The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025
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Change 1
14 Amendment of regulation 17J
(1) For regulation 17J (timing of payments) substitute— Timing etc. of payments under regulations 17C to 17H and 17IA to 17IE 17J (1) Where an English service provider is required to make a payment to a customer under a provision of this Part (other than regulation 17I), the English service provider must make that payment— (a) before the end of the initial payment period, and (b) whether or not the customer has made a claim for the payment. (2) The initial payment period is— (a) in the case of a payment under regulation 17C or 17D, the period of 10 working days beginning with the breach date; (b) in the case of a payment under regulation 17E, 17F, 17G, 17H, 17IA, 17IB, 17IC, 17ID or 17IE, the period of 20 working days beginning with the breach date. (3) For the purposes of this regulation “the breach date” is the day on which the breach of the service standard occurred. (4) The English service provider must pay the customer the further amount if the English service provider fails to make the payment to the customer in accordance with paragraph (1). (5) The further amount is— (a) £100, where the payment is required under regulation 17E(5)(a)(ii) or 17F(4)(a)(ii) or (iii)(bb) or under regulation 17H in respect of premises other than domestic premises; (b) £40, in any other case. (6) The English service provider need not pay the further amount to a customer if— (a) the payment to be made to the customer was required under regulation 17E, 17F, 17G or 17H, (b) the English service provider could not practicably have identified the customer as having been affected by the breach of the service standard without a claim being made for that payment, and (c) the customer does not make a valid claim for the original payment before the end of the period of three months beginning with the breach date. Timing of payments under regulation 17I 17JA (1) Where an English service provider is required to make a payment to a customer under regulation 17I, the English service provider must make the payment to the customer before the end of the period of 20 working days beginning with the day on which the customer makes a claim under paragraph (5) of that regulation. (2) If the English service provider fails to make the payment to the customer in accordance with paragraph (1), it must pay the customer £40. . (2) Regulation 17J (as amended) has effect until the end of 30th September 2025 as if— (a) any references to regulations 17IA to 17IE were omitted, and (b) in regulation 17J(6)(c) for “a valid claim” there were substituted “a claim”.
14 Amendment of regulation 17J
(1) For regulation 17J (timing of payments) substitute— Timing etc. of payments under regulations 17C to 17H and 17IA to 17IE 17J (1) Where an English service provider is required to make a payment to a customer under a provision of this Part (other than regulation 17I), the English service provider must make that payment— (a) before the end of the initial payment period, and (b) whether or not the customer has made a claim for the payment. (2) The initial payment period is— (a) in the case of a payment under regulation 17C or 17D, the period of 10 working days beginning with the breach date; (b) in the case of a payment under regulation 17E, 17F, 17G, 17H, 17IA, 17IB, 17IC, 17ID or 17IE, the period of 20 working days beginning with the breach date. (3) For the purposes of this regulation “the breach date” is the day on which the breach of the service standard occurred. (4) The English service provider must pay the customer the further amount if the English service provider fails to make the payment to the customer in accordance with paragraph (1). (5) The further amount is— (a) £100, where the payment is required under regulation 17E(5)(a)(ii) or 17F(4)(a)(ii) or (iii)(bb) or under regulation 17H in respect of premises other than domestic premises; (b) £40, in any other case. (6) The English service provider need not pay the further amount to a customer if— (a) the payment to be made to the customer was required under regulation 17E, 17F, 17G or 17H, (b) the English service provider could not practicably have identified the customer as having been affected by the breach of the service standard without a claim being made for that payment, and (c) the customer does not make a valid claim for the original payment before the end of the period of three months beginning with the breach date. Timing of payments under regulation 17I 17JA (1) Where an English service provider is required to make a payment to a customer under regulation 17I, the English service provider must make the payment to the customer before the end of the period of 20 working days beginning with the day on which the customer makes a claim under paragraph (5) of that regulation. (2) If the English service provider fails to make the payment to the customer in accordance with paragraph (1), it must pay the customer £40. . (2) Regulation 17J (as amended) has effect until the end of 30th September 2025 as if— (a) any references to regulations 17IA to 17IE were omitted, and (b) in regulation 17J(6)(c) for “a valid claim” there were substituted “a claim”.
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