# The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008, Regulation 6: Keeping of appointments

Extent: E+W

(1) This regulation applies if a representative of a relevant Welsh undertaker is to visit a customer’s premises in connection with the provision of water supply services or sewerage services.
(2) If the representative requires access to the premises, or it would otherwise be reasonable to expect the customer or a person acting on the customer’s behalf to be on the premises, the Welsh undertaker must—
(a) consult the customer orally or in writing to try to agree on a day to attend the premises; and
(b) give the customer notice, orally or in writing, of when the representative will attend the premises.
(3) The undertaker’s notice must specify—
(a) the premises;
(b) the date that the representative will attend them;
(c) either—
(i) if the customer so requests, a period of two hours during which the visit will be made; or
(ii) otherwise, whether the visit will be made during the morning or the afternoon; and
(d) if the notice specifies that the visit will be made during the morning or afternoon, at what times the Welsh undertaker regards the morning or the afternoon, as the case requires, as beginning and ending.
(4) Subject to paragraph (6), the Welsh undertaker must pay the customer £20 if—
(a) the Welsh undertaker gives a notice that is not in accordance with paragraph (3);
(b) a representative does not attend the premises on the date specified in the notice; or
(c) a representative does attend the premises on that date, but—
(i) if the notice specified a two-hour period for the attendance, the representative does not attend during the specified period; or
(ii) if the notice specified that the representative would attend during the morning or afternoon, the representative does not attend during the period specified in the notice as being the period of the morning or the afternoon, as the case requires.
(5) No application by the customer for the payment is necessary.
(6) However, the Welsh undertaker need not pay the customer under paragraph (4) if—
(a) the customer cancels the appointment;
(b) the Welsh undertaker cancels the appointment by giving the customer at least 24 hours’ notice, orally or in writing, of the cancellation; or
(c) it became impracticable, for a reason mentioned in paragraph (7), for the representative to keep the appointment, and the Welsh undertaker could not reasonably have so foreseen in time to enable it—
(i) to cancel the appointment giving 24 hours’ notice; or
(ii) to make other suitable arrangements for a representative to attend the premises at the arranged time.
(7) The reasons are—
(a) severe weather;
(b) industrial action by employees of the Welsh undertaker; and
(c) the act or default of a person who is not—
(i) an officer, employee or agent of the Welsh undertaker; or
(ii) a person acting on behalf of the Welsh undertaker or of an agent of the Welsh undertaker.
(8) The representative of an Welsh undertaker who attended a customer’s premises may make and sign a written record stating that the representative attended the premises and the time and date of attendance.
(9) Unless the customer establishes that the record is incorrect, it is taken to confirm that the representative attended the premises as stated in the record.

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Source: https://www.legislation.gov.uk/uksi/2008/594/regulation/6 (the official version)
Page: https://openlegislation.uk/water-supply-and-sewerage-services-customer-service-standards-regulations-2008/regulation-6
Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives.