Regulation 17E Notice of interruption of supplyF1

(F21)

This regulation applies where the supply of water to premises is, or is to be, interrupted or cut off for any reason.

(1A)

Paragraph (2) applies where an English wholesaler—

(a)

exercises its power under section 60(1) of the WIA (disconnections for the carrying out of necessary works), and

(b)

is required to serve a notice under section 60(3) of the WIA.

(2)

If F3this paragraph applies, the English wholesaler must—

(a)

specify in the notice—

(i)

the earliest date and time after which the English wholesaler reasonably expects that the supply will be interrupted or cut off; and

(ii)

the latest date and time by which the English wholesaler reasonably expects that the supply will be restored; and

(b)

if the water is to be cut off for more than four hours, give at least 48 hours’ notice before the supply is interrupted or cut off.

(F43)

Paragraph (4) applies if—

(a)

because of an emergency, an English wholesaler—

(i)

interrupts or cuts off the supply of water to the premises of a customer in exercise of its powers under section 60(1) of the WIA, and

(ii)

is excused from the requirement under section 60(3) of the WIA to serve a notice, or

(b)

the supply of water to the premises of a customer is interrupted or cut off otherwise than by an English wholesaler in exercise of any of its powers under the WIA.

(4)

If this paragraph applies the English wholesaler must, as soon as is reasonably practicable, take all reasonable steps to notify each affected customer—

(a)

that the supply has been interrupted or cut off;

(b)

where an alternative supply can be obtained;

(c)

of the time by which it is proposed that the supply should be restored; and

(d)

of the telephone number of an office from which further information may be obtained.

(5)

Subject to paragraph (7), if the English wholesaler fails to comply with paragraph (2)(b)—

(a)

the English service provider must pay each customer whose supply of water was interrupted or cut off—

(i)

if the supply is to domestic premises, F5£50; and

(ii)

if the supply is to premises of any other kind, F6£100; and

(b)

the English wholesaler must pay the English service provider in accordance with regulation 17K.

F7(6)

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

(7)

The English service provider need not pay the customer, and the English wholesaler need not pay the English service provider, under paragraph (5)—

(a)

if it was impracticable to give notice by the time required because of—

(i)

industrial action by employees of the English wholesaler or the English service provider;

(ii)

the act or default of a person who is not an officer, employee or agent of the English wholesaler; or

(iii)

the act or default of a person who is not a person acting on behalf of the English wholesaler or of an agent of the English wholesaler; or

(b)

if—

(i)

the English service provider could not practicably have identified the customer as having been affected; and

(ii)

the customer does not make a claim (orally or in writing) to the English service provider for a payment under this regulation within the 3 months following the date on which the supply was interrupted or cut off.

Annotations

Textual amendments

F1: Pt. 3 inserted (1.4.2017) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2017 (S.I. 2017/246), regs. 1(1), 7 (with reg. 9)
F2: Reg. 17E(1)(1A) substituted for reg. 17E(1) (2.7.2025) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(2) (with regs. 17, 18)
F3: Words in reg. 17E(2) substituted (2.7.2025) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(3) (with regs. 17, 18)
F4: Reg. 17E(3) substituted (2.7.2025) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(4) (with regs. 17, 18)
F5: Sum in reg. 17E(5)(a)(i) substituted (2.7.2025) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(5)(a) (with regs. 17, 18)
F6: Sum in reg. 17E(5)(a)(ii) substituted (2.7.2025) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(5)(b) (with regs. 17, 18)
F7: Reg. 17E(6) omitted (2.7.2025) by virtue of The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(3), 8(6) (with regs. 17, 18)