United Utilities Water Limited - regional map

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2 United Utilities Water Limited - regional map Page 2 of 60

3 HOUSEHOLD CHARGES SCHEME 2015/ Introduction Charges scheme Definitions Amount of charges Value Added Tax (VAT) General Liability for charges Timing of payment Discount for direct debit payers Discount for paying water services charges via a registered social housing landlord or local authority WaterSure scheme charges for vulnerable groups Introduction Criteria and conditions of eligibility Basis of charge Method of establishing eligibility Changes in eligibility and renewal of application Support tariff Introduction Criteria and conditions of eligibility Basis of charge Method of establishing eligibility Changes in eligibility and renewal of application Help to pay scheme Introduction Criteria and conditions of eligibility Basis of charge Method of establishing eligibility Changes in eligibility and renewal of application Billing adjustments Group billing arrangements Owners allowance Complaints procedure Water supply charges Liability for charges Unmeasured water supply charges Basis of charge Temporary disconnection (unmeasured premises) Farm troughs without a meter Measured water supply charges Basis of measured charges Meter installation Meter reading Meter testing Change in meter position Access to meter Responsibility for metered charges Leakage allowances Standard measured tariff Page 3 of 60

4 Charging for water used for fire fighting purposes Compulsory metering Categories of premises New premises Common metering arrangement for household premises Alterations to premises Optional metering Application for a free meter installation Circumstances where an application will not be actioned Meter position Standard of service and allowance for failure to install a meter on time Assessed water charge option where a meter cannot be installed Revocation of application Limitation on revocation Procedure following revocation Continuation of measured charging under a previous meter option Continuance of measured charging following total change of occupancy Premises metered under a previous meter option scheme where not all consumption is measured Premises served by a common supply pipe Common meter serving a number of household premises Disputes relating to meter installation Other water supply charges Building water Inspection of plumbing work Defective fittings Repairs for damage to our assets Permanent disconnection Concessionary supplies Sewerage services Liability for charges Unmeasured sewerage charges Assessed sewerage charge option where a meter cannot be installed Measured sewerage charges Return to sewer assumption Non-return allowance Premises served by a private water supply Multiple household premises served by a common water meter Premises not connected for foul drainage Premises served by a septic tank that drains into a public sewer Dealing with the contents of cesspools or septic tanks First time sewerage Repairs for damage to our assets Reductions in surface water drainage charges Highway drainage charges Charges for adoption of sewers and disposal works Connection charges Water connection charges Sewerage connections Infrastructure charges Introduction Liability for infrastructure charges Calculation of the infrastructure charge Relevant multiplier...43 Page 4 of 60

5 6.5 Disputes Methods of payment Direct debit Standing order Debit card/credit card Internet, telephone or TV banking BACS/CHAPS By post Banks Payment card Payzone Post Offices Mobile Payments Registered social housing landlords arrangements Department for Work and Pensions Water Direct Water saving stamps Failed payments, dishonoured cheques and rejected direct debits General information Enquiries Internet site My Account Data protection Data sharing Publications Other water companies charges Enquiries over basis of charge Schedule of charges 2015/ Schedule A Water and sewerage charges Schedule B Miscellaneous charges Page 5 of 60

6 1. INTRODUCTION Applicable period of this charges scheme Charges scheme compliance Instrument of Appointment obligations Water supply and sewerage area Definitions 1.1 Charges scheme This charges scheme is made by United Utilities Water Limited under section 143 of the Water Industry Act 1991 for household customers, for the period 1 April 2015 to 31 March It fixes the charges to be paid for services provided by us in the course of carrying out our function as a water and sewerage undertaker. This charges scheme and the charges contained in part 10 of this scheme comply with the requirements of our Instrument of Appointment Certain miscellaneous charges shown throughout this scheme and in section 9 do not require approval by Ofwat and are listed for information. We are required to demonstrate that our charges do not show undue preference to, or discriminate unduly against, any class of customers or potential customers and that the overall level of our charges does not exceed the price limit as set by Ofwat. Under our Instrument of Appointment (as updated), our original water supply and sewerage area excludes areas of Appointment for other water and sewerage undertakers. 1.2 Definitions The definitions used in this scheme are: The Act the Water Industry Act 1991 (as amended). Bib tap a tap used mainly for garden watering or vehicle washing. Billing agent a person(s) or company with valid written authority from a customer to act on their behalf in relation to our water services charges. The customer remains liable for charges. Billing period period covered by a bill and in the case of metered customers is the period between consecutive meter readings (or estimation of consumption). This may cross two or more charging years, for example the current charging year and the previous charging year. Building water water used in the construction or renovation of premises, including testing of water fittings. Change of occupier means a change in the occupier of the premises or where charges are paid by the owner, a change in the ownership of the premises. Page 6 of 60

