Explanatory note

These Regulations amend the customer service standards that apply under Part 3 of the Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008 (“the 2008 Regulations”) to English service providers. English service providers include water undertakers, sewerage undertakers, water supply licensees and sewerage licensees operating in England.

Regulation 17C of the 2008 Regulations (keeping of appointments) is amended to make clear that the regulation does not apply in cases where a representative of a licensee is required to visit a customer in emergency circumstances (see regulation 6).

Regulation 17D of the 2008 Regulations (complaints, account queries and requests about payment arrangements) is amended to provide for complaints, queries and requests to be made otherwise than in writing (see regulation 7). The content of the statement of rights that undertakers and licensees are required to provide to their customers under regulation 17N of the 2008 Regulations is updated so that undertakers and licensees are required to make clear the means by which they will accept these complaints, queries and requests being made and how valid addresses or other communication details will be made available to customers (see regulation 16).

Regulation 17E of the 2008 Regulations (notice of interruption of supply) is amended so that the standard in this provision applies in cases where the water supply is cut-off or interrupted by the English wholesaler. Corresponding amendments are made to regulation 17F of the 2008 Regulations (entitlement to payment or credit where supply not restored as promised) (see regulations 8 and 9).

Regulation 17G of the 2008 Regulations (pressure standard) is amended to make clearer the circumstances in which a drop in pressure will trigger a requirement to pay compensation under this standard (see regulation 10).

Amendments are also made to regulations 17C to 17I to update the amount of compensation payable by licensees where the standards set out in those regulations are not met (see regulations 6 to 12).

In addition new standards are introduced in relation to:

• domestic customers who are in arrears (new regulation 17IA of the 2008 Regulations);

• customers who want to be moved onto measured charges for the supply or water (new regulation 17IB of the 2008 Regulations);

• the reading of water meters (new regulation 17IC of the 2008 Regulations);

• the provision of core priority services to customers (new regulation 17ID of the 2008 Regulations);

• the use of water quality notices (new regulation 17IE of the 2008 Regulations),

(see regulation 13).

Provision is also made for the indexation of amounts specified in Part 3 of the Regulations (new regulation 17IF of the 2008 Regulations (see regulation 13)).

These Regulations also amend the standards on the making of payments under the 2008 Regulations and the amounts payable by undertakers and licensees in cases where these standards are not complied with (see regulation 14).

These Regulations also make various minor and consequential amendments, and related savings and transitional provisions.

A full impact assessment has not been produced for this instrument as no, or no significant, impact on the private, voluntary or public sector is foreseen.