Code of Practice on payment and debt recovery

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Code of Practice on payment and debt recovery"

Transcription

1 Code of Practice on payment and debt recovery southwestwater.co.uk

2 This Code of Practice applies to domestic customers only. This Code is one of a number of Codes of Practice which have been approved by the water industry Regulator, Ofwat. Details of all South West Water Codes of Practice can be found on our website. Avoid worry act now get In touch Debt Helpline Open from 8am to 8pm, Monday to Thursday 8am to 6pm Fridays, 9am to 1pm Saturdays and closed on Sundays and Bank Holidays Accounts Helpline Open from 8am to 8pm, Monday to Friday 8am to 5pm Saturday and closed on Sundays and Bank Holidays For Minicom users only southwestwater.co.uk southwestwater.co.uk

3 Having difficulty paying your bill? We can help you Please contact us as soon as possible we cannot help you unless you let us know that you are having difficulties paying. The sooner you contact us, the sooner we will be able to suggest a way to help you pay. Please call our Debt Helpline on Mondays are always busy days for the Helpline so you may find it easier to contact us on another day. Alternatively, please write to: South West Water PO Box 4762 Worthing BN11 9NT or us at: (our Contact Centre is based in Exeter and we use a mailing and payment processing centre in Lancing as part of our commitment to reduce the cost of our operation). We will always try to help customers who are trying to pay and we guarantee that we will keep our side of any agreement we make with you. However if you do not keep yours, you risk recovery action being taken against you. By law, we cannot disconnect a domestic customer s water supply for not paying but we can, and will, take other action to obtain payment. This Code of Practice confirms how we will help and what we will do if customers do not pay. southwestwater.co.uk 1

4 How to get help from debt advice agencies You may find it helpful to obtain independent advice or debt counselling. If so, you could contact: Your local Citizens Advice Bureau (CABx) A Consumer Advice Centre A Money Advice Centre. If we are contacted by one of the above organisations because you have asked them to help you, we will suspend action to recover charges from you while discussions are taking place. We will agree to a payment plan suggested by a debt counsellor from one of the debt advice organisations we have listed, and will take no further action to recover any debts provided that you keep to the plan agreed. If you do not, we will take action to recover all of the charges you owe. Contact details for your nearest CABx can be found in the telephone directory under Citizens Advice Bureaux. Other agencies contact details can be found in the Yellow Pages under Debt but some of these are commercial debt management organisations who may charge you for help and advice. Your local library may also have contact details of voluntary debt counselling organisations in your area. Your local Citizens Advice Bureau will have details of, and application forms for, South West Water s Special Assistance fund and may also recommend you to us for help under our WaterCare Scheme (see the separate sections on Special Assistance and WaterCare which follow). Your JobCentrePlus office may also be able to give you advice on benefits and where you can get help and advice about your debts. 2 southwestwater.co.uk

5 The Consumer Council for Water Western Region is an independent body which protects customer interests and investigates customer complaints. It may be able to help you with advice on paying and where you can get help and advice on debt. It can be contacted by telephone on (Minicom ), or by at or in writing at the following address: Consumer Council for Water Western Region, First Floor, Broadwalk House, Southernhay West, Exeter EX1 1TS. If we are contacted on your behalf by the Consumer Council for Water we will also suspend all action to recover debt until matters are resolved. How can we help? Unfortunately we cannot just reduce the amount you have to pay, but if you are being charged on a rateable value basis and it is possible that your annual bill would be lower if you had a water meter installed, we will recommend that you consider this option. You can have a meter fitted free of charge as long as the cost is not unreasonable and it is practical to install one. You will have a legal right to change back to a rateable value charging basis within 12 months of the meter being fitted (or within one month of receiving a bill showing the total amount of water you have used in the 12 months since you had a meter fitted). If you want a meter but we cannot install one, we will offer you an Assessed Charge. Full details about metering, reversion and Assessed Charges are contained in our Meter Option Scheme information leaflet which we will send to you if we suggest you consider having a meter installed (please call our automated southwestwater.co.uk 3

6 meter information hotline on (Minicom ) if you want a copy of the leaflet anyway). Alternatively, information about these matters can be found in our Charges Scheme. Please call our Accounts Helpline on for a free copy if you want one. Both documents can also be read on, or downloaded from, our website. If you are already on a meter, we will check to see whether you are entitled to pay the special WaterSure Tariff which may give you a lower annual bill (see the WaterSure Tariff section on page 6 if you are on a water meter). We will also send you water saving advice which may help you reduce the amount of water you use and, thus, the amount you have to pay. Once we have checked to see whether you are paying the lowest possible bill for your own personal situation, we will discuss your finances with you and try to agree a payment plan which will help you to pay your bill. For both metered and unmetered payment plans, payments can be made monthly, fortnightly or weekly. The company operates a special Meter Payment Plan for metered customers. Under the Plan, customers agree to pay a fixed amount each month, fortnight or week. At the end of each year the company will review the account and make any adjustments to the required payments if water use has changed and the amount being paid is too high or too low. If the account is in credit and a bill has been issued recently, customers can choose to have the over-payment refunded or carried forward to reduce the following year s payments. If not enough has been paid, the debt will be added to the following year s bill and monthly payments re-set to repay the outstanding balance over the next 12 months. 4 southwestwater.co.uk