7 Chargeable area for surface water drainage and highway drainage this is the total site area of premises (whether or not the surface area is permeable) including the boundary and all land held within that boundary. It excludes any permanently grassed, cultivated or landscaped areas where no surface water or groundwater drains either directly or indirectly to a public sewer. Examples are playing fields, farmland, racecourses, sports grounds, golf courses, parklands or areas of land on which no building is by law permitted to be erected. For details about additional reductions in surface water drainage charges see 4.8. This definition only relates to multiple household premises served by a common water meter (see 4.4.4). Charging bands a range of bands which we use to assess charges for surface water drainage and highway drainage services based on the chargeable area of premises. This definition only relates to multiple household premises served by a common water meter (see 4.4.4). Charging value the rateable value for the premises or a charge assessed by us for charging purposes. Charging year the period of one year commencing on 1st April. Common billing agreement an agreement between us and any person(s) or company who has agreed to pay charges for our services for two or more household premises. Common supply pipe a water supply pipe that serves two or more premises. Common water meter a water meter that serves two or more premises. Concessionary supply a piped supply of water we provide other than by means of our mains network. The Company United Utilities Water Limited registered number Connection a connection to our network regulated by the Act and other relevant legislation from which you receive the benefit of one of our services. Customer a person for or to whom we provide services or who applies to become such a person and/or who is liable to pay charges for our services (see sections 150B and 219 of the Act). Defective fittings notice a notice we serve where there is actual or likely damage, contamination, waste, misuse, or undue consumption due to any defective fitting (including underground supply pipes) at premises. Domestic premises any premises used wholly or partly as a dwelling or intended for such use (see Condition A of our Instrument of Appointment). This definition relates only to leakage allowances (see 3.3.8). Page 7 of 60

8 Domestic sewage the contents of toilets, water which has been used for cooking or washing, and surface water but not including water used for the business of a laundry or for a business preparing food or drink for consumption otherwise than on the premises (see section 117 of the Act). Fittings Regulations The Water Supply (Water Fittings) Regulations Foul drainage water discharged from premises as domestic sewage excluding surface water. Furnished containing furniture. Help to pay scheme a tariff for qualifying household customers that meet eligibility criteria determined by us in accordance with section 44 of the Flood and Water Management Act 2010 (see 2.7). Highway drainage collection of rainwater (other than surface water) draining to public sewers. Home owner a person who is the beneficial owner of the freehold or long leasehold of the home they occupy. House any building or part of a building (including a flat) occupied or likely to be occupied as a private dwelling. Household customer a person who is the occupier of a house or who we have identified as being responsible to pay water services charges for our services provided to the occupier. Household premises premises defined as a house. Infrastructure charge a water infrastructure charge and/or a sewerage infrastructure charge made by us for a water and/or sewerage connection for domestic purposes (see Condition C of our Instrument of Appointment). Instrument of Appointment is the Instrument of Appointment of the Company, then known as North West Water Limited as a water and sewerage undertaker dated 24 August 1989 (as updated). Meter reading a reading of a water meter to determine consumption or in the absence of such reading our estimate of consumption. Meters Regulations The Water (Meters) Regulations Notification the provision of information relating to a change to a charging value, any other change affecting charging, or other relevant information (including details of any change to a rateable value) necessary to verify and support that change. Page 8 of 60

9 Occupier any person in actual occupation of premises, or any person who: owns the premises; or has sufficient control over premises to put him under a duty of care towards lawful visitors; or maintains premises used or intended for use as a dwelling maintains premises for occupation (including multiple occupation) with shared facilities or as holiday or other household accommodation for short term occupation (whether let wholly or in part), usually less than 12 months; or develops or owns any new premises that are empty or unfurnished. See also definition for customer. Potable water water fit for supply for domestic or food production purposes. Premises includes any building or part of a building which is separately occupied or intended to be occupied and land or an interest in land. Private supply a supply of water that is neither from a water supply currently owned and/or operated by us, nor a licensed water supplier. Qualifying person a household customer falling within a class of person as specified in 2.5, 2.6 and 2.7 of this scheme. Rateable value the value of premises shown in the official valuation list (for the purposes of the General Rate Act 1967) on 31 March Relevant multiplier a number (which may be one or more or less than one) (see Condition C of our Instrument of Appointment). Services any service provided by us related to water supply and sewerage services. Sewerage services any services provided by us related to the provision, alteration or disconnection of sewerage and the reception, conveyance and treatment of sewage. Single person household a house with one occupier. Site means premises in the same curtilage or adjoining each other receiving the benefit of our services, occupied by a single consumer and operated as a single economic unit. Social housing landlord registered providers of social housing as set out in the Housing and Regeneration Act Substantially altered means a site or premises which are substantially physically altered, including being subjected to a material change of use, split into different and separate occupations, merged with other premises, partially demolished, or otherwise altered in such a manner that the recorded charging value is in our Page 9 of 60

