# The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, Regulation 17F: Entitlement to payment or credit where supply not restored as promised or as required


(1) This regulation applies where the supply of water to premises is interrupted or cut off otherwise than—
(a) because of drought; or
(b) by the English water wholesaler in exercise of its powers under section 61 or 62 of the WIA.
(1A) Such an incident is referred to in this regulation as a “supply incident”.
(2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
(3) The English wholesaler must restore the supply following a supply incident—
(a) if it was required to serve a notice under 60(3) of the WIA, by the date and time specified in the notice;
(b) in any other case, within the period of 12 hours beginning when it interrupted or cut off the supply or, as the case may be, it first became aware of the supply incident.
(4) Subject to paragraphs (6) and (6A), if the English wholesaler fails to restore the supply following the supply incident by the time by which the English wholesaler should, under paragraph (3), have done so—
(a) the English service provider must pay the customer—
(i) where the supply is to domestic premises, £50;
(ii) where the supply is to premises of any other kind, £100; and
(iii) for each subsequent full period of 12 hours during which the supply has not been restored—
(aa) where the supply is to domestic premises, £50; and
(bb) where the supply is to premises of any other kind, £100; and
(b) the English wholesaler must pay the English service provider in accordance with regulation 17K.
(5) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
(6) The English service provider need not pay the customer, and the English wholesaler need not pay the English service provider, under paragraph (4)—
(a) if (or, as the case may be, so long as) the English wholesaler was prevented from restoring the supply by—
(i) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
(ii) industrial action by the employees of the English wholesaler;
(iii) the act or default of a person who is not an officer, employee or agent of the English wholesaler; or
(iv) 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;
(b) in a case described in paragraph (3)(b) or (c), if the circumstances are so exceptional that it is unreasonable to expect the supply to be restored within the relevant period; or
(c) if—
(i) the English service provider could not practicably have identified the customer has 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.
(6A) An English wholesaler is not required to make payments under paragraph (4) to a customer in respect of a particular supply incident which, in total, exceed twice the water supply charge amount.
(6B) The “water supply charge amount”, in relation to a customer, is a sum equal to the charges payable by the customer for the relevant supply period for the supply of water to the affected premises.
(6C) For the purposes of paragraph (6B), the relevant supply period, in relation to a particular supply incident, is the period of 12 months beginning with the day on which the supply was interrupted or cut off.
(7) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Source: https://www.legislation.gov.uk/uksi/2008/594/regulation/17F (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-17F
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.