User Forum 10 May 2018.

User Forum 10 May 2018

Agenda Item * Description Who Time 1 Registration
Tea and coffee on arrival Trading parties 09: :00 Live video streaming starts* 10:00 2 Welcome Housekeeping Update on actions Steve Arthur 10: :15 3 Systems Update Stephen Winnie 10:15 – 10:45 4 Market Design GDPR Change proposals Roland George Adam Richardson 10:45 – 11:15 5 Market Performance MPS disputes Performance resolution Mike Robertson Lauren Mulholland 11:15 – 12:00 Break 12:00 – 12:15 6 Discussion Topic – Best Practice Temporary disconnection for non-payment Andrew Bamber 12:15 – 12:45 7 MOSL Location Update Steve Lyon 12:45 – 13:15 Live video streaming ends* Lunch 13:15 – 14:00 8 Settlement Workshop – From P1 to RF Factors affecting settlement and routes to improvement 14:00 – 15:00 9 AOB wrap up and close 15:00 – 15:15

Welcome and Update on Actions
Steve Arthur

User Forum Actions 4 ID Status Action Date Raise Owner
Target Completion Date Comments and Update E03.01 / D01_1 Closed Nominations for final MIMP member to Panel [Retailers] 11/01/2018 & 12/04/18 We now have 1 wholesaler and 3 retailers appointed. The first meeting is in the process of being arranged. E05.03 Open TP point around dates on late meter readings MOSL to check that this interpretation aligns with Codes. [MOSL] 11/01/2018 Mike Robertson D01_03 MOSL to give update on Bilaterals and progress with the DSC work at next UF Samir Rahim A meeting was held on the 08/05/18 and an update will be provided at the June User Forum D01_04 TPs to review their long unread meters especially the ones without YVEs Stephen Winnie Ongoing topic with further discussion at the ORWG on the 8th May and will be discussed later this morning. D01_05 TPs to nominate representatives for OPS working group - open for nominations now Jesse Wright Nominations were received and the first meeting has taken place with each member assigned a task. Further update at the June UF D01_06 TPs to confirm MOSL has the correct contact details to receive the MPS performance charge invoices, confirm with Pfms TPs Confirmed all contact details have been received. D01_07 Recommend closure MOSL to share Disputes Approach. Recognising different triggers MOSL A paper has been shared and it is on the WIG to discuss on the 11/5/18 D01_08 RFI on proposal for Settlement Run changes based around materiality and timescales. TPs to feed back to MOSL in next 2 weeks A paper has been shared with a closing date of 18/05/18 4

Requests for involvement
User Forum Requests Requests for involvement D01_09 Trading parties to nominate any complaints experts within their organisations to support three planned industry training sessions the RWG is planning. Please contact Simon Brown to get involved. D01_10 Request for trading parties to offer accommodation in their offices for the RWG complaints training sessions. Contact Simon Brown. D01_11 RWG to create another sub-group called Eligibility. Please contact Simon Brown to get involved. 5

Data quality update 10th May 2018 Stephen J Winnie

Workshop – Data Quality Improvement plans – as at 04/05/2018
Asset Attribute Count-JAN Count-FEB Count-MAR Count-APR Count-MAY Meters Long Unread Meters 210,079 223,905 230,965 202,946 203,684 Meter Null YVE 629,682 612,406 613,448 614,764 616,314 ZERO YVE 20,790 20,850 Long Unread, null YVE 87,829 90,021 92,173 90,949 89,791 SPIDs Unpaired SPIDs-WTR 87,552 79,686 Unpaired SPIDs-SWR 12,807 7,216 SPIDs stuck in NAPS-WTR 10,971 8,904 9,270 9,547 9,401 SPIDs stuck in NAPS-SWR 10,277 8,014 8,198 8,402 8,157 Water SPID with Metered SC but no meter 3,137 2,873 2,767 Transactions Meter read Rejections 66,285 Transaction Rejections 99,096 Default Meter XY 92,506 90,650 88,873 52,132 49,822 OUTREADER Defasult XY 30,750 29,177 29,122 29,222 Meter Read Frequency compliance (B) 9,101 4,189 3,550 3,653 Meter Read Frequency compliance (M) 73,318 31,753 25,110 Sewerage SPIDs with no Drainage SC 5 SPID VACANCY-WTR 169,356 173,068 176,408 178,457 182,338 VACANCY-SWR 192,746 195,817 199,174 201,764 204,995 Meters where RTS = 0 159,472 160,002 159,132 8,639 Meters where RTS >999 1 -

Workshop – MOSL items – Meters with Zero YVE
As at 03/05/2018 Taken from non-standard extract RetailerID meter_count 254 AFFINITY-R 6 ALBION-R 1 ANGLIAN-R 119 BUSSTREAM-R 3222 CASTLE-R 476 CLEARBUS-R 11 DWRCYMRU-R 22 EVERFLOW-R 99 FIRSTBW-R 4 GREENEKING-R KELDA-R 2 MARSTONS-R NORTHUM-R 48 PEEL-R REGENT-R SEVERN-R 5713 SOUTHEAST-R 7020 SOUTHWEST-R 161 SUTTON-R 45 TWRC-R UNITED-R 25 WATER2BUS-R 3245 WHITBREAD-R WTRCHOICE-R 3 YORKSHIRE-R 351 20850 Increasing monthly March = 20,426 April = 20,790 May not be an issue WholesalerID meter_count 254 AFFINITY-W 1 ALBION-W ANGLIAN-W 82 BRISTOL-W 3229 DWRCYMRU-W 24 NORTHUM-W 40 PEEL-W 4 PORTSMOUTH-W 3 SEVERN-W 5701 SOUTHEAST-W 7322 SOUTHERN-W 3137 SOUTHSTAFF-W 140 SOUTHWEST-W 2 THAMES-W 453 UNITED-W 29 WESSEX-W 66 YORKSHIRE-W 362 20850

Workshop – MOSL items – Meters with null YVE
As at 03/05/2018 Taken from non-standard extract WholesalerID meter_count RetailerID 8,272 8272 AFFINITY-W 65,877 ADSM-R 156 ALBION-W 3 AFFINITY-R 61486 ANGLIAN-W 6,520 ALBION-R BRISTOL-W 729 ANGLIAN-R 10516 CHOLDERTON-W 26 AQUAFLOW-R 1 DEEVALLEY-W 9 BUSSTREAM-R 11315 DWRCYMRU-W 12 CASTLE-R 57206 INDWATER-W 241 CHOLDERTON-R NORTHUM-W 3,251 CLEARBUS-R 1042 PORTSMOUTH-W 14,985 DEEVALLEY-R SEVERN-W 23,400 DWRCYMRU-R SOUTHEAST-W 1,154 EVERFLOW-R 3979 SOUTHERN-W 7,821 FIRSTBW-R 11 SOUTHSTAFF-W 39,944 GREENEKING-R 639 SOUTHWEST-W 76,748 INDWATER-R SSE-W 139 KELDA-R 10 SUTTON-W 12,741 MARSTONS-R 347 THAMES-W 41,716 NORTHUM-R 3868 UNITED-W 172,687 REGENT-R 31 VEOLIA-W 103 SEVERN-R 28361 WESSEX-W 6,262 SOUTHEAST-R 1104 YORKSHIRE-W 132,510 SOUTHWEST-R 112151 615,150 SSE-R 133 SUTTON-R 13314 TWRC-R 168 UNITED-R 166448 VEOLIA-R WATER2BUS-R 7233 WATERSCAN-R WHITBREAD-R 344 WTRCHOICE-R 43 YORKSHIRE-R 126575 615150 Variation monthly March = 619,448 April = 613,892 May = 615,150 Not improving sufficiently to support RF

