Issue: 4 Date: September 2010 CODE OF PRACTICE FOR DOMESTIC CUSTOMERS

Transcription

1 Issue: 4 Date: September 2010 CODE OF PRACTICE FOR DOMESTIC CUSTOMERS

2 CONTENTS Page 1. INTRODUCTION Background How to obtain publications Dee Valley Water plc Company representative identification 2 2. SERVICES PROVIDED Water quality Water quantity Pressure and constancy Interruptions to supply Water efficiency Connection arrangements 7 3. BILLS AND ACCOUNTS Setting of charges Customer tariffs Unmeasured water supplies Measured water supplies Option to take a supply by meter Assessed measured charge WaterSure charge Payment options Payment methods Information for tenants Notice of leaving Discontinuation of supply Payment difficulties Collection of outstanding water charges Sewerage services Surface water drainage charge PROVISIONS RELATING TO METERS Meter reading Testing of meters Offences of tampering with meters Use of meter readings for sewerage charges Compulsory metering 19

3 5. LEAKAGE AND BURST PIPES Leakage reduction How to identify a leak Responsibility for pipes and leakage Installation of new meters on an existing supply Measured Supplies loss of water through leakage Prevention of waste and contamination Prevention of burst pipes CUSTOMER INFORMATION Additional services Electrical earthing Shared supply pipes Lead Badly rusted pipes Power of entry Pipelaying on private land HOW TO CONTACT US General communication Complaints and disputes Other Codes of Practice CONTACT DETAILS The Water Services Regulation Authority (Ofwat) The Consumer Council for Water Wales (CCWater) The Drinking Water Inspector (DWI) The Environment Agency (EA) Health Protection Agency Environmental Health 30 APPENDICES Appendix 1 Appendix 2 Appendix 3 Guaranteed Standards Scheme Complaints Procedure Disputes Procedure

4 1. INTRODUCTION 1.1 Background All public water supply and sewerage services in England and Wales are provided by private companies. We operate under a licence that has been granted by the Secretary of State for the Environment and are governed by the Water Services Regulation Authority (Ofwat). Ofwat is the regulatory body for the water and sewerage industry in England and Wales. This Code of Practice is designed to inform our domestic customers of the main services and commitments we provide and where and how to get advice and help. It also sets out the terms and conditions under which they are offered. This Code of Practice is approved and regularly reviewed by Ofwat. 1.2 How to obtain publications All customer information documents referred to in this Code of Practice are available free of charge by telephoning our Control Room on or by visiting our website, The following procedures and policies are contained in the appendices to this Code of Practice:- Appendix 1 Appendix 2 Appendix 3 Guaranteed Standards Scheme Complaints Procedure Disputes Procedure 1.3. Dee Valley Water plc Our contact details are:- Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4EH Control Room (Water Supply Issues)): hours a day, 7 days a week Customer Accounts Department: Monday to Friday 8.00am 6.00pm Fax: contact@deevalleygroup.com Web Site: 1

5 We provide a supply of water to homes, offices, businesses and factories in and around Wrexham and Chester. We supply a population of approximately 259,800 over an area of 831 square kilometres. We are a water only company and do not provide any sewerage services. There are three sewerage companies which operate in our area, Dwr Cymru Welsh Water, United Utilities and Severn Trent. The contact details for each company are provided in section Company representative identification In September 2005 we signed up to the National Cold Calling Protocol in conjunction with Wrexham Trading Standards and North Wales Police. This means that, whenever possible, we will make an appointment with you before visiting you in your home. All our representatives carry identification cards that include their photograph and they expect you to check their identity before you allow them into your home. If you have any doubts, please contact our Control Room. You should never allow anyone into your home without checking his or her identification card first. Remember:- Fasten your security chain before opening your door to anyone Check their identification card before allowing them into your home If they are unable to show you their identification card, do not allow them into your home If you have a registered password and they do not know what it is or appear unsure, keep them out. If in doubt KEEP THEM OUT and contact us on (24 hours). 2

