{
  "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008",
  "json_url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008.json",
  "id": "uksi/2008/594",
  "title": "The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008",
  "short_title": "Water Supply and Sewerage Services (Customer Service Standards) 2008",
  "long_title": "Sections 38 and 39 of the Water Industry Act 1991 (“the Act”) authorise the Secretary of State to make regulations by statutory instrument setting out service standards that must be met by water undertakers, and sections 95 and 96 make similar provision in relation to sewerage undertakers. The regulations may provide for payments to be made to customers for failure to meet the prescribed standards. The power to make such standards in relation to water undertakers and sewerage undertakers whose areas are wholly or mainly in Wales was devolved to 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 exercisable by the Welsh Ministers.",
  "citation": "S.I. 2008/594",
  "type": "uksi",
  "year": "2008",
  "number": "594",
  "version": "current",
  "date": "2008-03-04",
  "revised": true,
  "valid_from": "2025-10-01",
  "extent": "E+W",
  "unapplied_effects": 0,
  "provisions": [
    {
      "path": "introduction",
      "kind": "introduction",
      "number": null,
      "heading": "Introductory text",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/introduction",
      "extent": "E+W",
      "status": null,
      "parent": null
    },
    {
      "path": "part/1",
      "kind": "part",
      "number": "1",
      "heading": "Introduction",
      "url": null,
      "extent": null,
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/1",
      "kind": "regulation",
      "number": "1",
      "heading": "Citation",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-1",
      "extent": "E+W",
      "status": null,
      "parent": "part/1"
    },
    {
      "path": "regulation/2",
      "kind": "regulation",
      "number": "2",
      "heading": "Commencement",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-2",
      "extent": "E+W",
      "status": null,
      "parent": "part/1"
    },
    {
      "path": "regulation/3",
      "kind": "regulation",
      "number": "3",
      "heading": "Extent",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-3",
      "extent": "E+W",
      "status": null,
      "parent": "part/1"
    },
    {
      "path": "regulation/4",
      "kind": "regulation",
      "number": "4",
      "heading": "Interpretation",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-4",
      "extent": "E+W",
      "status": null,
      "parent": "part/1"
    },
    {
      "path": "part/2",
      "kind": "part",
      "number": "2",
      "heading": "Customer service standards for Welsh undertakers",
      "url": null,
      "extent": null,
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/4A",
      "kind": "regulation",
      "number": "4A",
      "heading": "Interpretation of Part 2",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-4A",
      "extent": null,
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/5",
      "kind": "regulation",
      "number": "5",
      "heading": "Exclusions",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-5",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/6",
      "kind": "regulation",
      "number": "6",
      "heading": "Keeping of appointments",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-6",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/7",
      "kind": "regulation",
      "number": "7",
      "heading": "Complaints, account queries and requests about payment arrangements",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-7",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/8",
      "kind": "regulation",
      "number": "8",
      "heading": "Notice of interruption of supply",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-8",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/9",
      "kind": "regulation",
      "number": "9",
      "heading": "Entitlement to payment or credit where supply not restored as promised",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-9",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/10",
      "kind": "regulation",
      "number": "10",
      "heading": "Pressure standard",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-10",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/11",
      "kind": "regulation",
      "number": "11",
      "heading": "Flooding from sewers—internal flooding of buildings",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-11",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/12",
      "kind": "regulation",
      "number": "12",
      "heading": "Flooding from sewers—external flooding",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-12",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/13",
      "kind": "regulation",
      "number": "13",
      "heading": "Timing of payments",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-13",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/14",
      "kind": "regulation",
      "number": "14",
      "heading": "Means of payment, including where customer is in arrears",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-14",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/15",
      "kind": "regulation",
      "number": "15",
      "heading": "Payments not to affect other legal liabilities",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-15",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/16",
      "kind": "regulation",
      "number": "16",
      "heading": "Notice of rights to be given to customers",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-16",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "regulation/17",
      "kind": "regulation",
      "number": "17",
      "heading": "Reference of disputes to the Authority",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17",
      "extent": "E+W",
      "status": null,
      "parent": "part/2"
    },
    {
      "path": "part/3",
      "kind": "part",
      "number": "3",
      "heading": "Customer service standards for English service providers and English wholesalers",
      "url": null,
      "extent": null,
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/17A",
      "kind": "regulation",
      "number": "17A",
      "heading": "Interpretation of Part 3",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17A",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17B",
      "kind": "regulation",
      "number": "17B",
      "heading": "Exclusions",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17B",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17C",
      "kind": "regulation",
      "number": "17C",
