FAQs

What is the correct process for contacting your team?

If you have any general queries, please email: wholesalemarketservices@thameswater.co.uk or call us on 0800 009 3975 Mon-Fri, 9am-5pm (excluding bank holidays and public holidays)

If you’re contacting us for further information after checking the status of a service request case on the portal, please respond directly back to the email that was sent to you with the case reference e.g. WMST1234 when you submitted your service request. This will enable us to link your email with the service request case you are enquiring about.

Can I speak to the relevant team directly, rather than coming through the Service Desk?

Our Wholesale Market Services team have been established to provide a dedicated contact point to manage your enquiries. We will liaise with relevant parties to ensure your queries is dealt with effectively.

I submitted a request after office hours when does the SLA clock start?

If you submitted your service request before 6pm on a business day the SLA will start on that business day. If you submit your request after 6pm on a business day the SLA will start at 8am the next business day. Business days are Monday to Friday, excluding bank holidays and public holidays.

Why am I unable to submit a bilateral form?

• Ensure all mandatory fields which are marked as 'required' have been completed. If this does not resolve issue contact service desk
• Call us to check 0800 009 3975 Mon-Fri, 9am-5pm (excluding bank holidays and public holidays)

Can I send a trade effluent enquiry along with a consent request?

Please submit trade effluent enquiries separately via a G/01 form.

What supporting documents should I submit with my complaints?

Please provide any documents which give further information on the complaint to enable us to provide a substantive response.

How do I request a new connection for my customer?

Connection services have been excluded from the Wholesale Contract/Wholesale-Retail Code and therefore cannot be ordered through the portal. We provide connection services directly to customers, for details of our connection services please refer to our website.

How can I find out the status of a service request I have submitted?

You can see the status of your service request case in the portal.

Firstly, find your service request case in the portal. You can search using the WMST reference or the SPID. Next, check the status information.

If the case status says ‘in progress’ the relevant business unit is working on your request. If the case status says “closed”, we will have sent you a closure email using the email provided on the service request form.

If you need further assistance, please email wholesalemarketservices@thameswater.co.uk

I have a query/ dispute on a case that has been closed, what can I do?

We are unable to re-open completed cases. You will need to submit a new form via the portal. Please provide as much information as possible, including the previous reference number(s)

How can I see the status of my service requests case in the portal?

You can click the "Service Requests" tab on the top of this page which will navigate you to the Service Requests page that displays a summary of all requests submitted by your organisation in a tabular format. You can view the status of your service request under the “Overall Case Status” column. Please not that it may take up to 24 hours for the case status to be refreshed

Can the subject line or reply include our retailer reference?

This facility is currently not available. However it may be something we could develop in the future.