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Wholesale water supply access code under section 66a of the Water Industry Act 1991
United Utilities Water Limited
Version 100 October 2016
Document control form
Version Issued Authorised by
Issue 10 15 September 2005 UUW PLC Board Issue 20 25 November 2005 UUW PLC Board Issue 30 Final draft for authorisation
issued by Vanessa Spinks Not issued
Issue 40 October 2007 UUW PLC Board Issue 41 October 2009 minor amends Director of Regulation Issue 42 October 2010 Director of Regulation Issue 43 October 2011 Director of Regulation Issue 50 November 2011 Director of Regulation Issue 60 October 2012 Director of Economic
Regulation Issue 70 October 2013 Director of Economic
Regulation Issue 80 October 2014 Director of Economic
Regulation Issue 90 October 2015 Director of Economic
Regulation Issue 100 October 2016 Director of Economic
Regulation
For enquiries please contacttradingmanageruuplccouk or
Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park
Lingley Green Avenue Great Sankey Warrington WA5 3LP
The contents of this Access Code are the copyright of United Utilities Water Limited and all rights are reserved No part of this document may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical recording or otherwise without the prior written consent of the copyright owner
Content A Introduction
B Operational code
C Application for wholesale agreement 1 Definition of services 2 Roles and responsibilities 3 Information requirements 4 Applying for access 5 Objections and rejection process 6 Confidentiality 7 Credit provisions and credit limits 8 Eligibility requirements 9 Attachment to the supply system 10 Customers in debt
D Customer transfer protocol
E Metering services 1 Meter asset management 2 Metering solutions available 3 Meter installation 4 Meter maintenance 5 Meter calibration verification 6 Meter reading and meter reading verification
F Supply system maintenance and emergency procedures 1 Planned system maintenance 2 Emergency procedures for dealing with specific events issues and incidents
G Customer contact arrangements 1 Special consumers 2 Large scale customer warning procedure 3 Arrangements for press liaisons 4 Emergency contacts 5 Provision of information to the sewerage undertaker 6 Reportable situations 7 Customer details 8 Final invoice 9 Water supply queries 10 Sewerage queries 11 Complaint handling processes
H Supply system connections
1 Obligations on water undertaker 2 Disconnection
I Access pricing J Appendices
A Introduction
This Access Code sets out the principles that United Utilities Water Limited (UUW) will apply when establishing agreements for access to its water supply system under sections 66A of the Water Industry Act 1991 (WIA91) as amended by the Water Act 2003 (WA03)
UUW will use this access code as guidance when establishing agreements for access with Licensed Water Suppliers (Licensees) This access code sets out the requirements that will apply for access to the UUW supply system
This access code will be reviewed at least annually and the most up to date version should be obtained from wwwunitedutilitiescomaccesscodesaspx or requested from the Trading Manager
tradingmanageruuplccouk or Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park Lingley Green Avenue Great Sankey Warrington WA5 3LP 01925 237000
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
Document control form
Version Issued Authorised by
Issue 10 15 September 2005 UUW PLC Board Issue 20 25 November 2005 UUW PLC Board Issue 30 Final draft for authorisation
issued by Vanessa Spinks Not issued
Issue 40 October 2007 UUW PLC Board Issue 41 October 2009 minor amends Director of Regulation Issue 42 October 2010 Director of Regulation Issue 43 October 2011 Director of Regulation Issue 50 November 2011 Director of Regulation Issue 60 October 2012 Director of Economic
Regulation Issue 70 October 2013 Director of Economic
Regulation Issue 80 October 2014 Director of Economic
Regulation Issue 90 October 2015 Director of Economic
Regulation Issue 100 October 2016 Director of Economic
Regulation
For enquiries please contacttradingmanageruuplccouk or
Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park
Lingley Green Avenue Great Sankey Warrington WA5 3LP
The contents of this Access Code are the copyright of United Utilities Water Limited and all rights are reserved No part of this document may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical recording or otherwise without the prior written consent of the copyright owner
Content A Introduction
B Operational code
C Application for wholesale agreement 1 Definition of services 2 Roles and responsibilities 3 Information requirements 4 Applying for access 5 Objections and rejection process 6 Confidentiality 7 Credit provisions and credit limits 8 Eligibility requirements 9 Attachment to the supply system 10 Customers in debt
D Customer transfer protocol
E Metering services 1 Meter asset management 2 Metering solutions available 3 Meter installation 4 Meter maintenance 5 Meter calibration verification 6 Meter reading and meter reading verification
F Supply system maintenance and emergency procedures 1 Planned system maintenance 2 Emergency procedures for dealing with specific events issues and incidents
G Customer contact arrangements 1 Special consumers 2 Large scale customer warning procedure 3 Arrangements for press liaisons 4 Emergency contacts 5 Provision of information to the sewerage undertaker 6 Reportable situations 7 Customer details 8 Final invoice 9 Water supply queries 10 Sewerage queries 11 Complaint handling processes
H Supply system connections
1 Obligations on water undertaker 2 Disconnection
I Access pricing J Appendices
A Introduction
This Access Code sets out the principles that United Utilities Water Limited (UUW) will apply when establishing agreements for access to its water supply system under sections 66A of the Water Industry Act 1991 (WIA91) as amended by the Water Act 2003 (WA03)
UUW will use this access code as guidance when establishing agreements for access with Licensed Water Suppliers (Licensees) This access code sets out the requirements that will apply for access to the UUW supply system
This access code will be reviewed at least annually and the most up to date version should be obtained from wwwunitedutilitiescomaccesscodesaspx or requested from the Trading Manager