6 2. SERVICES PROVIDED 2.1. Water quality We aim to supply all our customers with water that complies with the standards set out in the Water Supply (Water Quality) Regulations 2010 and its subsequent amendments. The regulations are designed to meet Article 2 of Council Directive 98/83/EC ("the 1998 Directive"), namely to provide water intended for human consumption that is wholesome and clean. Approximately 94% of the water we supply comes from surface water sources. Most of the water we supply is defined as soft, but water supplied in the north-east and Llangollen areas of our supply is classed as medium or hard. Water hardness may affect water using electrical equipment such as kettles, dish washers and washing machines. Our website has further information on water hardness and other commonly asked questions. If you do not have access to the internet, please contact our Control Room. We monitor the quality of our water supplies in accordance with the above regulations. As part of the monitoring programme and the requirements of the Water Supply (Water Quality) Regulations 2010, we take water samples at a number of locations, including our water treatment works and also from customers taps. The locations are selected at random and, if necessary, we are able to obtain a warrant of entry from the Courts. We are required by law to provide water quality information by supply zone on request. The information is available free of charge and can be obtained from our website or you can request that the information is sent to you by contacting our Control Room and we will respond within seven days of receiving your request. Alternatively, you can contact our Control Room and an appointment will be made for you to view the test results at our Packsaddle offices. If you are unhappy with the quality of your water please contact our Control Room and we will investigate the matter for you. Investigations usually include taking a water sample from your tap and carrying out chemical analysis. We will then contact you to explain the results. The Drinking Water Inspectorate (DWI) acts as an independent body whose main role is to check that water companies supply water that is safe to drink and that it meets the standards set out in the Water Quality Regulations. You can obtain independent advice on the quality of your water from the Drinking Water Inspectorate (DWI) who can be contacted at the following address:- Drinking Water Inspectorate 55 Whitehall London SW1A 2EY Tel: dwi.enquiries@defra.gsi.gov.uk 3

7 Although a very rare occurrence, exceptional or emergency situations may result in the water that we supply not being fit for consumption. If this occurs, we will inform you by using a variety of methods, including in writing: by letter or card, loud hailer and the local media. We will provide details of where wholesome water supplies can be obtained or what action needs to be taken to ensure that the water is safe, for example, boiling before use. 2.2 Water quantity We have a duty to ensure that there are sufficient supplies of water for all domestic needs. Every 5 years we publish our Water Resources Plan, which outlines our strategy to meet customers demands for water during the next 25 years. During times of drought, when resources may be scarce, additional management may be required to maintain a supply of water to customers. At such times, we will use selected methods of demand management by firstly encouraging voluntary customer restraint, for example, by asking customers not to water their gardens. If this is not sufficient, a hosepipe and sprinkler ban may be enforced, but our aim is that this should not be necessary more than once in 10 years. We have not had to issue a ban for many years and through managing our resources carefully we intend that this continues. In extreme and/or emergency situations we may have to provide alternative sources of supply or impose some form of rationing (our aim is that rationing should happen less than once in 100 years). We will take all reasonable steps to provide customers with information as to the availability of wholesome supplies in the unlikely occurrence of such circumstances. In the unlikely event that we have to interrupt our supply to you under the authority of a drought order, we will pay you compensation. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge 2.3 Pressure and constancy We are obliged to supply water at a pressure which will ensure water reaches the topmost storey of every building, unless the building is at such a height that water will not flow to it by gravitation from a reservoir or tank. In almost all cases this pressure standard will mean that:- water will rise to and fill a cold water storage tank at second floor roof level the minimum flow at the cold water tap in the ground floor kitchen will be 9 litres per minute - this is equivalent to filling a one-gallon bucket in 30 seconds. 4

8 Pressure and flow rates in your home can be affected by:- the height of the property above the water main and its height relative to the supply reservoir or local booster pump etc the condition of the service pipe whether the property shares a service pipe with other properties. When carrying out planned maintenance on our network, it may be necessary to reduce water pressure below the minimum standard of 7 metres static head. Where this duration is expected to last longer than 4 hours we will inform you prior to carrying out this work. If water pressure falls below 7 metres static head for an hour or more on 2 separate occasions within the same 28-day period, you may be entitled to an automatic compensation payment. We verify eligibility for compensation payments by reviewing continuous pressure monitoring records and test results. If you think the pressure of supply to your property is too low, you should contact our Control Room, see section 7.1 for contact details and we will investigate. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge 2.4 Interruptions to supply We aim to deliver a constant supply of water to our customers. In order to maintain our network or to connect new properties, we have to carry out planned interruptions to the water supply. We will provide at least 48 hours written notice if the interruption is going to last more than 4 hours. For interruptions that are planned to last less than 4 hours, you may receive less than 24 hours written notice. If interruptions of less than 30 minutes are planned and the disruption therefore slight, we may be unable to warn you in advance. This type of disruption will normally occur between 12 midnight and 6am and most commonly happens when we are testing sections of mains for leaks. If this is likely to cause you a specific problem please contact our Control Room. There may be occasions when an unplanned event, such as a burst or an incident caused by a third party, occurs. During these unavoidable incidents, pressure and constancy of supply may be disrupted without notice. In such cases, every effort will be made to return supplies to normal as soon as possible. We are aware that some of our customers cannot manage without water, such as customers on home dialysis or those who need to take regular medication. If this applies to you, we will arrange to deliver bottled water to you in the event of a supply interruption. To register for this service please contact our Customer Accounts Department. If there are any unforeseen problems with your water supply, you will be advised by us on what action you should take. We will post leaflets and use public address 5