Workshop – MOSL items – Long Unread Meters - Trend
Trading Party Number of Long Unread Meters - DEC-17 Number of Long Unread Meters - JAN-18 Number of Long Unread Meters - FEB-18 Number of Long Unread Meters - March-18 Number of Long Unread Meters - April-18 Number of Long Unread Meters - May-18 Long Unread Meters Monthly Variance Column2 Column3 Long Unread Meters with YVE=NULL - Jan-18 Long Unread Meters with YVE=NULL - FEB-18 Long Unread Meters with YVE=NULL - March-18 Long Unread Meters with YVE=NULL - April-18 Long Unread Meters with YVE=NULL - May-18 Column32 Long Unread Meters with NULL YVE with Vacant Premises (WTR SPID Level) - Feb-18 Long Unread Meters with NULL YVE with Occupied Premises (WTR SPID Level) - Feb-18 Long Unread Meters with NULL YVE with Vacant Premises (WTR SPID Level) - March-18 Long Unread Meters with NULL YVE with Occupied Premises (WTR SPID Level) - March-18 Long Unread Meters with NULL YVE with Vacant Premises (WTR SPID Level) - April-18 Long Unread Meters with NULL YVE with Occupied Premises (WTR SPID Level) - April-18 Long Unread Meters with NULL YVE with Vacant Premises (WTR SPID Level) - May-18 Long Unread Meters with NULL YVE with Occupied Premises (WTR SPID Level) - May-18 ADSM-R 1 - AFFINITY-R 8,505 8,515 8,467 8,937 9,598 10,242 644 8,502 8,437 8,980 9,635 10,211 4,706 4,274 5,166 4,469 5,560 4,651 ALBIONECO-R 3 ALBION-R ANGLIAN-R 10,213 19,743 27,945 30,641 24,272 24,239 958 1,063 1,230 1,094 901 2 1,061 38 1,192 48 1,046 72 829 BUSSTREAM-R 12,461 14,137 14,887 15,166 14,997 14,617 3,272 3,603 3,746 3,848 3,743 3,600 2,022 1,724 2,004 1,844 1,985 1,758 CASTLE-R 43,840 56,410 59,524 65,249 59,910 61,288 1,378 22,860 23,351 24,043 22,551 21,978 2,692 20,659 15,484 8,559 15,207 7,344 14,605 7,373 CHOLDERTON-R 57 23 24 CLEARBUS-R 68 77 87 128 145 144 29 42 53 26 9 33 14 39 DEEVALLEY-R 4 DWRCYMRU-R 7 8 5 6 EVERFLOW-R 239 269 296 377 286 290 80 110 111 133 11 76 30 28 83 36 97 FIRSTBW-R GREENEKING-R 170 214 179 50 22 56 55 54 ICOSA2-R 15 INDWATER-R 43 60 82 35 85 27 KELDA-R MARSTONS-R 16 21 18 NORTHUM-R 11,717 12,827 13,232 12,216 11,124 10,628 1,153 1,246 1,281 1,302 1,277 359 922 343 959 334 943 PEEL-R REGENT-R SEVERN-R 25,141 29,283 33,393 34,292 33,959 33,888 8,940 9,503 10,133 10,372 9,870 6,528 2,975 7,384 2,749 7,500 2,872 7,248 2,622 SOUTHEAST-R 1,894 2,039 1,922 1,868 1,854 112 ,742 434 427 413 419 79 73 346 SOUTHERN-R 386 507 556 581 589 590 SOUTHSTAFF-R 4,667 4,682 4,594 SOUTHWEST-R 6,565 6,304 11,210 11,788 12,145 12,121 6,128 10,943 11,530 11,842 11,775 1,949 9,581 1,958 9,884 1,931 9,844 SSE-R 25 20 SUTTON-R 1,393 1,620 1,858 1,950 2,176 2,341 165 1,305 1,456 1,417 1,581 1,812 326 1,091 1,247 452 1,360 THAMESCOM-R TWRC-R 19 45 31 32 UNITED-R 17,822 18,462 18,886 19,002 18,807 18,937 130 17,912 18,339 18,715 18,557 18,556 9,403 8,936 11,257 7,458 11,235 7,322 11,101 7,455 WATER2BUS-R 27,304 25,194 21,293 18,982 3,680 3,431 2,238 1,936 1,555 760 709 67 1,488 69 691 88 621 PEELWL-R VEOLIA-R WHITBREAD-R 84 37 WTRCHOICE-R 1,761 391 246 YORKSHIRE-R 9,313 9,614 9,698 9,231 9,057 8,726 9,233 9,343 8,708 8,657 8,273 4,324 5,019 4,550 4,158 4,520 4,137 4,384 3,889 (blank) 104 176 132 109 134 40 182,000 210,079 223,905 230,965 202,946 203,684 738 87,829 90,021 92,173 90,949 89,791 22,966 67,055 48,264 43,909 48,501 42,448 48,057 41,734 Retailers as at 03/05/2018 Taken from the Standing reports Incorporates Null YVE and Vacancy status

Workshop – MOSL items – Long Unread Meters with attempted meter reads
Trading Party Number of Long Unread Meters - May-18 Long Unread Meters with YVE=NULL - May-18 Long Unread Meters with NULL YVE with Vacant Premises (WTR SPID Level) - May-18 Long Unread Meters with NULL YVE with Occupied Premises (WTR SPID Level) - May-18 OCCUPIED -Reads Attempted VACANT -Reads Attempted Grand Total -Reads Attempted ADSM-R - AFFINITY-R 10,242 10,211 5,560 4,651 818 875 1,693 ALBIONECO-R 3 ALBION-R ANGLIAN-R 24,239 901 72 829 566 32 598 BUSSTREAM-R 14,617 3,743 1,985 1,758 4,009 886 4,895 CASTLE-R 61,288 21,978 14,605 7,373 10,901 1,792 12,693 CHOLDERTON-R 23 CLEARBUS-R 144 53 14 39 46 15 61 DEEVALLEY-R 4 2 1 DWRCYMRU-R 6 EVERFLOW-R 290 133 36 97 210 17 227 FIRSTBW-R GREENEKING-R 22 ICOSA2-R INDWATER-R 35 8 KELDA-R MARSTONS-R 18 NORTHUM-R 10,628 1,277 334 943 599 270 869 PEEL-R REGENT-R 5 SEVERN-R 33,888 9,870 7,248 2,622 1,145 447 1,592 SOUTHEAST-R 112 SOUTHERN-R 590 SOUTHSTAFF-R SOUTHWEST-R 12,121 11,775 1,931 9,844 2,626 272 2,898 SSE-R SUTTON-R 2,341 1,812 452 1,360 429 19 448 THAMESCOM-R TWRC-R 45 115 UNITED-R 18,937 18,556 11,101 7,455 1,822 654 2,476 WATER2BUS-R 3,431 709 88 621 624 630 PEELWL-R VEOLIA-R WHITBREAD-R WTRCHOICE-R 1,761 391 246 145 33 41 YORKSHIRE-R 8,726 8,273 4,384 3,889 342 111 453 (blank) 134 203,684 89,791 48,057 41,734 24,325 5,404 29,729 as at 03/05/2018 Taken from the Standing reports – match to T105.R Incorporates Null YVE and Vacancy status

