Issue: 4 Date: September 2010

CODE OF PRACTICE FOR DOMESTIC CUSTOMERS

CONTENTS Page 1. INTRODUCTION 1 1.1 Background 1

1.2 How to obtain publications 1 1.3 Dee Valley Water plc 1

1.4 Company representative identification 2 2. SERVICES PROVIDED 3

2.1 Water quality 3 2.2 Water quantity 4 2.3 Pressure and constancy 4 2.4 Interruptions to supply 5 2.5 Water efficiency 6 2.6 Connection arrangements 7

3. BILLS AND ACCOUNTS 8

3.1 Setting of charges 8 3.2 Customer tariffs 9

3.2.1 Unmeasured water supplies 9 3.2.2 Measured water supplies 9 3.2.3 Option to take a supply by meter 10 3.2.4 Assessed measured charge 11 3.2.5 WaterSure charge 11

3.3 Payment options 12 3.4 Payment methods 12 3.5 Information for tenants 15 3.6 Notice of leaving 15 3.7 Discontinuation of supply 16 3.8 Payment difficulties 16 3.9 Collection of outstanding water charges 16 3.10 Sewerage services 17 3.11 Surface water drainage charge 18

4. PROVISIONS RELATING TO METERS 18 4.1 Meter reading 18 4.2 Testing of meters 18 4.3 Offences of tampering with meters 19 4.4 Use of meter readings for sewerage charges 19 4.5 Compulsory metering 19

5. LEAKAGE AND BURST PIPES 19 5.1 Leakage reduction 19 5.2 How to identify a leak 20 5.3 Responsibility for pipes and leakage 21 5.4 Installation of new meters on an existing supply 22

5.5 Measured Supplies – loss of water through leakage 23 5.6 Prevention of waste and contamination 23 5.7 Prevention of burst pipes 23

6. CUSTOMER INFORMATION 24 6.1 Additional services 24 6.2 Electrical earthing 24 6.3 Shared supply pipes 24 6.4 Lead 25 6.5 Badly rusted pipes 25 6.6 Power of entry 25 6.7 Pipelaying on private land 26 7. HOW TO CONTACT US 26 7.1 General communication 26 7.2 Complaints and disputes 26 7.3 Other Codes of Practice 27 8. CONTACT DETAILS 28 8.1 The Water Services Regulation Authority (Ofwat) 28 8.2 The Consumer Council for Water Wales (CCWater) 28 8.3 The Drinking Water Inspector (DWI) 29 8.4 The Environment Agency (EA) 29 8.5 Health Protection Agency 30 8.6 Environmental Health 30 APPENDICES Appendix 1 Guaranteed Standards Scheme Appendix 2 Complaints Procedure Appendix 3 Disputes Procedure

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1. INTRODUCTION 1.1 Background

All public water supply and sewerage services in England and Wales are provided

by private companies. We operate under a licence that has been granted by the Secretary of State for the Environment and are governed by the Water Services Regulation Authority (Ofwat). Ofwat is the regulatory body for the water and sewerage industry in England and Wales.

This Code of Practice is designed to inform our domestic customers of the main

services and commitments we provide and where and how to get advice and help. It also sets out the terms and conditions under which they are offered. This Code of Practice is approved and regularly reviewed by Ofwat.

1.2 How to obtain publications All customer information documents referred to in this Code of Practice are

available free of charge by telephoning our Control Room on 01978 846946 or by visiting our website, www.deevalleywater.co.uk.

The following procedures and policies are contained in the appendices to this

Code of Practice:- Appendix 1 Guaranteed Standards Scheme Appendix 2 Complaints Procedure Appendix 3 Disputes Procedure 1.3. Dee Valley Water plc Our contact details are:- Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4EH Control Room (Water Supply Issues)): 01978 846946 24 hours a day, 7 days a week Customer Accounts Department: 01978 833200 Monday to Friday 8.00am – 6.00pm Fax: 01978 846888 Email: contact@deevalleygroup.com Web Site: www.deevalleywater.co.uk

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We provide a supply of water to homes, offices, businesses and factories in and around Wrexham and Chester. We supply a population of approximately 259,800 over an area of 831 square kilometres.

We are a water only company and do not provide any sewerage services. There are three sewerage companies which operate in our area, Dwr Cymru Welsh Water, United Utilities and Severn Trent. The contact details for each company are provided in section 3.10.

