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 You 5 - Payment Options 6 - Payment Facilities 7 - Difficulty in Paying your Bill 9 - Debt Recovery Timetable 9 CUSTOMERS WITH SPECIAL NEEDS 10 - WaterDirect Scheme 10 - WaterSure Tariff 10 - Solow Tariff 11 - Switch to a Meter 11 - Veolia Water Trust 12 - The Anglian Water Assistance Fund 12 TENANTS 12 DISPUTES 12 OFWAT 12 CONSUMER COUNCIL FOR WATER (CCW) 13 COMPLAINTS 13 CONTACTS FOR HELP AND ADVICE 14 CONTACT US 15 2

WE WANT TO HELP YOU For various reasons, you may have difficulty paying your bill. If you are having problems paying your water bill, please get in touch with us as soon as possible. We understand that customers can have difficulties and we are always ready to help. This code of practice explains how we can help and what will happen if you are unable to or do not pay your bill on time. It also explains the action we may take in the event of you failing to pay your bill. If you agree and fail to maintain a payment plan with us or refuse to pay, we may take legal action which means you will incur additional costs and this course of action could affect your credit rating. In the first instance, contact our offices on 0845 1482911. We are open weekdays from 8.00 am to 6.00 pm - all calls are confidential and our friendly staff will offer simple and helpful advice especially for you, so don t be afraid to pick up the phone and call us. COMPANY COMMITMENT We undertake to abide by the procedures laid down in this Code of Practice on Debt Recovery. (Any other agents employed by us in the course of debt collection are also bound by this Code of Practice.) We understand the real problems faced by a number of our customers. We are happy to listen and to react sympathetically and fairly to any of our customers faced with genuine problems in paying their bills. We will suggest what we consider to be realistic payment options which the customer can afford and we will also offer information on organisations who may be able to offer independent advice and assistance to customers with financial difficulties. These agencies are listed on pages 14 15. Cases of a sensitive nature will be handled with the utmost care. In return we will expect you to keep to any agreed special payment arrangements and also to inform us immediately of any unforeseen change of circumstances affecting payment. 3

WHY THE NEED FOR A CODE OF PRACTICE? Ofwat has always made it clear that water bills must be paid and that Water Companies act in a reasonable manner when recovering debt. We cannot reduce the total amount of your bill, but we will make the payment of water bills as easy as possible for you. This Code of Practice has been approved by the water regulator Ofwat. KEY ISSUES With this in mind we have produced a Code of Practice which focuses on five key areas: Contact with you Payment Options Payment Facilities Debt Recovery Timetable Watersure and Watercare We hope that, by publishing this code, you will know your rights and your options and furthermore you will be fully aware of the possible financial and personal consequences of ignoring reminders and not paying your bill. 4

CONTACT WITH YOU We will try to make contact with customers who are in arrears at the earliest opportunity. We aim to do this by: Including a note on all water bills advising customers faced with difficulty in paying their bills to contact us as soon as possible. Emphasising the same message in our information leaflets which are sent to all customers with their water bills with reference to the availability of the Code of Practice on Debt Recovery. Providing large print and audio versions of literature etc. for customers via our "Watercare service. Providing a special telephone number 0845 1482911 to enable customers with billing queries to contact the staff in the Company best qualified to offer help and advice. Ensuring that local organisations that can provide help and advice are aware of the Company's Code of Practice for Debt Recovery and taking positive steps to liaise with these groups so that customers receive good advice whoever they approach. Issuing a red reminder and if necessary a final reminder letter to you before taking legal action. These letters include a clear warning to you that if they are ignored, we will take action via the courts to recover all sums owed. Both letters draw attention to the extra legal costs that may be added to your bill. 5