7 We will always require a payment plan to be set at a level which clears the current year s charges by the end of the financial year (31 March), but if there are arrears on the account, we may be able to agree a longer period of time to clear these to make instalments more manageable. Instalments can be paid by a number of methods: By Direct Debit (some instalment plans only) By Standing Order (some instalment plans only) Free of charge at Post Offices Free of charge for payments in cash at Paypoint outlets At your own bank or building society (some banks now charge for this service) At any branch of LloydsTSB but the bank will charge 30p for a payment made in cash By post to Customer Accounts, South West Water, PO Box 4762, Worthing, BN11 9NT (but please do not send cash through the post) Free of charge at South West Water s Head Office at Peninsula House, Rydon Lane, Exeter EX2 7HR By debit card on the company s website southwestwater.co.uk or by telephone on our automated debit card payment line Full details of all charges, payment plans and payment options are included in our Charges Scheme. Please call our Accounts Helpline on for a free copy if you want one. We will be only too pleased to help. southwestwater.co.uk 5

8 If you have difficulties in getting to a Post Office, PayPoint outlet or bank where you can make payment because of disability, we will try to find a convenient arrangement to help. To set up a payment plan please call our Debt Helpline on so that we can discuss your requirements with you and agree a suitable plan. The WaterSure Tariff Additional help if you are on a water meter If you pay metered charges you may qualify for help with your bill if you meet certain criteria. In addition to paying metered charges, you must also be in receipt of one or more of the following benefits (or have someone else living in your household in receipt of the benefit): Income Support Income-based Job Seeker s Allowance Working Tax Credit Child Tax Credit (if you are receiving the child element of the credit. You will not qualify if you receive only the family element) Income-related employment and support allowance Pension Credit Housing Benefit Council Tax Benefit. 6 southwestwater.co.uk

9 You will then qualify for help if: The person in receipt of the benefit has three or more dependent children under the age of 19 and for whom they receive child benefit normally living with them; or Someone in your household has one of the following medical conditions and this causes you to use a significant amount of extra water: Desquamation (flaky skin loss) Weeping skin disease (eczema, psoriasis, varicose ulceration) Incontinence Abdominal stomas Crohn s disease Ulcerative colitis Kidney failure requiring home dialysis (unless the Health Authority pays towards your water bill). If you have someone in your household with an illness not on this list, you may qualify for help if the illness means you have to use a significant amount of extra water, but you will need to obtain a medical certificate from a registered medical practitioner which states: The name and address of the person with the illness The illness which requires a significant extra amount of water to be used The date on which the certificate is issued The name and address of the registered medical practitioner. southwestwater.co.uk 7

10 You will have to pay any charge the medical practitioner makes for issuing the certificate. We will be only too pleased to send you full details and an application form if you think your household qualifies for help under the above scheme. You can also download information and an application form on our website. WaterDirect payments from benefits If you receive Income Support, Job Seekers Allowance or Pension Credit you may be able to have payments made directly to us from your benefit. We can help you to arrange this if you call our Debt Helpline on If you are arranging payment with JobCentrePlus yourself, please let us know. We will suspend action to recover debt until your application has been approved or rejected but please make sure you let us know what is happening. What if you think your bill is wrong? If you think that you are not responsible for a bill we send you, or if you think that the amount claimed is wrong, please contact our Accounts Helpline on immediately. We will look into the matter and try and resolve it with you. We will suspend recovery action for outstanding charges while we try to resolve matters. If we aren t able to resolve the matter and you need to make a complaint, the last section of this Code explains how you can do this. Ultimately if we cannot reach an agreement with you by any other way, we may have to ask the County Court to decide whether you owe the money. 8 southwestwater.co.uk

11 Tenants If you are a tenant, you are responsible for paying water and sewerage charges unless your landlord has agreed directly with us in writing to pay the charges. If your tenancy agreement states that the landlord is responsible, please check that she or he has a written agreement with us to pay. If you get a bill from us which you think your landlord should be paying, contact our Accounts Helpline on immediately do not ignore the bill thinking your landlord is paying it. What will happen if you do not pay your bill or keep to a payment plan? If after we have sent you a bill we do not receive payment or any contact from you to discuss payment, we will send you a reminder. We will also send you a reminder if you miss paying instalments. If we do not hear from you or receive payment after sending you a reminder, we will send you notice of our intention to ask the County Court to issue a Claim for non payment. If you have been paying by instalments and not responded to a reminder, you will receive a combined notice of cancellation of your instalment plan and intention to issue a Claim. The Claim will be for all monies you owe to us and not just for any instalments you have missed paying. If you do not respond to this notice, depending on your payment history, we may: Ask the Court to issue a Court Claim; or Contact you again ourselves; or Ask a Debt Collection Agency to recover the outstanding money. southwestwater.co.uk 9

12 If a Court Claim is issued it will add to the debt you owe us as you will have to pay Court and Solicitors Costs. If you receive a Court Claim you can ask the Court to decide how you should pay off the debt but if you do, you may have to pay additional Court costs. You can also dispute the Court Claim if you believe you do not owe the money claimed. If you do not respond to the Court Claim, the Court will make an Order against you for the full debt. Further legal action, such as the issue of a Warrant for the seizure of goods, can be taken against you once an Order has been made. A Court Order for payment may affect your ability to obtain credit. Where an Order for payment has been made by the Court and there is still no agreement with a customer to pay a debt, depending on the circumstances we may take one or all of the following actions: Ask a Debt Collection Agency to recover the outstanding money Visit a customer ourselves to try and agree a payment plan Ask the Court to issue an enforcement process such as: A Warrant to allow a Court Bailiff to seize your goods An Attachment of Earnings Order requiring your employer to pay money from your salary/earnings directly to us A Charging Order if you own your home. This will mean that you have to settle the debt before you can complete the sale of your home. 10 southwestwater.co.uk