9 systems, provide information on our website and, in some circumstances, use local press and radio to keep you informed. Information can also be obtained by calling our Control Room. If your supply is interrupted because of an unexpected incident, we will restore your supply as soon as possible. We will restore your water supply following a burst or leak on a strategic main within 48 hours and within 12 hours following any other incident. If we fail to do so, you may be entitled to compensation under our Guaranteed Standards Scheme. If the interruption lasts longer than 24 hours we will provide you with an emergency supply - normally from containers, standpipes or bowsers. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge. 2.5 Water Efficiency As part of our legal duties, we have developed a Water Efficiency Strategy which sets out our aims to reduce leakage and promote water efficiency to our customers. You can find out how much water you use by carrying out a water audit. Forms can be found on our website, or in our Guide to Water Services which is sent out with your bill. Alternatively, you can contact our Customer Accounts Department. We have produced a Guide to Using Water Efficiently at Home which provides information on water saving. You may also find it beneficial to install a Save-A- Flush device in your toilet cistern in order to reduce the amount of water used when flushing. These devices are available free of charge by returning a self meter read card, by completing the form on our website or by contacting our Customer Accounts Department. If you have low water consumption and your water bill is based on a rateable value, it is possible that you could reduce your water and sewerage bill by opting to have your water supplied through a water meter, see section for further details. If you are interested you should contact our Customer Accounts Department. The following hints may help you to reduce water usage:- turn the tap off when brushing your teeth have a shower rather than taking a bath, it uses less water and energy collect rainwater for use in the garden, it s better for plants and it s free use hoses sparingly and fit a trigger control install a save-a-flush device in your toilet to reduce the amount of water used buy water efficient appliances when replacing any item in the home which uses water always use a full load in washing machines or dishwashers act promptly to repair dripping taps or overflows 6

10 ensure that any exposed pipes are lagged to reduce the risk of bursts during cold weather. 2.6 New connection arrangements We have a statutory duty to provide a water supply to all new properties within our area of supply, in accordance with the Water Industry Act 1991 and as part of the connection process we require all new supplies to be metered. If you require a new connection or would like some help, you can contact our Control Room and we will assist you with the application process. Alternatively the relevant information and application form is available to download from our website The application form tells you what you must do before we will make the connection. This will normally include:- laying your part of the service pipe to our specification which may be subject to an inspection paying all costs of the connection for which you are responsible providing a separate service pipe to each part of the building or premises that is separately occupied ensuring that water regulations are complied with obtaining any necessary consents from other landowners. We will respond to all applications for new connections within a reasonable period of time, which will not be longer than 3 working days. We will normally only conduct a site visit where we require further information before providing a quotation. Once you have complied with all of the above and provided payment, we will connect the service pipe to the mains within 21 days. The costs of a new connection are chargeable and include:- the cost of making the connection the cost of laying our part of the service pipe including the installation of the stop tap and any meter; and a fixed contribution to our overall costs of making water supplies available, this is called an infrastructure charge. The infrastructure charge for household connections is a charge intended to cover the costs that we incur in enhancing the local network of mains (including local service reservoirs or local pumping stations) to meet the extra demand created when new properties are connected. These costs are reviewed on an annual basis and are detailed in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge. If we cannot supply your property from existing mains, you can ask for a new main to be installed, this is called a requisition main. We will charge you and any other applicants, any difference between the income received from water supply 7

11 charges and our reasonable costs in providing the main. This amount may be paid over a 12 year period or paid as a single commuted sum. We may also require a security deposit from you before doing the work. We will provide the main within 3 months of receiving payment and you meeting all the requirements. If we exceed this deadline and you sustain loss or damage as a result, you may have a legal claim against us. If we cannot agree on the amount to be paid (including the commuted sum amount or the security deposit) the matter can be referred for dispute resolution. Our Disputes Procedure which can be found in Appendix 3 of this document, sets out the process for dispute resolution, including referring the matter to Ofwat. See section 1.2 for details on how to obtain additional copies free of charge. For the self-laying of mains, we expect you to comply with the national Self Laying of Water Mains and Services Code of Practice and any additional requirements as set out in our Code of Practice for Self Lay. Our Code sets out our policies and requirements for self lay activities. Our charges relating to self lay are set out in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge. 3. BILLS AND ACCOUNTS 3.1 Setting of charges The prices that Dee Valley Water and other water companies can charge their customers are regulated by Ofwat. The price limits are based on a comprehensive five-yearly strategic business plan prepared by us as part of the Periodic Review Process. Our Business Plan sets out in detail the investment requirements to maintain and improve our service, as well as any required changes resulting from alterations to UK and European regulations and what it will mean to our customers in terms of services and prices. The price limits for the five-year period commencing 2010 were set by Ofwat in November The price limits for the five-year period commencing 2015 will be set in November The fact that charges may increase at a rate above inflation reflects the significant amount of investment required to achieve the necessary standards for your water supply. The change in charges each year will be calculated by applying the formula RPI + K, where RPI is the retail price index published in November of the previous year and K is a value approved by Ofwat which companies are allowed to increase charges by. K is determined during the Periodic Review Process and is influenced by our ability to provide a good service to our customers. When developing a Business Plan, we take into account the views of our customers on what our strategic objectives should be and on the value for money of the services we provide. In our Business Plan, the major focus for investment is on the replacement and maintenance of strategic assets, particularly water mains and treatment works. This focus should ensure that we continue to maintain a safe water supply. 8