10 opinion no longer appropriate; substantial alteration will be interpreted accordingly. Support tariff a tariff for qualifying customers who are in arrears and struggling to pay their water services charges that meet eligibility criteria determined by us (see 2.6). Surface water drainage collection of rainwater that falls on premises and then drains directly or otherwise to public sewers. UU payment card a UU branded plastic payment card issued by us to facilitate payments at either a Post office or Payzone outlet without the need for a payment stub or bill being presented. Water and sewerage undertaker the Company appointed to carry out water and sewerage duties under the Water Industry Act Water services charges a charge or any combination of charges for water supply services or sewerage services or both. Water supply water supplied by us to a customer. Water supply services any services provided by us related to the provision, alteration or disconnection of a water supply. WaterSure scheme a tariff for qualifying customers with a water meter or who pay an assessed charge because they cannot have a water meter installed, that have low incomes and use higher than average amounts of water due to a large family or medical conditions, as determined by The Water Industry (Charges) (Vulnerable Groups) Regulations 1999 (see 2.5). We, us or our the Company or our representative(s). You, your a customer. Standard charges 1.3 Amount of charges The amount or value of each standard charge made under this scheme is detailed throughout and in section 9. Where any service is not provided for in this scheme, we may fix an appropriate charge. Liability to VAT 1.4 Value Added Tax (VAT) The liability of charges to VAT in this scheme is determined not only by the nature of the charge, but in some cases by the main activity of the business to which the bill or invoice for services is addressed, and may be summarised as follows: Measured and unmeasured water supply charges, to businesses whose main activity falls within categories 1 to 5 of the Standard Industrial Classification (1980 Edition) (SIC) are subject to VAT at the standard rate. Water supply charges to all other customers are zero-rated. Measured and unmeasured sewerage and sewage disposal charges, and trade effluent charges, are always zero-rated. Page 10 of 60

11 VAT exceptions Charges for engineering and construction services are subject to VAT at the standard rate, unless they relate to new construction of dwellings. Infrastructure charges are outside the scope of VAT. Charges for our other services will have VAT applied at the appropriate rate. Where VAT is applicable this is indicated against each charge. This is not a definitive description of the liability of charges to VAT and is subject to changes in VAT legislation. Page 11 of 60

12 2. GENERAL Liability for charges Requirements of third party billing agents Liability for an unmeasured supply Liability for a measured supply Charges for vacant unmeasured premises Charges for vacant measured premises 2.1 Liability for charges The occupier of premises is liable for charges except where another person, other than a billing agent, has agreed with us to accept responsibility. When section 144C of the Act comes into force, the occupier s liability may be shared with the owner of the premises. In most landlord and tenant situations it is normally the tenant who is charged as the occupier and not the landlord. Exceptions include holiday lets and some bedsits and student accommodation as well as other short term accommodation where the occupation of the tenants is temporary. In these cases the landlord will usually be charged as the occupier. Charges will be made when premises are occupied or furnished or where we provide services to those premises. If you take on the services of a third party to act as your billing agent, we will require written authority from you, which can be sent to us by you or your billing agent, before making and recovering charges through your billing agent. For any additional dealings between us and your billing agent the authority must have been signed and dated within the previous 12 month period. The involvement of a billing agent does not affect your liability for charges. If you have an unmeasured water supply you are liable for water services charges until your premises are both unoccupied and unfurnished, or you give us notice that the supply should be disconnected. If you have a measured water supply you are liable for water services charges until either: (i) you leave the premises having given us at least two working days notice (if you don t give notice then the charges will be payable until the next meter reading is taken) as provided by section 144 of the Act, or (ii) you request that the supply is disconnected; or (iii) where the meter serves more than one premises the person who accepted responsibility for payment of the charges gives a reasonable period of notice to end the agreement. If premises without a meter are both unoccupied and unfurnished and receive no services from us, no charges are payable. However if such premises are unoccupied but furnished then full charges will be payable. You can reduce the charges payable by removing all furniture, having a water meter installed or requesting that the water supply is temporarily disconnected (see 3.2.2). If premises with a meter are unoccupied and unfurnished, we will not charge for water services unless consumption is recorded on the meter. However if the premises are unoccupied and furnished then full charges will be payable. Page 12 of 60