13 Debt Collection Agencies Where a Debt Collection Agency has been asked by us to recover money, any disputes or offers of payment must be made to the Agency using the contact telephone number or address on correspondence the Agency has sent you. The Debt Collection Agencies we use are regulated by the Office of Fair Trading, are rigorously vetted by the company and operate within strict codes of practice. If you have any concerns or complaints about a Debt Collection Agency please write to South West Water, PO Box 4762, Worthing, BN11 9NT. The South West Water WaterCare Scheme Our WaterCare Scheme is a Scheme to help customers trying to pay by: Checking a customer is getting all of the benefits to which they may be entitled Making sure a customer is on the right tariff to give them the lowest possible water bill Carrying out a home water audit and suggesting simple ways to reduce water use Fixing dripping taps or leaking cisterns and installing simple water saving devices such as low use shower heads, flow restrictors in taps and toilet flush reduction devices. We cannot help every customer at once but we are contacting customers we know to have payment problems because they are in debt directly and offering them help through the WaterCare Scheme. southwestwater.co.uk 11

14 We have agreed with CABx and other Debt Advice Agencies that we will include in the Scheme customers with water debt problems who contact them for debt advice and help. If you receive a contact about WaterCare it is a Scheme to help you and we hope you will take advantage of that help. If you have debt problems contact your local CAB and it will be able to recommend you for WaterCare and help you with all of your debt problems. The South West Water Special Assistance Fund We may be able to help with a grant towards debts in one off cases of severe personal or financial hardship for example debts left following a death of a partner. The Special Assistance Fund will not be able to help with long term debt problems but such applicants will be offered help under the WaterCare Scheme. Application forms for help from the Special Assistance Fund are available from CABx and other debt advice agencies and help organisations such as Age Concern or the Soldiers, Sailors, Airmen and Families Association. They will be able to advise you on other problems and debts as well as your water debt. 12 southwestwater.co.uk

15 If you are not satisfied Please let us know. If you have a complaint that you do not owe money we are asking you to pay or that we have not complied with this Code of Practice, you can let us know by telephoning our Accounts Helpline on ; or by by visiting our website at southwestwater.co.uk and selecting the Contact Us option; or in writing to South West Water, PO Box 4762, Worthing BN11 9NT. In the unlikely event that we are not able to resolve a complaint to your full satisfaction and our position has been reviewed by a senior South West Water manager, you can refer your concerns to the Consumer Council for Water Western Region (CCWater) who will investigate independently. CCWater are an independent body who protect the customer interests and investigate customer complaints. You can contact them at: Consumer Council for Water Western Region, First Floor, Broadwalk House, Southernhay West, Exeter EX1 1TS Telephone: (Minicom ) southwestwater.co.uk 13

16 Printed on 100% recycled paper Effective June 2010 Peninsula House, Rydon Lane, Exeter EX2 7HR Registered in England No southwestwater.co.uk /10

Code of Practice on Payment and Debt Recovery

Code of Practice on Payment and Debt Recovery Code of Practice on Payment and Debt Recovery southwestwater.co.uk Code of Practice on Debt and Payment Recovery In this leaflet we explain our policies if you fall into debt and what you can do to get

More information

Code of Practice on Payment and Debt Recovery

Code of Practice on Payment and Debt Recovery 1 Code of Practice on Payment and Debt Recovery 2 In this leaflet we explain our policies if you fall into debt and what you can do to get help and support if you are having problems paying a water bill.

More information

Household water charges, payment options and debt recovery. code of practice

Household water charges, payment options and debt recovery. code of practice Household water charges, payment options and debt recovery code of practice This leaflet forms part of our Customer Code of Practice, which provides a guide to the services we provide for household customers.

More information

Code of Practice on Debt Recovery

Code of Practice on Debt Recovery Code of Practice on Debt Recovery SSE is a trading name of SSE Water Limited, which is a member of the SSE Group. The Registered Office of SSE Water Limited is 55 Vastern Road, Reading RG1 8BU. Registered

More information

Our Code of Practice for Domestic Customer Debt

Our Code of Practice for Domestic Customer Debt Our Code of Practice for Domestic Customer Debt 2104/2/2011 1 Introduction This is our Code of Practice for dealing with domestic customer debt. It gives details on paying your bills, and states what we

More information

How to get help if you can t pay your bill

How to get help if you can t pay your bill How to get help if you can t pay your bill Code of Practice 1 - Code of Practice Please tell us straight away if you are having difficulty in paying. We are always happy to help. Call our customer helpline

More information

For more information. This leaflet is available on request in other formats such as large print and languages other than English.

For more information. This leaflet is available on request in other formats such as large print and languages other than English. For more information This Code of practice is approved by Ofwat and forms part of a suite of code of practice leaflets available to customers. This leaflet is available on request in other formats such

More information

PEEL WATER NETWORKS LIMITED CODE OF PRACTICE FOR DEBT

PEEL WATER NETWORKS LIMITED CODE OF PRACTICE FOR DEBT PEEL WATER NETWORKS LIMITED CODE OF PRACTICE FOR DEBT Peel Water Networks Limited, Peel Dome, The Trafford Centre, Manchester. M17 8PL Registered No: 6680258 Table of Contents Table of Contents... 2 1.