Workshop – MOSL items – Long Unread Meters with attempted meter reads
Count of Manufacturer Meter Serial Number Column Labels Row Labels OCCUPIED VACANT Grand Total AFFINITY-W 1288 906 2194 ANGLIAN-W 253 13 266 BRISTOL-W 390 2 392 DEEVALLEY-W 1 INDWATER-W 14 MOSLTEST-W 6 NORTHUM-W 520 271 791 PORTSMOUTH-W 817 78 895 SEVERN-W 398 420 818 SOUTHEAST-W 43 8 51 SOUTHERN-W 3112 873 3985 SOUTHSTAFF-W 1093 182 1275 SOUTHWEST-W 2499 133 2632 SSE-W SUTTON-W 212 19 231 THAMES-W 10661 1715 12376 UNITED-W 2051 664 2715 VEOLIA-W WESSEX-W 333 339 YORKSHIRE-W 642 114 756 24337 5404 29741 as at 03/05/2018 Taken from the Standing reports – match to T105.R Incorporates Null YVE and Vacancy status

RF processing RF and G read generation
Deferred October 2016 RF to enable TP to submit meter reads Counts of prospective G reads to be created have been published Three month moratorium before re-commencement of the RF runs early June for the January period Review of TCORR171 to enable G read deletion being progressed with CGI Timeframe for delivery will be crucial Movement on unread / unsubmitted reads not sufficient to address the potential G read issue. Meters affected by G read published to SharePoint sites – WHL and RTL C 174,000 as at 08/05/2018

Workshop – Additional Items Unpaired trend from non-standard Reports
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Unpaired SPIDs as at 03/05/2018 WATER CPW028 by UU Workaround use T152.W to update D5001 NE_NOSEWERAGE NE_NOWATER, NE_LANDLORD, NE_CROSSBORDER WATER 07-Sep 02-Oct 12-Nov 11-Dec 14-Jan 12-Feb 03-May AFFINITY-W 2538 2461 3270 2708 2765 2827 3126 ALBIONECO-W ANGLIAN-W 33538 33361 33769 33436 33422 33362 33399 BRISTOL-W 10345 9967 10346 10149 10141 10155 9843 CHOLDERTON-W 17 18 DEEVALLEY-W DWRCYMRU-W 1 2 ICOSA2-W INDWATER-W 6 4 10 NORTHUM-W 23137 21899 21969 20729 20573 20536 13724 PEEL-W PORTSMOUTH-W 2250 2134 2683 2234 2207 2212 2101 SEVERN-W 906 863 1156 937 965 982 939 SOUTHEAST-W 915 1471 1578 1014 1076 1152 1619 SOUTHERN-W 11650 10882 35638 11674 11669 11662 10903 SOUTHSTAFF-W 404 411 463 450 554 606 SOUTHWEST-W 1253 1100 1260 1392 1418 1461 1248 SSE-W SUTTON-W 378 334 414 390 396 401 THAMES-W 190 638 1121 193 208 210 375 UNITED-W 664 868 1002 669 667 666 406 VEOLIA-W 3 832 WESSEX-W 12 19 25 20 YORKSHIRE-W 269 317 645 415 480 600 88,474 86,812 115,586 86,434 86,553 86,754 79,614.00 ,662 28,774 ,152 119 201 ,140 Matching to MDS so SPIDs are TRADABLE or TDISC

Workshop – Additional Items Unpaired trend from non-standard Reports
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Unpaired SPIDs as at 03/05/2018 SEWERAGE CPW028 by UU Workaround use T152.W to update D5001 NE_NOSEWERAGE NE_NOWATER, NE_LANDLORD, NE_CROSSBORDER SEWERAGE 07-Sep 02-Oct 12-Nov 11-Dec 14-Jan 12-Feb 03-May ALBION-W 1 ANGLIAN-W 1349 1575 1761 1341 1201 1168 1476 DEEVALLEY-W INDWATER-W NORTHUM-W 8168 8234 8696 8139 8114 8112 2451 PEEL-W SEVERN-W 837 784 798 822 846 876 890 SOUTHERN-W 771 1003 3208 803 811 969 SOUTHWEST-W 10 17 22 8 9 16 SSE-W 2 3 THAMES-W 566 380 629 785 1508 1596 910 UNITED-W 15 174 237 18 273 WESSEX-W 81 113 132 108 115 123 34 YORKSHIRE-W 56 82 152 90 85 86 122 11,857 12,363 15,636 12,115 12,711 12,814 7,142 506 3,273 ,521 596 103 ,672 Matching to MDS so SPIDs are TRADABLE or TDISC

Workshop – MOSL items – NAPS – WTR and SWR by status
As at 04/05/2018 Count of SPID Column Labels Row Labels S W Grand Total AFFINITY-W 169 AFFINITY-R 165 21 186 ANGLIAN-W 2611 2816 5427 ANGLIAN-R 2588 3326 5914 BRISTOL-W 105 BUSSTREAM-R 235 176 411 ICOSA2-W 23 46 CASTLE-R 1764 332 2096 INDWATER-W 2 CLEARBUS-R 3 6 NORTHUM-W 344 833 1177 FIRSTBW-R 4 PEEL-W 1 ICOSA2-R PORTSMOUTH-W 109 INDWATER-R SEVERN-W 346 479 825 NORTHUM-R 154 436 590 SOUTHEAST-W PEEL-R SOUTHERN-W 470 450 920 SEVERN-R 343 477 820 SOUTHSTAFF-W 301 SOUTHWEST-R 351 770 1121 SOUTHWEST-W 701 1486 2187 SSE-R 22 20 42 SSE-W SUTTON-R 1607 2756 4363 SUTTON-W 53 UNITED-R 303 251 554 THAMES-W 2677 1810 4487 WATER2BUS-R 81 117 198 UNITED-W 671 528 1199 WTRCHOICE-R VEOLIA-W YORKSHIRE-R 62 143 WESSEX-W 203 148 (blank) 435 623 1058 YORKSHIRE-W 88 64 152 8157 9401 17558

Workshop – MOSL items – NAPS – WTR and SWR Trend
As at 04/05/2018 Row Labels NOV DEC FEB MAR APR MAY AFFINITY-W 101 113 165 116 158 169 ALBION-W 1 ANGLIAN-W 3,179 3,976 4,465 4755 4894 5427 BRISTOL-W 26 32 38 57 91 105 ICOSA2-W 46 INDWATER-W 16 4 2 NORTHUM-W 904 941 1,045 1110 1177 PEEL-W PORTSMOUTH-W 161 132 128 150 109 SEVERN-W 1,076 1,272 1,374 1205 1067 825 SOUTHEAST-W 35 29 83 104 23 SOUTHERN-W 911 991 835 831 882 920 SOUTHSTAFF-W 142 136 264 276 293 301 SOUTHWEST-W 2,005 2,106 2,016 2061 2135 2187 SSE-W 54 42 47 SUTTON-W 34 39 36 41 51 53 THAMES-W 4,827 5,368 4,393 4715 4946 4487 UNITED-W 1,027 1,188 1,131 1143 1216 1199 VEOLIA-W 3 WESSEX-W 958 1,044 575 551 609 351 YORKSHIRE-W 338 381 258 230 226 152 Grand Total 15,640 17,851 16,918 17,425 17,948 17,558 2,211 507 523