PAYMENT OPTIONS We offer a comprehensive range of payment options to meet the differing budgeting needs of customers. We also agree not to make an additional administrative charge to cover our extra costs where customers pay by more than two instalments. Details of payment options are shown below and also on the back of your bill. Instalment plans please note that these may be withdrawn and the whole of the balance will become due immediately if payment of any instalment is not made by the due date. Thereafter, consideration for any future instalment plans would be assessed on an individual basis. If you are unable to maintain your instalment plan as agreed, you should contact us as soon as possible. For Unmetered Customers... Payment by one annual amount on 1st April Payment by two equal instalments on 1st April and 1st October. NOTE: The total charges for the year are payable if payment of the first instalment is not made by the due date Payment by 10 monthly instalments commencing on 1st May and thereafter on the 1st day of each month For Metered Customers... Payment twice yearly for water consumption in previous six months Payment by 12 monthly instalments on 1st day of each month. For all Customers... Weekly, fortnightly and special agreement instalments are also available. In agreeing special instalment arrangements we will take account of your ability to pay. We will always seek to ensure that instalment arrangements are at least sufficient to meet the current bill and where necessary will include an amount to clear any arrears. For Customers with special needs If you are a customer with special needs and you are having difficulty in getting your payments to us, please contact us to discuss a convenient solution. 6

PAYMENT FACILITIES The following payment facilities are available. Any of these facilities may be used for making payments under any of the payment options listed previously. Details of ways to pay are also shown on the reverse of your bill. Payment facilities are offered free of charge unless specifically stated. By Bank Direct Debit Customers with bank accounts can pay their water bill by direct debit. using any of the standard payment options. Direct debits are collected on the 1 st day of the month. By Post Payment may be made by cheque, send your payment to: Veolia Water East Limited, Mill Hill, Manningtree, Essex CO11 2AZ. Please write your property reference number as shown on your bill on the reverse of the cheque. Please note - we are unable to accept cash payments. At Barclays Bank Any customer of Veolia Water East Limited may pay their bills free of charge at any branch of Barclays Bank within our supply area. Please allow up to seven working days for the payment to reach your account. At any other bank Bills may be paid at banks and some building societies whether the customer has an account or not. If you have an account with the bank you choose, the service is normally provided free. If not you will be asked to pay the bank s transaction fee. Please allow up to seven working days for the payment to reach your account. By Bank Standing Order You can opt to pay your bill by standing order with prior written agreement of the date you will make your agreed monthly/weekly payment amount. Please quote the following information on the mandate: Sort Code - 20-74-09 Account Number - 80863564 Property reference number as shown on your bill 7

At a Post Office Customers can pay their water bill at the Post Office, however, you will be asked to pay a transaction fee. Please allow up to seven working days for the payment to reach your account. Reception - Mill Hill, Manningtree Customers may pay their bill in person by calling at our offices in Mill Hill, Manningtree Monday Thursday 9.00a.m. to 5.30p.m. and 9.00am to 4.30pm on Friday. We accept postal orders, cheques and credit/debit cards. Please note - we are unable to accept cash or American Express Card payments. Internet Banking Payments can be made on-line if your bank/building society has a secure on-line payment facility. Sort Code - 20-74-09 Account Number - 80863564 Property reference number as shown on your bill Please note: you are unable to make payments on the Veolia Water East Limited website. Santander Billpay Internet Payment Service To pay your bill over the web by debit/credit card visit www.santanderbillpayment.co.uk. This method is operated through Santander on-line banking. N.B. Please ensure that you select to pay Veolia Water East Limited. By Debit or Credit Card You may pay by debit or credit card using the automated payment option by calling on 0845 1489288 and select option 1. Please have your property reference number as shown on your bill and your card details to hand. Please note - we are unable to accept American Express Card payments. Others You can use the automatic funds transfer facility offered by some banks/building societies (BACS). Sort Code - 20-74-09 Account Number - 80863564 Please include the property reference number as shown on your bill. 8

DIFFICULTY IN PAYING YOUR BILL Get in touch with us straight away to avoid us starting debt recovery action against you, telephone our Customer Services team on 0845 1489288. DEBT RECOVERY TIMETABLE We operate a fair policy for the recovery of water charges which are properly and legally due. If necessary this will include the use of our Collection Agents and the courts. Before taking these steps we allow every opportunity for any customer facing genuine financial hardship to contact us so that a realistic instalment plan can be agreed. Reminders sent to you will clearly explain that if they are ignored we may take court action which could affect your credit rating and add extra legal costs to your bill. The specific steps involved in the debt recovery process are as follows:- Send a bill Issue a red reminder 21 days from date of bill Issue a final reminder - 45 days from date of bill Notice of intention to refer to our Solicitor - 55 days from date of bill Notice of intended legal action - 65 days from date of bill Issue county court order/claim / obtain Judgment - after 3 months if not being pursued by above methods Each step is actioned only when you fail to respond to the previous step or fail to pay the bill. You are encouraged to contact us at any time. Our Collection Agents assist with the collection of water charges, and you could receive reminders directly from them, or a visit from one of their recovery agents. Any agents used by us are subject to our standards of service and behaviour, as set out in our complaints procedure. These agents are regulated by the Office of Fair Trading and they operate a Code of Practice set by the Credit Services Association. Should you have a complaint about our agents, please contact us on 0845 1489288. If the Citizens Advice Bureau, the Department for Work and Pensions or the Consumer Council for Water contacts us on your behalf, the recovery process is put on hold. 9

