Charges for Water and Sewerage Services to Non- Household Premises

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1 Charges for Water and Sewerage Services to Non- Household Premises

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3 CONTENTS 1 SCOPE OF THIS CHARGES SCHEME DEFINITIONS INFORMATION ABOUT ESSEX & SUFFOLK WATER Contacting Essex & Suffolk Water Complaints LIABILITY FOR CHARGES General Liability Common Supplies New Occupiers liability where water supplies are turned off VAT Liability for other charges WATER SUPPLY CHARGES Defining the Class of Customer for Charging Measured Water Charges Unmeasured Water Charges Leakage Allowances for Water Allowance for Water Used for Firefighting Purposes SEWERAGE AND SEWAGE DISPOSAL CHARGES TRADE EFFLUENT CHARGES PAYMENT OF CHARGES When to pay Charges How to pay Charges Payment Discounts Payment by Landlords Customers who struggle to pay their charges Collection of Outstanding Charges Other Payment Conditions METERS AND METERING Metering Information About Meters Meter Reading and Billing MISCELLANEOUS CHARGES Introduction Conditions Applying to Miscellaneous Charges Attendance On Site By Essex & Suffolk Water Technicians At Customer Request Damage to Essex & Suffolk Water Apparatus Charges for Meter related activities Billing Other Services APPENDIX A CHARGES 2016/ Charges scheme 2016/17 : Non-Household

4 1 SCOPE OF THIS CHARGES SCHEME Charges scheme Scope of charges scheme Contents of charges scheme (1) This Charges Scheme is made by Northumbrian Water Limited (NWL) under the provisions of the Water Industry Act (2) This Charges Scheme sets out NWL s end customer retail charges and, terms and conditions applicable to non-households in the Essex & Suffolk Water region for the charging year 2016/17. (3) This Scheme shall come into effect on 1 April 2016 and shall remain in force until revoked, amended or modified by NWL. (4) It explains how charges are calculated, what the charges are, and states the necessary legal requirements and responsibilities for both non-household customers and Essex & Suffolk Water. (5) For similar information relating to previous years, reference should be made to the Charges Schemes of the year concerned. (6) NWL acts as a water and sewerage undertaker in two separate regions of England: (a) The Northumbrian Water (NW) region in North East England (i) Water and sewerage services are provided across the region, except for an area around Hartlepool where water services are provided by Hartlepool Water. (ii) For water charges for customers served by Hartlepool Water, reference should be made to their charges scheme. NWL operating regions (b) The Essex & Suffolk Water (ESW) region in South East England (i) ESW provides water services only in areas of Essex, Suffolk, Norfolk and Greater London. (ii) Sewerage services in these areas are provided by either Anglian Water Services Limited or Thames Water Utilities Limited. For charges related to these sewerage services reference should be made to their respective charges schemes. (iii) ESW may collect sewerage service charges on behalf of and as agents for Thames Water Utilities Limited within parts of ESW, and these charges will be shown on the same bill as the ESW water charges. Applicability of this document to NWL operating regions Publication of documents and information (7) The provisions of this document apply to the Essex & Suffolk Water operating region. Any references to NWL, Essex & Suffolk Water or ESW should be used interchangeably. (8) This Charges Scheme as well as other leaflets and information are published on our website, at the address given below, or on request by contacting Essex & Suffolk Water. Essex & Suffolk Water Charges scheme 2016/17 : Non-Household Page 1

5 (9) All properties using a volume of water greater than 5,000 cubic metres per year may choose a different licensed water retailer than Essex & Suffolk Water. In this case: Retail Competition (a) Essex & Suffolk Water will still provide wholesale water services to the property. Wholesale charges will be charged to the retailer, and the charges stated in this document will no longer apply to the property. (b) Charges will be applied to the property according to the charges set by the customers chosen licensed water retailer. (c) Essex & Suffolk Water s charges for wholesale services can be found in the NWL Wholesale Charges Scheme, published on the website or available on request. Charges scheme 2016/17 : Non-Household Page 2

6 2 DEFINITIONS (10) A number of terms are used throughout this scheme; they normally have the following meanings: (a) water services charges means a charge or any combination of charges for water supply; (b) supplied property relates to water services and means any property which benefits from or is; (i) receiving a supply of water or; (ii) occupied by a person having the use of or right to use or benefit of facilities (whether or not for the benefit of the property) in connection with Essex & Suffolk Water's water supply function; (c) customer means in the case of water services, the Consumer, as defined in Section 93 (1) of the Water Industry Act 1991 and in respect of other services means the person for whom a service is performed, facilities provided or right made available in pursuance of Essex & Suffolk Water's water supply functions (without prejudice to the foregoing this means the person provided with or benefiting from water supply); (d) occupier bears the same meaning as the word occupier in Section 144 of the Water Industry Act 1991; Definition of standard terms (e) hereditament, valuation list and valuation officer shall have the meanings assigned to them by Section 115 (1) of the General Rate Act 1967 as if that Act remained in force; (f) property and premises means the hereditament or if there is no hereditament it is land, any interest in land or any easement or right in, on, under or over land; (g) "household property" means premises in which, or in any part of which, a person has his home and the principal use of the premises is as a home. For mixed-use premises where the principal use of the premises is in question; the premises will be defined as non-household where both the household part of the premises is dependent in some way upon the non-household part and the premises are liable for business rates or exempt from business rates; (h) non-household property means premises which are not household premises; (i) occupied property means where the premises; remain a connected property,as defined in paragraph (10), and; are being used for any purpose and are benefitting from a water service provided by Essex & Suffolk Water. Charges scheme 2016/17 : Non-Household Page 3

