{
  "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-1989/regulation-3",
  "json_url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-1989/regulation-3.json",
  "legislation": "uksi/1989/1159",
  "legislation_title": "The Water Supply and Sewerage Services (Customer Service Standards) Regulations 1989",
  "legislation_url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-1989",
  "path": "regulation/3",
  "kind": "regulation",
  "number": "3",
  "heading": "Keeping appointments",
  "text": "(1) This regulation applies where a water or sewerage undertaker gives notice to a customer that its representative will visit domestic premises mentioned in the notice on a date so mentioned (“the appointed day”), being a visit which requires access to be afforded to the representative or for which it would otherwise be reasonable to expect the customer or a person acting on his behalf to be present on the premises.\n(2) Where this regulation applies and a visit is not made on the appointed day, the undertaker shall, except in the circumstances described in paragraph (3), pay to the customer (or credit to his account) the sum of £5.\n(3) The circumstances described in this paragraph are–\n(a) that the customer has cancelled the appointment; or\n(b) that the undertaker has cancelled the appointment by giving the customer not less than 24 hours' notice of cancellation; or\n(c) that it was impractical to make the visit on the appointed day because of severe weather conditions or industrial action by the undertaker’s employees or the act or default of a person other than an officer, employee or agent of the undertaker or a person acting on behalf of its agent and those conditions or that action, act or default could not reasonably have been foreseen by the undertaker sufficiently early to enable it to cancel the appointment in accordance with subparagraph (b) or to make suitable alternative arrangements to fulfil it; or\n(d) that the customer has not made a written claim for a payment under this regulation within 3 months of the appointed day.\n(4) For the purposes of this regulation, where an undertaker holds a record signed by a representative who was instructed to make the visit that the visit was made on the appointed day that visit shall be regarded as having been made unless the customer establishes that the record is incorrect.",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [
    {
      "type": "rev in pt",
      "affecting": "uksi/1993/500",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1993"
    },
    {
      "type": "added",
      "affecting": "uksi/1993/500",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1993"
    },
    {
      "type": "substituted",
      "affecting": "uksi/1993/500",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1993"
    },
    {
      "type": "revoked",
      "affecting": "uksi/1993/500",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1993"
    },
    {
      "type": "amended",
      "affecting": "uksi/1993/500",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1993"
    },
    {
      "type": "substituted (with spec. appliedcation)",
      "affecting": "uksi/2000/2301",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2000"
    },
    {
      "type": "amended",
      "affecting": "uksi/1989/1383",
      "affecting_title": "The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 1989"
    }
  ],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/1989/1159/regulation/3",
    "retrieved_at": "2026-10-29T15:41:03.675537+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."
}