tradingmanageruuplccouk or Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park Lingley Green Avenue Great Sankey Warrington WA5 3LP 01925 237000
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
The contents of this Access Code are the copyright of United Utilities Water Limited and all rights are reserved No part of this document may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical recording or otherwise without the prior written consent of the copyright owner
Content A Introduction
B Operational code
C Application for wholesale agreement 1 Definition of services 2 Roles and responsibilities 3 Information requirements 4 Applying for access 5 Objections and rejection process 6 Confidentiality 7 Credit provisions and credit limits 8 Eligibility requirements 9 Attachment to the supply system 10 Customers in debt
D Customer transfer protocol
E Metering services 1 Meter asset management 2 Metering solutions available 3 Meter installation 4 Meter maintenance 5 Meter calibration verification 6 Meter reading and meter reading verification
F Supply system maintenance and emergency procedures 1 Planned system maintenance 2 Emergency procedures for dealing with specific events issues and incidents
G Customer contact arrangements 1 Special consumers 2 Large scale customer warning procedure 3 Arrangements for press liaisons 4 Emergency contacts 5 Provision of information to the sewerage undertaker 6 Reportable situations 7 Customer details 8 Final invoice 9 Water supply queries 10 Sewerage queries 11 Complaint handling processes
H Supply system connections
1 Obligations on water undertaker 2 Disconnection
I Access pricing J Appendices
A Introduction
This Access Code sets out the principles that United Utilities Water Limited (UUW) will apply when establishing agreements for access to its water supply system under sections 66A of the Water Industry Act 1991 (WIA91) as amended by the Water Act 2003 (WA03)
UUW will use this access code as guidance when establishing agreements for access with Licensed Water Suppliers (Licensees) This access code sets out the requirements that will apply for access to the UUW supply system
This access code will be reviewed at least annually and the most up to date version should be obtained from wwwunitedutilitiescomaccesscodesaspx or requested from the Trading Manager
tradingmanageruuplccouk or Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park Lingley Green Avenue Great Sankey Warrington WA5 3LP 01925 237000
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
1 Obligations on water undertaker 2 Disconnection
I Access pricing J Appendices
A Introduction
This Access Code sets out the principles that United Utilities Water Limited (UUW) will apply when establishing agreements for access to its water supply system under sections 66A of the Water Industry Act 1991 (WIA91) as amended by the Water Act 2003 (WA03)
UUW will use this access code as guidance when establishing agreements for access with Licensed Water Suppliers (Licensees) This access code sets out the requirements that will apply for access to the UUW supply system
This access code will be reviewed at least annually and the most up to date version should be obtained from wwwunitedutilitiescomaccesscodesaspx or requested from the Trading Manager
tradingmanageruuplccouk or Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park Lingley Green Avenue Great Sankey Warrington WA5 3LP 01925 237000
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
A Introduction
This Access Code sets out the principles that United Utilities Water Limited (UUW) will apply when establishing agreements for access to its water supply system under sections 66A of the Water Industry Act 1991 (WIA91) as amended by the Water Act 2003 (WA03)
UUW will use this access code as guidance when establishing agreements for access with Licensed Water Suppliers (Licensees) This access code sets out the requirements that will apply for access to the UUW supply system
This access code will be reviewed at least annually and the most up to date version should be obtained from wwwunitedutilitiescomaccesscodesaspx or requested from the Trading Manager
tradingmanageruuplccouk or Trading Manager United Utilities Water Limited Haweswater House Lingley Mere Business Park Lingley Green Avenue Great Sankey Warrington WA5 3LP 01925 237000
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
B Operational code
The following section is the Ofwat operational code for wholesale supplies as written in the Ofwat Access Codes guidance September 2011 httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf
The operational code establishes rules for the wholesale supply of water under section 66A of the WIA91 and the entry into an agreement for such supply See Appendix A for the wholesale supply common contract
1 Overview
11 Order of precedence
If there is any conflict between the following the order of precedence shall be
(a) Any law
(b) The Access Codes Guidance incorporating the operational code and common contract
12 Definitions
(a) References to lsquothe Actrsquo are to the Water Industry Act 1991 (as amended) unless otherwise
specified
(b) References to an lsquoappointed water companyrsquo are to an undertaker appointed under the Act
to provide water services to a defined geographic area
(c) References to a lsquolicenseersquo are to a company holding a water supply licence under the Act
(d) References to lsquothe partiesrsquo are to the licensee and appointed water company that have an
agreement or are seeking to enter into an agreement for the wholesale supply of water
under section 66A of the Act unless the context requires otherwise
(e) References to lsquothe operational codersquo are to this document as amended from time to time
(f) References to lsquothe common contractrsquo are to the common contract for wholesale supplies
under section 66A of the Act as amended from time to time
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
13 Objectives and purpose
The operational code establishes rules for the wholesale supply of water under section 66A of the
Act and the entry into an agreement for such supply
14 Status and enforceability
(a) Under section 66D(4) of the Act Ofwat is required to issue guidance in accordance with
which the terms and conditions of agreements under sections 66A-66C of the Act must be
