Understanding operational terms 

Installation of a meter performed by the Wholesaler - Chargeable

Please use this process when you wish to request us to meter an unmetered customer premises. This will often result in us conducting a survey prior to raising the work to be completed. The form provides guidance and you can find the associated charges within the Wholesale Tariff.

Please click the link to find a completed example of the form associated with this section of the operational terms. B/01 Form

Repair or replacement of a faulty meter performed by the Wholesaler – Possibly Chargeable

If we identify that one of our meters is faulty, we will replace that meter. If you identify that a meter is faulty please use this process to inform us using the relevant form and we will arrange a survey visit and subsequent job should the meter need replacing. This will take place within 22 days of that initial contact.

Please see our Wholesale Tariff

Please click the link to find a completed example of the form associated with this section of the operational terms. B/01 Form

Wholesaler requested installation of a meter or change to the size, model or location of meter performed by the Wholesaler (other than a replacement following a fault).

Should we decide we want to make a change to our asset (a new meter or change to an existing meter or location) this process is followed to ensure we are providing you with prior notification of that work.

Verification of meter details or meter supply arrangements - Chargeable

Please follow this process when you want us to visit your customer’s premises to confirm the meter details and/or the supply arrangements. This is used often to identify joint or crossed supplies and/or confirm which premises existing meters serve.

Please see our Wholesale Tariff

Please click the link to find a completed example of the form associated with this section of the operational terms. C/01 Form 

Application in respect of Gap Sites proposed by the retailer

This process should be used when you come across and identify an eligible NHH customer who is not currently registered within the Central Market systems. Even if you do not wish to become that customer’s Retailer, we would ask that you still follow this process, please.

Gap sites can be occupied or vacant.

Deregistration of a Supply Point (including as a result of an error in registration or a change of circumstance) or removal of Service Components at the request of the Wholesaler

This process applies where we identify that a supply point needs to be deregistered from the market. This is not relating to any physical disconnection, but more relating to a supply which has been incorrectly put into the market or the use of that supply has changed, or been demolished (i.e. from NHH to HH).

Retailer requested amendment to VOA BA reference or UPRN at the Supply Point.

This process relates to changes needed to third party references, mainly concerning a request to change an element of a supply address. Please always ensure that you have checked that the change appears on the land registry website and you have undertaken a full investigation yourselves before you request any formal change.

Please provide all evidence of that investigation along with the relevant form.

Please click the link to find a completed example of the form associated with this section of the operational terms. C/04 Form

Notification of capital works having an effect on Non-Household Customers – long-term planning

We are planning to publish this information at least 3 months in advance of this work being initiated, via our website for you using the location postcode. This process covers a range of work types across our Water Service, including our capital works such as major new main laying schemes.

Click the link to find details of our planned works.

Reactive activities (planned in advance of commencement)

We are planning to publish this information at least 48 hours in advance of this work being initiated, via our website for you using the location postcode. This process will be covering those work types that are reactive yet planned in advance, such as, but not limited to, the repair of leaks and bursts, and valve, ferrule or hydrant maintenance.

Where we are able to identify individual properties likely to be impacted by our works, such as, meter installations, disconnections and communication pipe replacements, you will be informed via email, no less than 48 hours in advance.

Click the link to find details of Work in Your Area.

Identification of Sensitive Customers

Following the SEMD (Security and Emergency Measures Direction) we have published our table of sensitive customers on our website, which you can find here. We will follow the process as detailed within the Operational Terms

Identifying and managing unplanned changes to the supply of Water Services and/or Sewerage Services.

We will publish on our website details of any unplanned event which is impacting the supply of our Water Services 24 hours a day.  This information is updated every few hours (the confirmed time is noted on each update) during the course of the event.  You're also able to sign up here for text alerts, which follow the website updates provided by our Operational team.   This facility is available for unplanned events that affect a number of our household and non household properties.

Where we are dealing with your customer directly in order to resolve a problem we may notify you directly. In many cases the problem will be resolved quickly and in these instances we will notify you at the earliest opportunity.
Please do ensure you have read and understood Part E – Unplanned events and incidents of the Operational Terms.
You're required as per that process to provide us with a 24 hour contact number to enable us to request your support in managing customer communications during an unplanned event.

You're required to ensure that your NHH customers are made aware of our 24 hour Emergency Supply number, 0345 3572407, and the importance of reporting any interruptions or unplanned changes to their Water Supply. 

Identifying and managing Sewer Flooding and Other Public Health risks such as pollution incidents or unconsented Trade Effluent discharges

In accordance with the market codes, we will notify all retailers when issues have been raised by one of their customers in one of the categories above within 24 hours. No water, bursts, leaks, loss of pressure, water quality issues and/or concern and the investigation of actual or the risk of internal or external flooding.