More information

Code of Practice on Debt Recovery May 2015

Code of Practice on Debt Recovery May 2015 Code of Practice on Debt Recovery May 2015 Useful Phone Numbers Questions or Enquiries about your bill or the charges you pay 0800 980 1391 Monday to Friday 8am to 8pm and Saturday 8am to 2pm If you are

More information

Managing. debt. domestic customers. the collection of. debt for. Our code of practice:

Managing. debt. domestic customers. the collection of. debt for. Our code of practice: Managing debt Our code of practice: the collection of debt for domestic customers The water services we provide to your property have to be paid for, but we know that finding the money to pay bills can

More information

Debt recovery. code of practice

Debt recovery. code of practice Debt recovery code of practice We want to help As a Wessex Water customer, you are entitled to a high level of service from us and our billing company Bristol Wessex Billing Services Limited (BWBSL). In

More information

Help us to help you. Remember, we will not take debt recovery action against you if: you follow the steps within this leaflet

Help us to help you. Remember, we will not take debt recovery action against you if: you follow the steps within this leaflet Debt Recovery Remember, we will not take debt recovery action against you if: you follow the steps within this leaflet Help us to help you The advice in this leaflet is very important. It incorporates

More information

CODE OF PRACTICE ON DEBT RECOVERY. Veolia Water East

CODE OF PRACTICE ON DEBT RECOVERY. Veolia Water East CODE OF PRACTICE ON DEBT RECOVERY Veolia Water East CODE OF PRACTICE ON DEBT RECOVERY PAGE WE WANT TO HELP YOU 3 COMPANY COMMITMENT 3 WHY THE NEED FOR A CODE OF PRACTICE? 4 KEY ISSUES 4 - Contact with

More information

Code of practice for recovering domestic water debt

Code of practice for recovering domestic water debt Code of practice for recovering domestic water debt Contents 2 What to do if you can t pay your bill 3 How we can help 5 How to pay 7 What if you don t pay the bill or don t keep to an agreement? 9 What

More information

Paying your bill. Code of practice. The standards of service you can expect from us

Paying your bill. Code of practice. The standards of service you can expect from us Paying your bill Code of practice The standards of service you can expect from us 2 Severn Trent Water Paying your bill Contents 1. Your bill 3 2. I m having difficulty paying my bill, what should I do?

More information

Email www.southeastwater.co.uk/contact. Web www.southeastwater.co.uk

Email www.southeastwater.co.uk/contact. Web www.southeastwater.co.uk How to Contact Us Our Customer Service Centre is open: Monday to Friday from 8am to 7pm Saturday from 8am to 1pm We are closed on Sundays and Bank Holidays Email www.southeastwater.co.uk/contact Web www.southeastwater.co.uk

More information

Help with payment problems

Help with payment problems Help with payment problems ADVICE AND INFORMATION H E L P... Here to help If you are having problems paying your water bill, please get in touch with us as soon as possible. We understand that customers

More information

for water and for sewerage charges for the period 1 April 2016 to 31 March 2017

for water and for sewerage charges for the period 1 April 2016 to 31 March 2017 WaterSure (incorporating South West Water s Social Tariff) Application form WaterSure can help you if you have a low income and your water is supplied by a meter. We can help by putting a limit on your

More information

Your Gas and Electricity Bill

Your Gas and Electricity Bill Your Gas and Electricity Bill Page 3 This charter sets out what you need to know about paying for your gas and electricity, and what to do if you re having difficulty paying a bill. Section Contents Page

More information

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity

britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Lots of ways to pay Paying for your gas and electricity Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

Our service to you. Paying for gas and electricity

Our service to you. Paying for gas and electricity Our service to you Paying for gas and electricity 1 How to contact us If you would like more information on any of the services described in this booklet, please contact us. For details of how to contact

More information

Help with your bill if you have a water meter. WaterSure application pack 2016/2017

Help with your bill if you have a water meter. WaterSure application pack 2016/2017 Help with your bill if you have a water meter WaterSure application pack 2016/2017 Oh no, not another bill... It s the sound that everyone hates - a bill landing on the doormat. No one likes paying them.

More information

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk

Lots of ways to pay. Paying for your gas and electricity. britishgas.co.uk Lots of ways to pay Paying for your gas and electricity britishgas.co.uk Paying for your energy This booklet explains the different ways in which you can pay for your energy supply, and what to do if you

More information

Water and sewerage charges 2014-15. A guide for household customers

Water and sewerage charges 2014-15. A guide for household customers Water and sewerage charges 2014-15 A guide for household customers Water and sewerage charges 2014-15 A guide for household customers Southern Water is the appointed provider of sewerage services throughout

More information

Prepayment Meters ( Pay As You Go ) A ScottishPower Charter

Prepayment Meters ( Pay As You Go ) A ScottishPower Charter Prepayment Meters ( Pay As You Go ) Page 1 Introduction This charter tells you what you need to know about using a prepayment meter to pay for your electricity or gas. Section Contents Page 1 What You

More information

Payment of bills and guidance for customers in difficulty

Payment of bills and guidance for customers in difficulty Payment of bills and guidance for customers in difficulty SustainableEnergy For residential heat customers This tells you about the different ways to pay your bills and what happens if bills are not paid

More information

Dealing with debt - toolkit Information from Southampton City Council. Step 5. Tackle the most important debts first

