Serving parts of North West London and the Home Counties.

I. Disconnections

 


Section Description
I1

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 Document .

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
 

I3

Disconnection performed by the Wholesaler for illegal use

This process is used to disconnect any supplies that are found to be illegal either by tampering with a meter, theft by bypassing or making an unauthorised connection to a main. This process can be triggered by both parties and can result in either a temporary or permanent disconnection.
 

I4

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.

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

I5

Disconnection requested by the Non-Household Customer and performed by the Wholesaler – Chargeable

Where your customer is carrying out refurbishment work to their premises or a building is being demolished, for example, this is the process to follow to request us to carry out either a temporary or permanent disconnection at the request of your customer.

Again the cost of this is noted within our Wholesale Tariff Document, and the declaration on the relevant form confirms your acceptance. This may result in a visit and a non-standard quotation.

Please ensure you provide us with the details of why a disconnection is being requested as we would not carry out without first validating the reason.

Please click the link to find a completed example of the form associated with this section of the operational terms. I/02 Form
 

I7

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
 

I8

Reconnection requested by the Retailer and performed by the Wholesaler - Chargeable

Following the temporary disconnection of a customer, at your request, 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.

It is important that your customer is present when we attend.

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

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

I10

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
 

 I11

Reconnection performed by the Wholesaler following a Disconnection requested by a Non-Household Customer - Chargeable

You would follow this process to request the reconnection of your customer supply, following a previous disconnection, either temporary or permanent. In the event of a previous permanent disconnection it is likely that we would look to carry our survey visit prior to quoting you for the work. We would also look to carry our flushing and sampling of that supply to ensure it can be safety put back into commission. There is a chance that it cannot and we would then look to advise you to follow the new connections route.

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

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

 


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