12 Once a year, we send all of our customers a copy of our Guide to Water Services leaflet, this gives information about all of our billing tariffs. In addition, the charges for all of our services are set out in our Scheme of Charges document, see section 1.2 for details on how to obtain a copy free of charge. 3.2 Customer tariffs We provide customers with a water supply on an unmeasured (unmetered) basis or on a measured (metered) basis Unmeasured water supplies If you do not have a meter, you will be charged on the basis of the Unmeasured Water Supply Charge, this is made up of:- standing charge for each separately occupied property, and a rateable value based on charges calculated on the relevant rateable value of the premises to which the water supply is made available. Unmeasured water supply charges are payable in advance. Sections 3.3 and 3.4 set out the various methods and frequencies of payment available to customers. Rateable values were set by the District Valuation Officer prior to 1990 and are based on the size of the property, number of rooms, location and amenities available Measured water supplies If you have a meter, you will be charged on the basis of the Measured Water Supply Charge, this is made up of:- a standing charge determined by the size of the water meter. The standing charge covers the cost of reading and maintaining the meter and replacing it when it becomes necessary a volume charge based on the consumption of water recorded by the meter. Measured water supply charges are payable in arrears, once the consumption has been established. Sections 3.3 and 3.4 set out the various methods and frequencies of payment available to customers. We send out four bills a year. One is based on an actual meter reading carried out by us and the other three are based on estimated readings. We calculate the estimated readings based on the past consumption history for the property. Whenever you receive an estimated bill, you can send us your own meter reading. To do this you can either fill in the yellow self-read meter card included with your bill, contact our Customer Accounts Department or visit our website. We will enter your reading into our system to improve the accuracy of future estimations and if we receive your reading promptly, we may issue a revised bill. 9

13 You will be charged for all water registered on the meter, including any which may be running to waste through defective pipes and fittings. We therefore strongly advise you to read your meter regularly so that any excessive consumption can be detected promptly Options to take a supply by meter You may find that your water bill decreases if you ask us to install a meter. This may be particularly true if your property has a high rateable value and/or a low occupancy level, ie you live on your own. If you contact our Customer Accounts Department we will help you to decide if you would benefit from having a meter installed. There is no charge for fitting an external water meter and boundary box. We will only install a meter if the premises has a single supply pipe and no other properties are supplied from the same pipe. Details about the meter installation process are contained in our Free Optional Meters for Domestic Households Leaflet, see section 1.2 for details on how to obtain a copy free of charge. All meters, meter pits and covers remain our property at all times. Our preferred location for a meter is at the boundary of the premises. If requested by you, we will consider installing a meter at another location, providing it is practicable to do so. You will have to pay any additional charges for the installation of a meter not in our preferred location. We will consider waiving any additional charges for customers who have difficulty in reading their meter, for example, through age or illness. If there is a disagreement about meter location, our Disputes Procedure, detailed in Appendix 3 of this document sets out the process for dispute resolution, see section 1.2 for details on how to obtain additional copies free of charge. If an agreement cannot be reached on the location of the water meter, the matter can be referred to an independent arbitrator. If your property is on a shared supply, separate connections will be required before a meter can be installed. You may request to revert back to unmeasured charges provided that you notify us in writing any time up to one month after the date of the fourth quarterly bill. You will remain liable for all metered charges prior to switching back to an unmeasured supply. If you choose to go back to an unmeasured charge, the meter will remain in place and any new occupier will be charged on our metered tariff. We aim to install meters within 3 months of receipt of a completed application form. The water and sewerage bills will continue to be calculated using the unmeasured supply charge until the meter is installed. If the meter is not installed by the end of the 3 months, water and sewerage bills will be calculated using an assessed measured charge (see section below for details). Once the meter is installed, charges will be based on meter readings thereafter. 10

