# The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025, Regulation 6: Amendment of regulation 17C


(1) Regulation 17C (keeping of appointments) is amended as follows.
(2) For paragraph (1) substitute—
“(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.
(1A) A representative of an English duty-holder is to visit a customer’s premises in emergency circumstances if—
(a) the issue must be resolved urgently or outside the English duty-holder’s normal working hours (or both), and
(b) to enable the issue to be so resolved, the visit must take place—
(i) with less than 24 hours’ notice;
(ii) on a day which is not a working day; or
(iii) during any period on a working day which is outside the English duty-holder’s normal working hours.
(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).”.
(3) In paragraph (2) for “English service provider or English wholesaler” substitute “English duty-holder”.
(4) In paragraph (3)(d) for “English service provider or English wholesaler” substitute “English duty-holder”.
(5) In paragraph (4)—
(a) for sub-paragraph (a) substitute—
“(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);
(aa) the English service provider must pay the customer £50 if—
(i) a representative does not attend the premises on the date specified in the notice; or
(ii) a representative attends the premises on the date specified in the notice but not during (as the case may be)—
(aa) the period of two hours specified in the notice;
(bb) the period specified in the notice as “the morning”; or
(cc) the period specified in the notice as “the afternoon”;”;
(b) in sub-paragraph (b), after “sub-paragraph (a)” insert “or (aa)”.
(6) Omit paragraph (5).
(7) In paragraph (6)—
(a) in sub-paragraph (b), for “English service provider or English wholesaler” substitute “English duty-holder”;
(b) in sub-paragraph (c), for “English service provider or English wholesaler” substitute “English duty-holder”.
(8) In paragraph (7)—
(a) in sub-paragraph (b)(i), for “English service provider or the English wholesaler” substitute “English duty-holder”;
(b) in sub-paragraph (c)(i), for “English wholesaler or the English service provider” substitute “English duty-holder”.
(9) In paragraph (8) for “English service provider or the English wholesaler” substitute “English duty-holder”.

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Source: https://www.legislation.gov.uk/uksi/2025/662/regulation/6 (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-amendment-regulations-2025/regulation-6
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.