Workshop – Additional Items. Wholesaler – Vacancy Trend
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Vacancy as at 04/05/2018 WATER HISTORIC TREND Wholesaler Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 AFFINITY-W 9,624 9,640 9,693 9756 9,819 9,867 ALBIONECO-W ALBION-W 4 1 ANGLIAN-W 7,063 7,470 7,850 8084 8,340 10,048 BRISTOL-W 726 736 756 722 728 1,052 CHOLDERTON-W DEEVALLEY-W DWRCYMRU-W INDWATER-W NORTHUM-W 15,608 15,809 15,979 15948 15,366 15,292 PEEL-W PORTSMOUTH-W 1,285 1,321 1349 1,394 1,412 SEVERN-W 24,469 24,890 25,640 26411 27,210 27,489 SOUTHEAST-W 4,309 4,348 4,421 4464 4,553 4,938 SOUTHERN-W 5,713 5,795 5,863 5920 5,999 6,061 SOUTHSTAFF-W 4,814 4,834 4,837 4842 4,854 4,862 SOUTHWEST-W 4,811 4,992 5,145 5201 5,250 5,313 SSE-W SUTTON-W 1,350 1,349 1,415 1413 1,417 1,419 THAMES-W 32,512 32,632 34,146 35992 37,233 38,012 UNITED-W 33,780 33,955 34,077 34286 34,432 34,526 VEOLIA-W 5 WESSEX-W 1,547 1,559 1,567 1525 1,532 1,572 YORKSHIRE-W 20,062 20,016 20,348 20466 20,300 20,467 Totals 167,683 169,356 173,068 176,386 178,435 182,338 1,673 3,712 3,318 2,049 3,903

Workshop – Additional Items. Retailer – Vacancy Trend
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Vacancy as at 04/04/2018 RETAILER Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 AFFINITY-R 9553 9,594 9644 9,681 9,700 ALBION-R 4 1 ANGLIAN-R 7283 7,476 7638 7,812 9,505 BUSSTREAM-R 5776 5,818 5875 5,960 6,022 CASTLE-R 34539 36,433 38457 39,809 40,414 CLEARBUS-R 88 104 141 186 237 EVERFLOW-R 332 371 423 525 671 FIRSTBW-R 3 GREENEKING-R 2 INDWATER-R MARSTONS-R 23 22 21 NORTHUM-R 15595 15,733 15651 15,052 14,943 PEEL-R REGENT-R SEVERN-R 24925 25,668 26435 27,232 27,501 SOUTHEAST-R 4300 4,367 4404 4,483 4,863 SOUTHSTAFF-R 4751 9,541 SOUTHWEST-R 4698 9,478 9489 9,514 SUTTON-R 1562 1,628 1629 1,664 1,884 TWRC-R 5 UNITED-R 33752 33,841 34029 34,139 34,183 VEOLIA-R WATER2BUS-R 2252 2,265 2176 2,175 2,530 WHITBREAD-R 9 10 WTRCHOICE-R YORKSHIRE-R 19909 20,241 20345 20,150 20,289 Grand Total 169,356 173,068 176,386 178,435 182,338 3,712 3,318 2,049 3,903

Workshop – Additional Items. Wholesaler – Vacancy Trend
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Vacancy as at 04/05/2018 SEWERAGE Wholesaler Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 ALBION-W 7 4 3 ANGLIAN-W 8,391 8872 9,418 9610 9,799 11,020 INDWATER-W 1 NORTHUM-W 11,479 11448 11,384 11360 11,185 11,213 PEEL-W SEVERN-W 32,876 33218 33,964 34775 35,576 35,911 SOUTHERN-W 7,809 7913 8,042 8157 8,287 8,263 SOUTHWEST-W 2,702 2782 2,880 2914 2,939 2,983 SSE-W THAMES-W 42,345 42772 44,278 46136 47,515 48,498 UNITED-W 64,483 64471 64,228 64484 64,853 65,140 VEOLIA-W 5 WESSEX-W 2,821 2849 2,875 2817 2,825 3,074 YORKSHIRE-W 18,444 18407 18,734 18873 18,737 18,882 Totals 191,364 192746 195,817 199,137 201,727 204,995 1,382 3,071 3,320 2,590 3,268

Workshop – Additional Items. Retailer – Vacancy Trend
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Vacancy as at 04/05/2018 SEWERAGE RETAILER Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 AFFINITY-R 98.0 100.0 107.0 116.0 120 ALBION-R 7.0 4.0 3 ANGLIAN-R 8,768.0 9,185.0 9,308.0 9,420.0 10,614 BUSSTREAM-R 7,833.0 7,920.0 8,034.0 8,143.0 8,120 CASTLE-R 42,723.0 44,435.0 46,375.0 47,785.0 48,569 CLEARBUS-R 95.0 103.0 140.0 190.0 243 EVERFLOW-R 333.0 368.0 412.0 515.0 668 FIRSTBW-R 1.0 2.0 3.0 GREENEKING-R 4 INDWATER-R 1 MARSTONS-R 19.0 18.0 19 NORTHUM-R 11,344.0 11,266.0 11,221.0 11,049.0 11,049 PEEL-R REGENT-R SEVERN-R 33,194.0 33,936.0 34,736.0 35,515.0 35,828 SOUTHEAST-R 16.0 21.0 SOUTHSTAFF-R 2,758.0 SOUTHWEST-R 2,695.0 2,776.0 2,792.0 2,806 SSE-R 305.0 SUTTON-R 279.0 311.0 331.0 536 TWRC-R 63,941.0 2 UNITED-R 64,215.0 5.0 64,161.0 64,479.0 64,704 VEOLIA-R 2,802.0 5 WATER2BUS-R 2,790.0 9.0 2,733.0 2,732.0 2,966 WHITBREAD-R 10.0 10 WTRCHOICE-R 15 YORKSHIRE-R 18,304.0 18,755.0 18,588.0 18,705 Grand Total 192,746.0 195,817.0 199,137.0 201,727.0 204,995.0 3,071.0 3,320.0 2,590.0 3,268.0