1.4 Company representative identification In September 2005 we signed up to the National Cold Calling Protocol in

conjunction with Wrexham Trading Standards and North Wales Police. This means that, whenever possible, we will make an appointment with you before visiting you in your home. All our representatives carry identification cards that include their photograph and they expect you to check their identity before you allow them into your home. If you have any doubts, please contact our Control Room. You should never allow anyone into your home without checking his or her identification card first.

Remember:-

• Fasten your security chain before opening your door to anyone • Check their identification card before allowing them into your home • If they are unable to show you their identification card, do not allow them

into your home • If you have a registered password and they do not know what it is or appear

unsure, keep them out.

If in doubt KEEP THEM OUT and contact us on 01978 846946 (24 hours).

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2. SERVICES PROVIDED 2.1. Water quality We aim to supply all our customers with water that complies with the standards set

out in the Water Supply (Water Quality) Regulations 2010 and its subsequent amendments. The regulations are designed to meet Article 2 of Council Directive 98/83/EC ("the 1998 Directive"), namely to provide water intended for human consumption that is wholesome and clean.

Approximately 94% of the water we supply comes from surface water sources. Most of the water we supply is defined as soft, but water supplied in the north-east and Llangollen areas of our supply is classed as medium or hard. Water hardness may affect water using electrical equipment such as kettles, dish washers and washing machines. Our website www.deevalleywater.co.uk has further information on water hardness and other commonly asked questions. If you do not have access to the internet, please contact our Control Room.

We monitor the quality of our water supplies in accordance with the above

regulations. As part of the monitoring programme and the requirements of the Water Supply (Water Quality) Regulations 2010, we take water samples at a number of locations, including our water treatment works and also from customers’ taps. The locations are selected at random and, if necessary, we are able to obtain a warrant of entry from the Courts. We are required by law to provide water quality information by supply zone on request. The information is available free of charge and can be obtained from our website www.deevalleywater.co.uk or you can request that the information is sent to you by contacting our Control Room and we will respond within seven days of receiving your request. Alternatively, you can contact our Control Room and an appointment will be made for you to view the test results at our Packsaddle offices. If you are unhappy with the quality of your water please contact our Control Room and we will investigate the matter for you. Investigations usually include taking a water sample from your tap and carrying out chemical analysis. We will then contact you to explain the results.

The Drinking Water Inspectorate (DWI) acts as an independent body whose main role is to check that water companies supply water that is safe to drink and that it meets the standards set out in the Water Quality Regulations. You can obtain independent advice on the quality of your water from the Drinking Water Inspectorate (DWI) who can be contacted at the following address:- Drinking Water Inspectorate 55 Whitehall London SW1A 2EY Tel: 0300 068 6400 Email: dwi.enquiries@defra.gsi.gov.uk

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Although a very rare occurrence, exceptional or emergency situations may result in the water that we supply not being fit for consumption. If this occurs, we will inform you by using a variety of methods, including in writing: by letter or card, loud hailer and the local media. We will provide details of where wholesome water supplies can be obtained or what action needs to be taken to ensure that the water is safe, for example, boiling before use.

2.2 Water quantity

We have a duty to ensure that there are sufficient supplies of water for all domestic needs. Every 5 years we publish our Water Resources Plan, which outlines our strategy to meet customers’ demands for water during the next 25 years. During times of drought, when resources may be scarce, additional management may be required to maintain a supply of water to customers.

At such times, we will use selected methods of demand management by firstly encouraging voluntary customer restraint, for example, by asking customers not to water their gardens. If this is not sufficient, a hosepipe and sprinkler ban may be enforced, but our aim is that this should not be necessary more than once in 10 years. We have not had to issue a ban for many years and through managing our resources carefully we intend that this continues. In extreme and/or emergency situations we may have to provide alternative sources of supply or impose some form of rationing (our aim is that rationing should happen less than once in 100 years). We will take all reasonable steps to provide customers with information as to the availability of wholesome supplies in the unlikely occurrence of such circumstances. In the unlikely event that we have to interrupt our supply to you under the authority of a drought order, we will pay you compensation. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge

2.3 Pressure and constancy

We are obliged to supply water at a pressure which will ensure water reaches the topmost storey of every building, unless the building is at such a height that water will not flow to it by gravitation from a reservoir or tank.

In almost all cases this pressure standard will mean that:-

• water will rise to and fill a cold water storage tank at second floor roof level • the minimum flow at the cold water tap in the ground floor kitchen will be 9

litres per minute - this is equivalent to filling a one-gallon bucket in 30 seconds.

