target="_blank">click here</a></p>

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<h3>2015-16</h3>

<p>To view our 2015-2016 Wholesale Scheme of Charges please <a href="/wp-content/uploads/2015/02/17F65957-7004-4E0B-9ED1-88223FE57D2A2.pdf" target="_blank"> click here</a></p>

<p>To view a spreadsheet of Portsmouth Water's Wholesale Tariffs for Non-household Customers for the year 2015/16 <a href="/wp-content/uploads/2015/02/BBCFB5CC-93CE-4F7E-8225-B340C8319D861.xls" target="_blank"> click here</a></p>





Invoicing Timetable: <h2>Non-Household Retailer Invoicing timetable and payment due dates</h2>
<p>In accordance with the requirements of the Wholesale-Retail Code Business Terms we have set out the invoicing timetable for Primary and Non-Primary charges.</p>
<h2>Primary Charges</h2>
<p>The timetable for Primary Charges is set out in the attached spreadsheet.  This has been split into two sections covering the Pre-Pay and Post-Pay options for ease of reference.  Other useful information including payment due dates has also been included. It should be noted that those lines shaded in grey with the identifier “E” are based on estimated dates which fall outside the published MOSL settlement timetable.  These are indicative only and will be updated as when the confirmed timetable is published.</p>


<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/02/Settlement-Calendar-Published-for-2022-2023-PRE-POST-.xlsx">Invoicing timetable Primary Charges April 2022 onwards</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2021/02/Settlement-Calendar-Published-for-2021-2022.xlsx">Invoicing timetable Primary Charges April 2021 onwards</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2020/02/Settlement-Calendar-Published-for-2020-2021.xlsx">Invoicing timetable Primary Charges April 2020 onwards</a></p>

<p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2019/02/Settlement-Calendar-published-for-19-20-final.xlsm">Invoicing timetable Primary Charges April 2019 onwards</a></p>

<p><a href="/wp-content/uploads/2018/02/Settlement-Calendar-2018-to-publish-has-been-formatted.xlsm" target="_blank">Invoicing timetable Primary Charges April 2018 onwards</a></p>
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<h2>Non-Primary Charges</h2>
<p>Invoices for Non-Primary Charges (as defined in our published Scheme of Charges) will be raised once the related works have been completed and approved and in any case not later than 10 business days after the end of the month in which such works have been completed and approved.  Payment terms, as specified by the Business Terms will fall to the later of; 30 days after the end of the month to which the invoice relates; and 15 days after the invoice is received by the Contracting Retailer.</p>

Temporary Disconnections and Vacancy Charging Policies.: <h2>Temporary Disconnections Charging Policy</h2>
<p>We will raise primary settlement charges for consumption recorded through a meter where the connection status is set to ‘temporarily disconnected’. No standing charges shall be raised.</p>

<h2>Vacancy Charging Policy</h2>
<p>We will raise primary settlement charges for consumption recorded through a meter where the supply point is vacant. No standing charges shall be raised.</p>

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NON-HOUSEHOLD CUSTOMER LEAK ALLOWANCE
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<p><strong>Non-Household Leak Allowance</strong></p><p>A leak could increase your water bill if you’re a metered customer. Depending on the circumstances and the location of the leak, non-household customers can sometimes claim an allowance to cover this cost. Allowance requests should be submitted to us via a non-household customers’ water retailer. You can view our leak allowance policy <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/04/NHH-Leak-Allowance-Policy-March-2025.pdf" target="_blank" rel="noopener">here</a>.</p><p><strong>What is a leak allowance?</strong></p><p>A leak which is located on the fittings of your water meter or on the pipework or fittings past your water meter will cause an increase in your consumption and your bill. In some circumstances you may be able to claim an allowance for the cost of the water charges lost due to the leak. Portsmouth Water’s policy is that we will provide a leak allowance in instances where the leak is on our water meter, the fittings of our water meter, on the supply pipe from our external stopcock to your internal stopcock, or public side of the boundary. We will not provide a leak allowance where the fault is on an internal fitting. Retailers are responsible for issuing bills to business customers and will be able to help you understand whether you could quality for a leak allowance, and help you apply for a leak allowance.</p><p><strong>How do you apply for a leak allowance?</strong></p><p>Initially, you should contact your water retailer to apply for a leak allowance. Your water retailer will send an application to us as your wholesaler. We will review the application and grant an allowance if the application meets our policy criteria. After your allowance has been calculated, we will apply the credit against the wholesale charges given to your retailer. Your retailer is then responsible for working out the retail charges and applying the total credit against your bill.</p><p><strong>How does Portsmouth Water work with retailers?</strong></p><p>We review each leak allowance application we receive on an individual basis. If any information is missing from the application, we will work with your retailer to obtain that information which may lead to your retailer requesting additional information from you. There are documented Service Level Agreements wholesalers must meet when a leak allowance application is submitted which ensures your retailer will receive a timely response from us as your wholesaler. We have regular account management meetings with our retailers where we discuss any potential complex leak allowance cases and our <a href="https://www.portsmouthwater.co.uk/business/#contact-us">Wholesale Service Desk</a> are contactable should your retailer require additional support.</p><p><strong>Do you suspect you have a leak?</strong></p><p>Please take a look at our Self Help Leak Test below to see how you could identify a potential water leak at your property.</p>