7 (j) site means the boundary of a single set of premises, joined together for water charging purposes. (i) The premises can consist of co-located buildings, other similar structures and/or land which have adjoining boundaries or which are separated only by transport infrastructure and a single customer occupies the premises and is liable for water services charges in respect of those premises (common occupation co-located premises). (ii) Transport infrastructure includes public highways, railways, other public rights of way and watercourses. Co-located premises with constituent parts that are separated from each other by anything other than transport infrastructure and its directly associated land cannot be joined together for charging purposes. Likewise, colocated premises that are separated by a combination of common land and transport infrastructure are cannot be joined together for charging purposes because of the existence of common land. (iii) Where a customer has co-located premises, which satisfies the common occupation co-located premises criterion (and are therefore to be regarded as a single set of premises); the water consumption to this single set of premises can be added together to determine whether the threshold for eligibility for non-household retail competition is met; and the water consumption to this single set of premises can be added together to determine whether the threshold for the Large User Water Tariff is met. (k) rateable value means the net annual value shown on the valuation list made under Section 67 General Rate Act 1967 that was applicable at 31 March 1990 for households, or the amount shown on the valuation list made under Section 41 or 52 of the Local Government Finance Act 1998 for non-households; (l) retailer or licenced retailer means an organisation licenced under the Water Industry Act 1991 s17 to provide retail services to non-household properties eligible for competition. (11) In this Scheme words in the singular shall include the plural and vice-versa except where the context otherwise requires. Charges scheme 2016/17 : Non-Household Page 4

8 3 INFORMATION ABOUT ESSEX & SUFFOLK WATER 3.1 CONTACTING ESSEX & SUFFOLK WATER (12) Information about Essex & Suffolk Water can be obtained from our website at or by contacting us using the details below. Other information and contact details Water quality information (a) In writing: Essex & Suffolk Water P O Box 292 Durham DH1 9TX (b) By Telephone : (13) Water quality information is available free of charge on our website. (14) Water quality sampling results may be inspected and a print out given. This service is free to residents for samples taken within their supply zone. 3.2 COMPLAINTS (15) We aim to deal with queries and complaints speedily and satisfactorily. However, if you are unhappy with our response, you should write to the address below for a review of the decision: Contact details for Essex & Suffolk Water s complaints team Customer Care Review Team Essex & Suffolk Water P O Box 600 Durham DH1 9NW Telephone: Website: (16) If you remain dissatisfied with the way your complaint has been handled, you may refer the matter to the Consumer Council for Water which will act on your behalf. Their address is: Contact details for CCWater s complaints team Consumer Council for Water 1st Floor Victoria Square House, Victoria Square, Birmingham, B2 4AJ Telephone: Fax: enquiries@ccwater.org.uk Charges scheme 2016/17 : Non-Household Page 5

9 4 LIABILITY FOR CHARGES 4.1 GENERAL LIABILITY Chargeable properties Liability for charges Multiple customers Landlord responsibilities (17) Water charges will be applied to any supplied property as defined in section 2. (18) Liability to pay charges is confined to those persons who are occupiers within the meaning of Section 144 of the Water Industry Act 1991, save in those circumstances where the Act itself otherwise provides. The meaning of occupier is essentially similar to that used in the field of rating, as elucidated in case law. (19) In most landlord and tenant situations the result will be that it is the tenant who is to be charged as occupier and not the landlord. The significant exceptions include the case of holiday lets, the case of lodgers and bed and breakfast accommodation, where the occupation of the tenants is too transient. In such cases the landlord will be treated as being in occupation. (20) Where more than one person is the customer in respect of a single supplied property, or connected property, then each such customer shall be jointly and severally liable for all charges arising in respect of that supplied or connected property and Essex & Suffolk Water may collect all charges in respect of the supplied property or connected property from any one of the said customers. (21) Section 144C of the Water Industry Act (when it is brought into force and subject to any transitional provisions) will require the owner of residential premises which are occupied by one or more persons other than the owner, and not by the owner, to arrange for Essex & Suffolk Water to be given information about the occupiers. (a) If the owner fails to supply the required information they become jointly and severally liable for water charges. (b) In preparation for the legislation coming into force landlords are requested to use the water industry s tenant address portal ( to register details of new tenancies and those liable for water and sewerage charges at their properties County Court - fee recovery from defendant Disconnection of unmeasured supplies (22) If Essex & Suffolk Water takes action through the County Court to recover outstanding debts, Essex & Suffolk Water may recover costs and fees from the defendant in accordance with the rates stipulated by the Ministry of Justice as varied from time to time. (23) Where a customer requests the disconnection of an unmeasured supply that also serves other customers, he must first install a separate supply so that his disconnection can be carried out unless agreed otherwise by Essex & Suffolk Water. 4.2 COMMON SUPPLIES Liability when benefitting from a service (24) Where a customer or property benefits from a water service indirectly via or from another property, Essex & Suffolk Water may charge the occupiers of either or both properties for the supply of water services on same basis as Charges scheme 2016/17 : Non-Household Page 6

