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The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008

S.I. 2008/594 · Made 4 March 2008 · Extends to England and Wales

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Water Industry, England And Wales

Made 4th March 2008

Laid before Parliament 10th March 2008

Laid before the National Assembly for Wales 10th March 2008

Coming into force 1st April 2008

The Secretary of State, in relation to water undertakers and sewerage undertakers whose areas are not wholly or mainly in Wales, and the Welsh Ministers, in relation to water undertakers and sewerage undertakers whose areas are wholly or mainly in Walesf1, make these Regulations in exercise of the powers conferred by sections 38(2) to (4), 95(2) to (4) and paragraphs (2)(d) and (e), (2A)(a), (b) and (c), and (2B) of section 213, of the Water Industry Act 1991f2 (“the WIA”).

The Water Services Regulation Authority (“the Authority”), acting pursuant to sections 39(1A) and 96(1A) of the WIA, has arranged for such research as it considers appropriate with a view to discovering the views of a representative sample of persons likely to be affected by these Regulations, and has considered the results.

The Authority has made written applications complying with sections 39(2) and 96(2) of the WIA to the Secretary of State and the Welsh Ministers.

The Secretary of State and the Welsh Ministers are satisfied that the Authority has served copies of the applications on every water undertaker and sewerage undertaker specified in the applications and on persons or bodies appearing to them to be representative of persons likely to be affected by these Regulations.

The Secretary of State and the Welsh Ministers have allowed such period as they consider appropriate for any affected water or sewerage undertaker or person or body on whom a copy of an application has been served to make representations or objections with respect to the Authority’s proposals.

The Secretary of State and the Welsh Ministers have considered a written summary of the results of the research carried out, the Authority’s reasons for its proposals and every representation or objection duly made with respect to those proposals and not withdrawn.

The only provisions of these Regulations (other than provisions representing the consolidation of the Water Supply and Sewerage Services (Customer Service Standards) Regulations 1989f3) are the provisions proposed by the Authority in its applications.

Annotations to the whole text

Footnotes

f1

The functions under sections 38 and 95 of the Water Industry Act 1991 in relation to water undertakers and sewerage undertakers whose areas are wholly or mainly in Wales were conferred on the National Assembly for Wales by the National Assembly for Wales (Transfer of Functions) Order 1999, SI 1999/672, article 2(a), Schedule 1 (as amended by the National Assembly for Wales (Transfer of Functions) Order 2000, SI 2000/253, article 4, Schedule 3(e)). By virtue of section 162 of, and paragraph 30 of Schedule 11 to, the Government of Wales Act 2006 (c. 32), functions conferred on the National Assembly for Wales are now exercisable by the Welsh Ministers.

f2

1991 c.56.

f3

S.I. 1989/1159.

Contents

  1. Part 1: Introduction
  2. 1Citation
  3. 2Commencement
  4. 3Extent
  5. 4Interpretation
  6. Part 2: Customer service standards for Welsh undertakers
  7. 4AInterpretation of Part 2
  8. 5Exclusions
  9. 6Keeping of appointments
  10. 7Complaints, account queries and requests about payment arrangements
  11. 8Notice of interruption of supply
  12. 9Entitlement to payment or credit where supply not restored as promised
  13. 10Pressure standard
  14. 11Flooding from sewers—internal flooding of buildings
  15. 12Flooding from sewers—external flooding
  16. 13Timing of payments
  17. 14Means of payment, including where customer is in arrears
  18. 15Payments not to affect other legal liabilities
  19. 16Notice of rights to be given to customers
  20. 17Reference of disputes to the Authority
  21. Part 3: Customer service standards for English service providers and English wholesalers
  22. 17AInterpretation of Part 3
  23. 17BExclusions
  24. 17CKeeping of appointments
  25. 17DComplaints, account queries and requests about payment arrangements
  26. 17ENotice of interruption of supply
  27. 17FEntitlement to payment or credit where supply not restored as promised or as required
  28. 17GPressure standard
  29. 17HFlooding from sewers – internal flooding of buildings
  30. 17IFlooding from sewers – external flooding and flooding of non-domestic outbuildings
  31. 17IADomestic customers in arrears
  32. 17IBMoving to measured charging for supply of water
  33. 17ICReading of meters
  34. 17IDCore priority services
  35. 17IEWater quality notices: restrictions on consumption etc. of water
  36. 17IFIndexation
  37. 17JTiming etc. of payments under regulations 17C to 17H and 17IA to 17IE
  38. 17JATiming of payments under regulation 17I
  39. 17KPayments by English wholesalers to English service providers
  40. 17LMeans of payment, including where customer is in arrears
  41. 17MPayments not to affect other legal liabilities
  42. 17NNotice of rights to be given to customers
  43. 17OReference of disputes to the Authority
  44. 17PReview
  45. Part 4: Revocation
  46. 18Revocation
  47. Signature
  48. Schedule THERegulations revoked
  49. Explanatory note