Self Help Leak Test [PDF]
<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/04/SELF-HELP-LEAK-TEST-NHH.pdf">https://www.portsmouthwater.co.uk/wp-content/uploads/2025/04/SELF-HELP-LEAK-TEST-NHH.pdf</a>
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Portsmouth Water Non-Household Customer Self Help Leak Test

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OUR PERFORMANCE
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<p><img class="alignright wp-image-12785" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/10/slide1-1-300x169.jpg" alt="" width="241" height="136" /></p><p>Market Operator Services Limited, (MOSL), monitor trading parties performance in key areas in line with the Market Performance Framework. Key areas for performance monitoring include; providing timely meter reading, processing switching requests and promptly investigating any supply/network queries.</p><p>MOSL split the performance standards in to two main areas:</p><p>Market Performance Standards (MPS) are designed to ensure market data is entered in to MOSL’s central system in a timely fashion.</p><p>Operational Performance Standards (OPS) are designed to ensure operational service requests between trading parties are resolved in a timely fashion.</p><p>Trading parties MPS and OPS performance can be viewed here; <a href="https://mosl.co.uk/market-insight/market-performance/trading-party-performance" target="_blank" rel="noopener">https://mosl.co.uk/market-insight/market-performance/trading-party-performance</a>.</p><p>Retailers also score Wholesalers on the service Wholesalers are providing to them through the R-MeX survey, and the results of the R-MeX survey can be viewed here; <a href="https://mosl.co.uk/chart/chartitems/rmex-dashboard" target="_blank" rel="noopener">https://mosl.co.uk/chart/chartitems/rmex-dashboard</a></p>

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ACCREDITED ENTITIES
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<p>Portsmouth Water recognises the Water Industry Registration Scheme – Accredited Entity (WIRSAE) and will allow accredited entities, under this scheme, to carry out the following defined activities on behalf of a Retailer:</p><ul><li>Temporary Disconnection and Re-Connection Non-Household Premises up to and including 40mm sized supply</li><li>Temporary Disconnection and Re-Connection Non-Household Premises over 40mm sized supply</li></ul><p>Details of the Lloyds Register WIRSAE Scheme, including the Generic Code of Practice, can be found here <a href="https://www.lr.org/en-gb/utilities/wirs-wirsae/wirs-accreditation/" target="_blank" rel="noopener">https://www.lr.org/en-gb/utilities/wirs-wirsae/wirs-accreditation/</a> .</p><p>Details of Portsmouth Water’s Addendum to the WIRSAE Generic Code of Practice can be found <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/12/AE-Addendum-19.12.2023.pdf">here</a>.</p>