made
(b) The operational code forms part of Ofwatrsquos guidance and applies to wholesale supplies of
water by an appointed water company to a licensee under section 66A of the Act
(c) Each appointed water company is required by Condition of Appointment R (Provision of
combined and wholesale water supplies) to publish an access code which conforms to
Ofwatrsquos guidance and to comply with it
(d) In accordance with these requirements the operational code must be included in an
appointed water companyrsquos access code and the appointed water company must comply
with its provisions
15 Ofwatrsquos role
(a) Ofwat shall ensure the effective implementation and operation of the operational code
(b) In so doing Ofwat shall
(i) Act independently of the interests of any market participant or group of market
participants
(ii) Act impartially and show no undue preference in its relationship with market
participants and
(iii) Act with appropriate speed in taking any necessary action
(c) Ofwat has the power under section 18 of the Act to issue enforcement orders to secure
compliance with appointed water companiesrsquo Conditions of Appointment (for example
Condition of Appointment R (Provision of combined and wholesale water supplies) and
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
Condition of Appointment S (Customer transfer protocol)) and licenseesrsquo standard licence
conditions
(d) Ofwat has the power under sections 66D 66G and 66H of the Act to make determinations
on aspects of the water supply licensing framework
(e) Ofwat shall chair an industry forum established under the terms set out in the Customer
Transfer Protocol to discuss any proposed changes to the operational code and common
contract
(f) Ofwat may from time to time revise its guidance under section 66D of the Act in
accordance with section 66F of the Act
16 Duties of appointed water companies and licensees to other bodies
Appointed water companies and licensees shall respond promptly to any requests for information
and comply with any relevant guidance from
(a) Consumer Council for Water
(b) Environment Agency (including Environment Agency Wales) and
(c) Drinking Water Inspectorate
17 England and Wales
Appointed water companies and licensees shall have regard to any differences in the relevant laws
in England and Wales
2 Applying for access
21 This section sets out the process which shall be followed when an eligible customer wishes to be
supplied by a licensee and the licensee wishes to purchase a wholesale supply of water from an
appointed water company under section 66A of the Act in order to supply that customer For a
wholesale supply the licensee is entitled to use the common contract as the access agreement
between the parties unless it wishes to negotiate a supply on different terms
22 If a licensee wishes to use the common contract as the access agreement between the parties the
application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) a completed copy of the common contract (see further section 26 below)
(b) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of the common contract within 10 working days of receiving the
licenseersquos application The access price offered by the appointed water company shall
remain valid for six (6) months and shall specify the discount in pm3 from the standard
retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff and
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer
(c) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
23 If a licensee has chosen not to use the common contract as the access agreement between the
parties the application process is as follows
(a) Licensee submits its application to the appointed water company That application shall
comprise
(i) a copy of the customerrsquos consent to switch supplier (see further sections 24 and
25 below) and
(ii) any contract or terms that isare proposed or agreed between the parties
(b) The appointed water company shall contact the licensee within two (2) working days of
receiving the licenseersquos application to discuss that application and commence any
negotiation
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
(c) The appointed water company shall offer an access price for the licenseersquos customer and
provide a signed copy of an agreed contract within 10 working days of receiving the
licenseersquos application (or such longer period as the parties may agree) The access price
offered by the appointed water company shall remain valid for six (6) months and shall
specify the discount in pm3 from the standard retail tariff The offer shall also explain
(i) the basis of the discount from the standard retail tariff
(ii) any difference between the indicative discount for such a customer and the discount
in the customer-specific offer and
(iii) any specific terms agreed by the parties
(d) If the licensee accepts the access price offered by the appointed water company the
Customer Transfer Protocol process will switch the customer to the licensee If the licensee
is unable to agree an access price with the appointed water company the parties shall
follow the dispute resolution procedure set out in section 4 below
24 The customerrsquos consent to switch supplier shall include the following information
(a) Contact name(s) for the customer
(b) Full contact details for the customer
(c) Any customer reference number provided by the existing supplier
(d) Meter serial number(s) if known and
(e) Previous three (3) yearsrsquo water consumption if available
25 The customerrsquos consent to switch supplier shall be dated no more than two (2) months before the
licensee submits its application to the appointed water company or otherwise verified by the
customer as being in force as at the date of the licenseersquos application
26 If the licensee has chosen to use the common contract as the access agreement between the
parties and provided all of the information required of it by that contract the appointed water
company shall not reject the licenseersquos application on the grounds of insufficient information
27 An appointed water company shall not recover from a licensee any costs of processing an access
application
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
28 An appointed water company shall not charge the licensee for providing copies of any documents