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Pressure and flow rates in your home can be affected by:-

• the height of the property above the water main and its height relative to the supply reservoir or local booster pump etc

• the condition of the service pipe • whether the property shares a service pipe with other properties.

When carrying out planned maintenance on our network, it may be necessary to reduce water pressure below the minimum standard of 7 metres static head. Where this duration is expected to last longer than 4 hours we will inform you prior to carrying out this work. If water pressure falls below 7 metres static head for an hour or more on 2 separate occasions within the same 28-day period, you may be entitled to an automatic compensation payment. We verify eligibility for compensation payments by reviewing continuous pressure monitoring records and test results. If you think the pressure of supply to your property is too low, you should contact our Control Room, see section 7.1 for contact details and we will investigate. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge

2.4 Interruptions to supply

We aim to deliver a constant supply of water to our customers. In order to maintain our network or to connect new properties, we have to carry out planned interruptions to the water supply. We will provide at least 48 hours written notice if the interruption is going to last more than 4 hours. For interruptions that are planned to last less than 4 hours, you may receive less than 24 hours written notice. If interruptions of less than 30 minutes are planned and the disruption therefore slight, we may be unable to warn you in advance. This type of disruption will normally occur between 12 midnight and 6am and most commonly happens when we are testing sections of mains for leaks. If this is likely to cause you a specific problem please contact our Control Room. There may be occasions when an unplanned event, such as a burst or an incident caused by a third party, occurs. During these unavoidable incidents, pressure and constancy of supply may be disrupted without notice. In such cases, every effort will be made to return supplies to normal as soon as possible. We are aware that some of our customers cannot manage without water, such as customers on home dialysis or those who need to take regular medication. If this applies to you, we will arrange to deliver bottled water to you in the event of a supply interruption. To register for this service please contact our Customer Accounts Department. If there are any unforeseen problems with your water supply, you will be advised by us on what action you should take. We will post leaflets and use public address

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systems, provide information on our website and, in some circumstances, use local press and radio to keep you informed. Information can also be obtained by calling our Control Room. If your supply is interrupted because of an unexpected incident, we will restore your supply as soon as possible. We will restore your water supply following a burst or leak on a strategic main within 48 hours and within 12 hours following any other incident. If we fail to do so, you may be entitled to compensation under our Guaranteed Standards Scheme. If the interruption lasts longer than 24 hours we will provide you with an emergency supply - normally from containers, standpipes or bowsers. Information about our minimum levels of service and compensation can be found in Appendix 1 Guaranteed Standards Scheme, see section 1.2 for details on how to obtain additional copies free of charge.

2.5 Water Efficiency

As part of our legal duties, we have developed a Water Efficiency Strategy which sets out our aims to reduce leakage and promote water efficiency to our customers. You can find out how much water you use by carrying out a water audit. Forms can be found on our website, or in our Guide to Water Services which is sent out with your bill. Alternatively, you can contact our Customer Accounts Department. We have produced a “Guide to Using Water Efficiently at Home” which provides information on water saving. You may also find it beneficial to install a Save-A-Flush device in your toilet cistern in order to reduce the amount of water used when flushing. These devices are available free of charge by returning a self meter read card, by completing the form on our website www.deevalleywater.co.uk, or by contacting our Customer Accounts Department. If you have low water consumption and your water bill is based on a rateable value, it is possible that you could reduce your water and sewerage bill by opting to have your water supplied through a water meter, see section 3.2.3 for further details. If you are interested you should contact our Customer Accounts Department. The following hints may help you to reduce water usage:- • turn the tap off when brushing your teeth • have a shower rather than taking a bath, it uses less water and energy • collect rainwater for use in the garden, it’s better for plants and it’s free • use hoses sparingly and fit a trigger control • install a save-a-flush device in your toilet to reduce the amount of water used • buy water efficient appliances when replacing any item in the home which

uses water • always use a full load in washing machines or dishwashers • act promptly to repair dripping taps or overflows

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• ensure that any exposed pipes are lagged to reduce the risk of bursts during cold weather.