Dealing with debt - toolkit Information from Southampton City Council. Step 5. Tackle the most important debts first Dealing with debt - toolkit Information from Southampton City Council Step 5. Tackle the most important debts first Step 5. Tackle the most important debts first priority creditors. Some debts are more

More information

Southend-on-Sea Borough Council. Department for Corporate Services Revenues & Benefits Service. Housing Benefit. A Guide to Overpayments

Southend-on-Sea Borough Council. Department for Corporate Services Revenues & Benefits Service. Housing Benefit. A Guide to Overpayments Southend-on-Sea Borough Council Department for Corporate Services Revenues & Benefits Service Housing Benefit A Guide to Overpayments A guide to Overpayments This leaflet is designed to explain the following:

More information

What happens if we have paid you too much tax credit?

What happens if we have paid you too much tax credit? What happens if we have paid you too much tax credit? COP26 CODE OF PRACTICE Contents How we work out your tax credit 1 Adjusting awards during the year 2 Stopping awards 3 Finalising awards at the end

More information

KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY

KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY If you don t speak English and need help with this guide, call (TIS National) on the telephone interpreter service 13 14 50 to arrange

More information

Our code for collecting council tax

Our code for collecting council tax Council tax This document tells you how we collect council tax and what to do if you have difficulty paying. Paying your bill If you have to pay council tax we will send you a bill. The bill will tell

More information

Are you worried about your mortgage? If you are struggling to pay your mortgage, act now to stop your situation becoming worse

Are you worried about your mortgage? If you are struggling to pay your mortgage, act now to stop your situation becoming worse Are you worried about your mortgage? Get advice now If you are struggling to pay your mortgage, act now to stop your situation becoming worse Funded by the Northern Ireland Executive, delivered through

More information

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1

Terms & Conditions. For the Supply of Gas and Electricity to our Domestic Customers. A not for profit company1 Terms & Conditions For the Supply of Gas and Electricity to our Domestic Customers A not for profit company1 Contents Introduction and definitions... 3 1. About your supply contract... 4 2. Energy tariff

More information

For people who want to take a dispute to court

For people who want to take a dispute to court How do I make a court claim? For people who want to take a dispute to court EX302 About this leaflet This leaflet is for people who want to take a claim to court. It explains: how to prepare your court

More information

A guide to RENT ARREARS

A guide to RENT ARREARS A guide to RENT ARREARS An Information Booklet INTRODUCTION The importance of Regular Rent Payment Cadder Housing Assocation is responsible for the management and maintenance of approximately 650 properties.

More information

Household Wholesale Charges Scheme

Household Wholesale Charges Scheme Household Wholesale Charges Scheme 2016-2017 southwestwater.co.uk South West Water Limited s Area of Operation CUSTOMER CONTACT INFORMATION Customers may contact us: ON-LINE: You can e-mail us using our

More information

Paying for your own residential care

Paying for your own residential care Paying for your own residential care June 2015 Page 1 Contents How will I know whether my needs have to be met by residential care?... 3 How do I find a home?... 3 How much will I have to pay towards the

More information

Services for customers with individual needs

Services for customers with individual needs Services for customers with individual needs Introduction As a Southern Water customer, you are entitled to expect the highest standards of service from us. We always try to give all our customers the

More information

The WaterSure tariff puts a limit on your water charges. The tariff is for water.

The WaterSure tariff puts a limit on your water charges. The tariff is for water. WaterSure Application form April 2015-March 2016 The WaterSure tariff puts a limit on your water charges. The tariff is 134.54 for water. The WaterSure tariff for sewerage is: Wessex Water 225 Southern

More information

GET IN TOUCH, NOT IN DEBT

GET IN TOUCH, NOT IN DEBT GEDLING BOROUGH COUNCIL A Fair Collection and Debt Recovery Policy GET IN TOUCH, NOT IN DEBT A Handbook for: Gedling Borough Council Staff and Members Local Advice Workers The Council s Collection Agents

More information

Business Charter. Our promise and guarantees to you

Business Charter. Our promise and guarantees to you Business Charter Our promise and guarantees to you About our Business Charter We re committed to providing the highest quality services and by law we must meet certain standards. This leaflet explains

More information

Code of Practice. Services. for pre-payment customers

Code of Practice. Services. for pre-payment customers Services for pre-payment customers Contents 2 Introduction 2 When will a prepayment meter be installed in your home? 3 How to use your prepayment meter 3 Where to make payments 3 What happens if the machine

More information

Do you need a helping hand?

Do you need a helping hand? Do you need a helping hand? ADVICE AND INFORMATION ON SPECIAL ASSISTANCE SERVICES What sort of help is available? We offer two assistance schemes: WaterSure Financial help for metered customers if you

More information

Council Tax Debt Recovery Policy

Council Tax Debt Recovery Policy Council Tax Debt Recovery Policy Contents 1. Legal Framework 2. Demand Notice 3. Joint & Several Liability 4. Instalments 5. Methods of Payment 6. Reminder/Final Notices 7. Summons 8. Liability Order/Request

More information

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters

Pay As You Go Energy. Your guide to pay as you go meters. All you need to know about pay as you go meters Pay As You Go Energy All you need to know about pay as you go meters Your guide to pay as you go meters This leaflet tells you everything you need to know about pay as you go meters, how they work and

More information

Dealing with household customers in debt - guidelines Revised 1 September 2015

Dealing with household customers in debt - guidelines Revised 1 September 2015 Dealing with household customers in debt - guidelines Revised 1 September 2015 Introduction In April 1992, we first issued guidance to the water companies in England and Wales covering procedures for dealing

More information

Help us to help you Contact us and work in partnership with your local Council

Help us to help you Contact us and work in partnership with your local Council February 2016 Version 6 Torridge District Council A Fair Collection and Recovery of Debt Policy Help us to help you Contact us and work in partnership with your local Council Torridge District Council

More information

EX302. How to make a claim. Where do I start my claim?