relating to the transfer of a customer or for clarifying its policy and information requirements
29 A licensee shall not charge the appointed water company for providing any information which is
necessary for the carrying out of the appointed water companyrsquos functions
210 The parties shall comply with any reasonable request for information received from each other
3 Access pricing
31 This section provides guidance with respect to the fixing of access charges in accordance with
section 66D(6) of the Act
32 Appointed water companies shall publish indicative charges for the wholesale supply of water
These charges shall be published in such manner as may be specified by Ofwat
33 Appointed water companies operating wholly or mainly in England shall as a minimum publish
indicative wholesale supply charges for customers consuming 5Ml 25Ml 50Ml and 500Ml per
year If an appointed water company has a tariff with a threshold between 5Ml and 50Ml per year
it may publish indicative wholesale supply charges relevant to that tariff instead of for customers
consuming 25Ml per year An appointed water company must publish indicative wholesale supply
charges for at least one consumption point between 5Ml and 50Ml per year
34 Appointed water companies operating wholly or mainly in Wales shall as a minimum publish
indicative wholesale supply charges for customers consuming 50Ml and 500Ml per year
35 The indicative charging information published by an appointed water company shall clearly show
the difference between its standard retail charge and the wholesale supply charge it has
calculated
36 The indicative charging information published by an appointed water company shall include
(a) Charging data for a period of five (5) years starting with the current charging year
(b) The difference in wholesale supply charge where
(i) the licensee pays its charges in arrears and
(ii) the licensee pays its charges in advance
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
Charges at (b)(ii) shall be calculated in accordance with paragraph 4 of schedule 2 to the
common contract and
(c) The discounts for the first and second customer of a specific licensee
37 Indicative wholesale supply charges published by an appointed water company shall be for the
service defined in clause 2 of the common contract
38 When publishing or amending any indicative charging information an appointed water company
shall explain any assumptions it has made for the purpose of calculating that information
39 Indicative charging information shall be reviewed by an appointed water company every year by 15
October This information may also be reviewed at any other time An appointed water company
shall notify Ofwat and publish updated information on its website within seven (7) days of making
any modifications to its indicative charging information
310 If requested an appointed water company shall provide Ofwat with information to explain how it
has calculated its indicative wholesale supply charges Such information shall be provided in such
manner and by such time as Ofwat may specify
311 Nothing in this operational code limits an appointed water companyrsquos ability to publish indicative
charging information for supplies and in respect of circumstances which are not specified in this
section
312 If a licensee has made an application to an appointed water company in respect of the supply to a
particular customer the appointed water company may offer its published indicative wholesale
charge for such supply if it considers that charge to be appropriate
4 Dispute resolution procedure
41 This section sets out the dispute resolution procedure applicable to all disputes and differences arising out of or in connection with this operational code
42 The parties shall in the first instance attempt to resolve any dispute or difference using the following procedure
(a) Either party may serve a notice on the other party which expressly refers to this section and provides sufficient information to enable the other party to understand the nature of the dispute or difference Following service of such a notice the parties shall each use reasonable endeavours to resolve the dispute or difference
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
by prompt discussion in good faith at a level appropriate to the dispute or difference in question
(b) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of the notice being served an appropriate representative of each partyrsquos senior management shall attempt to resolve the dispute or difference by prompt discussion in good faith
(c) If the dispute or difference remains unresolved after 10 working days (or such other period as agreed by the parties) of such referral to senior management then unless the parties agree otherwise this initial procedure shall be treated as having been exhausted
43 For any dispute or difference which has not been resolved through the initial procedure in section 42 either party may
(a) refer it to such alternative dispute resolution process as agreed by the parties or
(b) refer it to a competent authority provided that such authority has specific powers to resolve the dispute or difference
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
C Application for wholesale agreement
1 Definition of services
UUW will offer services to a Licensee for the purposes of supplying water to the Licenseersquos eligible customers subject to terms and conditions agreed with the Licensee in accordance with Ofwatrsquos Access Code Guidance and the Costs Principle These services are defined in terms of UUW being the primary undertaker (section 66A of the WIA91) Wholesale water supply by UUW is defined as the sale of water by UUW to a Licensee at the point of metering at the customerrsquos premises
2 Roles and responsibilities
UUWrsquos Access Code conforms to the following high level principles which will also govern its approach to negotiating access agreements UUW has a duty under the Water Industry Act 1991 to supply water to premises in its area The
activities of the Licensee shall not prejudice this duty UUW will retain ownership management and control of its supply system Licensees must co-
operate with UUW in its role as supply system operator Licensees must also behave in a responsible manner that does not put at risk UUWrsquos ability to manage the supply system