2.6 New connection arrangements

We have a statutory duty to provide a water supply to all new properties within our area of supply, in accordance with the Water Industry Act 1991 and as part of the connection process we require all new supplies to be metered. If you require a new connection or would like some help, you can contact our Control Room and we will assist you with the application process. Alternatively the relevant information and application form is available to download from our website www.deevalleywater.co.uk. The application form tells you what you must do before we will make the connection. This will normally include:- • laying your part of the service pipe to our specification which may be

subject to an inspection • paying all costs of the connection for which you are responsible • providing a separate service pipe to each part of the building or premises that is

separately occupied • ensuring that water regulations are complied with • obtaining any necessary consents from other landowners. We will respond to all applications for new connections within a reasonable period of time, which will not be longer than 3 working days. We will normally only conduct a site visit where we require further information before providing a quotation. Once you have complied with all of the above and provided payment, we will connect the service pipe to the mains within 21 days. The costs of a new connection are chargeable and include:- • the cost of making the connection • the cost of laying our part of the service pipe including the installation of the

stop tap and any meter; and • a fixed contribution to our overall costs of making water supplies available,

this is called an infrastructure charge. The infrastructure charge for household connections is a charge intended to cover the costs that we incur in enhancing the local network of mains (including local service reservoirs or local pumping stations) to meet the extra demand created when new properties are connected.

These costs are reviewed on an annual basis and are detailed in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge. If we cannot supply your property from existing mains, you can ask for a new main to be installed, this is called a requisition main. We will charge you and any other applicants, any difference between the income received from water supply

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charges and our reasonable costs in providing the main. This amount may be paid over a 12 year period or paid as a single commuted sum. We may also require a security deposit from you before doing the work. We will provide the main within 3 months of receiving payment and you meeting all the requirements. If we exceed this deadline and you sustain loss or damage as a result, you may have a legal claim against us. If we cannot agree on the amount to be paid (including the commuted sum amount or the security deposit) the matter can be referred for dispute resolution. Our Disputes Procedure which can be found in Appendix 3 of this document, sets out the process for dispute resolution, including referring the matter to Ofwat. See section 1.2 for details on how to obtain additional copies free of charge. For the self-laying of mains, we expect you to comply with the national Self Laying of Water Mains and Services Code of Practice and any additional requirements as set out in our Code of Practice for Self Lay. Our Code sets out our policies and requirements for self lay activities. Our charges relating to self lay are set out in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge.

3. BILLS AND ACCOUNTS 3.1 Setting of charges

The prices that Dee Valley Water and other water companies can charge their customers are regulated by Ofwat. The price limits are based on a comprehensive five-yearly strategic business plan prepared by us as part of the Periodic Review Process. Our Business Plan sets out in detail the investment requirements to maintain and improve our service, as well as any required changes resulting from alterations to UK and European regulations and what it will mean to our customers in terms of services and prices. The price limits for the five-year period commencing 2010 were set by Ofwat in November 2009. The price limits for the five-year period commencing 2015 will be set in November 2014. The fact that charges may increase at a rate above inflation reflects the significant amount of investment required to achieve the necessary standards for your water supply. The change in charges each year will be calculated by applying the formula RPI + K, where RPI is the retail price index published in November of the previous year and K is a value approved by Ofwat which companies are allowed to increase charges by. K is determined during the Periodic Review Process and is influenced by our ability to provide a good service to our customers.

When developing a Business Plan, we take into account the views of our customers on what our strategic objectives should be and on the value for money of the services we provide. In our Business Plan, the major focus for investment is on the replacement and maintenance of strategic assets, particularly water mains and treatment works. This focus should ensure that we continue to maintain a safe water supply.

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Once a year, we send all of our customers a copy of our Guide to Water Services leaflet, this gives information about all of our billing tariffs. In addition, the charges for all of our services are set out in our Scheme of Charges document, see section 1.2 for details on how to obtain a copy free of charge.

3.2 Customer tariffs

We provide customers with a water supply on an unmeasured (unmetered) basis or on a measured (metered) basis.

3.2.1 Unmeasured water supplies If you do not have a meter, you will be charged on the basis of the Unmeasured

Water Supply Charge, this is made up of:-

• standing charge for each separately occupied property, and • a rateable value based on charges calculated on the relevant rateable value of

the premises to which the water supply is made available.

Unmeasured water supply charges are payable in advance. Sections 3.3 and 3.4 set out the various methods and frequencies of payment available to customers. Rateable values were set by the District Valuation Officer prior to 1990 and are based on the size of the property, number of rooms, location and amenities available.

3.2.2 Measured water supplies

If you have a meter, you will be charged on the basis of the Measured Water Supply Charge, this is made up of:-

• a standing charge determined by the size of the water meter. The standing

charge covers the cost of reading and maintaining the meter and replacing it when it becomes necessary

• a volume charge based on the consumption of water recorded by the meter.

Measured water supply charges are payable in arrears, once the consumption has been established. Sections 3.3 and 3.4 set out the various methods and frequencies of payment available to customers.