13 Sole occupier - deceased Sole occupier - hospitalisation or residential care Sole occupier - imprisonment More than one premises Payment date Payment options Charges when a formal insolvency procedure occurs Other water companies Where we are notified that a sole occupier has passed away, no charges are payable from the date of death if this is within the current charging year. If this is within a previous charging year, no charges will be payable up to a maximum of 2 years before the date of notification. Where we are notified that a sole occupier is hospitalised or goes into residential care for 3 months or more, we will not charge for water services charges from the date they leave the property if this is within the current charging year. If this was in a previous charging year, then no charges will be payable from the start of the current charging year unless the premises were unfurnished, in which case no charges will be payable for up to a maximum of 2 years before the date of notification. Where we are notified that a sole occupier is imprisoned for 3 months or more, we will not charge for water services charges from the date they leave the property if this is within the current charging year. If this was in a previous charging year, then no charges will be payable from the start of the current charging year unless the premises were unfurnished, in which case no charges will be payable for up to a maximum of 2 years before the date of notification. We reserve the right to apply the following arrangement where a single metered water supply serves more than one premises. Where the size of, and water use at all but one of those premises is, in our opinion, insignificant in relation to the total served under such an arrangement, we may regard the occupier of that one set of premises as the occupier of all the premises served. 2.2 Timing of payment All charges are payable as stated on your bill. If you do not pay on time it will result in recovery action and you may need to pay additional cost because of this. Unmeasured charges are due in advance. They can be paid annually, half yearly, quarterly or by instalments. If you choose to pay by instalments and you do not pay on time then all outstanding charges on your account become due immediately. Measured charges are payable in line with your meter reading frequency (see 3.3.3). We may allow you to pay your charges on a payment plan monthly, quarterly or half yearly. We may agree for you to pay weekly and fortnightly if you are experiencing payment difficulties. Charges will be apportioned on a daily basis if you enter into any formal insolvency procedure. Any apportioned charges after the insolvency date will be payable by the occupier of the premises in question and fall due on the next day of occupation after the insolvency date. Any such apportioned charges will not fall within the insolvency procedure. The charges will be calculated according to the basis of charge that was applicable on the insolvency date. If your sewerage charges are collected by another water company on our behalf the charges will be payable on the date stated by them. Page 13 of 60

14 Direct debit discount Application of discount measured customers Removal of discount Discount for household customers 2.3 Discount for direct debit payers You will receive an annual discount of 5.00 if you choose to pay by direct debit, except if you have a group billing arrangement with us (see 2.9) or receive an owners allowance (see 2.10). The discount will be applied to your first instalment. For measured customers with a payment plan the discount will be applied annually when the payment plan is reviewed. We will remove the discount if you fail to keep up with your payments. 2.4 Discount for paying water services charges via a registered social housing landlord or local authority You will receive an annual discount if you pay your water services charges via your registered social housing landlord or local authority. You will receive the discount for each year that you continue paying by this method. If you pay by direct debit you will also be entitled to receive an annual direct debit discount from us. 2.5 WaterSure scheme charges for vulnerable groups WaterSure scheme Eligibility criteria Introduction WaterSure is a scheme intended to help customers with a water meter or who pay an assessed charge (see 3.5.5) that have low incomes and use higher than average amounts of water due to a large family or medical conditions. Our scheme allows eligible customers to pay a charge based on our average annual household charges. You can apply, on an annual basis, for the WaterSure scheme if you or any other person living with you in the premises ( the qualifying person ) satisfies the criteria and conditions of eligibility set out in Criteria and conditions of eligibility The Water Industry (Charges) (Vulnerable Groups) Regulations 1999 (as amended) defines the eligibility criteria as follows: (a) the qualifying person receives any of the following benefits or tax credits: universal credit; housing benefit; income support; income-based job seeker s allowance; the new working tax credit; the child tax credit (except families in receipt of the family element only; Page 14 of 60

15 Eligibility conditions state pension credit; income related employment and support allowance. and either (b) the qualifying person receives child benefit for three or more children under the age of 19 (in full time education) who live in the premises; or c) the qualifying person is diagnosed as suffering from any of the following medical conditions: desquamation; weeping skin disease; incontinence; abdominal stomas; Crohn s disease; ulcerative colitis; renal failure requiring dialysis at home (does not apply where a contribution to the cost of the water consumed in the process of dialysis during the billing period is made by the health authority); or another medical condition duly certified; and as a result of that condition uses a significant additional amount of water. You may also be eligible for this scheme if you or another person living with you has been diagnosed as suffering from another medical condition that requires significant use of water. In addition you must satisfy the following conditions: (i) the qualifying person occupies the whole or part of the premises as their only main house; (ii) in the case of premises which are not used solely as a person s house, the other use is not the main use of the premises; (iii) water supplied to the premises is not used for: watering a garden (other than by hand) by means of any apparatus; or automatically replenishing a pond or swimming pool with a capacity greater than 10,000 litres; and (iv) the qualifying person has applied for assistance and established their eligibility to it under Page 15 of 60

