Serving parts of North West London and the Home Counties.

E. Unplanned events and incidents 

 


Section Description
E1

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

E2

Maintaining and implementing Wholesaler Public Health Related Site Specific Arrangements for managing events and incidents potentially affecting public health

We will publish guidance on our website of any Public Health Related Site Specific Arrangements once we have some in operation and keep that information up to date, as per the market terms.
 

E3

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 are 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 are 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 are 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. 
 

E4

Identifying and managing drinking water quality incidents

We will publish on our website details of any unplanned event which is impacting the supply and/or quality 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 are 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 are required as per that process to provide us with a 24 hour contact number for you to enable us to request your support in managing customer communications during an unplanned event.

You are 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.

Should we need to issue notices to all customers as part of a larger event, you will be notified via your 24 hour standby contact number.
 

E5

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.
 

E6

Managing droughts or dry weather

We will publish and keep up to date on our website our long term Drought Plan for your information.
 

E7

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.
 


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