We send out four bills a year. One is based on an actual meter reading carried out

by us and the other three are based on estimated readings. We calculate the estimated readings based on the past consumption history for the property.

Whenever you receive an estimated bill, you can send us your own meter reading. To do this you can either fill in the yellow self-read meter card included with your bill, contact our Customer Accounts Department or visit our website. We will enter your reading into our system to improve the accuracy of future estimations and if we receive your reading promptly, we may issue a revised bill.

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You will be charged for all water registered on the meter, including any which may be running to waste through defective pipes and fittings. We therefore strongly advise you to read your meter regularly so that any excessive consumption can be detected promptly.

3.2.3 Options to take a supply by meter

You may find that your water bill decreases if you ask us to install a meter. This may be particularly true if your property has a high rateable value and/or a low occupancy level, ie you live on your own. If you contact our Customer Accounts Department we will help you to decide if you would benefit from having a meter installed. There is no charge for fitting an external water meter and boundary box. We will only install a meter if the premises has a single supply pipe and no other properties are supplied from the same pipe. Details about the meter installation process are contained in our Free Optional Meters for Domestic Households Leaflet, see section 1.2 for details on how to obtain a copy free of charge. All meters, meter pits and covers remain our property at all times. Our preferred location for a meter is at the boundary of the premises. If requested by you, we will consider installing a meter at another location, providing it is practicable to do so. You will have to pay any additional charges for the installation of a meter not in our preferred location. We will consider waiving any additional charges for customers who have difficulty in reading their meter, for example, through age or illness. If there is a disagreement about meter location, our Disputes Procedure, detailed in Appendix 3 of this document sets out the process for dispute resolution, see section 1.2 for details on how to obtain additional copies free of charge. If an agreement cannot be reached on the location of the water meter, the matter can be referred to an independent arbitrator. If your property is on a shared supply, separate connections will be required before a meter can be installed. You may request to revert back to unmeasured charges provided that you notify us in writing any time up to one month after the date of the fourth quarterly bill. You will remain liable for all metered charges prior to switching back to an unmeasured supply. If you choose to go back to an unmeasured charge, the meter will remain in place and any new occupier will be charged on our metered tariff. We aim to install meters within 3 months of receipt of a completed application form. The water and sewerage bills will continue to be calculated using the unmeasured supply charge until the meter is installed. If the meter is not installed by the end of the 3 months, water and sewerage bills will be calculated using an assessed measured charge (see section 3.2.4 below for details). Once the meter is installed, charges will be based on meter readings thereafter.

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3.2.4 Assessed measured charge

If you apply for an optional meter and it is not reasonably practicable to fit a meter, or it is unreasonably expensive to fit a meter, you may opt to have your water and sewerage bills calculated using an assessed charge. Where an assessed charge is applied it will be charged from the date of the property survey, which shall not be longer than 3 months from receipt of the completed application form. The assessed charge is based on the average consumption of customers who have previously opted to switch to a metered supply. Information about these charges are included in our Scheme of Charges, see section 1.2 for details on how to obtain a copy free of charge.

3.2.5 WaterSure charge

There are some circumstances in which some customers may need to use a larger amount of water than average. In these cases, qualifying customers may be entitled to a reduction in their water charges. The WaterSure tariff is set at the average charge for a household customer for water and sewerage. In cases where the standard charges for the household are lower than the charges calculated using the WaterSure tariff, the lower charging rate will be applied. Customers or a member of the household must be responsible for 3 or more children up to the age of nineteen who reside at the premises and are in full time education AND be in receipt of one of the following benefits or tax credits:-

• Council Tax Benefit • Housing Benefit • Income Support • Income Related Employment and Support Allowance • Income based Job Seekers Allowance • Working Tax Credit • Child Tax Credit (except families in receipt of the family element only) • Pension Credit

OR Customers or a member of the household must be in receipt of one of the benefits or tax credits listed above AND be diagnosed as suffering from one of the following medical conditions:- • Crohn’s disease • Ulcerative colitis • Abdominal stomas requiring treatment at home • Desquamation (flaky skin loss) • Weeping skin diseases (eczema, psoriasis, varicose ulceration) • Incontinence • Renal failure requiring dialysis at home, except where the health authority

contributes to the water consumed • Any other conditions resulting in significant additional water use.