14 3.2.4 Assessed measured charge If you apply for an optional meter and it is not reasonably practicable to fit a meter, or it is unreasonably expensive to fit a meter, you may opt to have your water and sewerage bills calculated using an assessed charge. Where an assessed charge is applied it will be charged from the date of the property survey, which shall not be longer than 3 months from receipt of the completed application form. The assessed charge is based on the average consumption of customers who have previously opted to switch to a metered supply. Information about these charges are included in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge WaterSure charge There are some circumstances in which some customers may need to use a larger amount of water than average. In these cases, qualifying customers may be entitled to a reduction in their water charges. The WaterSure tariff is set at the average charge for a household customer for water and sewerage. In cases where the standard charges for the household are lower than the charges calculated using the WaterSure tariff, the lower charging rate will be applied. Customers or a member of the household must be responsible for 3 or more children up to the age of nineteen who reside at the premises and are in full time education AND be in receipt of one of the following benefits or tax credits:- Council Tax Benefit Housing Benefit Income Support Income Related Employment and Support Allowance Income based Job Seekers Allowance Working Tax Credit Child Tax Credit (except families in receipt of the family element only) Pension Credit OR Customers or a member of the household must be in receipt of one of the benefits or tax credits listed above AND be diagnosed as suffering from one of the following medical conditions:- Crohn s disease Ulcerative colitis Abdominal stomas requiring treatment at home Desquamation (flaky skin loss) Weeping skin diseases (eczema, psoriasis, varicose ulceration) Incontinence Renal failure requiring dialysis at home, except where the health authority contributes to the water consumed Any other conditions resulting in significant additional water use. 11

15 If the household is on a metered supply and the water supplied to the premises is not used for watering a garden, other than by hand, or to replenish a pond or swimming pool with a capacity greater than 10,000 litres, you will be entitled to a reduction on both your water and sewerage charges. If the household is not on a meter and Welsh Water provides the sewerage services you will be entitled to a reduction of your sewerage charges only. The reduced rate for sewerage services is set by Welsh Water. Customers may request a free meter installation in order to take advantage of the potential savings achievable by having a metered supply. Supporting documentation, such as a doctor s letter or a copy of the benefit notification will be required. Customers should contact our Customer Accounts Department for further information and an application form, alternatively, you can visit our website, see section 1.3 for contact details. 3.3 Payment options The table below sets out the payment frequencies that both measured and unmeasured customers may choose. Measured charges are billed in arrears and bills are sent out on a quarterly basis. Unmeasured charges are billed in advance and bills are sent out on an annual basis, to be paid either in full or in two instalments (April and October). If you wish to pay at a different frequency, call our Customer Accounts Department, see section 7.1 for contact details. Payment frequencies offered are as follows:- Unmeasured Measured Annually by 1 st Apr Biannually by 1 st Apr & 1 st Oct Quarterly by 5 th Apr, 5 th Oct, 5 th Jul, 5 th Jan Monthly 12 payments Apr Mar Monthly 10 payments Apr Jan Fortnightly 22 payments Apr Jan Weekly 52 payments Apr Mar Weekly 44 payments Apr - Jan If you are experiencing difficulties paying your bill, please contact our Customer Accounts Department as soon as possible and we will try to arrange a mutually acceptable payment plan. 3.4 Payment methods Direct Debit payments:- If you would like to pay by direct debit, please fill in the form on the back of your bill or contact our Customer Accounts Department. 12

16 Please note that customers already paying by Direct Debit need not re-apply each year. Payment frequencies for direct debit:- Unmeasured Measured Annually 5 th, 15 th, 25 th of month Biannually 5 th, 15 th, 25 th of month Quarterly 5 th, 15 th, 25 th of month Monthly 5 th, 15 th, 25 th of month Weekly Thursdays only Standing Order payments:- Contact our Customer Accounts Department if you would like to set up a standing order. Please note it is your responsibility to ensure that the standing order payments match the billed amount in each charging period. If paying by standing order, you will need our bank account details, which are: Sort Code , Account Number and your billing reference which can be found on your bill. 13

17 Other payment methods:- Cash Cheque Credit/ debit card # Is counterfoil needed? By post By telephone Mon-Fri 8am 6pm Telephone banking Internet banking Bank Post Office Is Billing Reference needed? Make cheques payable to Dee Valley Water Are charges payable? No No ## Free ## Free Dee Valley Water Post Office Counters Free at your own bank, counter charge at other banks Free for Alliance & Leicester customers, otherwise counter charge Paypoint ### Free Local authority (Wrexham only) Dee Valley Water s website WCBC Free Free # We may pass on any charges and fees levied by your credit/debit card company. ## Our bank account details are: Sort Code , Account Number ### A PayPoint card is required for this method of payment, please contact our Customer Accounts Department. If paying by post, please use our FREEPOST address (no need for a stamp):- 14

