UK Statutory Instrument SI 2008 United Kingdom

Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008

Read it on legislation.gov.uk (opens in a new tab)
Enforced by
Ofwat
Status
In Force
Penalty ceiling
Regulated

Does it bind you?

Business-side roles with duties under this instrument.

Operator10 Statutory Undertaker9 Distributor3 Any Person2

Plus 1 duty on the regulator, Crown ministers and public bodies — folded into the section list below.

Other Acts binding the same actors

If a role above is yours, these are the other instruments that most often bind it.

Operator — also bound by 803 other Acts
Statutory Undertaker — also bound by 195 other Acts
Distributor — also bound by 201 other Acts
Any Person — also bound by 2684 other Acts

What it requires

Regulations creating concrete business duties or carrying penalties, grouped as the instrument is structured. Titles link to the source text — blue means you’re leaving for legislation.gov.uk.

Part 1

Introduction

0 of 4 sections shown
4 other sections in this Part — procedural and definitional
s.001 Citation
s.002 Commencement
s.003 Extent
s.004 Interpretation
Part 2

Customer service standards for Welsh undertakers

9 of 14 sections shown
s.006 Keeping of appointments Regulated
  • Welsh water undertakers must keep appointments and pay £20 if missedStatutory Undertaker
s.007 Complaints, account queries and requests about payment arrangements Regulated
  • Reply to written customer complaints, account queries and payment arrangement requests on timeStatutory Undertaker
s.008 Notice of interruption of supply Regulated
  • Notify customers about water supply interruptions and compensate for missed 48-hour noticeStatutory Undertaker
s.009 Entitlement to payment or credit where supply not restored as promised Regulated
  • Restore water supply promptly and pay compensation if lateStatutory Undertaker
s.011 Flooding from sewers—internal flooding of buildings Regulated
  • Pay compensation when sewage floods a customer's buildingStatutory Undertaker
s.012 Flooding from sewers—external flooding Regulated
  • Pay customers compensation for external sewer floodingStatutory Undertaker
s.013 Timing of payments Regulated
  • Pay customer compensation within 10 or 20 working days and pay late-payment penaltiesStatutory Undertaker
s.014 Means of payment, including where customer is in arrears Regulated
  • Credit compensation to customer's account if they owe you for over 6 weeksStatutory Undertaker
s.016 Notice of rights to be given to customers Regulated
  • Send annual statement of rights to every billed customerStatutory Undertaker
5 other sections in this Part — procedural and definitional
s.004 Interpretation of Part 2
s.005 Exclusions
s.010 Pressure standard
s.015 Payments not to affect other legal liabilities
s.017 Reference of disputes to the Authority
Part 3

Customer service standards for English service providers and English wholesalers

16 of 23 sections shown
s.017 Keeping of appointments Regulated
  • Keep appointments and pay compensation for missed customer visitsAny Person
s.017 Complaints, account queries and requests about payment arrangements Regulated
  • Reply to complaints, bill queries and payment requests in timeAny Person
s.017 Notice of interruption of supply Regulated
  • Give customers proper notice when water supply is interrupted or cut offDistributor
s.017 Pressure standard Regulated
  • Maintain minimum water pressure of 7 metres in communication pipesDistributor
s.017 Flooding from sewers – internal flooding of buildings Regulated
  • Pay compensation when effluent from an EW sewer floods a customer's buildingOperator
s.017 Flooding from sewers – external flooding and flooding of non-domestic outbuildings Regulated
  • Pay compensation when sewage from a sewer floods a customer's land or propertyOperator
s.017 Domestic customers in arrears Regulated
  • Send arrears notice and allow 30 days before debt recoveryOperator
s.017 Moving to measured charging for supply of water Regulated
  • Give voluntary measured charging notice when agreeing to install a meterOperator
s.017 Reading of meters Regulated
  • Read customers' non-smart water meters every 13 monthsOperator
s.017 Core priority services Regulated
  • Maintain a Core Priority Services Register and support priority customersOperator
s.017 Timing etc. of payments under regulations 17C to 17H and 17IA to 17IE Regulated
  • Pay service-standard compensation on time and pay late-payment penaltyOperator
s.017 Timing of payments under regulation 17I Regulated
  • Pay customer compensation within 20 working daysOperator
s.017 Payments by English wholesalers to English service providers Regulated
  • Pay the English service provider any customer compensation caused by your breachDistributor
s.017 Means of payment, including where customer is in arrears Regulated
  • Credit compensation to customer's account when their debt is over 6 weeks oldOperator
s.017 Notice of rights to be given to customers Regulated
  • Send every billed customer an annual statement of their rightsOperator
s.017 Review Regulated
Other duties (1) — Crown / regulator
  • Secretary of State must review customer service standards and publish reportsCrown / Minister / Government department
7 other sections in this Part — procedural and definitional
s.017 Interpretation of Part 3
s.017 Exclusions
s.017 Entitlement to payment or credit where supply not restored as promised or as required
s.017 Water quality notices: restrictions on consumption etc. of water
s.017 Indexation
s.017 Payments not to affect other legal liabilities
s.017 Reference of disputes to the Authority
Part 4

Revocation

0 of 1 section shown
1 other section in this Part — procedural and definitional
s.018 Revocation

Duty extraction and severity labels are Guvnor’s analysis of the instrument, not the instrument itself. Always verify against the linked source text.