16 Basis of charge Basis of charge If you are eligible for the scheme your charges will be based on the average annual charge for household customers as shown in the table below. Water Sewerage Total Average household charge If premises are not connected to the public sewer system for surface water drainage, either directly or indirectly, the sewerage charge will be Your entitlement begins at the start of the billing period in which you successfully apply. Where you are no longer eligible, your period of entitlement ends at the end of the billing period in which this occurs. We will continue to read the meter during the period of your eligibility. If at the end of that period, the amount you have been charged is more than the amount you would have been charged based on your meter readings; we will credit your account with the difference. Establishing eligibility Other water companies Evidence of eligibility Requirements for claims Method of establishing eligibility You should use our form to apply providing the required evidence of eligibility. You can obtain a form through our website at: unitedutilites.com or by telephoning our 24 hour automated leaflet request line on Where another water company collects sewerage charges for us, the claim should be made to them, except in the case of Dee Valley Water when the claim should be made to us. We may refuse an application for claims made for three or more children under 19 (in full time education) and benefit entitlement, if it is not supported by: a copy of the latest notice of entitlement, confirming the qualifying person s entitlement to receive child benefit; and a copy of the latest notice of entitlement, confirming that person s entitlement to receive one of the benefits listed in 2.5.2(a); or if any of the supporting documents is dated more than 12 months (or 6 months in the case of tax credits) before the date of the application. Claims made for medical conditions (see 2.5.2(c)) may be refused if the application is not supported with relevant information about the condition and its impact on increased water consumption at the premises; or for any other medical condition, by a certificate given by a registered medical practitioner with his signature and containing the following information: the name of the person for whom the diagnosis is made (the patient); the diagnosis of the patient s medical condition which requires the patient to use a significant additional volume of water; the date on which the certificate is given; and Page 16 of 60

17 Verification of claims Change in eligibility and renewal of application the name and address of the registered medical practitioner. We may check the validity of claims with third parties Changes in eligibility and renewal of application You are responsible for letting us know about any change in circumstances that may affect your eligibility. If you require the charging arrangements to continue beyond a charging year, you must renew your application on our form and submit it supported by the information referred to in We will remind you of the need to re-apply at the due time. If you are no longer eligible, or fail to renew the application by the end of the following billing period, your charges will revert to either our standard measured tariff or an assessed charge if you do not have a meter, from the start of the next billing period. 2.6 Support tariff Support tariff pilot scheme Eligibility criteria Eligibility conditions Introduction The Support tariff is a pilot scheme designed by us to help customers on low incomes who are struggling to pay their water services charges. Because this is a trial scheme and still being evaluated, only customers living in postcode areas LA; PR; BL; BB; FY and selected Liverpool postcode areas determined by us, may apply for the time being. If you or a person living with you ( the qualifying person ) meets the criteria below, you can apply annually for our Support tariff (see 2.6.3). We reserve the right to amend the postcode area covered by this scheme Criteria and conditions of eligibility The criteria for application are: a) the qualifying person is entitled to receive any of the following benefits or tax credits: universal credit; council tax reduction; housing benefit; income support; income-based job seeker s allowance; the new working tax credit; pension credit; income related employment and support allowance. In addition you must satisfy the following conditions: b) the qualifying person is not a home owner; c) the qualifying person occupies the premises as his only home; Page 17 of 60

18 d) if the premises are not solely used as your home, the other use should not be the main use of the premises; e) water supplied to the premises is not used for: watering a garden (other than by hand) by means of any apparatus; or automatically replenishing a pond or a swimming pool with a capacity greater than 10,000 litres; f) you are in arrears with payment of your water services charges, unless you have previously been accepted on to this tariff; and g) you have applied for assistance and been accepted under Basis of charge Basis of charge If your application is successful, your charges will be based on the Support tariff band relevant to you from the start of the billing period in which you applied, as shown in the following table. Support tariff Water Sewerage Total Band Band Band Band Band Band If you were previously billed on a measured basis, we will keep reading your meter. You can ask to be billed on a measured basis if this means you will pay less. If we agree your charges will be dated back to the last meter reading before your request. Application process Evidence of eligibility Method of establishing eligibility You must apply using our form. You must provide evidence and complete our means assessment form for the entire income of those living at the premises to support your application. We may verify this information with your registered Jobcentre Plus. You can ask for assistance from a debt advice agency, such as The Citizens Advice Bureau, to help you complete our application form. We will review your application to make sure we are satisfied with your ability to pay. Our decision about eligibility for the Support tariff is final and will take into account all relevant circumstances about your household s financial circumstances and how they have come about. Page 18 of 60