18 Dee Valley Water plc FREEPOST WX60 Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4BR In the event of any agreed payment arrangement not being maintained you will be notified accordingly and the outstanding balance on your account will immediately become due for payment. 3.5 Information for tenants If you live in rented accommodation, it is not always easy to identify who is legally responsible for the bill. Our water charges have to be paid and this is usually by the person who lives in the property and uses the water. If you are not sure who is responsible, check your tenancy agreement. If your landlord is responsible for the bill and owing to his non-payment we start to take recovery action against you, or if the bill is for a previous tenant, please call our Customer Accounts Department. 3.6 Notice of leaving You must give us at least two working days notice if you are moving out of a property or if you want someone else to take responsibility for the water charges. The two day notice period enables us to read the meter (if you have one) and send out a final bill. If you fail to give us notice of vacating the property, you will remain responsible for charges, either up to the next scheduled meter reading, or when the new customer advises us that they have moved in, whichever happens first. If you provide less than two days notice, you will be responsible for charges until 28 days after you notify us, unless we are notified by the new tenant or a scheduled meter reading takes place within this 28 day period. If you notify us after you move out we may require supporting information (such as a tenancy or sale agreement) to confirm the date on which you left. We will not make retrospective adjustments to your bill beyond the current charging year. If your account is in credit after paying the final bill, we will either transfer the credit to your new account or send your credit in the form of a cheque if you are moving within our supply area. If you are moving outside our supply area we will send your credit in the form of a cheque. This will normally be issued within 10 working days of the account being closed. To inform us about moving into or out of a property, contact our Customer Accounts Department. 15

19 3.7 Discontinuation of supply If you request that we disconnect the water supply to a property, you must provide us with 10 working days notice in writing. If you do not provide this notice we will not accept responsibility for any damage or loss that may be caused by the supply of water still being connected. In addition, you are responsible for ensuring that the stop tap is turned off. If you do not do this, we will not accept responsibility for any damage or loss that may be caused (for example if someone has accidentally left a tap on). 3.8 Payment difficulties Water services must be paid for, but we understand that some customers may find paying bills difficult. Please contact us as soon as possible if you are having difficulty paying your water bill. The earlier you contact us, the easier it will be for us to help you. In most cases, where customers are having difficulty paying their water bill, we manage to reach a solution that is satisfactory to both parties, such as fixed weekly or monthly amount to clear the current charges as they fall due plus an amount off any arrears. Please contact our Customer Accounts Department. If your account is in arrears and you receive benefits, you may be eligible for the Water Direct scheme. Water Direct enables JobCentre Plus (Department for Work and Pensions) to pay some of your benefit allowance directly to us. The scheme ensures that payments do not exceed a specified proportion of your benefit allowance. To be eligible for Water Direct, you have to be in receipt of one of the following benefits:- Income support Job seeker s allowance Income related employment and support allowance Pension credit If you do not have a meter, you may find that your water bills would be cheaper if you opt for a free meter installation. This may be particularly true if your property has a high rateable value and/or a low occupancy level, ie you live on your own. Please see section for details. 3.9 Collection of outstanding water charges If you do not pay or do not maintain a payment agreement, we may start court proceedings or contact a debt collection agency. We would like to avoid this course of action and customers are able to contact us at any point during the debt collection process to resolve the matter. If we instigate court action it will normally mean that you have to pay legal costs and charges. We have prepared a Code of Practice for Collection of Unpaid Charges Household Customers, which gives guidance to domestic customers. The Code is available free of charge, see section 1.2 for details on how to obtain a copy free of charge. 16

20 3.10 Sewerage services Sewerage charges cover the cost of providing and operating the public sewers, storm water drains and sewerage treatment works. We are a water only company and do not provide any sewerage services. Three companies, Dwr Cymru/Welsh Water, United Utilities and Severn Trent Water provide sewerage services in our area. We send out bills on behalf of Dwr Cymru/Welsh Water and United Utilities. This means that if you are connected to a mains sewer, your water bill, whether it is for a measured or unmeasured supply, will contain your sewerage charge as well as your water charge from us. If Severn Trent Water provides your sewerage service, you will receive a separate bill for sewerage services from Severn Trent Water. If you need to contact Dwr Cymru Welsh Water their address is:- Dwr Cymru Welsh Water Customer Services PO Box 690 Cardiff CF3 5WL Billing Enquiries: Operational Issues: Website: If you need to contact United Utilities their address is:- United Utilities plc PO Box 450 Warrington WA55 1WA Billing Enquiries: (8am - 8pm Mon-Fri, 8am - 5pm Sat) Operational Issues: Website: If you need to contact Severn Trent Water their address is:- Severn Trent Water Customer Relations Sherbourne House St Martin's Road Finham Coventry CV3 6SD Billing Enquiries: (8am - 8pm Mon-Fri, 8am - 1pm Sat) 17

