How to use our retailer portal

The portal enables you to raise work requests instantly, while also providing you with regular updates until it is complete.

If your customer contacts us directly for an unplanned change to their service or any other contact, we will let you know via the portal.

Each work request raised with us will be assigned a unique work request number so that you can easily find it in the portal. You should quote this number when contacting us about a work request.

You can also add your own internal reference when raising a request with us and this will be available alongside the request to help you search for it.

The information you provide on your relevant work request form is vital because it enables us to deal with the matter promptly and within our operational terms.

If you have given us permission to do so, we will work directly with your customer to complete the work request while keeping you informed of progress.

When raising a request, please consider providing answers to the following questions:

• is your customer available for a site survey/visit within the next two weeks?
• does your customer have any restrictions on when we can attend/contact them?
• do they have any alternative contact details (mobile, email, etc)?
• are they ready for the work to take place after the survey is complete?
• if the work requires a short interruption to supply, are there any restrictions on when this can take place?

Please remember to include any relevant information on the form before sending it to us.

We will contact you if there is a reason why we cannot proceed with a work request.

If we do not hear from you or your customer within three business days of getting in contact, we will assume that you no longer want us to continue with the request.

If we have asked you to contact us regarding an open work request, please email wholesaleservicedesk@wessexwater.co.uk.

If a work request is chargeable under our wholesale charges scheme, we will add the applicable charges on completion of the work request.

The charges will be added to the invoice for the month in which the work request is completed.