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STANDPIPE HIRE
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<p><a href="https://www.aquamcorp.co.uk/services-technologies/water-services/licensed-standpipe-equipment"><img class="wp-image-9433 alignright" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2020/02/Aquam-Logo.jpg" alt="" width="200" height="115" /></a></p><h2>Our standpipe hire process has changed…</h2><p>From Saturday 1 February 2020 our contract partner Aquam Water Services Ltd has taken all standpipe hires and manages the end to end process. You can contact them via the below details:</p><div class="column one-third"><strong>Address</strong><br />5 Fairway Business Centre<br />Airport Service Road<br />Portsmouth<br />PO3 5NU</div><div class="column one-third"><strong>Telephone</strong><br />023 9269 5515</div><div class="column one-third"><strong>E-mail</strong><br /><a href="mailto:portsmouthwater@aquamcorp.co.uk">portsmouthwater@aquamcorp.co.uk</a></div><p> </p><p> </p><h2>Operating hydrants when attaching a standpipe</h2><ul><li>Clean out the hydrant pit of any debris</li><li>Spray the hydrant and standpipe with approved chlorine based spray solution</li><li>Do not apply any bending or sideways load to the standpipe</li><li>Operate the spindle at arms length</li><li>Always open and close the hydrant in a slow and controlled manner</li><li>Flush the hydrant to clear the connection point</li><li>Do not cross thread the outlet</li><li>Visually inspect the standpipe to confirm it is fitted correct</li><li>Do not stand directly over the hydrant</li><li>If any hydrant fails in operation, please report to Water Services immediately</li></ul>

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ADDITIONAL SERVICES
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<h4><img class="alignright wp-image-6395" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2018/01/water-meter.png" alt="" width="126" height="117" />Meter reading services</h4><p>Portsmouth Water can provide a meter reading service to retailers operating in our area of supply. To find out more, please contact our Wholesale Service Desk by email; <a href="mailto:wholesaleservicedesk@portsmouthwater.co.uk">wholesaleservicedesk@portsmouthwater.co.uk</a></p><h4>Alternative Credit Arrangements</h4><p>To find out about our Alternative Credit Arrangements on offer please refer to our <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/05/ALTERNATIVE-CREDIT-ARRANGEMENTS-FOR-NON-HOUSEHOLD-RETAILERS.pdf" target="_blank" rel="noopener">policy</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/ConservAqua-May-25-signed_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with ConservAqua</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Pozitive-Water-Signed-Copy-June-25-signed_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Pozitive Water</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Castle-June-25-Signed-Copy_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Castle Water</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Business-Stream-June-25-Signed-Copy_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Business Stream</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Waterscan_Jun_25-Signed-Copy_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Waterscan</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/HEINEKEN_June_25-Signed-Copy_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Heineken</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Stonegate_June_25-Signed-Copy_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Stonegate</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/Marstons_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with Marston</a></p><p><a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/07/John-Lewis_Redacted.pdf" target="_blank" rel="noopener">Signed agreement with John Lewis</a></p>

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RWG ALIGNMENT
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<h4>Alignment to RWG Good Practice Guidance</h4><p>The Retailer Wholesaler Group (RWG) is a MOSL trading party led group that covers operational terms and is made up from Retailers, Wholesalers, MOSL, CCW and Ofwat. The aim of the group is to promote and share good practice to improve customer service in the market.</p><p>The RWG have produced a number of ‘Good Practice Guides’. Further details of these Guides can be found on MOSL’s website <a href="https://www.mosl.co.uk/groups/rwg#scroll-good-practice-guides" target="_blank" rel="noopener noreferrer">here</a>.</p><p>Please see the table below illustrating our current alignment to each good practice guide.</p><p>[table id=20 /]</p><p>We review our policies each year and will always ask for feedback from Retailers when making any changes.</p><p>If you would like to discuss our policies or suggest any improvements, please contact our Wholesale Services team at <a href="mailto:wholesaleservicedesk@portsmouthwater.co.uk">wholesaleservicedesk@portsmouthwater.co.uk</a></p>