Workshop – Additional Items. Default XY
Default XY on Meter As at 04/05/2018 Data Quality review for improvement of customer journey in Market Areas of initial investigations into some obviously incorrect attribute content. METER WHOLESALER 07/09/2017 03/10/2017 12/11/2017 04/12/2017 01/01/2018 12/02/2018 05/03/2018 04/04/2018 05/05/2018 AFFINITY-W 1106 1105 1100 1,099 1,095 63 64 14 ANGLIAN-W 17451 17378 8623 8,677 8,750 7,369 7,163 5,546 3,373 CHOLDERTON-W 26 23 DEEVALLEY-W 19 20 DWRCYMRU-W 2 NORTHUM-W 297 296 295 294 160 54 55 SEVERN-W 841 840 843 844 845 847 848 375 SOUTHEAST-W 1520 1523 1516 1,513 1,510 1,379 1,370 1,358 783 SOUTHERN-W 37787 37773 37688 37,685 37,688 37,694 37,669 1,614 1,356 SOUTHSTAFF-W 1 1,443 SOUTHWEST-W 2064 2108 1954 1,872 1,473 1,259 1,261 1,262 1,284 SSE-W 86 84 82 81 79 66 50 49 SUTTON-W 9 10 THAMES-W 2576 2640 2864 2,926 3,110 3,177 3,241 3,286 3,522 UNITED-W 36436 36487 36558 36,596 36,630 36,709 36,597 36,589 36,606 VEOLIA-W 6 8 YORKSHIRE-W 981 960 495 502 532 533 142 150 18 101,213 101,263 92,082 92,155 91,939 89,228 88,536 50,884 48,940 ,181 73 ,711 ,652 ,944

Workshop – Additional Items. Default XY
Default XY on Outreader As at 04/05/2018 Data Quality review for improvement of customer journey in Market Areas of initial investigations into some obviously incorrect attribute content. OUTREADER WHOLESALER 07/09/2017 03/10/2017 12/11/2017 05/12/2017 01/01/2018 12/02/2018 05/03/2018 04/04/2018 04/05/2018 AFFINITY-W 99 93 92 91 88 ANGLIAN-W 9737 7381 4149 2232 1128 1129 1,135 1137 NORTHUM-W 3135 295 296 265 266 SEVERN-W 188 189 SOUTHEAST-W 928 919 913 912 911 840 834 824 165 SOUTHSTAFF-W 1 822 SOUTHWEST-W 3091 3044 3037 3033 2905 2899 2,895 2896 SUTTON-W 10 2 THAMES-W 637 660 833 880 1060 1123 1184 1,227 1453 UNITED-W 22288 22228 22230 22222 22214 22188 22142 22,084 22070 WESSEX-W 55 54 53 YORKSHIRE-W 527 538 826 837 862 812 122 5 40,696 35,404 32,622 30,750 30,786 29,589 28,910 28,857 29,222 ,292 ,782 ,872 36 ,197 365

Workshop – Additional Items. Meter Read review – Types/Methods
Data Quality review for improvement of customer journey in Market Areas of initial investigations into some potentially incorrect attribute content. Review of the Read type and Method combinations As at 04/05/2018 Since 01/04/2017 TYPE METHOD Jan-18 Feb-18 Mar-18 Apr-18 May-18 C CUSTOMER 26,442 30,966 34,391 40,867 47099 REMOTE 166,458 188,278 204,160 218,034 243773 VISUAL 1,540,331 1,741,152 1,881,399 2,065,110 F 11,948 13,944 15,364 17,525 19751 I 19,403 22,707 24,932 27,968 31532 P 3 ESTIMATED 9 332 313 312 T 112 150 179 195 228 16,165 18,473 21,787 22,957 27258 28 31 33 20,162 22,416 24,545 27,050 29866 X 1 329 365 399 548 596 Y 58 72 79 117 133 TOTAL 1,801,780 2,038,895 2,207,607 2,420,728 2,616,948

Market Design Developments
Roland George and Adam Richardson 2525

Overview Upcoming change The Market Arrangements Code Panel GDPR 26
04-Dec-17 11-Dec-17 18-Dec-17 25-Dec-17 01-Jan-18 08-Jan-18 15-Jan-18 22-Jan-18 29-Jan-18 05-Feb-18 12-Feb-18 19-Feb-18 26-Feb-18 05-Mar-18 12-Mar-18 19-Mar-18 26-Mar-18 02-Apr-18 09-Apr-18 16-Apr-18 23-Apr-18 30-Apr-18 07-May-18 14-May-18 21-May-18 28-May-18 04-Jun-18 11-Jun-18 18-Jun-18 25-Jun-18 02-Jul-18 09-Jul-18 16-Jul-18 23-Jul-18 30-Jul-18 06-Aug-18 13-Aug-18 20-Aug-18 27-Aug-18 03-Sep-18 10-Sep-18 17-Sep-18 24-Sep-18 01-Oct-18 08-Oct-18 15-Oct-18 22-Oct-18 29-Oct-18 05-Nov-18 12-Nov-18 19-Nov-18 26-Nov-18 03-Dec-18 10-Dec-18 17-Dec-18 24-Dec-18 31-Dec-18 07-Jan-19 14-Jan-19 21-Jan-19 28-Jan-19 04-Feb-19 11-Feb-19 18-Feb-19 25-Feb-19 04-Mar-19 Panel Change Status CPW032: Amend H/04 form to clarify tariff effected date In Consultation PW CP IWA Con Rec Imp CPW031:Extending the new connection suspension period Awaiting Implementation CPW030: Review of Market Performance Standards CPW029: GDPR and Data Protection Provisions Update Recommendation CPW028: Unpaired SPIDs In Assessment CPW027: QC Error Codes CPW026: Removing SPID version design CPW025: Use of TCORRs on inactive data entities DA CPW023: Market Entry and Re-assurance WRC CPW022: New Connection Retailer Unknown CPW019: Alternative Eligible Credit Support ` CPW018: Clarification of Unsecured Credit Allowance CPW014: CSD 0301 Updates CPW010: Emergency Contact Details CPM009: Board Nomination Process Extension CPM008: Review of Market Performance Standards CPM007: GDPR and Data Protection Provisions Update CPM006: Introducing a process for Urgent Change Proposals Initial Written Assessment On hold until futrther review CPM005: Market Entry and Re-assurance MAC Withdrawn System Imapcting Overview Upcoming change The Market Arrangements Code Panel GDPR 26

Changes for implementation in May 2018
04-Dec-17 11-Dec-17 18-Dec-17 25-Dec-17 01-Jan-18 08-Jan-18 15-Jan-18 22-Jan-18 29-Jan-18 05-Feb-18 12-Feb-18 19-Feb-18 26-Feb-18 05-Mar-18 12-Mar-18 19-Mar-18 26-Mar-18 02-Apr-18 09-Apr-18 16-Apr-18 23-Apr-18 30-Apr-18 07-May-18 14-May-18 21-May-18 28-May-18 04-Jun-18 11-Jun-18 18-Jun-18 25-Jun-18 02-Jul-18 09-Jul-18 16-Jul-18 23-Jul-18 30-Jul-18 06-Aug-18 13-Aug-18 20-Aug-18 27-Aug-18 03-Sep-18 10-Sep-18 17-Sep-18 24-Sep-18 01-Oct-18 08-Oct-18 15-Oct-18 22-Oct-18 29-Oct-18 05-Nov-18 12-Nov-18 19-Nov-18 26-Nov-18 03-Dec-18 10-Dec-18 17-Dec-18 24-Dec-18 31-Dec-18 07-Jan-19 14-Jan-19 21-Jan-19 28-Jan-19 04-Feb-19 11-Feb-19 18-Feb-19 25-Feb-19 04-Mar-19 Panel Change Status CPW032: Amend H/04 form to clarify tariff effected date In Consultation PW CP IWA Con Rec Imp CPW031:Extending the new connection suspension period Awaiting Implementation CPW030: Review of Market Performance Standards CPW029: GDPR and Data Protection Provisions Update Recommendation CPW028: Unpaired SPIDs In Assessment CPW027: QC Error Codes CPW026: Removing SPID version design CPW025: Use of TCORRs on inactive data entities DA CPW023: Market Entry and Re-assurance WRC CPW022: New Connection Retailer Unknown CPW019: Alternative Eligible Credit Support ` CPW018: Clarification of Unsecured Credit Allowance CPW014: CSD 0301 Updates CPW010: Emergency Contact Details CPM009: Board Nomination Process Extension CPM008: Review of Market Performance Standards CPM007: GDPR and Data Protection Provisions Update CPM006: Introducing a process for Urgent Change Proposals Initial Written Assessment On hold until futrther review CPM005: Market Entry and Re-assurance MAC Withdrawn System Imapcting Changes for implementation in May 2018 18 May 2018 CPW027 ‘QC Error Codes’ Current single error code ‘QC’ to be replaced with nine new error codes. This will mean that the Error Code pertaining to meter reads will be specific and trading parties will be able to understand why specific transactions have been rejected. CPW022 ‘New Connection Retailer Unknown’ Adjusts the current functionality of the data transaction that relates to requesting a new supply point (T101.W (Request New SPID)) to allow a blank ‘Retailer ID’ when requesting a new supply point as part of the new connection process. CPW014 ‘CSD0301 Updates’ Provides clarity on certain data items and data transactions described in CSD 0301. Tbc… CPW034 ‘Housekeeping Changes to CSD0301’ Clarification of data items that may contain market personal data in CSD 0301. 27