21 Operational Issues: Website: Surface water drainage charge Surface water is classed as water that enters a public sewer, but is not actually connected with sewerage, for instance rainwater or water from car washing. Sewerage companies charge customers for the water that they treat. If surface water does not enter into the public drainage system, customers may be entitled to a reduction of sewerage charges. To obtain such a reduction, customers should contact the appropriate sewerage company, see section 3.10 for details. 4. PROVISIONS RELATING TO METERS 4.1 Meter reading We aim to obtain one meter reading in each financial year (two for customers on our Additional Services Scheme). If your bill is based on an estimated reading, you can provide your own reading by completing the yellow self-reading cards enclosed with estimated bills, visiting our website, or contacting our Customer Accounts Department. You will be charged for all water registered on your meter, including any which may be running to waste through defective pipes and fittings. Therefore, we advise you to read your meter regularly so that any excessive consumption can be detected promptly. 4.2 Testing of meters The meters which we use are tested for accuracy before they leave the manufacturer, this test is approved by the Trading Standards Office. If you believe that your meter is faulty please contact our Control Room and we will investigate. If we believe that the meter is faulty we will replace it. If you disagree, you can request in writing that your meter should be tested. After receiving your request, we will tell you the name of the manufacturer or independent testing station who will carry out the test and the anticipated cost of the test (usually 70 depending on the size of the meter). The meter will be tested using processes set out in the Water (Meters) Regulations 1988 as amended. If you confirm that you still want to have the meter tested and are willing to pay for the charge, we will organise for the test to be carried out and send you a copy of the meter test results. If the tested meter is found to be within the prescribed limits of error you may have to pay for any costs reasonably incurred in carrying out the test. If the meter is faulty, we will adjust your water charges to account for any under or over recording of water use by the meter. The adjustment will apply from the date of the last but one meter reading, unless it can be proved that the fault occurred at a 18

22 later date. If the meter has been under-recording, the adjustment will not exceed the average amount used in the six months period preceeding the occasion on which we last read the meter. You will not be required to pay for the meter test if it is faulty. 4.3 Offences of tampering with meters It is illegal for anyone to tamper with, disconnect, or carry out any works that could reduce the accuracy of a meter without our prior knowledge and agreement. If you think that you will need to carry out such work, please contact us and we will give advice. 4.4 Use of meter readings for sewerage charges If you have a meter, your sewerage charges will be based on the amount of water recorded on the meter. To help your sewerage provider work out your sewerage charges, we pass on details of the annual meter reading we take. 4.5 Compulsory metering There are circumstances in which we will require domestic customers to have a meter:- if you have a swimming pool or pond with a capacity over 10,000 litres which is automatically replenished if you use any apparatus to water a garden other than by hand if you have a bath with a capacity greater than 230 litres if you have a unit that incorporates reverse osmosis if the property does not have a rateable value and does not currently have a meter if the property is newly built if a previous occupier opted for a meter and reverted back to an unmeasured tariff, any new occupiers will be charged on a metered basis. We do not currently require the installation of a meter on change of occupancy. 5. LEAKAGE AND BURST PIPES 5.1 Leakage reduction Every five years we agree an Economic Level of Leakage target with Ofwat and we carry out a program of leak detection and maintenance in order to achieve this target. We have a team of trained staff who locate and repair leaks. We have divided our pipe network into a number of zones and use leakage detection equipment and computer software to identify areas of high water use. If we suspect that there is a leak, we will visit the area and investigate. If we discover that there is a leak on your supply pipe we will let you know. 19

23 If you see a leak, you can help us to keep our leakage level down by reporting it on our Leakline, free of charge on , 24 hours a day. 5.2 How to identify a leak You can help to reduce the amount of water lost through leakage by regularly checking for leaking pipes. Not all leaks are obvious and some can go unnoticed for long periods of time. During periods of dry weather you should check your drives and paths for unexplained damp spots and check your lawns and borders as unusually lush vegetation is another sign that you may have a leak. You may also notice that the flow and pressure from your kitchen tap has reduced, this could also be a sign of a leak. If you have a water meter, you can carry out your own leak test:- Turn off your internal stop tap (this is usually located under the kitchen sink or in the utility room). Turn on the cold tap in the kitchen to check that the stop tap is completely shut. A small amount of water will run from the tap as the pipe empties, if water continues to flow, the stop tap is not completely shut. Once the stop tap is completely shut, read your meter. The black numbers show the number of cubic metres of water used and the red numbers and dials show the fractions of cubic metres of water used. If possible leave the stop tap closed for at least an hour and re-read the meter. If your meter is outside, remember to replace the protective foam and lid, and turn the indoor stoptap back on. If the meter was still turning or your second meter reading is different from the first you may have a leak. If this is the case, call our Control Room and we will try to help. If you cannot read your meter, or do not know where it is, or if you think the meter has stopped recording, contact our Control Room and we will investigate. A leaking supply pipe can waste as much water in five days as an average family uses in a year. We have legal powers to issue you with a formal Waste Notice which requires you to mend the leak. The Water Industry Act 1991 Sections gives us the legal right to insist that you repair a leak even if you do not qualify for our Leak Repair Scheme. If you do not repair the leak within 21 days, or if the leak has the potential to cause damage to another person s property, we may carry out the remedial work and recover the costs of repair from you. If, in extreme cases, the leak endangers people, property or supply to other customers the supply may be cut off until the leak is repaired. If we send you a Waste Notice and you are not sure what to do, contact our Control Room. 20