CUSTOMERS WITH SPECIAL NEEDS - WATERDIRECT SCHEME The WaterDirect Scheme If you are in receipt of one of the following benefits you may be able to have your bill paid through the WaterDirect Scheme Income support Income-based Job Seeker s Allowance Income-based Employment and Support Allowance Pension Credit You can ask the Department of Work and Pensions to make payments directly from your benefits; these will be debited weekly and credited to your water account monthly. There are rules about the amount that can be deducted from your benefit (this is to ensure that deductions are not too high). Please contact us with your National Insurance number, date of birth, daytime contact telephone number(s) and we will apply on your behalf. WATERSURE TARIFF - A HELPING HAND WITH METERED WATER BILLS WaterSure Tariff The WaterSure Tariff (formerly known as the Vulnerable Care Tariff) was introduced by the Government to assist low income households who in certain prescribed circumstances may be eligible for assistance. Provided that the Government Regulations are met, charges would be capped at the average household charge per annum rather than the actual measured bill. If you are billed on an unmetered charge you can opt to have a free water meter fitted in order to benefit from the tariff. (You can revert to unmetered billing if you change your mind provided you tell us within the first 12 months). Eligibility is conditional upon the existing supply being charged on a metered basis and the customer or another person residing with them in the premises satisfying two criteria, one from each of the following sections: Section 1. Is diagnosed as suffering from a medical condition which results in significant additional water usage Desquamation (flaky skin disease), Weeping Skin disease (i.e. Eczema, Psoriasis, Varicose Ulceration) Incontinence, Abdominal Stomas, Crohn s Disease, Ulcerative Colitis or renal failure requiring home dialysis (where there is no contribution by the local health authority to the cost of water used). We may consider other conditions where additional use of water can be justified and a Doctor s certificate can be provided to confirm this. 10

OR Receives child benefit for 3 or more children under 19 living at the same address AND SECTION 2. Is entitled to receive any of the following benefits or tax credits: Income Support Income Related Employment and Support Allowance Income based Jobseekers Allowance Working Tax Credit, Child Tax Credit (except families in receipt of the family element only) Housing Benefit Pension Credit or Council Tax Benefit Benefits that are not means tested, such as Disability Benefit, Carer s Allowance or Single Persons Council Tax Allowance do not qualify under these criteria. Customers who meet these criteria can have their water bill capped at the amount of the average household bill; for 2010/2011 the charge is 378.42. (includes both water and sewerage). Should the actual usage of the household be lower than the capped charges then the Customer will only be charged for their actual usage. For full details telephone our Customer Services Department on 08451489288. SOLOW TARIFF FOR LOW USERS If you are on a meter and you use less than 75 cubic metres of water a year, it will be beneficial for you to opt for the Solow sewerage tariff. This tariff is designed for those customers who use less water than the average household. If you think you may qualify, please contact us for further information on 08451489288 or visit www.anglianwater.co.uk for more details. SWITCH TO A METER - SAVE MONEY USE THE FREE METER OPTION We can fit a meter FREE OF CHARGE this may save you money. If you have a high rateable value on your home or have a low number of people in residence you may benefit from a water meter. A water meter measures the amount of water that you use and your water bills will be based on this amount - the less you use the lower your bill. You can 11