Emergencies (i.e. events governed by the Security and Emergency Measures Directions)

We maintain our plans in accordance with the SEMD (Security and Emergency Measures Direction) which include detailed arrangements for the provision of alternative water supplies in the event of disruption.

Unannounced and/or unplanned visits to Eligible Premises e.g. to conduct water sampling or to monitor compliance with the Water Fittings Regulations

Under section 75 of the Water Act we exercise our statutory power to carry our visits to any eligible premises for monitoring purposes (including sampling and inspections) in respect of the Water Fittings Regulations.

We will advise you via our portal or by email once we have attended any of your customer premises within 2 days of that visit.

Please click the link for information on Water Fitting Regulations or our Water Quality information.

Visits by the Wholesaler to Eligible Premises not covered by the other processes

Under section 75 of the Water Act we exercise our statutory power to carry our visits to any eligible premises for monitoring purposes (including sampling and inspections) in respect of the Water Fittings Regulations. This covers any visit not already provided for under F1 and F2, and any other visit covered by the Operational Terms.

Again, we will advise you 2 days prior to that planned visit via our portal or by email or telephone, either confirming the details or asking you to arrange that for us.

Please click the link for information on Water Fitting Regulations or our Water Quality information.

Non-Household Customer complaints

This section enables you to raise a complaint on behalf of your customer and their dissatisfaction concerning our service. In accordance with your regulatory responsibilities concerning DG7 Written Complaints, we will initially confirm receipt and provide a full response within the following 8 business days as per the Operational Terms. However in most instances we will endeavour to provide you with the full response, including resolution dates and actions, within 5 business days or sooner where possible.

Application for an allowance and/or Volumetric Adjustment or Wholesaler notice of review and/or change of allowance

You should follow this process where you want to claim, on behalf of your customer, for an allowance and/or volumetric adjustment in cases such as but not limited to, bursts or leaks, water used for fire fighting or the outcome of a confirmed faulty meter (see B3). This may or may not result in us carrying out a survey visit to your customer's premises.

We would also use this process to inform you of our intention to review existing allowances and/or makes changes to existing allowances and possibly request information from you. It may or may not require us to carry out a survey visit to your customer’s premises.

Please click the link to find a completed example of the form associated with this section of the operational terms. H/01 Form

Review of charges at Unmeasured or Assessed Supply Points

This is the process we would follow where a review and/or change of the current charges would be carried out. We undertake periodic reviews of where we have previously applied an Assessed tariff to ensure it still meets the set criteria.

You would also follow this process where you have identified a change in circumstances, activity or tenancy in relation to unmetered supply points which have had Assessed tariff’s applied. An example of this would be the addition of catering facilities.

Also where we have unmeasured charges being applied to a customer premises and you wish to make an application for Assessed charges to be applied. 

This may or may not result in a visit to your customer's premises.

Please click the link to find a completed example of the form associated with this section of the operational terms. H/03 Form

Retailer application for change in Tariff applied to a Service Component

You would follow this process to request a change to the customers existing Tariff, providing your reasons and any supporting documentation.

Disconnection requested by the Retailer and performed by the Wholesaler in relation to Non-Household Customer non-payment – Chargeable

In accordance with the Operational Terms and relevant process, this is the term you would follow should you wish to instruct us to temporarily disconnect your customer for non-payment to yourselves.

This is a chargeable activity and the cost of this can be found within our Wholesale Tariff.

You will be required to complete the relevant form which includes a signed declaration where you agree to the charge should the activity be ‘standard’, which in cases of temporary disconnection will be the norm. It is important that you familiarise yourself with the timescales within this particular term, especially those to request us to reconnect once you have received payment.

Please click the link to find a completed example of the form associated with this section of the operational terms. I/01 Form

Disconnection performed by the Wholesaler for breach of Water Fittings Regulations

This process is similar to I3, and can also follow activity mentioned within F1, F2 and F3. It applies in an instance where there has been a breach of the Water Fittings Regulations.

Please click the link for information on Fitting Regulations.

Gaining entry to an Eligible Premises for the purposes of Disconnection using the Wholesaler’s powers of entry at Retailer request

This process sets out the steps we would both follow in order for us to use our powers of entry to make a survey or effect a disconnection, following failure to do so in line with I1, 3 and 4.

Please click the link to find a completed example of the form associated with this section of the operational terms. I/03 Form

Reconnection performed by the Wholesaler following rectification of a breach of Water Fittings Regulations

Following the temporary disconnection of a customer, following the identification of a water fittings breach, once the breach has been confirmed as resolve this is the process you would follow to request for that customer to be reconnected. If we receive and accept this request from you before 3pm on a Business day we would endeavour to complete this activity that Business day. If it is received after 3pm we would endeavour to complete this work the following Business day.

Please click the link to find a completed example of the form associated with this section of the operational terms. I/04 Form