Upcoming Changes Tariffs Report Update – Consultation ~ June
04-Dec-17 11-Dec-17 18-Dec-17 25-Dec-17 01-Jan-18 08-Jan-18 15-Jan-18 22-Jan-18 29-Jan-18 05-Feb-18 12-Feb-18 19-Feb-18 26-Feb-18 05-Mar-18 12-Mar-18 19-Mar-18 26-Mar-18 02-Apr-18 09-Apr-18 16-Apr-18 23-Apr-18 30-Apr-18 07-May-18 14-May-18 21-May-18 28-May-18 04-Jun-18 11-Jun-18 18-Jun-18 25-Jun-18 02-Jul-18 09-Jul-18 16-Jul-18 23-Jul-18 30-Jul-18 06-Aug-18 13-Aug-18 20-Aug-18 27-Aug-18 03-Sep-18 10-Sep-18 17-Sep-18 24-Sep-18 01-Oct-18 08-Oct-18 15-Oct-18 22-Oct-18 29-Oct-18 05-Nov-18 12-Nov-18 19-Nov-18 26-Nov-18 03-Dec-18 10-Dec-18 17-Dec-18 24-Dec-18 31-Dec-18 07-Jan-19 14-Jan-19 21-Jan-19 28-Jan-19 04-Feb-19 11-Feb-19 18-Feb-19 25-Feb-19 04-Mar-19 Panel Change Status CPW032: Amend H/04 form to clarify tariff effected date In Consultation PW CP IWA Con Rec Imp CPW031:Extending the new connection suspension period Awaiting Implementation CPW030: Review of Market Performance Standards CPW029: GDPR and Data Protection Provisions Update Recommendation CPW028: Unpaired SPIDs In Assessment CPW027: QC Error Codes CPW026: Removing SPID version design CPW025: Use of TCORRs on inactive data entities DA CPW023: Market Entry and Re-assurance WRC CPW022: New Connection Retailer Unknown CPW019: Alternative Eligible Credit Support ` CPW018: Clarification of Unsecured Credit Allowance CPW014: CSD 0301 Updates CPW010: Emergency Contact Details CPM009: Board Nomination Process Extension CPM008: Review of Market Performance Standards CPM007: GDPR and Data Protection Provisions Update CPM006: Introducing a process for Urgent Change Proposals Initial Written Assessment On hold until futrther review CPM005: Market Entry and Re-assurance MAC Withdrawn System Imapcting Upcoming Changes Tariffs Report Update – Consultation ~ June Adding Tariff Standing Data to Tariffs Report & display only applicable Charging Elements. Changes to Volume Transfer – Consultation ~June/July Revised settlement reporting to better support invoicing Primary Charges for affected periods. Data Items and Data Transactions amendments – Consultation ~ July Introduce a number of amendments to Data Items and Data Transactions as detailed in CSD 0301 Data Catalogue. Adding the Accredited Entity Flag on the T105.W to facilitate performance reporting. Updates to CSD 0101 and CSD 0105 – Consultation ~ July Amend processes described in CSD 0101 (Registration: New Supply Points) and CSD 0105 (Error Rectification and Retrospective Amendments) and improve the submission of notifications to the retailer during the period of partial registration and the handling of data transactions which erase assets. Note: The cascade erasure part of the change might potentially be treated as a separate change. 28

Market Arrangements Code Panel
From the end of May, communications and documents prepared by MOSL on behalf of the Panel and its committees will carry a new logo identifying them as outputs of the Market Arrangements Code Panel and its Committees. E.g. Agendas & minutes Terms of reference Committee working practices Election/nomination communications Consultations Recommendation reports 29

General Data Protection Regulation – Code Requirements
MAC Changes (CPM007) Re-drafted Section 15 of the Market Arrangements Code (MAC) Key obligations: Roles and responsibilities Arrangements for data processors Use of and access to Market Personal Data New Schedule (13) for the MAC Detailed provisions for data protection, including processes for trading parties and the market operator to address any data subject requests Definitions in the MAC To reflect drafting changes A new form To give effect to processes related to data subject rights 30

General Data Protection Regulation – Code Requirements
WRC Changes (CPW029) Simplified part K of the Wholesale Retail Code (WRC) Removal of duplicated references to data protection, and requiring that parties to the WRC comply with the provisions for data protection (DP) set out in the MAC Clarification of the data items in the Data Catalogue (CSD 0301) and also the bilateral forms in the Operational terms To indicate data items that may contain market personal data 31

