Regulation 17ID Core priority servicesF1F2
An English service provider must keep and maintain a register (a “Core Priority Services Register”) of the domestic customers whose circumstances are such that they require one or more core priority services to be provided to them by the English service provider.
The “core priority services” are—
delivery of an alternative water supply during any supply interruption;
use of alternative formats of communication, such as braille, audio information or large print;
allowing a person appointed by, or on behalf of, the customer to manage their account on their behalf.
The English service provider must ensure that a customer can request inclusion in the Core Priority Services Register if they wish to do so.
But the English service provider must not make such a request a condition of inclusion in the Core Priority Services Register.
If, before 1st October 2025, an English service provider provides one or more core priority services to any of its domestic customers, it must—
include those customers in the Core Priority Services Register on 1st October 2025, and
give each of those customers a CPSR inclusion notice before the end of the relevant period.
If an English service provider receives a request from a domestic customer, on or after 1st October 2025, to be included on the Core Priority Services Register, it must, before the end of the relevant period, give the customer—
a CPSR inclusion notice, or
if it decides not to include the customer in the Core Priority Services Register, a statement of the reasons for its decision.
A “CPSR inclusion notice” is a notice which includes the following information—
a statement of the reasons for which a domestic customer is being included in the Core Priority Services Register,
the core priority services which will be provided to the domestic customer whilst they remain included in the Core Priority Services Register (each a “relevant core priority service”), and
where the English service provider indicates that it will provide a particular core priority service in response to an incident or type of incident (including emergencies), the latest time by which it expects to provide that service following such an incident.
The English service provider must pay a domestic customer £100 if—
it includes the customer in the Core Priority Services Register, but
does not give the customer a CPSR inclusion notice before the end of the relevant period.
The English service provider must pay a domestic customer £100 if it—
fails to provide one or more relevant core priority services to the customer in response to an incident, or
provides one or more relevant core priority services in response to an incident, but provides any of those services after the time included in the CPSR notice in accordance with paragraph (7)(c) for that service.
For the purposes of this regulation—
a “domestic customer” is a customer who is supplied with water or sewerage services (or both) at domestic premises (but excludes such a customer to the extent they are provided with any such services at premises other than domestic premises);
“the relevant period” is the period of 30 days beginning with—
in relation to a domestic customer who makes a request to be included in the Core Priority Services Register, the day on which the English service provider receives that request;
otherwise, the day on which the domestic customer is included in the Core Priority Services Register.
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
Regs. 17IA-17IF inserted (2.7.2025 for specified purposes, 1.10.2025 in so far as not already in force) by The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025 (S.I. 2025/662), regs. 1(2)(d)(3), 13(1) (with regs. 17, 18)