The Licensee will not become the owner of any of the supply system even where the Licensee has contributed to the construction or improvement of the supply system
UUW will retain primary responsibility for managing emergency procedures relating to all of its system
The supply to the Licenseersquos customers (up to the Point of Exit) will normally be subject to the same conditions in terms of interruptions pressure and other conditions as is the supply to UUWrsquos customers
UUW shall provide water to the Point of Exit that is consistent with the quality in the local area in which the Licenseersquos customers are connected
Role of key industry players The application for access to UUWrsquos supply system is the first step in a potentially long relationship between UUW and the Licensee It is in the interests of all customers for UUW and the Licensee to work together in the negotiation of an access agreement that allows this relationship to be co-operative and constructive UUW will comply with its duties and obligations under its appointment conditions and relevant legislation and expects that Licensees will act in a similarly responsible manner
Licensees have a duty to comply with the eligibility requirements as specified in section 17A (3) WIA91 relating to non-household premises the threshold requirement or supply by only one Licensee
Ofwat has a role in issuing guidance to cover various aspects of the competitive regime and undertakers and Licensees will comply with this Under section 66D of the WIA91 Ofwat has the power to modify or terminate an access agreement if it has not been made in accordance with Ofwatrsquos guidance or with the costs principle set out in section 66E of the WIA91
UUW will retain responsibility for ensuring compliance with the Water Supply (Water Fittings) Regulations 1999 on any premises connected to its supply system and under the WIA91 may refuse to make a supply to premises which contravene the regulations
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
3 Information requirements
In order for us to process an application we will require Either sufficient information to enable completion of the common contract or an alternative contract
specifying details of variances from the common contract Completed data sheet (s) a customer consent form signed by an appropriate representative of the customer containing the
details specified below These documents are available at wwwUnitedUtilitiescom
4 Applying for access
The customerrsquos consent to switch supplier shall include the following information
Contact name(s) for the customer
Full contact details for the customer
Any customer reference number provided by the existing supplier
Meter serial number(s) if known
and
Previous three (3) yearsrsquo water consumption if available
In addition the following information is requested
Meter location(s) if known
5 Objections and rejection process
The dispute resolution procedure is set out within Ofwatrsquos operational code and should be followed in order to resolve all disputes and differences arising out of the wholesale water supply application process Ofwat also has powers to determine disputes about the eligibility of premises the terms and conditions of proposed access agreements and the conditions for refusing supplies Further information is available on Ofwatrsquos website under Water Supply Licensing httpwwwofwatgovukcompetitionwslprs_web201109wsl Licensees may refer their dispute to Ofwat for determination at any stage if they believe that the customer specific agreement does not conform with the Costs Principle or Ofwatrsquos Guidance on Access Codes
6 Confidentiality UUW licence Condition R requires that legally enforceable terms exist concerning the confidentiality of information and that UUW not use or disclose information inappropriately
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
UUW request that a confidentiality agreement be entered into prior to entering negotiations in line with UUW licence condition 71 A draft copy of the proposed confidentiality agreement is available from the UUW website
Water Supply Licence standard condition 2 (2) requires that a Licensee shall not use or disclose information received from a relevant water undertaker in the course of or in contemplation of its dealings with that undertaker under sections 66A to 66C of the WIA91 (wholesale water supplies and introduction of water into a supply system) exceptmdash (a) to the minimum extent necessary for those dealings (b) where required or permitted by law or (c) where otherwise agreed with the relevant water undertaker
7 Eligibility requirements
In all cases and for all aspects of eligibility it is the responsibility of the Licensee to ensure that the premises of a potential customer are eligible Unless doing so in pursuance of its licence it is a criminal offence for a Licensee to use a water undertakerrsquos supply system for the purpose of supplying water to any premises of a customer or for a Licensee to introduce water into a water undertakers supply system see section 66I and 66J WIA91 It is therefore a criminal offence for a Licensee to breach any of the eligibility requirements set out in the WIA91 In addition any Licensee that contravenes the eligibility requirements may face enforcement action by Ofwat under section 18 WIA91 and may incur financial penalties Alternatively a Licensee could face revocation of its licence in accordance with the Standard Conditions of Water Supply Licences
Section 17A WIA91 prohibits the supply of a single premises by more than one Licensee However a premises may be supplied by a single Licensee and one or more undertakers
A set of premises may change in such a way as to require the threshold to be satisfied a further time For example a customer may sell part of its premises so that the original premises is split and is occupied by different customers
A Licensee should seek its own legal advice if it is unsure whether a customerrsquos premises are eligible It is the Licenseersquos ongoing responsibility to monitor and ensure that any premises it supplies are eligible
For further information please refer to Ofwatrsquos Guidance on Eligibility httpwwwofwatgovukcompetitionwslgud_pro_wsleligpdf
8 Attachment to the supply system