10 would apply if both properties were provided with separate services. (25) If services provided to one property are used by the occupier of another property or for the benefit of another property, these services must be metered. Essex & Suffolk Water can recover from the occupiers of either or both properties the costs of any services provided prior to their being metered. Limitations on common supplies Common metered supplies Common billing agreements Liability for charges where a common billing agreement does not exist Installing separate supplies (26) Essex & Suffolk Water requires all supplies to new or redeveloped properties to be separate metered supplies and the requirements of section 64 of the Water Industry Act 1991 will apply. Where a common supply exists due to historic reasons or where it is not practicable to install separate supplies, paragraph (27) will apply. (27) In relation to properties that have a metered water supply connection which supplies more than one property in different occupancies, each customer shall be held jointly and severally liable for water and sewerage charges. Charges will be recoverable under one of the following conditions: (a) Essex & Suffolk Water may make an agreement, known as a Common Billing Agreement, with the Owners, Property Management Company or other party to accept liability for the payment of the metered water supply charges for all the properties supplied through the common meter, unless agreed otherwise by Essex & Suffolk Water; (b) In all other situations, Essex & Suffolk Water reserves the right to apply the most appropriate form of charge to all properties supplied or connected through the single metered water supply connection for water and sewerage services received. This may take the form of apportionment of the measured charge, or any other form of charge set out in this charges scheme and will be chosen by Essex & Suffolk Water. (28) Either property owners or the occupiers of such properties may opt, at their cost, to have a separate metered supply installed to each property, if technically possible, which would enable all charges to be made direct to the occupiers. Where the occupier of a property is not the owner; the owner must confirm his agreement for a separate supply to be installed and his understanding as to the basis of charge. 4.3 NEW OCCUPIERS New occupiers Basis of charges (29) A new occupier of a supplied or connected property must notify Essex & Suffolk Water of the date they are to become liable for charges and provide all details reasonably required by Essex & Suffolk Water for its charging purposes before they take benefit from the services provided. Essex & Suffolk Water can recover from the occupier the costs of any services that have been provided to that date. Essex & Suffolk Water may withdraw the services it provides to that property. (30) Existing properties may be charged on a measured or unmeasured basis. Where a property is unmeasured, the customer may request a meter to be installed under the optant metering scheme, as outlined in section 9. (31) Customers planning to move to an existing property within the Essex & Charges scheme 2016/17 : Non-Household Page 7

11 Suffolk Water s area of supply may contact Essex & Suffolk Water (details shown in section 3) to obtain information on the basis upon which they will pay charges for that property. 4.4 LIABILITY WHERE WATER SUPPLIES ARE TURNED OFF Waiving charges in special circumstances (32) Charges for water services remain due whilst a property is occupied as defined in paragraph (10), unless the following condition applies: (a) If a property is occupied but the water supply to the premises has been turned off by Essex & Suffolk Water, then no water charges will apply. 4.5 VAT VAT VAT Exceptions (33) VAT has been applied to water supply charges to industry since 1 July H.M. Revenue and Customs (HRMC) defines industry as businesses included in Divisions 1 to 5 of the 1980 Standard Industrial Classification. Value Added Tax (VAT) is applied to charges to businesses in these categories at the level determined by HRMC. (34) Value Added Tax (VAT) will be charged to all non-household customers unless Essex & Suffolk Water has accepted that their activities do not fall within Divisions 1 to 5 of the 1980 Standard Industrial Classification. All nonhousehold customers are asked to complete a VAT declaration when they register with Essex & Suffolk Water as a customer. 4.6 LIABILITY FOR OTHER CHARGES Standby supply agreements (35) When a customer chooses an alternative or additional supply to that provided to the site from the Essex & Suffolk Water mains supply and requires Essex & Suffolk Water to provide facilities that would enable the customer to take additional supplies on an intermittent basis or that would serve as an emergency or standby provision, Essex & Suffolk Water may require that the customer enter into an agreement to pay such additional sums as may be necessary to ensure that the costs of providing such facilities are met. Charges scheme 2016/17 : Non-Household Page 8

12 5 WATER SUPPLY CHARGES 5.1 DEFINING THE CLASS OF CUSTOMER FOR CHARGING Liability for water charges (36) All customers, as defined in paragraph (10), are liable for Essex & Suffolk Water s charges for water. (37) There are two classes of customer; Types of customer Levels of tariffs Changing to being charged on a measured basis (a) measured, where the supply of water is charged by reference to volume, and (b) unmeasured, where the supply of water is not charged by reference to volume, (38) The structure of charges applied for each class is set out in this section, and the level of each charge is detailed in Appendix A. (39) Properties charged on an unmeasured basis may become charged on a measured basis either by choosing to do so, or by being required to do so as detailed under section MEASURED WATER CHARGES (40) The standard measured annual charge will consist of: (a) A fixed charge based on size of each meter installed, plus; (b) A charge made on the volume of potable water recorded through each meter. This charge will be based on one of the following tariffs as set out in and 5.2.2: Structure of measured charges (i) Standard water tariff (ii) Focus20 tariff; (iii) FocusExtra tariff; (iv) FocusPlus tariff, (41) All properties will be charged for potable water on the standard water tariff unless one of the focus tariffs for larger users apply as detailed in section Standard water tariff Standard water tariffs (42) The standard water tariff charge is produced by multiplying a rate in the pound per cubic metre by the total the total consumption recorded on the meters installed at the property supplying potable water Focus tariffs Large user tariff options (43) In respect of a single site at which at least one meter records or is likely to record an annual potable water consumption in excess of 10,000 cubic metres, customers may choose to pay on the basis of one of three optional Charges scheme 2016/17 : Non-Household Page 9