EX302. How to make a claim. Where do I start my claim? How to make a claim EX302 Before issuing a claim you may find it useful to read the leaflet EX301 - Making a claim? Some questions to ask yourself. It sets out some important things to consider before

More information

COLLECTION AND RECOVERY POLICY

COLLECTION AND RECOVERY POLICY COLLECTION AND RECOVERY POLICY 2 Contents INTRODUCTION... 3 LINKS TO THE COUNCIL'S CORPORATE OBJECTIVES... 3 POLICY AIMS... 3 DEBTS COVERED BY THIS POLICY... 4 THE LEGAL FRAMEWORK FOR RECOVERY... 4 Local

More information

1 Don t ignore the problem

1 Don t ignore the problem Sometimes when your circumstances change, for example you work fewer hours, become sick, separate/ divorce, receive a cut in your pay, lose your job or have high bills to pay, life seems impossible. Don

More information

Our fees and charges explained

Our fees and charges explained Our fees and charges explained and other important information about how your mortgage works May 2015 What s in this booklet Keeping you informed 3 Application and valuation fees 3 Application fees 4 Valuation

More information

www.nelincs.gov.uk North East Lincolnshire Council - Corporate Debt Recovery Strategy

www.nelincs.gov.uk North East Lincolnshire Council - Corporate Debt Recovery Strategy Executive Director Business Services Rob Walsh B.A. (Hons) Solicitor www.nelincs.gov.uk North East Lincolnshire Council - Corporate Debt Recovery Strategy Background. As part of Transactional Services

More information

Dealing with debt. finding your feet. Advice for you if you are in debt

Dealing with debt. finding your feet. Advice for you if you are in debt Dealing with debt finding your feet Advice for you if you are in debt Help yourself deal with your debt Even though it may seem that there is little you can do to help yourself, in fact there is more than

More information

Get advice now. Are you worried about your mortgage? New edition

Get advice now. Are you worried about your mortgage? New edition New edition July 2009 Are you worried about your mortgage? Get advice now If you are struggling to pay your mortgage, act now to stop your situation becoming worse. Working with Citizens Advice Bureaux

More information

Dealing with a drop in income

Dealing with a drop in income Dealing with a drop in income 2 Royal College of Nursing Dealing with a drop in income 3 When you are faced with a change of circumstances, such as a reduction in your working hours, ill health, loss of

More information

Sundry Debt Management and Recovery Policy

Sundry Debt Management and Recovery Policy 1. Introduction Sundry Debt Management and Recovery Policy 1.1 Forest Heath and St Edmundsbury Councils (referred to in this document as West Suffolk or the councils ) provide a wide range of services

More information

Adviceguide Advice that makes a difference

Adviceguide Advice that makes a difference Going to court Before you go to court If you have been negotiating with a trader to try and resolve a consumer complaint but have not been successful, you may want to consider going to court. You should

More information

Get advice now. Are you worried about your mortgage? New edition

Get advice now. Are you worried about your mortgage? New edition New edition July 2010 Are you worried about your mortgage? Get advice now If you are struggling to pay your mortgage, act now to stop your situation becoming worse. Working with Citizens Advice Bureaux

More information

Civil legal aid information for applicants

Civil legal aid information for applicants Civil legal aid information for applicants This leaflet covers both civil legal aid and advice and assistance Solicitors you must give this leaflet to clients before they complete a financial eligibility

More information

Bank of Scotland Bank Accounts. Special conditions

Bank of Scotland Bank Accounts. Special conditions Bank of Scotland Bank Accounts January 2007 Special conditions Bank account conditions Always giving you extra 2 Welcome to the Bank of Scotland Thank you for choosing to bank with the Bank of Scotland.

More information

GUIDE TO DEALING WITH DEBT

GUIDE TO DEALING WITH DEBT GUIDE TO DEALING WITH DEBT CONTENTS Page 4 Where do I start? Page 5 Do I have to pay? What can I afford to pay? Page 7 Who to pay first? Page 10 What can I afford to pay on my Credit Debts? Page 12 What

More information

A Fair Collection and Debt Recovery Policy

A Fair Collection and Debt Recovery Policy A Fair Collection and Debt Recovery Policy Sundry Debts and Housing Benefit overpayments Introduction Fylde Borough Council believes a collection and debt recovery policy should be fair to everyone, especially

More information

Get advice now. Are you worried about your mortgage?

Get advice now. Are you worried about your mortgage? Are you worried about your mortgage? Get advice now If you are struggling to pay your mortgage, or you think it will be difficult to pay more when your fixed-rate deal ends, act now to stop your situation

More information

Take a closer look at your Prepayment Meter

Take a closer look at your Prepayment Meter Take a closer look at your Prepayment Meter Your questions answered Let s talk about prepayment meters How do they work? This quick guide gives you lots of information about prepayment meters, such as:

More information

court fees do you have to pay them? Some people do not have to pay a court fee, by law

court fees do you have to pay them? Some people do not have to pay a court fee, by law court fees do you have to pay them? Some people do not have to pay a court fee, by law Other people may not have to pay a court fee, or they may pay a smaller fee EX160A Court Fees do you have to pay them?