19 Changes in eligibility Renewal of application Variations Restrictions Changes in eligibility and renewal of application You must tell us if there is a change in circumstances that could affect your eligibility. You must reapply for the Support tariff every two years confirming that there has been no material change in your household s financial situation. We have the right to ask you for proof of eligibility for the benefits in and require you to submit a new means assessment via a debt advice agency. We will remind you of your need to reapply at the due time. If you fail to reapply or provide the necessary evidence or your financial situation has improved, we may change your Support tariff level or revert you to standard charges. We may apply the Support tariff without a means assessment if you are already on a payment arrangement. You will no longer be entitled to the Support tariff from the date that you move out of the area covered by the pilot, and standard charges will apply from that date. If you fail to keep up with payments on your account you will revert to standard charges for that charging year. If your application is not successful, you may not reapply until six months has passed or unless there has been a material change in your financial circumstances. If you are eligible for the Support tariff you will still receive an annual discount if you pay by direct debit (see 2.3). 2.7 Help to pay scheme Help to pay scheme Introduction The help to pay scheme has been developed by us to help certain household customers to pay their water services charges. If you or a person living with you ( the qualifying person ) meets the criteria and conditions set out in 2.7.2, you can apply annually for the scheme. The tariff is available to all household customers who satisfy the criteria and conditions of eligibility set out in We reserve the right to manage the overall numbers on the scheme at a given time during the charging year. Criteria Conditions Criteria and conditions of eligibility The criteria for application are that you are entitled to receive Pension Credit (either Pension Guarantee Credit or Pension Savings Credit). In addition you must satisfy the following conditions: a) occupy the premises as your only home; b) if the premises are not solely used as your home, the other use should Page 19 of 60

20 not be the main use of the premises; c) water supplied to the premises is not used for: watering a garden (other than by hand) by means of any apparatus; or automatically replenishing a pond or a swimming pool with a capacity greater than 10,000 litres d) you have applied for assistance and been accepted under section Without a meter Basis of charge If you do not have a meter and your application is successful, your charges will be based on the help to pay scheme (see table below) from the date of your application. Help to pay scheme Water Sewerage Total Annual charge With a meter Application Verification Assistance from a debt advice agency Changes in eligibility Variations If you have a meter and your application is successful, your charges will be based on the help to pay scheme (see table above) from the date of your last meter reading in the current charging year or the 1 April, if your last meter reading was in the previous charging year. If you were previously billed on a measured basis, we will keep reading your meter and if your bill would have been lower than the help to pay scheme, we will bill you this amount instead Method of establishing eligibility You can request to be accepted on to the help to pay scheme by applying via our website at: unitedutilities.com/apply-for-help-to-pay-scheme by telephoning us or by completing and returning our application form. You must provide the necessary information and evidence. This includes information about your household income and expenditure which will be used as part of the assessment process. We may verify this information with your registered Pension Credit Centre. You can ask for assistance from us or a debt advice agency, such as The Citizens Advice Bureau, to help you complete our application form Changes in eligibility and renewal of application You must tell us if there is a change in circumstances that could affect your eligibility. We may ask you to provide evidence of your continued eligibility for the help to pay scheme and may verify this information with your registered Pension Credit Centre. If you fail to provide the necessary evidence or you are no longer in receipt of Pension Credit, we may revert you to standard charges. Page 20 of 60