13 tariffs: Focus20, FocusExtra or FocusPlus. (44) These tariffs comprise, in addition to the fixed charge per meter detailed in paragraph (40)(a): (a) A annual fixed charge per site, applied on a daily basis, for the selected large user water tariff, plus; (b) A volumetric charge for the selected large user water tariff, made on the consumption recorded through each meter supplying potable water to the site. (45) Depending on the volume of potable water used at each site, each focus tariff will give the lowest level of charge for a different volume range. These ranges are broadly: (a) Between 18,000 and 60,000 cubic metres annual consumption the Focus20 tariff would produce the lowest charge; Focus tariff ranges (b) Between 60,000 and 162,000 cubic metres annual consumption the FocusExtra tariff would produce the lowest charge; (c) For annual consumption greater than 162,000, the FocusPlus tariff would produce the lowest charge (46) It should be noted that the standard water tariff would produce the lowest charge for sites where consumption is less than 18,000 cubic metres per year. (47) Properties will be charged on the standard tariff or a focus tariff using the following principles: (a) From 1 April in the charging year, charges will be made using the tariff that would be most appropriate, based on the most recent 12 months potable water consumption data available to Essex & Suffolk Water; Applying tariffs (i) The tariff applied as of 1 April will be charged for the full charging year unless a customer chooses an alternative tariff; (b) Customers may choose to switch to an alternative tariff at any time; (i) If a customer chooses to change tariff, the new tariff will apply from beginning of the next billing period and no retrospective review of charges will take place. 5.3 UNMEASURED WATER CHARGES Structure of unmeasured charge (48) The annual tariff for unmeasured supplies shall be based on the Assessed Tariff as detailed in section Assessed Charges for water Applying assessed charges (49) The Assessed Tariff for non-households will be a fixed annual charge, applied on a daily basis, based on assumed volumes of water consumption. There are three bands of Assessed Tariff, one of which will be applied to the property. Charges scheme 2016/17 : Non-Household Page 10

14 (a) Essex & Suffolk Water will assess the volume of water likely to be used at a property and allocate it to a band. This assessment may take whatever form Essex & Suffolk Water feels appropriate. (b) The three bands are: Assessed charges structures Leakage allowances for non-household customers Band 1 where water consumption is assessed as less than 150 cubic metres per year; Band 2 where water consumption is assessed as between 151 and 300 cubic metres per year; Band 3 where water consumption is assessed as greater than 300 cubic metres per year. 5.4 LEAKAGE ALLOWANCES FOR WATER (50) For non-household customers no allowance for leakage is given against water supply charges. 5.5 ALLOWANCE FOR WATER USED FOR FIREFIGHTING PURPOSES Water for firefighting purposes (51) Where it can be demonstrated that water has been used for firefighting purposes an allowance will be given against a customer s water bill. Any such claim should be made within 30 days of the date of issue of the bill. Charges scheme 2016/17 : Non-Household Page 11

15 6 SEWERAGE AND SEWAGE DISPOSAL CHARGES (52) Within the Essex & Suffolk Water region, Essex & Suffolk Water provides only water services. Sewerage charges (53) Sewerage services are supplied by Anglian Water Services Limited and by Thames Water Utilities Limited. (a) In either case, the charges schemes of those companies apply to sewerage charges raised in their respective sewerage services areas. (b) Essex & Suffolk Water may collect sewerage services charges on behalf of and as agents for Thames Water Utilities Limited within parts of the Essex & Suffolk Region. 7 TRADE EFFLUENT CHARGES (54) Within the Essex & Suffolk Water region, Essex & Suffolk Water provides only water services. Trade Effluent Charges (55) Trade effluent services are supplied by Anglian Water Services Limited and by Thames Water Utilities Limited. (a) In either case, the charges schemes of those companies apply to sewerage charges raised in their respective sewerage services areas. Charges scheme 2016/17 : Non-Household Page 12

16 8 PAYMENT OF CHARGES 8.1 WHEN TO PAY CHARGES Measured Customers Payment options (measured customers) (56) Measured charges are payable in full on demand unless an alternative payment plan is agreed by Essex & Suffolk Water. Customers may elect to pay their charges by our Budget Scheme (monthly by Direct Debit) Unmeasured Customers Payment options (unmeasured customers) (57) The occupier of an unmeasured property is liable to pay water and sewerage charges for each day of their occupation. Bills are issued at the beginning of the financial year on the assumption that the occupier will remain in residence for the whole of the financial year. Charges are due in full on demand unless an alternative payment plan is agreed by Essex & Suffolk Water. Customers may elect to pay their charges: (a) In two half-yearly payments on the due dates printed on the payment slips; (b) By our Instalment Scheme April to January, by Direct Debit Payment by instalment Payment by Instalment No charge for instalments All charges due on failure of payment (58) Where any arrangement has been made to pay a bill by instalments the following conditions apply: (a) No charge is made for the option to pay by instalments. (b) Failure to pay an instalment by the due date causes all outstanding amounts to be due and payable immediately. (i) Failure to pay the charges outstanding in one amount may result in disconnection of the water supply or the issue of a County Court Claim for all unpaid charges Customers entering into any formal insolvency procedure Charges when a formal insolvency procedure occurs (59) Where a Customer enters into any formal insolvency procedure, including Debt Relief Orders, Essex & Suffolk Water may apportion any charges on a daily basis up to the date immediately before the date the relevant insolvency procedure becomes effective ('the insolvency date'). (60) Any apportioned charges after the insolvency date will be payable by the occupier of the property in question and apply from the next day of occupation after the insolvency date. Any such apportioned charges will not fall within the insolvency procedure. The charges will be payable by the occupier on the same payment terms as would apply if the property had been newly connected on that day. Charges scheme 2016/17 : Non-Household Page 13