Customers can only be supplied by Licensees if they are connected to the supply system The supply system is defined in section 17B (5) WIA91 It can be summarised as any water mains and other pipes used for the purpose of conveying potable water from a water undertakerrsquos treatment works to customerrsquos premises and any water mains and other pipes used to convey non potable water from any source to premises that are not connected directly or indirectly to any water mains or pipes connected to those treatment works
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
9 Customers in debt
The customerrsquos old supplier may object to the customerrsquos transfer to a Licensee if there is any debt associated with the supply of water to the customer Debt is defined in Condition S and Standard Licence Condition 6 as charges in relation to water supplied to the premises of a customer which have remained unpaid for 30 days or more after the date that the old supplier has served notice on the customer demanding payment or which is not subject to query or dispute at the time of the request
If there is outstanding debt and arrangements are not in place for the repayment of any outstanding water debt an objection to the customer transfer can be raised by the old supplier in accordance with the Customer Transfer Protocol
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
D Customer Transfer Protocol (CTP)
See the Ofwat guidance on CTP for the process of switching supplier once agreement is in place httpwwwofwatgovuk
The CTP specifies the data flows the data items required within each data flow and the timescales that apply for transmission of those data flows All Licensees and water undertakers must comply with those requirements
All Licensees and water undertakers must give details of the name and contact details (which must include an email address) of the person to whom Licensees and water undertakers should send all CTP data flows in the data format prescribed by the CTP For UUW these are
Company details United Utilities Water Limited Contact Name CTP Manager Email WholesaleServiceDeskuuplccouk
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
E Metering services
1 Meter asset management
UUW will provide customer metering data (location meter type) to the Licensee during transfer of the customer in accordance with the Customer Transfer Protocol
2 Metering solutions available
Licensees to consult with UUW if the customer requires an alternative metering solution
3 Meter installation
Any requests received by UUW from a Licenseersquos customer to become metered will be forwarded to the Licensee for processing A meter on UUWrsquos supply system will remain the property of UUW UUW will continue to own the meter (or meters) at a customer premises where this is the case If the Licensee wishes to change the customer meter the Licensee shall pay for the change in accordance with the UUW charges scheme
4 Meter maintenance
The Licensee must ensure that UUW can have reasonable access to its own meters so that UUW can carry out its responsibilities The Licensee should notify UUW if it becomes aware that a meter stops is faulty or is damaged in any way
5 Meter calibration verification
UUW will verify meter accuracy at the request of the Licensee Requests received by the Licenseersquos customer will be forwarded to the Licensee for processing If a meter is found to be reading within tolerance there will be a charge for this service Details can be found in the UUW charges scheme
6 Meter reading and meter reading verification
UUW will expect the Licensee to read input and customer meters at an agreed frequency and to provide meter readings promptly to UUW for use in system charging balancing and top-up requirements UUW retains the right to have access to and read both input and customer meters at any time
If meter readings cannot be obtained estimates based on historical data will be utilised At the next scheduled meter reading date providing that actual readings are obtained any under or over estimating will be set right within the subsequent account
Disputes with regard to meter readings will be resolved between UUW and the Licensee based on the Water (Meters) Regulations 1988 The Licensee will be expected to pay the undisputed amount within their agreed payment terms
A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
F Supply system maintenance and emergency procedures
1 Planned system maintenance
Responsibility of water undertaker
System outages for planned maintenance purposes will be agreed with the Licensee
UUW will maintain all assets from and inclusive of the UUW valve at Point of Entry up to and inclusive of the valve at Point of Exit
UUW shall agree with the Licensee the period of notice that UUW will give to the Licensee for planned maintenance work
There may be exceptional circumstances where critical essential maintenance is required in order to safeguard the integrity of UUWrsquos supply system Under these circumstances UUW reserves the right to carry out planned maintenance without the prior agreement of the Licensee UUW will take account of the impact on both UUWrsquos and the Licenseesrsquo customers when planning and carrying out such work
Responsibility of Licensee
System outages for planned maintenance purposes will be agreed with UUW and scheduled to minimise the impact on UUWrsquos customers
The Licensee shall agree with UUW the period of notice that the Licensee will give to UUW for planned maintenance work
2 Emergency procedures for dealing with specific events issues and incidents
The responsibility for managing emergency procedures for the supply system lies with UUW The Licensee and UUW shall agree the responsibilities for managing emergency procedures beyond the supply system prior to the transfer date
The Licensee will respond immediately to resolve any failures that arise from the Licenseersquos assets or activities which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree between them notification and response procedures to circumstances that can put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
Where appropriate the Licensee and UUW shall co-operate to resolve any failures which arise from the actions of either party or a third party or other cause which put health safety the environment drinking water quality quantity and or UUWrsquos assets at risk
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency
