MOSL, the market operator for the non-household water retail market in England, has published its 2022/23 Annual Market Performance Report (AMPR) which provides an overview of trading parties’ performance and assurance over the past 12 months.
This is the fifth AMPR produced by MOSL since the market opened in April 2017, Enabling more than 1.2 million business customers to choose who supplies their water and wastewater services.
Over the last year trading parties managed to maintain or improve their performance against several metrics, such as the Retailer Measure of Experience (R-Mex) and Long Unread Meters (LUMs).
The report is published against a backdrop of the Market Performance Framework (MPF) Reform, a key improvement programme in MOSL’s 2023-26 Business Plan to undertake a “root and branch” reform of the framework and the incentives to ensure they drive the right behaviours in the market to deliver better customer outcomes.
The report says MOSL has seen improvements in the market in a range of areas over the year, including:
Non-household premises data completeness has improved significantly - This sets the foundation for the Central Data Cleanse programme and not only assists in locating meters, but also helps to identify whether a premises should be in the non-household market.
Improving settlement accuracy has remained a priority - Under the Market Performance Committee’s (MPC) direction, MOSL established a market indicator to provide clarity to trading parties around the accuracy of settlement across reconciliation runs. This has highlighted the impact on settlement of setting Yearly Volume Estimates (YVEs) to unrealistically low values.
There has been greater integration between MOSL’s performance monitoring work and the deployment of audit tools. By bringing its market audit services in-house, the market operator says MOSL has reduced costs; improved its internal capability; and helped to retain knowledge in the company. This approach has also created a greater opportunity to provide rounded assurance about the performance of the market.
Adam Richardson, Market Development Director at MOSL commented:
“It’s encouraging to see market improvements in a range of areas this year by both wholesalers and retailers, particularly in completeness of premises and customer data. I am also pleased that a few parties have already taken positive steps with the enhanced focus on settlement variations and estimation accuracy through our new settlement parity dashboard.
“However, while we have seen some isolated areas of improvement in meter reading, this remains a key market friction which is preventing all customers from receiving timely and accurate bills.
I look forward to working closely with trading parties, the Market Performance Committee and stakeholders, as we continue to drive performance and improvements to the incentives that support it in 2023/24.”
Click here to download the report in full.
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