17 8.2 HOW TO PAY CHARGES (61) All payment methods are free of charge unless otherwise stated. (62) Measured and unmeasured customers who elect to pay their charges in accordance with either Section 8.1 or may use any (or any combination) of the payment methods listed below: (a) Make a payment by BACS using the bank details on the back of the bill and by sending a remittance advice to bacs@nwl.co.uk or Essex & Suffolk Water, P O Box 600, Durham, DH1 9NW. (b) By Direct Debit a choice of payment dates is available, 8 th, 18 th or 28 th of the month. A discount is given for payment by this method see 8.3; (c) By PayPoint - payment can be made in cash at any PayPoint agency; (d) Via a Bank at a branch by cash or cheque, or through its on-line banking system. Free of charge at customer s own bank, and at branches of NatWest in the Essex & Suffolk Water region. Other banks may make a charge for the transaction; Available methods of payment (e) At a Post Office - by cash or debit card only, using the payment slip on the bill. (A charge will be made for payments via a Post Office); (f) By Post by cheque or postal order, customers should send their payment to: Essex & Suffolk Water, PO Box 292, Durham DH1 9TX. Cheques and postal orders should be crossed and made payable to Essex & Suffolk Water Limited. Post-dated cheques are not acceptable; (g) By Telephone - to pay using a debit or credit card the customer should call the telephone number detailed on the bill; (h) By Internet - payment can be made online, either through a customer s own on line banking facilities or via our web site address, Payments by credit card (63) An additional charge will be made for payments made by credit card. 8.3 PAYMENT DISCOUNTS Direct debit discount (64) Where payment for water services is made to Essex & Suffolk Water by direct debit, a fixed annual discount for each service received will be credited to their account. 8.4 PAYMENT BY LANDLORDS Payment by landlords (65) Subject to the provisions of the Water Industry Act 1991 and except where provided by agreement with Essex & Suffolk Water to the contrary, the charges referred to in paragraph 8.1 are payable by the occupiers of properties. However, where a number of tenanted properties are in one ownership, savings in billing and collection costs may be possible if the owner will agree to pay the charges in respect of all the properties. Essex & Suffolk Water is therefore prepared to consider agreements with owners for Charges scheme 2016/17 : Non-Household Page 14

18 the payment of unmeasured water services charges due on tenanted properties under which allowances may be given, subject to payment on time. (66) Notwithstanding such arrangements, occupiers of properties remain the customers of Essex & Suffolk Water, landlords being responsible for collecting charges due on the basis set out in this Charges Scheme. (67) In the event of the owner defaulting on the above arrangements, then the full charges may be recovered by Essex & Suffolk Water from the occupier. 8.5 CUSTOMERS WHO STRUGGLE TO PAY THEIR CHARGES Payment difficulties (68) Essex & Suffolk Water will ensure that every attempt is made to work with the customer to secure a reasonable payment arrangement. Customers experiencing payment difficulties can contact Essex & Suffolk Water to discuss alternative arrangements. Information can be obtained from the Customer Centre on COLLECTION OF OUTSTANDING CHARGES Consequence of non-payment Reconnection of non-household properties Charges for payment collection (69) Measured bills are issued on a monthly, quarterly or six monthly basis. Unmeasured bills are issued annually. Following the issue to the customer of a final notice for non-payment of a bill by the due date, the water supply will be disconnected unless payment is received. (70) If a customer fails to honour a reasonable payment arrangement, in accordance with normal commercial practice, Essex & Suffolk Water will disconnect the service in order to protect Essex & Suffolk Water and other customers from further unrecoverable losses. (71) Where a non-household water supply is disconnected for non-payment it will not be reconnected until the customer has made arrangements to pay the amount owing plus the expense of the disconnection and reconnection. (72) If a member of Essex & Suffolk Water s staff has to visit a customer to collect outstanding charges, or payment is received when a member of staff has visited a property to effect disconnection for non-payment, Essex & Suffolk Water may recover its expenses as if the water supply had been disconnected. (73) Essex & Suffolk Water will not disconnect the following premises for nonpayment of water services charges: Disconnections private dwelling houses (including mixed use premises where a person has their home); domestic caravans; houseboats; houses in multiple occupation; residential care homes, nursing homes and residential homes for the elderly; children s homes and day care centres; Charges scheme 2016/17 : Non-Household Page 15