21 If you are eligible for the help to pay scheme you will still receive an annual discount if you pay by direct debit (see 2.3). Adjustments to charges Right to make retrospective adjustment Group billing Owners allowance Contact details for our complaints team Contact details for CCWater 2.8 Billing adjustments Any adjustment to charges will normally be applied from the start of the charging year in which we are notified of a change of circumstances. If the change of circumstances happens within the current charging year, then the adjustment will be applied from that date. Whilst we make every effort to make sure that all bills for charges are correct, in the case of error we reserve the right to make retrospective adjustments. This will always happen if the adjustment is in the customer s favour. We will not make retrospective adjustments in our favour if there is clear evidence that the undercharging has been due to a failure or error on our part. We reserve the right to make retrospective adjustments where you prevent or refuse access to install, exchange or read the meter, or you provide incorrect information or withhold information that may affect your charges. 2.9 Group billing arrangements We may agree to group billing arrangements for owners of multiple premises Owners allowance An annual allowance of 3.5% is available to owners of premises who, by agreement with us, undertake to pay water services charges for one or more tenanted household premises. To qualify for the allowance, payment must be made as stated on your bill Complaints procedure We aim to deliver a high standard of service and to deal with your complaint speedily and satisfactorily. We should reply to any written complaint within 10 working days. If we fail to do this we will make an automatic payment under the statutory Guaranteed Standards Scheme. This forms part of our standards of service that have been agreed with Ofwat. Where you are not satisfied with the response to your complaint or wish to discuss it further, you can contact your case owner at United Utilities, PO Box 453, Warrington WA55 1SE for your complaint to be reviewed. The appointed case owner will pass your complaint for thorough review to a case manager. If, following correspondence with us, you are still not satisfied you can refer your complaint to: The Consumer Council for Water (CCWater) North West. The address is: CCWater, North West, Second Floor, 3 Piccadilly Place, Manchester, M1 3BN. Page 21 of 60

22 3. WATER SUPPLY CHARGES Liability for water supply charges 3.1 Liability for charges You are liable for charges if premises are occupied or furnished or there is evidence of consumption, or you benefit from a supply of water made available to you. 3.2 Unmeasured water supply charges Structure of unmeasured water charges Basis of charge Unmeasured water supply charges are made up of two parts: a standing charge; and a charge per of the charging value of the premises. Standing charge Charge per RV If there is no charging value or we consider the charging value is no longer relevant, we will either require a meter to be installed or apply an assessed charge. Temporary disconnection of a water supply Charges for farm troughs without a meter Temporary disconnection (unmeasured premises) If you have an unmeasured water supply, you may request that the supply is temporarily disconnected provided the premises has a separate service pipe and this can be done without affecting other customers. Charges for surface water drainage and highway drainage services remain payable (see 4.1). We reserve the right to make a charge for reconnection following temporary disconnection Farm troughs without a meter A standing charge is payable for each farm trough without a meter. If you ask for the supply to a farm trough to be metered, you will be responsible for the cost of the meter installation. 3.3 Measured water supply charges Potable water measured Position of water meter Basis of measured charges Potable water supplied through a meter is charged on our standard measured tariff (see 3.3.9) Meter installation Meters and any associated equipment will be positioned in accordance with the Meters Regulations and must record the total use of water used by you. The meter will usually be sited inside your premises but may be outside if this is necessary for operational or access reasons. You can request an alternative location providing it is accepted by us and you meet any additional costs (see and 3.5.3). Page 22 of 60

23 Metering of communal water facilities Tampering with water meters Meter reading frequency Estimated bills Apportionment of charges between charging years Accuracy of meters Relocation of a household water meter If you have the right of use of communal water facilities, these facilities must be charged for separately before you can have your own water meter installed. We may, at our discretion, exclude any bib tap from communal water facilities for the purpose of this paragraph. It is an offence to tamper with or remove a water meter without our permission (see section 175 and 176 of the Act). We may give you permission to relocate your water meter provided certain conditions are met (see 3.3.5) Meter reading The meter reading is evidence of consumption. We will read your meter at specific intervals throughout the year determined by us; normally these are read and billed half yearly. Bills are normally based on the actual usage shown on the meter and we will attempt to read every meter at least once every 12 months. If we cannot read the meter we may ask you to do so. Where no meter reading has been obtained, we will estimate usage based on previous consumption (or assumed usage for any period prior to meter installation or where there is no record of previous consumption). If a meter stops recording consumption or fails to register correctly, we will estimate usage based on the most reliable data available. Estimates may be adjusted later if necessary. Charges will be apportioned and billed on a pro-rata basis between the current and previous charging year for the first meter reading taken after 1 April Meter testing You can write to ask us to test the meter in accordance with regulation 6 of the Meters Regulations. The meter will always be removed from the premises for testing, to ensure accuracy. A charge for the test of (plus VAT at the standard rate) is payable by you if it shows that the accuracy of the meter falls within the prescribed limits of error. No charge is payable if the meter accuracy is outside the prescribed limits of error. If the test shows the meter is registering incorrectly, we will adjust your charges in accordance with regulation 9 of the Meters Regulations. Where the meter has registered less than the volume of water supplied to the house the adjustment is limited to six months before the last meter reading that brought the matter to our attention Change in meter position We will allow you to relocate a water meter from one internal location to another internal location, provided that the work meets our requirements and it is inspected by us. A charge is payable for the inspection. Page 23 of 60

