Explanatory note
(This note is not part of the Regulations)
These Regulations amend the Water Supply and Sewerage Services (Customer Service Standards) Regulations 1989.
The two principal changes are to regulation 5. A new paragraph (2)(c) entitles a customer to claim £5 where a water undertaker or a sewerage undertaker fails to despatch a substantive reply within 20 working days of receipt of a complaint about water or sewerage services in circumstances in which investigation of the complaint requires a visit by the undertaker to the customer’s premises. A new paragraph (2)(f) provides an exemption where severe weather conditions make it impracticable to make the visit in time to comply.
The Regulations also make a number of minor drafting amendments.