General Data Protection Regulation - Activities
04-Dec-17 11-Dec-17 18-Dec-17 25-Dec-17 01-Jan-18 08-Jan-18 15-Jan-18 22-Jan-18 29-Jan-18 05-Feb-18 12-Feb-18 19-Feb-18 26-Feb-18 05-Mar-18 12-Mar-18 19-Mar-18 26-Mar-18 02-Apr-18 09-Apr-18 16-Apr-18 23-Apr-18 30-Apr-18 07-May-18 14-May-18 21-May-18 28-May-18 04-Jun-18 11-Jun-18 18-Jun-18 25-Jun-18 02-Jul-18 09-Jul-18 16-Jul-18 23-Jul-18 30-Jul-18 06-Aug-18 13-Aug-18 20-Aug-18 27-Aug-18 03-Sep-18 10-Sep-18 17-Sep-18 24-Sep-18 01-Oct-18 08-Oct-18 15-Oct-18 22-Oct-18 29-Oct-18 05-Nov-18 12-Nov-18 19-Nov-18 26-Nov-18 03-Dec-18 10-Dec-18 17-Dec-18 24-Dec-18 31-Dec-18 07-Jan-19 14-Jan-19 21-Jan-19 28-Jan-19 04-Feb-19 11-Feb-19 18-Feb-19 25-Feb-19 04-Mar-19 Panel Change Status CPW032: Amend H/04 form to clarify tariff effected date In Consultation PW CP IWA Con Rec Imp CPW031:Extending the new connection suspension period Awaiting Implementation CPW030: Review of Market Performance Standards CPW029: GDPR and Data Protection Provisions Update Recommendation CPW028: Unpaired SPIDs In Assessment CPW027: QC Error Codes CPW026: Removing SPID version design CPW025: Use of TCORRs on inactive data entities DA CPW023: Market Entry and Re-assurance WRC CPW022: New Connection Retailer Unknown CPW019: Alternative Eligible Credit Support ` CPW018: Clarification of Unsecured Credit Allowance CPW014: CSD 0301 Updates CPW010: Emergency Contact Details CPM009: Board Nomination Process Extension CPM008: Review of Market Performance Standards CPM007: GDPR and Data Protection Provisions Update CPM006: Introducing a process for Urgent Change Proposals Initial Written Assessment On hold until futrther review CPM005: Market Entry and Re-assurance MAC Withdrawn System Imapcting General Data Protection Regulation - Activities Point of Contact Details Request for details issued on 20 March 2018 28 contacts received to date Contract Manager will be the default if no information received DEADLINE FOR RESPONSES – 15 May 2018 Once the deadline for responses has passed we will create the list of contacts and publish them on the GDPR area of the MOSL website. Summary of Arrangements Issued for comment on 4 April 2018 No comments received by deadline (18 April 2018) We will be publishing the Summary of Arrangements on the MOSL website shortly. 32

General Data Protection Regulation - Activities
04-Dec-17 11-Dec-17 18-Dec-17 25-Dec-17 01-Jan-18 08-Jan-18 15-Jan-18 22-Jan-18 29-Jan-18 05-Feb-18 12-Feb-18 19-Feb-18 26-Feb-18 05-Mar-18 12-Mar-18 19-Mar-18 26-Mar-18 02-Apr-18 09-Apr-18 16-Apr-18 23-Apr-18 30-Apr-18 07-May-18 14-May-18 21-May-18 28-May-18 04-Jun-18 11-Jun-18 18-Jun-18 25-Jun-18 02-Jul-18 09-Jul-18 16-Jul-18 23-Jul-18 30-Jul-18 06-Aug-18 13-Aug-18 20-Aug-18 27-Aug-18 03-Sep-18 10-Sep-18 17-Sep-18 24-Sep-18 01-Oct-18 08-Oct-18 15-Oct-18 22-Oct-18 29-Oct-18 05-Nov-18 12-Nov-18 19-Nov-18 26-Nov-18 03-Dec-18 10-Dec-18 17-Dec-18 24-Dec-18 31-Dec-18 07-Jan-19 14-Jan-19 21-Jan-19 28-Jan-19 04-Feb-19 11-Feb-19 18-Feb-19 25-Feb-19 04-Mar-19 Panel Change Status CPW032: Amend H/04 form to clarify tariff effected date In Consultation PW CP IWA Con Rec Imp CPW031:Extending the new connection suspension period Awaiting Implementation CPW030: Review of Market Performance Standards CPW029: GDPR and Data Protection Provisions Update Recommendation CPW028: Unpaired SPIDs In Assessment CPW027: QC Error Codes CPW026: Removing SPID version design CPW025: Use of TCORRs on inactive data entities DA CPW023: Market Entry and Re-assurance WRC CPW022: New Connection Retailer Unknown CPW019: Alternative Eligible Credit Support ` CPW018: Clarification of Unsecured Credit Allowance CPW014: CSD 0301 Updates CPW010: Emergency Contact Details CPM009: Board Nomination Process Extension CPM008: Review of Market Performance Standards CPM007: GDPR and Data Protection Provisions Update CPM006: Introducing a process for Urgent Change Proposals Initial Written Assessment On hold until futrther review CPM005: Market Entry and Re-assurance MAC Withdrawn System Imapcting General Data Protection Regulation - Activities Market Privacy Notice Circulated for comment on 2 May 2018 DEADLINE FOR RESPONSES – 16 May 2018 Trading parties must ensure that privacy notices, consistent with the Market Privacy Notice, are provided to Data Subjects (customers) to whom they deliver services. Secure Platform A secure platform to aid trading parties communicate on data subject requests is in development by MOSL’s digital team We will publish more information about this facility and the process for trading parties submitting requests notes ahead of 25 May 2018. 33

Market Performance Mike Robertson and Lauren Mulholland 34

MPS Disputes Policy 35 35

MPS Disputes Policy (1/3)
MPS charges are calculated by a new reporting solution developed by MOSL. The MPS calculations have been assured through: Internal MOSL testing Trading party testing PwC assurance on the data extraction procedures. MOSL will issue the first payable invoice for MPS charges relating to April 2018 in May 2018, if trading parties believe there is an error in the value of MPS charges, trading parties can dispute these charges. 36

MPS charges potential issues The data submitted by, or the performance of, one trading party impacts another’s MPS charges CMOS defects impact MPS charges MPS reporting defects create unwarranted MPS charges R1 inaccuracies generate a higher cap for trading parties. 37

Potential impact of errors in MPS Charges 1. Overall MPS charges are capped MPS charges are capped at 0.15% of a trading party’s R1 primary charges for the period. 2. The level of individual MPS charges are relatively low Wholesalers have a maximum exposure of £40 per failure and retailers have an exposure of £20 per failure. 38

Performance Resolution Policy

Performance Resolution Policy (1/3)
The performance resolution process will identify trading party underperformance using primarily the Market Performance Standards (MPS) and/or the Operational Performance Standards (OPS). MOSL have published our policy on the measurement and process for the following: Timescale Metrics for identification Processes if underperformance is identified. For the purpose of this process, performance will be assessed on each individual standard – with any resulting performance rectification plan being with respect to specific standards. 40

Process definition of underperformance Three consecutive months of performance that is lower than the peer average, where the median peer performance is greater than the average peer performance Three consecutive months of below-median performance with a downward trend Highly volatile performance over time We will use April 2018 as the first month for the purposes of these calculations. 41

Process following identification of underperformance Informal MOSL contact to establish the potential causes and any specific issues a trading party may be having Initial Performance Rectification Plan Written by trading party Should include the identification of root causes and tangible milestones for measurement The plan will be expected to generate performance improvement, but a specific level or direction of travel will be decided on a case by case basis. Non-compliance with the Initial PRP Escalation to MPC and then Panel, if necessary. 42

Discussion Topic – Best Practice
Andrew Bamber 43

Agenda Process and key outcomes: Working Group and process
Starting point and Market Codes Development of Accredited Entities (AE) and wholesaler agreement; use of addendums to Code of Practice Key points of ‘Good Practice’ for all participants Points for possible future review In light of experience and further trials Next steps 44

Working Group and Process
Process and key outcomes: Mix of Wholesalers: UU, NWB, Bristol, ST Retailers: Business Stream, AfB, Others: CCW, MOSL Workshop and reviews x3 Advantages of ‘Face to Face’ working group for all Learning from wholesalers who have been active in this area, well landed and practical, complications and customer tactics to evade Practical experience of ‘Scotland’ not dissimilar How retailers may ‘self help’, wholesalers support on a ‘level playing field’ basis and customer obligations and expectations met All at one regarding the importance of collecting the debt 45

