The Water Supply and Sewerage Services (Customer Service Standards) (Amendment) Regulations 2025
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Change 1
6 Amendment of regulation 17C
(1) Regulation 17C (keeping of appointments) is amended as follows. (2) For paragraph (1) substitute— (1) This regulation applies if a representative of an English duty-holder is to visit a customer’s premises in connection with the provision of water supply services or sewerage services other than in emergency circumstances. (1A) A representative of an English duty-holder is to visit a customer’s premises in emergency circumstances if— (a) the issue must be resolved urgently or outside the English duty-holder’s normal working hours (or both), and (b) to enable the issue to be so resolved, the visit must take place— (i) with less than 24 hours’ notice; (ii) on a day which is not a working day; or (iii) during any period on a working day which is outside the English duty-holder’s normal working hours. (1B) For the purposes of paragraph (1A), an English duty-holder’s normal working hours on a working day include the periods that the duty-holder specifies as the morning and the afternoon for a visit on that working day in accordance with paragraph (3)(d). . (3) In paragraph (2) for “English service provider or English wholesaler” substitute “English duty-holder”. (4) In paragraph (3)(d) for “English service provider or English wholesaler” substitute “English duty-holder”. (5) In paragraph (4)— (a) for sub-paragraph (a) substitute— (a) the English service provider must pay the customer £40, if the English duty-holder gives a notice that is not in accordance with paragraph (3); (aa) the English service provider must pay the customer £50 if— (i) a representative does not attend the premises on the date specified in the notice; or (ii) a representative attends the premises on the date specified in the notice but not during (as the case may be)— (aa) the period of two hours specified in the notice; (bb) the period specified in the notice as “the morning”; or (cc) the period specified in the notice as “the afternoon”; ; (b) in sub-paragraph (b), after “sub-paragraph (a)” insert “or (aa)”. (6) Omit paragraph (5). (7) In paragraph (6)— (a) in sub-paragraph (b), for “English service provider or English wholesaler” substitute “English duty-holder”; (b) in sub-paragraph (c), for “English service provider or English wholesaler” substitute “English duty-holder”. (8) In paragraph (7)— (a) in sub-paragraph (b)(i), for “English service provider or the English wholesaler” substitute “English duty-holder”; (b) in sub-paragraph (c)(i), for “English wholesaler or the English service provider” substitute “English duty-holder”. (9) In paragraph (8) for “English service provider or the English wholesaler” substitute “English duty-holder”.
6 Amendment of regulation 17C
(1) Regulation 17C (keeping of appointments) is amended as follows. (2) For paragraph (1) substitute— (1) This regulation applies if a representative of an English duty-holder is to visit a customer’s premises in connection with the provision of water supply services or sewerage services other than in emergency circumstances. (1A) A representative of an English duty-holder is to visit a customer’s premises in emergency circumstances if— (a) the issue must be resolved urgently or outside the English duty-holder’s normal working hours (or both), and (b) to enable the issue to be so resolved, the visit must take place— (i) with less than 24 hours’ notice; (ii) on a day which is not a working day; or (iii) during any period on a working day which is outside the English duty-holder’s normal working hours. (1B) For the purposes of paragraph (1A), an English duty-holder’s normal working hours on a working day include the periods that the duty-holder specifies as the morning and the afternoon for a visit on that working day in accordance with paragraph (3)(d). . (3) In paragraph (2) for “English service provider or English wholesaler” substitute “English duty-holder”. (4) In paragraph (3)(d) for “English service provider or English wholesaler” substitute “English duty-holder”. (5) In paragraph (4)— (a) for sub-paragraph (a) substitute— (a) the English service provider must pay the customer £40, if the English duty-holder gives a notice that is not in accordance with paragraph (3); (aa) the English service provider must pay the customer £50 if— (i) a representative does not attend the premises on the date specified in the notice; or (ii) a representative attends the premises on the date specified in the notice but not during (as the case may be)— (aa) the period of two hours specified in the notice; (bb) the period specified in the notice as “the morning”; or (cc) the period specified in the notice as “the afternoon”; ; (b) in sub-paragraph (b), after “sub-paragraph (a)” insert “or (aa)”. (6) Omit paragraph (5). (7) In paragraph (6)— (a) in sub-paragraph (b), for “English service provider or English wholesaler” substitute “English duty-holder”; (b) in sub-paragraph (c), for “English service provider or English wholesaler” substitute “English duty-holder”. (8) In paragraph (7)— (a) in sub-paragraph (b)(i), for “English service provider or the English wholesaler” substitute “English duty-holder”; (b) in sub-paragraph (c)(i), for “English wholesaler or the English service provider” substitute “English duty-holder”. (9) In paragraph (8) for “English service provider or the English wholesaler” substitute “English duty-holder”.
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