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If the household is on a metered supply and the water supplied to the premises is not used for watering a garden, other than by hand, or to replenish a pond or swimming pool with a capacity greater than 10,000 litres, you will be entitled to a reduction on both your water and sewerage charges. If the household is not on a meter and Welsh Water provides the sewerage services you will be entitled to a reduction of your sewerage charges only. The reduced rate for sewerage services is set by Welsh Water. Customers may request a free meter installation in order to take advantage of the potential savings achievable by having a metered supply. Supporting documentation, such as a doctor’s letter or a copy of the benefit notification will be required. Customers should contact our Customer Accounts Department for further information and an application form, alternatively, you can visit our website, see section 1.3 for contact details.

3.3 Payment options

The table below sets out the payment frequencies that both measured and unmeasured customers may choose. Measured charges are billed in arrears and bills are sent out on a quarterly basis. Unmeasured charges are billed in advance and bills are sent out on an annual basis, to be paid either in full or in two instalments (April and October). If you wish to pay at a different frequency, call our Customer Accounts Department, see section 7.1 for contact details.

Payment frequencies offered are as follows:-

Unmeasured Measured Annually by 1st Apr ���� Biannually by 1st Apr & 1st Oct ���� Quarterly by 5th Apr, 5th Oct, 5th Jul, 5th Jan

���� ����

Monthly 12 payments Apr – Mar ���� ���� Monthly 10 payments Apr – Jan ���� Fortnightly 22 payments Apr – Jan ���� ���� Weekly 52 payments Apr – Mar ���� Weekly 44 payments Apr - Jan ����

If you are experiencing difficulties paying your bill, please contact our Customer Accounts Department as soon as possible and we will try to arrange a mutually acceptable payment plan.

3.4 Payment methods

Direct Debit payments:-

• If you would like to pay by direct debit, please fill in the form on the back of your bill or contact our Customer Accounts Department.

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• Please note that customers already paying by Direct Debit need not re-apply each year.

Payment frequencies for direct debit:-

Unmeasured Measured Annually 5th, 15th, 25th of month ���� Biannually 5th, 15th, 25th of month ���� Quarterly 5th, 15th, 25th of month ���� ���� Monthly 5th, 15th, 25th of month ���� ���� Weekly Thursdays only ���� ����

Standing Order payments:-

• Contact our Customer Accounts Department if you would like to set up a

standing order. • Please note it is your responsibility to ensure that the standing order

payments match the billed amount in each charging period. • If paying by standing order, you will need our bank account details, which

are: Sort Code 40-47-26, Account Number 91708864 and your billing reference which can be found on your bill.

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Other payment methods:- Cash Cheque Credit/

debit card

#

Is counterfoil

needed?

Is Billing Reference needed?

Make cheques

payable to

Are charges payable?

By post ���� ���� Dee

Valley Water

No

By telephone

01978 833200 Mon-Fri

8am – 6pm

���� ���� No

Telephone banking ���� ����## Free

Internet banking ���� ����## Free

Bank ���� ���� ���� ���� Dee

Valley Water

Free at your own

bank, counter

charge at other banks

Post Office ���� ���� ���� Post

Office Counters

Free for Alliance & Leicester

customers, otherwise counter charge

Paypoint ����### Free Local

authority (Wrexham

only)

���� ���� ���� ���� WCBC Free

Dee Valley Water’s website

���� ���� Free

# We may pass on any charges and fees levied by your credit/debit card company. ## Our bank account details are: Sort Code 40-47-26, Account Number 91708864 ### A PayPoint card is required for this method of payment, please contact our Customer Accounts Department. If paying by post, please use our FREEPOST address (no need for a stamp):-

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Dee Valley Water plc FREEPOST WX60 Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4BR

In the event of any agreed payment arrangement not being maintained you will be notified accordingly and the outstanding balance on your account will immediately become due for payment.

3.5 Information for tenants

If you live in rented accommodation, it is not always easy to identify who is legally responsible for the bill. Our water charges have to be paid and this is usually by the person who lives in the property and uses the water. If you are not sure who is responsible, check your tenancy agreement. If your landlord is responsible for the bill and owing to his non-payment we start to take recovery action against you, or if the bill is for a previous tenant, please call our Customer Accounts Department.

3.6 Notice of leaving You must give us at least two working days notice if you are moving out of a property or if you want someone else to take responsibility for the water charges. The two day notice period enables us to read the meter (if you have one) and send out a final bill. If you fail to give us notice of vacating the property, you will remain responsible for charges, either up to the next scheduled meter reading, or when the new customer advises us that they have moved in, whichever happens first. If you provide less than two days notice, you will be responsible for charges until 28 days after you notify us, unless we are notified by the new tenant or a scheduled meter reading takes place within this 28 day period. If you notify us after you move out we may require supporting information (such as a tenancy or sale agreement) to confirm the date on which you left. We will not make retrospective adjustments to your bill beyond the current charging year. If your account is in credit after paying the final bill, we will either transfer the credit to your new account or send your credit in the form of a cheque if you are moving within our supply area. If you are moving outside our supply area we will send your credit in the form of a cheque. This will normally be issued within 10 working days of the account being closed. To inform us about moving into or out of a property, contact our Customer Accounts Department.