24 If you have a physical disability and are registered for our ExtraCare services, we will not charge for relocating a meter from an external location to an internal one but all other meter location requests will be charged as set out in the following table Meter location From Meter location To Survey fee Relocation fee Inspection fee Internal Internal or external External (property boundary) Internal New internal position (relocated by your plumber) New internal position (relocated by us) New external at property boundary (must be relocated by us ) New external location in boundary box (must be relocated by us) N/a N/a 44.00* 50.00* * N/a 50.00* * N/a 50.00* * N/a Internal New external location in an existing boundary box (must be relocated by us) * Subject to VAT at the standard rate * * N/a Access to meter Responsibility for water registered on the meter Access to meter The meter and any associated equipment remain our property and you must allow us access to it at all reasonable times. If you fail to allow us reasonable access to install, exchange, read or maintain a water meter it may result in legal proceedings (see sections 162 & 172 of the Act) and you may be liable for any costs incurred by us, including associated legal costs Responsibility for metered charges You are responsible for paying charges for all water registered on the meter. No allowance will be given against water charges for water lost due to a burst except in defined circumstances see below. Page 24 of 60

25 Leakage allowance for customers with a water meter Mixed premises Sewerage allowances for subsequent leaks Leakage allowances We operate a leakage code of practice for customers occupying domestic premises. Under this code if you have a water meter you can claim an allowance for water lost due to a leak on your outside supply pipe provided certain conditions (as detailed in our Leakage code of practice) are met. For mixed premises (part domestic and part non-household) we will consider an allowance for water lost due to leakage if evidence can be provided that the leak was on the part of the supply pipe that serves only the domestic element of the premises. Full details of our leakage code of practice and a claim form can be found at: unitedutilities.com/documents/leakage_code_of_practice.pdf If your claim is successful and we agree to adjust your water charges we will also adjust your sewerage volumetric charges. We will only adjust your water charges once i.e. for your first leak. For subsequent leaks, further allowances may be granted for sewerage volumetric charges if the water did not return to the public sewer provided the same conditions are met Standard measured tariff Standard The charges for potable water are made up of two parts: measured potable water a charge per cubic metre of water used; and charges a standing charge based upon the size of the meter. Standing charge Volumetric charge per m Standing charges household Water used for fire fighting Note: Assumes a 15mm diameter meter is installed and that the customer is receiving water and sewerage services. If the customer only receives a water service the standing charge will be We consider a 15mm meter is adequate for household premises (except where a common meter is installed see 3.4.3) and will normally insist that this size meter is installed Charging for water used for fire fighting purposes In accordance with section 147 of the Act, no charge is made for water used for fire fighting purposes, for the testing of apparatus installed or equipment used for extinguishing fires or for the purpose of training persons for fire fighting. 3.4 Compulsory metering Categories of premises to be Categories of premises We will usually require the following categories of premises to be Page 25 of 60

26 compulsorily metered metered: new premises built on or after 1 April 1990, including flats (which should normally be separately metered) and including premises which were previously non-household premises and which have been converted to household premises on or after 1 April 1990; premises which have been split or merged into a different number of premises or substantially altered (except premises where the occupier has previously received an unmeasured bill for those premises (see section 144B of the Act); premises which do not have a charging value (except premises where the occupier has previously received an unmeasured bill for those premises (see section 144B of the Act); premises where there is likely to be high water use by reference to the matters mentioned in Regulation 2(b) of the Water Industry (Prescribed Conditions) Regulations 1999, namely where water is used: (i) for watering a garden, other than by hand, by means of any apparatus; (ii) for automatically replenishing a pond or swimming pool with a capacity greater than 10,000 litres; (iii) in a bath with a capacity (measured to the centre line of overflow) greater than 230 litres; (iv) in a shower unit of a type specified in paragraph 4(c) of the Table in regulation 5 of the Water Fittings Regulations; (v) in a unit which incorporates reverse osmosis; premises where there has been a change in the occupation of the premises and no charges have yet been demanded from the person who has become the customer (see section 144B(2)(b) of the Act); household premises where water is used for business purposes e.g. the filling of storage tankers to facilitate drain cleaning and wheelie bin washing. These will be charged under our non-household charges scheme; premises which are a mixture of household and nonhousehold (e.g. a combined flat and shop) where the predominant use is non-household. These will be charged under our non-household charges scheme; caravan sites and similar premises; farm troughs (or the supplies which feed those troughs); and premises or parts of premises containing communal water facilities (e.g. a communal laundry in a block of flats). These will be charged under our non-household charges scheme. Page 26 of 60