19 schools and other educational establishments; prisons and detention centres; police, fire and ambulance stations. (74) All other premises may be disconnected for non-payment of water services charges. 8.7 OTHER PAYMENT CONDITIONS (75) Essex & Suffolk Water reserves the right to recover bank charges and administrative costs resulting from invalid or dishonoured cheques, standing orders, credit cards or direct debits. Payment charges (76) When payment is made in foreign currency, the exchange rate applicable will be that on the day of receipt of payment. Any shortfall or benefit will be debited or credited to the customer s account accordingly. Commission charges will be deducted from the amount paid. (77) Essex & Suffolk Water reserves the right to claim interest pursuant to the "Late Payment of Commercial Debts Act Charges scheme 2016/17 : Non-Household Page 16

20 9 METERS AND METERING 9.1 METERING Cases when a property charged on an unmeasured basis will move to being charged on a measured basis (78) All new properties will be required to be metered. This includes any connection to be used wholly or partially for supplying water for firefighting purposes. Metered properties (79) Unmeasured non-household customers may opt to have a meter installed under the optant programme detailed in Section (80) Essex & Suffolk Water may require some properties to have a meter installed as detailed under the selective metering programme as detailed in Section Optional Metering Opting for a meter for non-household properties (81) Non-household customers who are currently unmetered may also apply for the installation of a meter. A charge is payable unless the property already has an existing boundary box. The current level of charge appears in the Miscellaneous Charges in section 10. The meter will be installed within 15 working days of receiving the customer s payment Selective Metering Selective metering of nonhousehold properties (82) It is our policy to meter business properties wherever practicable and we have a programme to selectively meter the majority of those non-household properties that are currently unmeasured. This includes non-household properties whose use of water is mainly or solely for household purposes and mixed use (part household and part non-household) premises where the nonhousehold part is the principal use of the premises supplied. Essex & Suffolk Water may also require the owner/occupier to take water by meter when the property is in multiple occupation i.e. a guest house, nursing home, lodgings etc. (83) There is no charge for the meter installation in such cases. 9.2 INFORMATION ABOUT METERS Preferred locations for water meters Ownership of meters and remote reading devices (84) The preferred location for the meter installation is in an existing boundary box. If an existing boundary box is not available, the water meter will normally be fitted in Essex & Suffolk Water s next preferred location according to Essex & Suffolk Water s meter location policy in force at the time of installation. (85) The water meter and any remote reading device, if fitted, are the property of Essex & Suffolk Water. (a) Essex & Suffolk Water shall be responsible for the maintenance of the meter. Charges scheme 2016/17 : Non-Household Page 17

21 (b) Where a meter has been fitted either externally within the boundary of the customer s property or internally, the customer must allow Essex & Suffolk Water or its representatives reasonable access for the purposes of reading the meter, maintaining it and replacing it when necessary. The customer will have a duty of care in respect of the meter and meter chamber in these circumstances. (c) If the meter is installed other than within the boundary of a customer s property, the maintenance, access and safety of the meter will solely be the responsibility of Essex & Suffolk Water. Accuracy of meters Tampering with meters Changing meters by Essex & Suffolk Water Changing meters at the customers request (86) In respect of the accuracy of meters, testing of meters, expenses of testing, method of proof and affect of meter reading, notice of vacation and liability for charges, and offences of tampering with meters, the requirements of the Water Industry Act 1991 and the Water (Meters) Regulations 1988 (SI1998/1048 or subsequent amendments thereof), will apply. (87) It is an offence to tamper with or remove a water meter without the express permission of the Essex & Suffolk Water, as set out in sectiosn 175 and 176 of the Water Industry Act. Essex & Suffolk Water reserves the right to charge a customer should their meter or remote reading device be removed or tampered with in any way. (88) Essex & Suffolk Water may exchange an existing meter for one of a different size, if in its view this is more appropriate to a customer s circumstances. No charge will be made for this. (89) Where a customer asks for an existing meter to be replaced with a meter of different size or requests the meter and/or its associated remote reading device be relocated, Essex & Suffolk Water will relocate the meter within the limits of its meter location policy and make an appropriate charge to cover the costs of such change. 9.3 METER READING AND BILLING Meter reading frequency and estimated bills Definition of actual reading Amendment of estimated bill Billing periods (90) Meter readings will be taken at such intervals as Essex & Suffolk Water may determine. On occasions when Essex & Suffolk Water does not obtain an actual reading, an account may be rendered on the basis of estimated consumption. (91) An actual meter reading means any reading taken directly from a meter or supplied by any remote reading device associated with a meter. (92) Estimated bills will be amended on the basis of a meter reading supplied by the customer, unless there is reason to doubt the accuracy of this. In the latter case, Essex & Suffolk Water will endeavour to make an appointment to re-visit the property to take a meter reading and, if necessary, check the accuracy of the meter. (93) When a measured bill is raised for a period that commences before 1 April and ends on or after 1 April, the charges shall be apportioned into subperiods on a daily basis between the start of the period covered by the bill and 31 March and the period from 1 April until the end of the period covered by the bill. Each sub-period so apportioned will then be charged at the tariffs Charges scheme 2016/17 : Non-Household Page 18