24 5.3 Responsibility for pipes and leakage In most cases, we are responsible for the pipework between our water main and the boundary to your property and you are responsible for the maintenance and repair of the supply pipe, which runs from our stop tap or meter to your property. The diagram below shows the typical responsibilities for the maintenance and repair of pipework. The meter and meter chamber remain our property and responsibility. Dee Valley Water s Stop Tap Customer s Supply Pipe Dee Valley Water s Main Property Boundary KEY MAINTENANCE RESPONSIBILITY Property Boundary Dee Valley Water s pipework Dee Valley Water responsible Stop Tap Dee Valley Water responsible Supply Pipe Customer responsible However, on some occasions, more than one property may share a supply pipe. In these cases of shared supply, the responsibility for the pipe is normally shared between all of the customers who receive water through this pipe. Customers who have shared supply pipes may experience poor pressure due to the combined demand of all of the households that are supplied by the single supply pipe. In these situations, it is the responsibility of the customers to apply and pay for a separate supply pipe. The diagram below shows the typical responsibilities for maintenance and repair of a shared supply pipe. 21

25 Dee Valley Dee Water s Valley Main Water s Main 1 2 Dee Valley Water s Stop Tap 3 Property Property Boundary Boundary KEY Property Boundary Dee Valley Water s pipework Stop Tap Common Supply Pipe Common Supply Pipe Supply Pipe MAINTENANCE RESPONSIBILITY Dee Valley Water responsible Dee Valley Water responsible Customer jointly responsible Customer 2.3 jointly responsible Customer individually responsible We have prepared a Code of Practice for Leakage which:- describes the procedure that we will follow in relation to any leakage from a supply pipe when a meter is installed describes the adjustment which, in certain circumstances, will be made to your metered water supply charges in respect of the volume of water lost through leakage on the supply pipe describes our free leak detection service and Leak Repair Scheme which subject to certain conditions, covers the first two leaks at a property See section 1.2 for details on how to obtain a copy of our Code of Practice for Leakage and Leak Repair Scheme, free of charge. If you have an indoor leak or a leaking overflow pipe, you will be responsible for the repair and you will need to contact a plumber. We recommend that you use a WIAPS approved plumber. If you need help or require information about approved plumbers, call our Control Room. 5.4 Installation of new meters on an existing supply When a water meter is first installed, we will check for leaks on your supply pipe and will let you know if you have a leak. We will repair the leak free of charge if no additional excavation is required. If additional excavation is required, then you are responsible for the repair and will have to pay for any water that passes through the meter even if it is lost through leakage. However you may be eligible for our Leak Repair Scheme, see section 1.2 for details on how to obtain a copy free of charge. 22

26 5.5 Measured supplies - loss of water through leakage If you have a meter and there is a leak on your pipework, you will be charged for all water that is recorded on the meter even though some of this will be running to waste. As long as any leaks are repaired within 21 days and you make a claim within six months of the leak, you will be entitled to a "first time leakage allowance". This allowance is for excess over average use for both water and sewerage supplies and will be backdated to the earliest time that it can be identified that the leak occurred. Once a leakage allowance has been made, no future allowances will be made to you whilst you are the account holder for that property. Further information can be found in our Code of Practice for Leakage, see section 1.2 for details on how to obtain a copy free of charge. 5.6 Prevention of waste and contamination All water companies have a legal duty to enforce the Water Supply (Water Fittings) Regulations These regulations are designed to prevent the contamination, waste, misuse, undue consumption and erroneous measurement of water and you may be fined if you breach the requirements. The regulations provide guidance on the correct design, installation and modification of plumbing systems and should be referred to when carrying out any plumbing activities. You can request an appointment to view these regulations at our Packsaddle offices, by contacting our Control Room. We carry out inspections of new and existing installations, and require any breaches to be remedied as soon as possible. As part of our legal powers, we are able to ask the Courts to provide us with a warrant to enter a premises to carry out any necessary inspections and to take samples if required. 5.7 Prevention of burst pipes We recommend that you take precautions to prevent pipes from freezing during severe weather conditions. During cold weather, protecting your pipes from frost is cheaper than repairing any damage. If you do not take suitable measures to prevent your pipes from freezing you may not be covered by insurance. The following guidance will help reduce the risk of frost damage:- Make regular checks of your property including any garages or outbuildings. Ensure you know the location of the stop tap and ensure it is easy to operate (stop taps should be insulated). If a property has to be left unattended for any length of time we recommend that the water system be completely drained. Lag all pipes and fittings, both inside and outside, including those in the roof space 23