# The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025, Regulation 20: Transitional provisions: statements of communication methods


(1) An English service provider must give each transitional period customer a statement of rights supplement for the transitional period.
(2) The statement of rights supplement must contain the following information—
(a) a statement as to whether the English service provider will, during the transitional period, accept relevant communications made using either or both of the following—
(i) an alternative means of communication;
(ii) email,
(b) a statement as to how the relevant addresses will be notified to customers by the English service provider,
(c) a statement as to whether the English wholesaler will, during the transitional period, accept relevant communications made using either or both of the following—
(i) an alternative means of communication;
(ii) email, and
(d) a statement as to how the relevant addresses will be notified to customers by the English wholesaler.
(3) If the English service provider is aware that accounts to a transitional period customer cover the supply of water or sewerage services to other customers it must—
(a) give the transitional period customer enough copies of the statement of rights supplement to enable the transitional period customer to give a copy to each of those other customers, or
(b) send a copy of the supplement to each of those other customers directly.
(4) The statement of rights supplement must be given to the transitional period customers as soon as is reasonably practicable and in any event—
(a) if they were a customer on 1st October 2025, no later than 15th October 2025, or
(b) if they were not a customer on 1st October 2025, within the period of 14 days beginning with the day after they became a customer.
(5) In this regulation—
“an alternative means of communication” has the meaning given for the purposes of regulation 17D(7A) of the 2008 Regulations;
“customer” has the meaning given in regulation 17A of the 2008 Regulations;
“relevant communication” and “relevant addresses” have the meanings given for the purposes of paragraph (1B) of regulation 17N of the 2008 Regulations;
“the transitional period”, in relation to an English service provider, means the period—
(a) beginning with 1st October 2025, and
(b) ending when the English service provider gives a statement under regulation 17N(1) of the 2008 Regulations for the financial year beginning on 1st April 2026;
“transitional period customer”, in relation to an English service provider, means a person—
(a) to whom the English service provider sends an account in the financial year beginning on 1st April 2025, and
(b) who either—
(i) remains a customer on 1st October 2025, or
(ii) becomes a customer on or after 1st October 2025 but before 1st April 2026.

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Source: https://www.legislation.gov.uk/uksi/2025/662/regulation/20 (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025/regulation-20
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.