Disconnection

Our Process

We aim to provide you with a cost advice within 28 calendar days of receiving your application.

• Application
  

  1. Application

  Submit your application.

  

  2. Confirmation

  We confirm we received everything.

  

  3. Design, survey cost

  We work on the design, survey and cost.

  

  4. Cost advice

  We send you cost advice.

  

  5. Proceed?

  You decide if you want to proceed.

  1. Submit your application for a disconnection of service, complete the sections that are applicable to you.
  2. We will confirm we have everything needed to answer your enquiry within 5 calendar days of receiving your application.
  3. We will design your connection which may include a site visit by a technician.
  4. We will send you a cost advice 28 calendar days after receiving the full and complete information.
  5. Then you decide if you wish to proceed with the disconnection.
• Request your disconnection
  

  1. Accept design

  To proceed, you will need to accept the design that we have issued.

  

  2. Ready for disconnection

  Contact us when you are ready for the disconnection.

  

  3. Planning team

  Your application is passed to our planning team.

  1. After you have decided to go ahead with a the disconnection, select your preferred payment method, complete the cost advice and then send them back to us by post or email and make the payment.
  2. Advise us when you would like the disconnection to take place.
  3. We pass your application to our planning team.
• Planning
  

  1. Application review

  Our planning team checks your application details.

  

  2. Propose a disconnection date

  We call you to propose a disconnection date.

  

  3. Works permit requested

  If required we apply for a work permit.

  

  4. Review permit conditions

  We review the work permit conditions.

  

  5. Confirm date

  We will confirm the disconnection date.

  1. Our planning team checks your application.
  2. Our planner will call you within 5 working days to propose an disconnection date. The date will be within 21 calendar days if there are no extraordinary conditions. If your works are considered extraordinary we will confirm this in writing. You can request a later installation date if this suits your build programme (if you do opt for this we confirm the date in writing).
  3. If required, we will apply to the Highways Authority for a Street works permit. They have 3 working days to respond to us.
  4. The permit status is confirmed and any conditions are noted. If this affects your disconnection date we will contact you, otherwise we will confirm your date on our schedule.
• Disconnection
  

  1. Site visit

  We may visit the site before disconnection.

  

  2. Team arrives

  Our team arrives on site to start work.

  

  3. Disconnection

  Meter and boundary box is removed. Supply pipe capped.

  

  4. Reinstatement

  If required we will return to carry out a reinstatement.

  1. Our site agents may visit the area before their disconnection team arrives (you do not have to be present).
  2. On the scheduled day our disconnection team will arrive to start the work.
  3. Our disconnection team will remove the meter and boundary box, cap the supply pipe and remove the ferrule on the main. When everything is disconnected the team will leave site.
  4. If any reinstatement is required this will be completed no more than 3 working days after the disconnection work.

• View our forms and guides

• View our FAQ's