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3.7 Discontinuation of supply

If you request that we disconnect the water supply to a property, you must provide us with 10 working days notice in writing. If you do not provide this notice we will not accept responsibility for any damage or loss that may be caused by the supply of water still being connected. In addition, you are responsible for ensuring that the stop tap is turned off. If you do not do this, we will not accept responsibility for any damage or loss that may be caused (for example if someone has accidentally left a tap on).

3.8 Payment difficulties

Water services must be paid for, but we understand that some customers may find paying bills difficult. Please contact us as soon as possible if you are having difficulty paying your water bill. The earlier you contact us, the easier it will be for us to help you. In most cases, where customers are having difficulty paying their water bill, we manage to reach a solution that is satisfactory to both parties, such as fixed weekly or monthly amount to clear the current charges as they fall due plus an amount off any arrears. Please contact our Customer Accounts Department. If your account is in arrears and you receive benefits, you may be eligible for the Water Direct scheme. Water Direct enables JobCentre Plus (Department for Work and Pensions) to pay some of your benefit allowance directly to us. The scheme ensures that payments do not exceed a specified proportion of your benefit allowance. To be eligible for Water Direct, you have to be in receipt of one of the following benefits:-

• Income support • Job seeker’s allowance • Income related employment and support allowance • Pension credit

If you do not have a meter, you may find that your water bills would be cheaper if you opt for a free meter installation. This may be particularly true if your property has a high rateable value and/or a low occupancy level, ie you live on your own. Please see section 3.2.3 for details.

3.9 Collection of outstanding water charges

If you do not pay or do not maintain a payment agreement, we may start court proceedings or contact a debt collection agency. We would like to avoid this course of action and customers are able to contact us at any point during the debt collection process to resolve the matter. If we instigate court action it will normally mean that you have to pay legal costs and charges.

We have prepared a Code of Practice for Collection of Unpaid Charges – Household Customers, which gives guidance to domestic customers. The Code is available free of charge, see section 1.2 for details on how to obtain a copy free of charge.

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3.10 Sewerage services

Sewerage charges cover the cost of providing and operating the public sewers, storm water drains and sewerage treatment works. We are a water only company and do not provide any sewerage services. Three companies, Dwr Cymru/Welsh Water, United Utilities and Severn Trent Water provide sewerage services in our area. We send out bills on behalf of Dwr Cymru/Welsh Water and United Utilities. This means that if you are connected to a mains sewer, your water bill, whether it is for a measured or unmeasured supply, will contain your sewerage charge as well as your water charge from us. If Severn Trent Water provides your sewerage service, you will receive a separate bill for sewerage services from Severn Trent Water.

If you need to contact Dwr Cymru Welsh Water their address is:-

Dwr Cymru Welsh Water Customer Services PO Box 690 Cardiff CF3 5WL Billing Enquiries: 0800 052 0145 Operational Issues: 0800 085 3968 Website: www.dwrcymru.com If you need to contact United Utilities their address is:- United Utilities plc PO Box 450 Warrington WA55 1WA

Billing Enquiries: 0845 746 1100 (8am - 8pm Mon-Fri, 8am - 5pm Sat) Operational Issues: 0845 746 2200 Website: www.unitedutilities.com If you need to contact Severn Trent Water their address is:-

Severn Trent Water Customer Relations Sherbourne House St Martin's Road Finham Coventry CV3 6SD Billing Enquiries: 08457 500 500 (8am - 8pm Mon-Fri, 8am - 1pm Sat)

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Operational Issues: 0800 783 4444 Website: www.stwater.com

3.11 Surface water drainage charge

Surface water is classed as water that enters a public sewer, but is not actually connected with sewerage, for instance rainwater or water from car washing. Sewerage companies charge customers for the water that they treat. If surface water does not enter into the public drainage system, customers may be entitled to a reduction of sewerage charges. To obtain such a reduction, customers should contact the appropriate sewerage company, see section 3.10 for details.