Starting Point and Market Codes
Better understanding and agreement to a single agenda: Worked through to better appreciate the Market Codes and the obligations on retailers. Wholesalers able to put codes into context and share experience, the practicalities and the pitfalls Input from CCW regarding customer and regulator expectations and implications. Read consistency of approach Wholesalers able to support their wider responsibilities to WQ and Communication DEFRA, EHO etc. 46

Development of Accredited Entities (AE)
Wholesalers key in taking this through - Anglian, Bristol, Portsmouth - with Lloyds register: Some challenges along the way, remained committed to the cause and landed a robust outcome through Lloyds Enables expertise from outside the water industry to particulate on a credible basis (verified) Wholesalers x 5 agreed, more to follow AE only 1 for temporary disconnections so far, others in the pipeline Many wholesalers still offer the service and expertise for disconnection if required How do retailers make best use of the new AE’s and their wider experience? 47

Points of Good Practice for all participants
Better understanding and agreement to one agenda: Silent notification to wholesalers of sites for possible temporary disconnection seeking further and better detail e.g. Joint supplies, flat above shop, HH occupancy Aim: Reduce wasted effort, heads up retailer active at this SPID, due diligence by asking, most pertinent for those with only CMOS data Remain on site for a limited time after disconnection pending payment, minimize revisit costs and customer dissatisfaction Over 7 day disconnection proactive management and defined responsibilities. 48

Points for possible future review
Early indicators of market/industry processes that may be prudent to review: Ability to share lists of SPIDs under process rather than individual forms and take feedback How to record in CMOS salient SPID detail for posterity Common approach to joint supplies and preferred means to address. May require regulated funding for ‘occupier’ benefit. 49

In the light of experience and supported by further trials/experience
Further understanding and agreement to the single agenda: Diverging customer arrangements: Historic closed accounts: No Disconnection Deemed contract: on going Switched, new Ts&Cs defined payment Switched: Closed No customer side leak allowances: open communication (landed) Customers now have a choice so may switch, track the SPID history Previous market participants engaged to support the new process, AE’s seek to resolve, with disconnection as a last resort Retailer experience suggests: Credibility to disconnect facilitates collection without. Further experience will refine our expectations. 50

Next steps Better understanding of the single agenda:
Trial with AE to start shortly Ongoing retailer wholesaler disconnection activity Better detail around customer response to differing customer types and how best to ensure prompt payment through retailer collection activity (generic approach) To have quantified the ‘Historic issues’ debt in the retail area and so focus on looking forward To have established some ‘norms of business’ as a benchmark Encourage collection activity amongst all retailers Review on Oct 18 in the light of further experience 51

MOSL Location Update Steve Lyon 52 52

MOSL relocation 53 Relocation approach
To minimise the risk to the business from loss of knowledge and expertise, the relocation is planned to occur during the 2018/19 financial year The current plan, subject to member approval and employee consultation, is to move out of London by the end of January 2019 Exceptional cost outside of 18/19 business plan funding requirement. Key risks and mitigations The key transition risks mitigated as a result of the cost increase include, but are not limited to: Loss of key industry, operational and system knowledge due to staff exiting the business prior to completing the transition Business disruption by way of unplanned staff turnover during transition to the new location Potential delays in sourcing appropriately skilled staff in the new location to replace exiting staff 53

MOSL relocation Contribution
Cash flow requirement (contribution) of relocation costs to be borne by members in 2018/19 through an increase in MO charge. Relocation costs £000s Description Base cost £2,050 Cost to retain and transfer capability and to recruit and train the new team Contingency £410 Unplanned or unforeseen risks that may materialise Relocation cost £2,460 18/19 savings (£265) Savings due to delaying investment in the website, digital code simplification and technical service desk plus further savings in training and other support services Total funding requirement £2,195 17/18 refund (£440) To be returned to members in same proportion as charged through 2017/18, which would partially offset increased MO charges in 18/19 Net cost for 17/18 members £1,755 54

MOSL relocation 55 Funding mechanism
Contribution (full amount £2,195k) will be funded by members during 2018/19 based on same basis as MO charges The cost will be spread over a five year period through an increase in MO charges until 22/23 Each contributing member (those who paid the initial contribution in 2018/19) will receive a credit note against the relocation increase in MO charges (from 2019/20 to 22/23) The process will take account of changes in market share of participants over the period Eg. Members whose market share goes up will be charged more than the credit note. Those whose share goes down will be charged less, and any whose market share stays the same will be charged an amount equal to the credit note. If a company is a member of MOSL during 2018/19 (and / or joins during 2018/19), but consequently leaves the market during the 5-year period, they will not be entitled to a refund of the relocation charge Examples of the funding mechanism can be found on 55

MOSL relocation General meeting
General meeting on 18 May 2018 at 13:30 to vote on resolution Held at MOSL offices Monument Proxy votes need to be provided by 16 May Ordinary resolution requiring a majority in each voting class Wholesalers Un-associated retailers

Settlement Workshop Steve Arthur 57 57

Settlement Workshop Context 58

Settlement Workshop Context….. 59
Dispute runs ‘forced’ by timing issues – See RFI published Fri 4 May (closes 5pm Fri 18 May) Current 10 business day constraint; proposal suggests extending this E.g. Corrective for R2 Oct 2017 could be requested up until 31 May 2018 (because R3 will be run in July 2018) Changes to materiality levels for corrective, dispute & post Rf Reviewing more granular re-runs (currently only full W-R pairings) 59

Settlement Workshop Context….. 60
Early customer issues flag billing as significant cause of concern Differing retailer billing models (wholesale plus, retail minus etc) Multiple factors at play in billing complaints 60

Settlement Workshop Aims
To discuss scale of settlement issues To understand the impacts of issues in this area To agree the main contributing factors Discuss routes to improvement Coverage of settlement How good is consumption information How are Spids being classified? 61

Enabling effective financial settlement
Wider approach to market improvement Market Improvement Strategy – end May 18 Outcomes based Steps and tools to enable/drive improvements Market Performance Operating Plan (MPoP) – end June Plan based approach for improvement in focus areas Enabling effective financial settlement Ensuring all supply points can settle - User exceptions System exceptions Improving the consitency of settlement Unexpected results Trading disputes Timeliness of cyclic meter reads Level of estimated meter reads Accuracy of YVEs Unpaired SPIDs MeterX/Y coordinates Eligible premise charging attributes Meter read frequencies Meter read validation Settlement reconciliation process Data/performance Market Issues NAPS management Long unread meters Estimated transfer reads Presence / acc. YVEs Unpaired SPIDs Meter x/y Service components Meter read freq. Long unread meters Unpaired SPIDs 62

How do you address impacts
Break out session 1 – Ensure mix of retailers and wholesalers in group Q1 – What are wholesalers’ reflections on year 1, scale and impacts of settlement-related issues? Q2- What are retailers’ reflections on scale and impacts of settlement-related issues? How do issues manifest? How do you address impacts Do you have visibility of other parties issues? How wide-spread are concerns? 63

Break out session 2 – Data quality Performance Codes/ Behaviours
Ensure mix of retailers and wholesalers in group Q3 – What are main contributing factors to settlement issues? Q4 – What changes would you make in contributing areas? Codes/ Central system Behaviours Data quality Performance 64

AOB Wrap Up & Close

Thank You!

User Forum 10 May 2018.

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