More information

Our fees and charges explained

Our fees and charges explained Our fees and charges explained and other important information about how your mortgage works June 2015 What s in this booklet Keeping you informed 3 Application and valuation fees 3 Application fees 3

More information

APPLICATION FOR FINANCIAL ASSISTANCE

APPLICATION FOR FINANCIAL ASSISTANCE APPLICATION FOR FINANCIAL ASSISTANCE ALTERNATIVELY APPLY ONLINE VIA THE FUND S WEBSITE WWW.NPOWERENERGYFUND.COM BEFORE COMPLETING THE APPLICATION FORM, PLEASE CAREFULLY READ THE NOTES BELOW. When you have

More information

Help with Council Tax Benefit

Help with Council Tax Benefit MCL3-HelpWithCTax-KNO 6/7/07 12:13 Page 1 How to contact us Information relating to the services which the Council provides and how to contact the various departments can be obtained from any Branch Library

More information

HOUSING BENEFIT AND COUNCIL TAX BENEFIT

HOUSING BENEFIT AND COUNCIL TAX BENEFIT benefits A5 booklet - HOW TO CLAIM 14 v1.qxp 16/11/2007 09:15 Page 1 How to Claim Benefit Number 14 in a series of benefit information leaflets 14 Phone: (01234) 221797 HOUSING BENEFIT AND COUNCIL TAX

More information

Advice Centre UTILITY BILLS. This leaflet gives information about utility bills, suppliers and what to do when moving in and out of a house.

Advice Centre UTILITY BILLS. This leaflet gives information about utility bills, suppliers and what to do when moving in and out of a house. Advice Centre UTILITY BILLS This leaflet gives information about utility bills, suppliers and what to do when moving in and out of a house. 2014/15 UTILITY BILLS Most tenants of private sector rented

More information

What happens if we ve paid you too much tax credits

What happens if we ve paid you too much tax credits What happens if we ve paid you too much tax credits Code of Practice COP26 Contents Introduction 1 Mandatory reconsideration 1 When you should dispute an overpayment 2 How we work out the amount of your

More information

Factsheet. Bankruptcy. e y. i c e. Make Every Count. The information and benefit rates in this leaflet are correct at April 2009

Factsheet. Bankruptcy. e y. i c e. Make Every Count. The information and benefit rates in this leaflet are correct at April 2009 M on Factsheet e y E3 A dv i c e Bankruptcy U ni Make Every Count t The information and benefit rates in this leaflet are correct at April 2009 01438 737555 www.hertsdirect.org/benefits Bankruptcy Bankruptcy

More information

A claim has been made against me - What should I do?

A claim has been made against me - What should I do? EX303 A claim has been made against me - What should I do? This leaflet explains what you can do if someone has issued a claim against you through a county court. Other leaflets referred to are available

More information

Co-operative Energy, Co-operative House Warwick Technology Park, Warwick CV34 6DA.

Co-operative Energy, Co-operative House Warwick Technology Park, Warwick CV34 6DA. Terms and Conditions May 2014 Co-operative Energy: General Terms and Conditions for Domestic Customers Only Applicable from 1st June 2014. Co-operative Energy Limited is a limited liability company registered

More information

This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you.

This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you. Managing Debt This fact sheet explains your legal rights and options, and provides contact details for organisations that may be able to help you. This fact sheet has been prepared as a guide only and

More information

Information, help and advice about our Codes of Practice for household customers

Information, help and advice about our Codes of Practice for household customers CODES OUR OF PRACTICE Information, help and advice about our Codes of Practice for household customers INTRODUCTION Our Codes of Practice are designed to let household customers know about the services

More information

factsheet Help with Council Tax

factsheet Help with Council Tax factsheet Help with Council Tax 2015/16 carersuk.org factsheet This factsheet looks at what help is available for council tax and what to do if you disagree with a council tax decision. The information

More information

NATIONAL NON DOMESTIC RATES BILLING, COLLECTION AND ENFORCEMENT POLICY

NATIONAL NON DOMESTIC RATES BILLING, COLLECTION AND ENFORCEMENT POLICY NATIONAL NON DOMESTIC RATES BILLING, COLLECTION AND ENFORCEMENT POLICY AIMS OF THE POLICY 1 To advise customers of their National Non Domestic Rates liability as soon as possible 2 To help customers receive

More information

MONEY WORRIES? A SELF HELP GUIDE TO DEALING WITH YOUR DEBTS. Contents

MONEY WORRIES? A SELF HELP GUIDE TO DEALING WITH YOUR DEBTS. Contents MONEY WORRIES? A SELF HELP GUIDE TO DEALING WITH YOUR DEBTS Contents 1 Introduction page 3 Checking that the money is owed 4 Working out your budget Income Expenditure 4 Negotiating with Priority creditors

More information

Debt Management and Hardship Procedures

Debt Management and Hardship Procedures Debt Management and Hardship Procedures July 2014 Contents Debt Managment Procedure Overview Rights and responsibilities Billing and payment Payment difficulties Non payment Actions relating to non-payment

More information

If instalments are not paid as they are due a reminder will be sent requiring payments to be brought up to date within 7 days.