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SMART WATER METERS
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<h3 class="op_sm_page blue">Smart water meter rollout</h3>
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<p>We are upgrading all non-household (NHH) water meters to smart water meters as part of our commitment to improving water efficiency, reducing leakage, and supporting a more resilient water network.</p>
<p>Smart water meters will be rolled out by postcode zones, prioritised based on operational efficiency and water resource planning. Retailers will be notified in advance of installations in each zone.</p>
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[op_accordion_item title="Are smart water meters optional?"]
<p>No. It's up to all of us to protect our water and there is clear evidence that smart water meters help us do this. That's why we're only using smart meters from now and deploying them to everyone over the next 8 years.</p>
<p>We have a legal obligation to manage the water supply in our region as set out by our regulator. To protect our precious water, we need to make it much easier to find leaks and faults.</p>
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[op_accordion_item title="Will my billing change?"]
<p>There is no change to billing. Your retailer will continue to bill you as usual. Portsmouth Water, as the wholesaler, is only responsible for the meter infrastructure and data provision.</p>
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<h3 class="op_sm_page blue">About smart water meters</h3>
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[op_accordion_item title="What is a smart water meter?"]
<p>Traditional meters require manual readings or basic remote readings (AMR).</p>
<p>Smart water meters, also known as AMI meters automatically transmit data at regular intervals, enabling near real-time monitoring, leak detection, and improved data accuracy. We are installing Sensus 640C/640MC smart meters. These are advanced ultrasonic meters designed for high accuracy, long battery life, and compatibility with AMI (Advanced Metering Infrastructure) systems.</p>
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[op_accordion_item title="Will I be able to see my water usage data?"]
<p>Currently, usage data is shared with your retailer. Some retailers may offer customer portals or reports based on this data.</p>
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[op_accordion_item title="Do smart water meters need a wi-fi connection?"]
<p>Smart water meters don't need or use Wi-Fi. They communicate through a private and secure network.</p>
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[op_accordion_item title="How do I read my smart water meter?"]
<p>You don't need to read your smart water meter. All readings are communicated through the meter directly to us and shared with your retailer.</p>
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[op_accordion_item title="What information do smart water meters collect and share?"]
<p>Smart water meters collect and send data showing the flow of water into your property via a secure and private network.</p>
<p>Once we have installed a smart water meter, it will collect water consumption data and other data from your meter including:</p>
<ul>
<li>Your meter serial number</li>
<li>The type of meter you have installed</li>
<li>Meter readings that will tell us how much water you have used.</li>
<li>The meter monitors a number of alarm parameters which tell us that there may be a problem with your meter (e.g. continuous flow, backflow).</li>
</ul>
<p>All water consumption data, together with other data associated with your smart water meter will be shared with your water retailer. We will provide your retailer with:</p>
<ul>
<li>Regular consumption data (typically hourly).</li>
<li>Alerts for unusual usage patterns or potential leaks</li>
</ul>
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[op_accordion_item title="How secure is the data collected from my smart water meter?"]
<p>Data collected from your smart water meter is secure. Our <a href="https://www.portsmouthwater.co.uk/legal-notice">Customer Privacy Notice</a> has more information about the data we collect, what we use it for and how we look after it.</p>
<p>We also have a <a href="https://www.portsmouthwater.co.uk/legal-notice">Smart Water Meter Privacy Notice</a> with more information about smart water metering data.</p>
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[op_accordion_item title="Are smart water meters safe?"]
<p>Yes, UK Health Security Agency (UKHSA) has advised the radio waves produced by smart water meters aren't a risk to health. Our smart water meters are low powered, emitting far fewer radio waves than a mobile phone. They comply with UK and EU safety regulations.</p>
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[op_accordion_item title="What are Portsmouth Water's responsibilities as a wholesaler?"]
<p>As the wholesaler, we are responsible for:</p>
<ul>
<li>Installing and maintaining the smart water meters.</li>
<li>Ensuring data is collected and transmitted securely.</li>
<li>Providing consumption data to your retailer in line with market requirements.</li>
</ul>
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<h3 class="op_sm_page blue">Fitting the smart water meter</h3>
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<p>Our trusted partners, Cappagh, will fit your meter. They'll have ID cards, branded uniforms and van, so you know it's them. We'll place the new smart water meter where the existing meter is. In most cases, this is on the outside stop tap in the pavement or in a meter box outside your property. It takes around 30 minutes to complete the job. The technician will very briefly need to turn off the water supply to the property.</p>
<p>If, for any reason, we're not able to fit your meter as planned, we'll let you know what happens next.</p>
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[op_accordion_item title="Will there be any disruption to my water supply?"]
<p>Most installations are quick and non-intrusive. In rare cases where excavation or internal access is needed, we will notify you in advance.</p>
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[op_accordion_item title="What happens if there's a logger already installed?"]
<p>Before we survey, we will have communicated to the retailer where we believe there is a logger on the meter. They will have had had the opportunity to confirm that they are happy for us to exchange the meter.</p>
<p>If we discover a third-party logger during the initial survey or installation:</p>
<p>We will attempt to reconnect it to the new smart water meter where technically feasible.</p>
<p>If reconnection is not possible, we will abort the installation and contact the retailer to agree on next steps.</p>
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[op_accordion_item title="Can a smart water meter turn off my water supply?"]
<p>No. Smart water meters are not able to turn off your water supply.</p>
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