22 of the relevant charging year. Charges scheme 2016/17 : Non-Household Page 19

23 10 MISCELLANEOUS CHARGES 10.1 INTRODUCTION Defining miscellaneous charges (94) Essex & Suffolk Water provides water services to our customers, and recovers the costs for these services, on an average basis across all our customers through the standard published charges set out in this Charges Scheme. (95) Where there are services that we carry out for individual customers, we recover the costs for these activities through the Miscellaneous Charges. (96) The types of Miscellaneous Charge, and when they apply are described in this section CONDITIONS APPLYING TO MISCELLANEOUS CHARGES Charges for normal working hours Payment VAT Traffic Management Act Disputes Bonds and Deposits Security Deposits Return of Security Deposit (97) The standard charges quoted apply for works carried out during normal working hours on normal working days under standard conditions. In other instances Essex & Suffolk Water reserves the right to charge on a basis of actual costs, provided the applicant is notified accordingly prior to commencement of the work. (98) Payments for charges in this section may be required in advance unless specified to the contrary. (99) All charges published in this section exclude VAT unless specified otherwise. VAT will be added to the published charge at the appropriate rate where required. (100) Additional charges may be made for traffic management expenses. (101) In accordance with Section 45(6A) Water Industry Act 1991 any dispute between Essex & Suffolk Water and any other person as to the charge in this section may be referred to the Water Services Regulation Authority for determination. (102) In accordance with normal business practice, Essex & Suffolk Water can require, under certain circumstances normally associated with new development, the provision of cash bonds or deposits to secure the provision of services. (103) Following non-payment, disconnection due to non-payment or repeated breach of any terms and conditions of supply in respect of a non-household property, Essex & Suffolk Water reserves the right to demand a deposit of up to one billing period plus 90 days of charges in respect of future estimated charges prior to reconnecting or agreeing to supply. (104) Such a deposit will be held by Essex & Suffolk Water for a period of 12 months and may be used during that period to discharge any outstanding balances due from the customer. On expiry of the 12 month period Essex & Suffolk Water will return the deposit, or such balance that remains, to the Charges scheme 2016/17 : Non-Household Page 20

24 Customer together with interest calculated at the prevailing rate. Charges for additional services (105) In respect of any service performed, facility provided or right made available by Essex & Suffolk Water for which a charge is not applicable elsewhere in this scheme, provision of information and advice, Essex & Suffolk Water may make such charges as it determines appropriate, having regard to the cost of performing the service, providing the facility or making the right available. Payment of such charges may be required in advance, unless specified to the contrary. Charges scheme 2016/17 : Non-Household Page 21

25 10.3 ATTENDANCE ON SITE BY ESSEX & SUFFOLK WATER TECHNICIANS AT CUSTOMER REQUEST Technician Call Out Charge (106) When a customer requests attendance on site by an Essex & Suffolk Water technician for whatever purpose, the customer will be charged for that attendance. (107) When a customer (or their representative) requests the attendance of a Technician to their property, Essex & Suffolk Water will attend. However, there may be a charge if it's something that can be fixed by or has been caused by you or a third party. So please check carefully before arranging a visit by a technician. Essex & Suffolk Water will also charge for technical and non-technical advice provided on site. (108) There will be a charge for any activity requested that is not related to a fault on our apparatus. (109) When charges do apply, they will be secured in advance at the point of contact. (110) Charges per visit are as follows: (a) During Normal Working Hours ( Mon-Fri only): (i) Minimum of one hour (inclusive of travelling time to the incident): (b) Outside Normal Working Hours and Public Holidays: (i) Minimum of 2 hours (inclusive of travelling time to the incident): (c) Additional hourly charge for each subsequent hour or part hour: (111) The charge does not apply if the fault is covered under our supply pipe policy. (112) If a repair team are subsequently required, all work carried out by them will be in addition to the Technician fixed charge above, this will be at actual cost inclusive of overheads excepting where it is covered by the fixed cost work covered elsewhere in these charges, (additional costs could include plant, equipment, hire charges, contractor charges, reinstatement of surfaces and fittings etc.). At cost Installation, renewal, operation and repair of stop tap valves (113) Where a customer requests a visit from a Technician to restore the supply of water to a property using a company stop tap, a charge will be made to cover the cost of this service as set out in paragraph (118). (114) Essex & Suffolk Water will operate, locate or clean a stop tap at the request of a customer, or their representative, and a charge will be applied as set out in paragraph (118). Charges scheme 2016/17 : Non-Household Page 22

26 (115) When Essex & Suffolk Water turn off a stop tap no charge will be made. If the customer, or their representative, requests the Technician to wait and turn the supply back on during the visit, or if a return visit is requested, a charge will be made for the technician s time according to paragraph (110). The customer will be advised that a qualified plumber can carry out the work on his behalf, except for where the stop tap is located in the highway, in which case the customer will be advised to use a Essex & Suffolk Water technician. (116) Where a stop tap is inoperable and the customer requests Essex & Suffolk Water to repair this in less than 20 working days, a charge as set out in paragraph (118). This period of notice may be extended by the application of the Traffic Management Act. Outside of this period, Essex & Suffolk Water will undertake this work at its cost. (117) Where there is no existing stop tap and the customer requests that one be installed, the customer may be required to pay the cost of installation according to paragraph (118). (118) Standard charge to install, renew or repair a stop tap valve belonging to Essex & Suffolk Water where the customer or his agent specifically requests this to be done in less than 20 working days: (a) During normal working hours: (i) No reinstatement: (ii) With reinstatement: (b) Outside normal working hours: (i) No reinstatement: (ii) With reinstatement: Connection of Customers Relaid Supply Pipe (119) Where supply pipe is laid on behalf of the customer: (a) No excavation: (b) No reinstatement: (c) With reinstatement: Other Activities (120) Attendance for commercial activities during normal working hours (tank filling, flow and pressure tests on the network, leakage advice etc.) will be charged at the rates shown in section Charges scheme 2016/17 : Non-Household Page 23