If instalments are not paid as they are due a reminder will be sent requiring payments to be brought up to date within 7 days. APPENDIX 1 DEBT RECOVERY POLICY This debt recovery policy of South Lakeland District Council aims to maximise income from all revenue generating sources whilst incorporating a sympathetic approach to the

More information

Fairer Charging: Paying for your care at home Customer s Information Handbook 2015/16

Fairer Charging: Paying for your care at home Customer s Information Handbook 2015/16 Fairer Charging: Paying for your care at home Customer s Information Handbook 2015/16 Important read this first This is a big booklet, but you don t have to read it all unless you want to. Instead of reading

More information

How does HMRC work out how much income tax I owe?

How does HMRC work out how much income tax I owe? Taxes are dealt with and collected by HM Revenue & Customs (HMRC). There are different types of tax, which include those listed below. Income tax. This is a tax you pay on income you receive. National

More information

Code of Practice on Leakage for Domestic Customers

Code of Practice on Leakage for Domestic Customers 1 Code of Practice on Leakage for Domestic Customers 2 If you pay metered charges for water and sewerage services, this leaflet sets out how we are able to help with the cost of replacing or repairing

More information

Disconnection for arrears

Disconnection for arrears Chapter 8.. Disconnection for arrears This chapter covers: 1. When you can be disconnected for arrears (below) 2. Protection from disconnection (p120) 3. Preventing disconnection (p121) 4. At the point

More information

Options for dealing with debt

Options for dealing with debt Options for dealing with debt This factsheet explains what you can do if you cannot afford your debts. It gives an overview of the options that you may have, but is not a suitable alternative to speaking

More information

When your water supply has a leak

When your water supply has a leak When your water supply has a leak Code of practice for domestic properties Contents 3 What this leaflet is about 4 Responsibility for water pipes 5 Finding leaks 6 Fixing leaks 8 Your water bill 9 Leak

More information

Merton Benefits Service A landlord s guide to Housing Benefit August 2009

Merton Benefits Service A landlord s guide to Housing Benefit August 2009 MERTON COUNCIL PUTTING YOU FIRST Merton Benefits Service A landlord s guide to Housing Benefit August 2009 www.merton.gov.uk Section and contents Page 1 What is Housing Benefit and who gets it?... 3 2

More information

Paying Your Rent. Information and advice

Paying Your Rent. Information and advice Paying Your Rent Information and advice AH72 Revised September 2009 Paying Your Rent Your rent is due weekly in advance each Monday. Please let us know if you would prefer to pay fortnightly or monthly.

More information

DEALING WITH CUSTOMERS IN DEBT - GUIDELINES -

DEALING WITH CUSTOMERS IN DEBT - GUIDELINES - DEALING WITH CUSTOMERS IN DEBT - GUIDELINES - OCTOBER 2002 DEALING WITH CUSTOMERS IN DEBT GUIDELINES Introduction In April 1992 we first issued guidance to the water companies in England and Wales covering

More information

Court fees are payable at the time you file any document or commence any process requiring a fee, unless otherwise stated.

Court fees are payable at the time you file any document or commence any process requiring a fee, unless otherwise stated. EX50 Civil and Family Court Fees From 22 April 2014 Important information This leaflet sets out a selection of civil and family court fees. It is not the full list, neither is it the authority on fees.

More information

Payment Standard. Benefits Service

Payment Standard. Benefits Service Payment Standard Council Tenants will have any rent rebate credited to their rent account, leaving the tenant with a net amount to pay. Tenants who pay rent to a private landlord will receive payments,

More information

Court fees are payable at the time you file any document or commence any process requiring a fee, unless otherwise stated.

Court fees are payable at the time you file any document or commence any process requiring a fee, unless otherwise stated. EX50 Civil and Family Court Fees From 6 April 2015 Important information This leaflet sets out a selection of civil and family court fees. It is not the full list, neither is it the authority on fees.

More information

53 & 55 London Road. Heating & hot water services All you need to know

53 & 55 London Road. Heating & hot water services All you need to know 53 & 55 London Road Heating & hot water services All you need to know Introduction Welcome to London Road. Your new home is served by a communal heating system. Your heating system is robust, reliable

More information

RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY

RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY RENT COLLECTION, ARREARS & DEBT RECOVERY POLICY Approved by Board 21 July 2009 1. Introduction 1.1 This Policy sets out the principles and approach to be taken in making sure that rent and service charge

More information

Fair Debt Collection Policy

Fair Debt Collection Policy Fair Debt Collection Policy 1 1. Background 1.1 The council first approved a Fair Debt Collection Policy in 1995. The policy was established as a means of not only protecting the interests of the council

More information

Student loans A guide to terms and conditions 2014/15

Student loans A guide to terms and conditions 2014/15 Student loans A guide to terms and conditions 2014/15 sound advice on STUDENT FINANCE For more information and to apply visit www.studentfinancewales.co.uk SFW/SLTC/V14/D CONTENTS SECTION 1 What this guide

More information

Council Tax and Benefits Service. Debt Recovery Processes Council Tax and Housing Benefit Overpayments

Council Tax and Benefits Service. Debt Recovery Processes Council Tax and Housing Benefit Overpayments Council Tax and Benefits Service Debt Recovery Processes Council Tax and Housing Benefit Overpayments Version Control Version Revised by Date Description 1 Andi Frangeskou May 2015 Original issue 2 3 1.

More information