      "heading": "Keeping of appointments",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17C",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17D",
      "kind": "regulation",
      "number": "17D",
      "heading": "Complaints, account queries and requests about payment arrangements",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17D",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17E",
      "kind": "regulation",
      "number": "17E",
      "heading": "Notice of interruption of supply",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17E",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17F",
      "kind": "regulation",
      "number": "17F",
      "heading": "Entitlement to payment or credit where supply not restored as promised or as required",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17F",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17G",
      "kind": "regulation",
      "number": "17G",
      "heading": "Pressure standard",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17G",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17H",
      "kind": "regulation",
      "number": "17H",
      "heading": "Flooding from sewers – internal flooding of buildings",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17H",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17I",
      "kind": "regulation",
      "number": "17I",
      "heading": "Flooding from sewers – external flooding and flooding of non-domestic outbuildings",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17I",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17IA",
      "kind": "regulation",
      "number": "17IA",
      "heading": "Domestic customers in arrears",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17IA",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17IB",
      "kind": "regulation",
      "number": "17IB",
      "heading": "Moving to measured charging for supply of water",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17IB",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17IC",
      "kind": "regulation",
      "number": "17IC",
      "heading": "Reading of meters",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17IC",
      "extent": null,
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    },
    {
      "path": "regulation/17ID",
      "kind": "regulation",
      "number": "17ID",
      "heading": "Core priority services",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17ID",
      "extent": null,
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    {
      "path": "regulation/17IE",
      "kind": "regulation",
      "number": "17IE",
      "heading": "Water quality notices: restrictions on consumption etc. of water",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17IE",
      "extent": null,
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    {
      "path": "regulation/17IF",
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      "number": "17IF",
      "heading": "Indexation",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17IF",
      "extent": null,
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      "parent": "part/3"
    },
    {
      "path": "regulation/17J",
      "kind": "regulation",
      "number": "17J",
      "heading": "Timing etc. of payments under regulations 17C to 17H and 17IA to 17IE",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17J",
      "extent": null,
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    {
      "path": "regulation/17JA",
      "kind": "regulation",
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      "heading": "Timing of payments under regulation 17I",
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      "extent": null,
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      "path": "regulation/17K",
      "kind": "regulation",
      "number": "17K",
      "heading": "Payments by English wholesalers to English service providers",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17K",
      "extent": null,
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    },
    {
      "path": "regulation/17L",
      "kind": "regulation",
      "number": "17L",
      "heading": "Means of payment, including where customer is in arrears",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17L",
      "extent": null,
      "status": null,
      "parent": "part/3"
    },
    {
      "path": "regulation/17M",
      "kind": "regulation",
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      "heading": "Payments not to affect other legal liabilities",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17M",
      "extent": null,
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    },
    {
      "path": "regulation/17N",
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      "number": "17N",
      "heading": "Notice of rights to be given to customers",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17N",
      "extent": null,
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      "parent": "part/3"
    },
    {
      "path": "regulation/17O",
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      "heading": "Reference of disputes to the Authority",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17O",
      "extent": null,
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      "parent": "part/3"
    },
    {
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      "extent": null,
      "status": null,
      "parent": "part/3"
    },
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      "url": null,
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      "status": null,
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      "number": null,
      "heading": "Signature",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/signature",
      "extent": "E+W",
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      "number": "THE",
      "heading": "Regulations revoked",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/schedule",
      "extent": "E+W",
      "status": null,
      "parent": null
    },
    {
      "path": "note",
      "kind": "note",
      "number": null,
      "heading": "Explanatory note",
      "url": "https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/note",
      "extent": "E+W",
      "status": null,
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    }
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      "id": "ukpga/1991/56",
      "title": "Water Industry Act 1991",
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      "provisions": [
        "section/38",
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        "section/213"
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    "retrieved_at": "2026-10-29T03:34:59.035010+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
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}