The Licensee shall ensure that maintenance of its emergency procedures is undertaken promptly to maintain alignment with UUWrsquos emergency procedures
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
The Licensee may be required to take part in joint exercising of the Emergency Procedures and Contingency Plans and will be expected to take part in any emergency operational planning exercises that would cover either its assets or its customers
For any incident affecting the supply system UUW shall determine the need for any post incident review and the responsibility for preparing such reports UUW shall involve the Licensee as necessary and determine respective responsibilities and action plans for the remedial measures required UUW shall determine the respective elements of the appropriate costs to be borne by UUW and the Licensee
The Licensee shall cooperate with UUW in the preparation of any post incident reviews required by UUW The Licensee shall implement any Action Plans agreed with UUW arising out of the reviews as required
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
G Customer contact arrangements
1 Special Consumers
UUW will require details of any customers who may require a special response in the event of an incident in order to ensure that such a response is provided promptly The Licensee will also be required to provide its own 24 hour contact details to enable UUW to contact the Licensee A special customer is defined in Condition R 8(6) of UUWrsquos Condition of Appointment and Standard Condition 5 (10) of Water Supply Licences as a person or a member of a class of persons who ndash UUW and the relevant licensed water supplier agree or Ofwat specifically or generally determines by relevant notice regularly requires water urgently on
medical or other grounds
The Licensee and UUW shall agree the relevant categories of Special Consumers If the Licenseersquos categories differ from UUWrsquos then the former shall be capable of mapping onto the latter in a manner approved by UUW The Licensee should note that UUW may have additional categories as part of its own Customer Commitments
UUW will provide special response to the Licenseersquos Special Consumers in exactly the same way as it would for its own customers
The Licensee and UUW shall agree the procedure for communication with customers (including Special Consumers) on the supply system in the event of an emergency However if the Licenseersquos Special Consumers contact UUW during an emergency this contact will be processed by UUW in order to ensure a swift response and the Licensee shall be informed of the contact and the UUW response
2 Large scale customer warning procedures
UUW may carry out large scale customer warning procedures (eg carding a wide area or using local media) which will by their nature encompass both UUWrsquos customers and the Licenseersquos customers UUW will endeavour to keep the Licensee informed of such warning It will be clear to the customer that such warnings originate from UUW as the operator of the supply system
3 Arrangements for press liaisons
In the event of a major incident on the supply system press liaison will be the responsibility of UUW
4 Emergency contacts
Responsibility of water undertakers UUW will be responsible for any incident on its supply system or other assets and will notify the Licensee promptly of any incident that could affect the Licenseersquos assets or customers The Licensee will provide UUW with an emergency contact number
Responsibility of Licensees Licensees are responsible for any incidents on their assets or incidents on their customerrsquos sites that could affect the supply system The Licensee should contact the UUW Operations Response Centre promptly if they become aware of an incident that could affect UUWrsquos assets or any information that might indicate an incident on UUWrsquos assets
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
5 Provision of information to the sewerage undertaker
The relevant sewerage undertaker will continue to maintain a relationship with any customers to whom it provides a sewerage service A Licensee will have an obligation under the WIA91 to provide accurate and timely meter readings and customer information to enable the sewerage undertaker to bill its customer in an accurate and timely manner In order to ensure that these obligations are met the sewerage undertaker will need to be informed of the Licenseersquos application and to make arrangements with the Licensee
For the vast majority of eligible customers in UUWrsquos appointed area for water UUW will also be the sewerage undertaker and arrangements for the transfer of relevant information will need to be made
6 Reportable situations
UUW Operational Incident Management Procedure (CO 10001) details the procedures to be taken to report any situation which has the potential to or has already led to the declaration of an incident as defined by the Drinking Water Inspectorate or other Regulators The obligations of the Licensee and UUW shall be identical when both parties individually or together are operating assets at any stage during the collection production or delivery of water at before or after the Points of Supply and Entry
7 Billing and Debt Collection
Responsibility for billing collection and debt associated with the Licenseersquos customers for water services rests solely with the Licensee A Licensee may ask UUW to provide billing services on their behalf This will be by agreement between the Licensee and UUW and charged accordingly
8 Customer details
The Licensee is required to provide up to date data regarding its customerrsquos data Any change of occupier or occupier status must be promptly notified to UUW
If a property becomes empty the Licensee will inform UUW giving the date the property becomes empty reasons and an indication of the duration the property will be empty if known
Where a customer alters a property or if the property is split or merged especially where a customer makes alterations to its activities such that its demand for water alters significantly the Licensee will inform UUW
9 Final invoice
Following a transfer from UUW to a Licensee the customer will receive a final water invoice from UUW showing a final consumption reading at the point at which the change to the Licensee took place as detailed in the Ofwat customer transfer protocol guidance