27 10.4 DAMAGE TO ESSEX & SUFFOLK WATER APPARATUS (121) Where damage to Essex & Suffolk Water apparatus has occurred, charges will be made to repair the equipment. (122) Repairs to Essex & Suffolk Water apparatus will be carried out by Essex & Suffolk Water staff or approved contractors (123) All charges will be based on actual costs inclusive of overheads excepting where it is covered by the fixed cost work covered elsewhere in these charges (additional costs could include plant, equipment, hire charges, contractor charges, reinstatement of surfaces and fittings, etc.) 10.5 CHARGES FOR METER RELATED ACTIVITIES Meter testing (124) A standard charge will be made, as set out below, where a meter test is carried out in accordance with the Water (Meters) Regulations 1988 at the request of the customer and the meter on being tested falls within the prescribed limits of error. (125) Such testing will normally require the removal of the meter from the customer s premises. (a) Meters up to 40mm (including VAT): (b) All other meters: At cost Reading of meters (126) For any meter readings carried out by Essex & Suffolk Water at the request of the customer, which are additional for the standard planned meter reading timetable, charges will be made as follows: (a) Privately owned meters: (b) Essex & Suffolk Water owned meters: Meter Installations (127) Installation of Meters in Alternative Locations (a) Installation of a new, optant or selective meter in a location other than that defined by Essex & Suffolk Water s Meter Location Policy: (128) Meter Option Installations (a) Meter Installation on Existing External Pipework (i) 15mm/20mm meter on Private Land (excluding reinstatement): Charges scheme 2016/17 : Non-Household Page 24

28 (ii) 15mm/20mm meter in Public Highway (including reinstatement): (iii) Other meters: At cost (b) Meter Installation in Existing Boundary Box (i) 15mm/20mm: (ii) Other meters: At cost (c) Meter Installation Internal (d) Customer s Contractor Carries out Excavation/Installation Includes up to two separate visits to be made to mark the excavation location and to inspect the boundary box installation and fix the meter where appropriate Where further visits are necessary, these may be charged at rate shown in section No charge Meter Resizing (129) Reduction in Meter Size at Customer s Request: Price on Application All Other Situations (130) All other situations for installation or modification of meters on existing supplies will be charged at cost/on a fixed price quotation basis that has previously been notified to the customer unless specified otherwise. At cost 10.6 BILLING (131) Payment by credit card 1% of the payment amount (132) Consequence Of Non-Payment Of Account (a) Where payments fail this requires intervention by Essex & Suffolk Water to resolve the payment, and an charge will be made for this activity in the following cases: (i) Cheque payments that have to be referred back to the account holder: (ii) Unpaid Direct Debit / Credit Card transactions: 4.85 (b) In certain cases where payments have not been made and access is required to a property to ensure that any disconnection allowed does not disconnect properties that cannot be disconnected a charge for the required warrant will be made as follows: Charges scheme 2016/17 : Non-Household Page 25

29 (i) Magistrates Forced Entry Warrant: (c) Visit to non-household customer to collect outstanding charges (including any required stop tap operation): (i) Visit carried out during Normal Working Hours ( Mon-Fri only): (ii) Visit carried out outside Normal Working Hours or on a Public Holidays: (iii) Disconnection of non-household premises: At Cost (133) Requests for non-standard bills (a) Where customers or their representatives request copies of bills and/or a statement of charges covering a number of previous charging periods, for example, for the purpose of completing returns to HM Revenue & Customs or providing information to accountants, charges will be made as follows: (i) Requests for copies of previously issued bills (up to 10 bills per charge) (ii) Statement of charges (per statement) OTHER SERVICES (134) Other services as listed below are available from Essex & Suffolk Water. Charges for these services can be found on our website, on request from Essex & Suffolk Water or in a separate leaflet entitled: 2016/17 Charges Scheme: Other Services. (135) The available other services are: (a) Standpipes (b) Supply of water from Essex & Suffolk Water Depots (c) Water Regulation Inspections (d) Fire Hydrants Charges scheme 2016/17 : Non-Household Page 26

30 Blank page Charges scheme 2016/17 : Non-Household Page 27

31 APPENDIX A CHARGES 2016/17 Table 1 Charges relating to Payment Methods Discounts for payments made by Direct Debit Charges paid by Credit Card 1% of payment amount Table 2 Measured charges for water Standard Focus20 Focusextra Focusplus Standing charge for each potable and nonpotable meter, by meter size ( per year) 0-24mm mm mm mm mm mm and larger PLUS: Site charge per year 3, , , PLUS: Volume charge per cubic metre Table 3 Unmeasured charges Assessed Tariff bands - one of these will apply Band 1 Band 2 Band 3 For water, a fixed charge per year Charges scheme 2016/17 : Non-Household Page 28

32 END PAGE Charges scheme 2016/17 : Non-Household Page 29