Serving parts of North West London and the Home Counties.

F. Monitoring, investigations, complaints and enquiries

 


Section Description
F1

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.

 

F2

Announced planned visits to Eligible Premises e.g. 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 2 days prior to that planned visit via our portal or by email. We will also send you copies of all correspondence that may be sent to your customer, to keep you informed.

Please click the link for information on Water Fitting Regulations.
 

F3

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.
 

F4

Non-Household Customer enquiries

This section of the Operational Terms provides you with an opportunity to raise an enquiry to us about Water Services (including drinking water quality) where it does not naturally sit within any of the Operational Terms..

If you have any other enquiry which does not sit within the Operational Terms you can email our Wholesale Operations Service Desk at wosd@affinitywater.co.uk or call us on 0345 350 3677.
 

F5

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.
 

F6

Water Fittings Regulations enquiries and notifications

Should you receive any enquiries from your customer with regards to the Water Fittings Regulations, and you are not able to respond yourselves, please use this avenue to obtain the answer from us. We will provide you with a full response within 10 business days (or send you a copy if your customer has contacted us directly).

If your customer asks you to get our consent regarding a proposed installation of a water fitting please send it to us directly within 1 day of receipt.

Please click the link for information on Water Fitting Regulations.
 


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