UUW will take appropriate action against the customer if the customer does not pay the final invoice
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
10 Water supply queries
The Licensee has full responsibility for the relationship with its customers
The Licensee is responsible for handling all enquiries or complaints relating to billing (and collection of revenues) and water supply activities for its customers The Licensee is the first point of contact for these types of queries Any queries relating to UUWrsquos supply system received by the Licensee shall be forwarded promptly to UUW for resolution
Should the Licenseersquos customers contact UUW regarding a billing or water supply query they will be referred to the Licensee If an emergency has occurred and UUW has been notified by the Licensee of the relevant details UUW will endeavour to answer enquiries In the case of emergencies where there are health and safety issues or risk to supply system integrity then UUW should be able to contact Licenseesrsquo customers (and Licenseesrsquo customers should be able to contact UUW)
11 Sewerage queries
UUW will generally retain its existing relationships with its sewerage customers However by exception UUW and the Licensee (with the customersrsquo involvement) may agree a commercial arrangement for the Licensee to conduct some or all of the contact on behalf of UUW
12 Complaint handling processes
UUW will handle complaints from the Licenseersquos customer in a timely and responsive manner as set out in sections 610 and 611 Should the Licenseersquos customer(s) feel that their complaint has not been resolved they then may refer to the Consumer Council for Water who may take up the complaint on their behalf
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
H Supply system connections
1 Obligations on water undertaker
UUW will retain responsibility for administering the Water Supply (Water Fittings) Regulations 1999 and may audit the customerrsquos premises in accordance with its planned work schedule or to investigate water quality issues The customer must ensure that any remedial works are undertaken in accordance with notices issued
2 Disconnection
UUW can disconnect customers premises when it is necessary for the purpose of carrying out works where it is reasonable to do so (section 60 WIA91) at the request of the consumer (section 62 WIA91) and to prevent contamination or waste (section 75 WIA91)
If the access agreement is terminated then the interim supply duty provisions (section 63AC WIA91) would immediately apply ensuring that the customer continues to receive water for up to 3 months The interim supply duty does not apply if it would put at risk the UUWrsquos ability to meet its existing supply obligations and its probable future obligations to supply water for domestic purposes or require unreasonable expenditure to do so
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
I Access Pricing
Indicative access prices are available from the following
httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Access prices are calculated in accordance with schedule 2 of the common contract
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
J Appendices
Glossary of defined terms See schedule 1 of the Ofwat access codes guidance
Appendix A - Forms
Customer Consent Form httpwwwunitedutilitiescomaccesscodesaspx
Common contract httpwwwunitedutilitiescomaccesscodesaspx
Appendix B - Indicative Access Charges
Indicative Access Prices httpwwwunitedutilitiescomdocumentsuu_access-indicative-prices-oct2016pdf
Appendix C useful documents
Ofwatrsquos website contains information on how to apply for a Water Supply Licence and the Conditions that apply to a Water Supply Licence Licensees should familiarise themselves with the guidance on Ofwatrsquos website in particular the Guidance on Customer Eligibility and the Customer Transfer Protocol
Useful documents are listed below
Primary and secondary legislation Water Industry Act 1991 httpwwwlegislationgovukukpga199156contents Water Act 2003 httpwwwlegislationgovukukpga200337contents The Water Supply (Exceptions from Supply System Prohibitions) Regulations 2005 httpwwwlegislationgovukuksi20053075contentsmade The Water Supply Licence (New Customer Exception) Regulations 2005 httpwwwlegislationgovukuksi20053076contentsmade The Water Supply Licence (Application) Regulations 2005 httpwwwlegislationgovukuksi20051638contentsmade The Water Supply (Water Fittings) Regulations 1999 httpwwwlegislationgovukuksi19991148contentsmade Competition Act 1998 httpwwwlegislationgovukukpga199841contents Water (Meters) Regulations 1988 httpwwwlegislationgovukuksi19881048contentsmade
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
Statutory and non-statutory guidance Guidance on Access Codes httpwwwofwatgovukwp-contentuploads201510prs_web_acccodestemppdf Guidance on Eligibility httpwwwofwatgovukwp-contentuploads201511gud_pro_wsleligpdf Customer Transfer Protocol httpwwwofwatgovukregulated-companiescompany-obligationsbecoming-a-water-supply-licenseecustomer-transfer Guidance on Strategic Supplies httpwwwofwatgovukwp-contentuploads201511gud_pro_stratsuppguidpdf Consultation on Secondary Supplies httpwwwofwatgovukwp-contentuploads201608pap_con20160811wsale_supp_auth_condS_FINALpdf Competition and Markets Authority Competition Act 1998 guidance httpswwwgovukgovernmentcollectionscompetition-and-consumer-law-compliance-guidance-for-businesses
Other relevant documents DWI Information Letter 1304 Common Carriage Guidance on the Drinking Water Quality Aspects httpwwwdwigovukstakeholdersinformation-letters200413_2004pdf DWI Guidance on the implementation of the Water supply (Water Quality) Regulations 2000 (as amended) in England September 2010 httpdwidefragovukstakeholdersguidance-and-codes-of-practiceWS(WQ)-regs-england2010pdfDWI Guidance on the Notification of Events httpwwwdwigovukstakeholdersguidance-and-codes-of-practicenotification20of20eventspdf Civil Engineering Specification for the Water Industry (CESWI) 7th Edition available from WRC httpceswiwrcplccouk BS6700 httpshopbsigroupcomProductDetailpid=0000000000301 88215 04WM039 Pipe materials selection and specification for use in contaminated land httpwwwukwirorgukwirlibrary358
Other relevant website Department for Environment Food and Rural Affairs httpswwwgovukgovernmentorganisationsdepartment-for-environment-food-rural-affairs
