{
  "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025/regulation-6",
  "json_url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025/regulation-6.json",
  "legislation": "uksi/2025/662",
  "legislation_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025",
  "legislation_url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025",
  "path": "regulation/6",
  "kind": "regulation",
  "number": "6",
  "heading": "Amendment of regulation 17C",
  "text": "(1) Regulation 17C (keeping of appointments) is amended as follows.\n(2) For paragraph (1) substitute—\n“(1) This regulation applies if a representative of an English duty-holder is to visit a customer’s premises in connection with the provision of water supply services or sewerage services other than in emergency circumstances.\n(1A) A representative of an English duty-holder is to visit a customer’s premises in emergency circumstances if—\n(a) the issue must be resolved urgently or outside the English duty-holder’s normal working hours (or both), and\n(b) to enable the issue to be so resolved, the visit must take place—\n(i) with less than 24 hours’ notice;\n(ii) on a day which is not a working day; or\n(iii) during any period on a working day which is outside the English duty-holder’s normal working hours.\n(1B) For the purposes of paragraph (1A), an English duty-holder’s normal working hours on a working day include the periods that the duty-holder specifies as the morning and the afternoon for a visit on that working day in accordance with paragraph (3)(d).”.\n(3) In paragraph (2) for “English service provider or English wholesaler” substitute “English duty-holder”.\n(4) In paragraph (3)(d) for “English service provider or English wholesaler” substitute “English duty-holder”.\n(5) In paragraph (4)—\n(a) for sub-paragraph (a) substitute—\n“(a) the English service provider must pay the customer £40, if the English duty-holder gives a notice that is not in accordance with paragraph (3);\n(aa) the English service provider must pay the customer £50 if—\n(i) a representative does not attend the premises on the date specified in the notice; or\n(ii) a representative attends the premises on the date specified in the notice but not during (as the case may be)—\n(aa) the period of two hours specified in the notice;\n(bb) the period specified in the notice as “the morning”; or\n(cc) the period specified in the notice as “the afternoon”;”;\n(b) in sub-paragraph (b), after “sub-paragraph (a)” insert “or (aa)”.\n(6) Omit paragraph (5).\n(7) In paragraph (6)—\n(a) in sub-paragraph (b), for “English service provider or English wholesaler” substitute “English duty-holder”;\n(b) in sub-paragraph (c), for “English service provider or English wholesaler” substitute “English duty-holder”.\n(8) In paragraph (7)—\n(a) in sub-paragraph (b)(i), for “English service provider or the English wholesaler” substitute “English duty-holder”;\n(b) in sub-paragraph (c)(i), for “English wholesaler or the English service provider” substitute “English duty-holder”.\n(9) In paragraph (8) for “English service provider or the English wholesaler” substitute “English duty-holder”.",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2025/662/regulation/6",
    "retrieved_at": "2026-10-28T21:15:12.125955+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}