revert to unmetered billing if you change your mind provided you tell us within the first 12 months. Contact us for more information. VEOLIA WATER TRUST AND THE ANGLIAN WATER ASSISTANCE FUND Both offer financial assistance to clear water and sewerage debts. They aim to improve the quality of people s lives by helping to reduce the burden of debt, giving them the opportunity to start again and manage future bills. To apply for assistance: Veolia Water Trust website: www.veoliawatertrust.org.uk email: vwt@charisgrants.com Anglian Water Assistance Fund website: www.anglianwater.co.uk/awaf email: awaf@charisgrants.com alternatively telephone 01733421060 for an application form. Postal details for both organisations can be found on page 15. TENANTS If you live in rented accommodation, unless a landlord has entered into an agreement with us accepting responsibility for water charges the tenant is responsible. If the landlord is responsible for the bill and owing to his non-payment we start to take recovery action against you, please contact our Customer Services Department straight away. Please refer to page 15 for contact details. DISPUTES If you receive a bill which you believe to be incorrect you should contact us without delay. A recovery hold will be placed on the account whilst the dispute is investigated. OFWAT Ofwat (The Water Services Regulation Authority) is the economic regulator of the water and sewerage companies in England and Wales. They act to ensure that all companies provide household and business customers with a good quality service and value for money. Website: www.ofwat.gov.uk 12

CONSUMER COUNCIL FOR WATER The Consumer Council for Water (CCWater) represents water and sewerage consumers in England and Wales. They will take up consumers complaints if they have tried and failed to resolve issues with their water companies. You can find help, information and make a complaint on their website: www.ccwater.org.uk Consumer Council for Water, Ground Floor Carlyle House Carlyle Road Cambridge CB4 3DN Tel: 01223323889 Fax: 01223323930 Lo-call: 08457959369 Office hours: 8.30 16.30 Monday Friday. COMPLAINTS If you are unhappy about any aspect of the service you have received from us or our agents, in the first instance please contact our Customer Services Manager by: telephone 08451489288 or you can write to: Veolia Water East Limited, Mill Hill, Manningtree, Essex CO11 2AZ. If after you have received a response to your complaint you are still dissatisfied, you may choose to take the matter up with the Consumer Council for Water contact details shown above. Full details of our complaints procedure can be found in our General Code of Practice. 13

CONTACTS FOR HELP AND INDEPENDENT ADVICE You can get independent advice from a local agency such as the Citizens Advice Bureau, Consumer Advice Centre, Money Advice Centre or Department of Work and Pensions National Debt Helpline on 0808 808 400 Monday Friday 9.00am 9.00pm and Saturday 9.30am 1.00pm or visit www.nationaldebtline.co.uk. Department for Work & Pensions, Jobcentre Plus Benefits Queries, Great Oaks House, Great Oaks, Basildon, Essex SS13 1JE (0845)6088575 Essex County Council - Social Services Department East Hill House, High Street, Colchester (08456) 037630 Magnet House, Jackson Road, Clacton (08456) 037630 Colchester Borough Council - Environmental Health Department Town Hall, Colchester (01206) 282581 Tendring District Council - Environmental Health Department Town Hall, Clacton (01255) 686767 Citizens Advice 92 Pier Avenue, Tendring (0870) 7510952 Winsley House, High Street, Colchester (0870) 1212033 Age Concern 99 Carnarvon Road, Clacton (01255) 473346 Globe House, 6 George Street, Colchester (01206) 368420 Royal British Legion National Helpline (08457) 725725 Salvation Army Brightlingsea, 64-70 Tower Street, Brightlingsea (01206) 302847 Clacton, 103 Old Road, Clacton (01255) 423328 Colchester, Butt Road, Colchester (01206) 575920 Harwich, George Street, Harwich (01255) 556499 Manningtree, South Street, Manningtree (01206) 395371 Salvation Army Social Services 107 Fore Street, Ipswich (01473) 251070 Soldiers, Sailors & Airmans Families Association (SSAFA) Telephone between 08.30 am and 12.00 pm on Monday & Wednesday only Colchester Division, Colchester (01206) 764114 14

Veolia Water Trust P.O. Box 42, Peterborough, PE3 8XH, (01733) 421060 Anglian Water Assistance Fund PO Box 42 Peterborough, PE3 8XH (01733) 421060 CONTACT US Veolia Water East Limited Mill Hill, Manningtree Essex CO11 2AZ Telephone lines are open 8.00am to 6.00pm Monday to Friday. General and billing enquiries - 0845 1489288 Payment Helpline - 0845 1482911 Minicom - 01206 399277 Watercare/Special Services - 0845 1489288 Email: customerservices.east@veoliawater.co.uk paymentadvice.east@veoliawater.co.uk 15