4. PROVISIONS RELATING TO METERS 4.1 Meter reading

We aim to obtain one meter reading in each financial year (two for customers on our Additional Services Scheme). If your bill is based on an estimated reading, you can provide your own reading by completing the yellow self-reading cards enclosed with estimated bills, visiting our website, or contacting our Customer Accounts Department. You will be charged for all water registered on your meter, including any which may be running to waste through defective pipes and fittings. Therefore, we advise you to read your meter regularly so that any excessive consumption can be detected promptly.

4.2 Testing of meters

The meters which we use are tested for accuracy before they leave the manufacturer, this test is approved by the Trading Standards Office. If you believe that your meter is faulty please contact our Control Room and we will investigate. If we believe that the meter is faulty we will replace it. If you disagree, you can request in writing that your meter should be tested. After receiving your request, we will tell you the name of the manufacturer or independent testing station who will carry out the test and the anticipated cost of the test (usually £70 depending on the size of the meter). The meter will be tested using processes set out in the Water (Meters) Regulations 1988 as amended. If you confirm that you still want to have the meter tested and are willing to pay for the charge, we will organise for the test to be carried out and send you a copy of the meter test results. If the tested meter is found to be within the prescribed limits of error you may have to pay for any costs reasonably incurred in carrying out the test. If the meter is faulty, we will adjust your water charges to account for any under or over recording of water use by the meter. The adjustment will apply from the date of the last but one meter reading, unless it can be proved that the fault occurred at a

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later date. If the meter has been under-recording, the adjustment will not exceed the average amount used in the six months period preceeding the occasion on which we last read the meter. You will not be required to pay for the meter test if it is faulty.

4.3 Offences of tampering with meters

It is illegal for anyone to tamper with, disconnect, or carry out any works that could reduce the accuracy of a meter without our prior knowledge and agreement. If you think that you will need to carry out such work, please contact us and we will give advice.

4.4 Use of meter readings for sewerage charges

If you have a meter, your sewerage charges will be based on the amount of water recorded on the meter. To help your sewerage provider work out your sewerage charges, we pass on details of the annual meter reading we take.

4.5 Compulsory metering There are circumstances in which we will require domestic customers to have a

meter:-

• if you have a swimming pool or pond with a capacity over 10,000 litres which is automatically replenished

• if you use any apparatus to water a garden other than by hand • if you have a bath with a capacity greater than 230 litres • if you have a unit that incorporates reverse osmosis • if the property does not have a rateable value and does not currently have a

meter • if the property is newly built • if a previous occupier opted for a meter and reverted back to an unmeasured

tariff, any new occupiers will be charged on a metered basis. We do not currently require the installation of a meter on change of occupancy.

5. LEAKAGE AND BURST PIPES 5.1 Leakage reduction

Every five years we agree an Economic Level of Leakage target with Ofwat and we carry out a program of leak detection and maintenance in order to achieve this target. We have a team of trained staff who locate and repair leaks. We have divided our pipe network into a number of zones and use leakage detection equipment and computer software to identify areas of high water use. If we suspect that there is a leak, we will visit the area and investigate. If we discover that there is a leak on your supply pipe we will let you know.

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If you see a leak, you can help us to keep our leakage level down by reporting it on our Leakline, free of charge on 0800 298 7112, 24 hours a day. 5.2 How to identify a leak

You can help to reduce the amount of water lost through leakage by regularly checking for leaking pipes. Not all leaks are obvious and some can go unnoticed for long periods of time. During periods of dry weather you should check your drives and paths for unexplained damp spots and check your lawns and borders as unusually lush vegetation is another sign that you may have a leak. You may also notice that the flow and pressure from your kitchen tap has reduced, this could also be a sign of a leak. If you have a water meter, you can carry out your own leak test:-

• Turn off your internal stop tap (this is usually located under the kitchen sink

or in the utility room). • Turn on the cold tap in the kitchen to check that the stop tap is completely

shut. A small amount of water will run from the tap as the pipe empties, if water continues to flow, the stop tap is not completely shut.

• Once the stop tap is completely shut, read your meter. The black numbers show the number of cubic metres of water used and the red numbers and dials show the fractions of cubic metres of water used.

• If possible leave the stop tap closed for at least an hour and re-read the meter.

• If your meter is outside, remember to replace the protective foam and lid, and turn the indoor stoptap back on.

If the meter was still turning or your second meter reading is different from the first you may have a leak. If this is the case, call our Control Room and we will try to help. If you cannot read your meter, or do not know where it is, or if you think the meter has stopped recording, contact our Control Room and we will investigate.

A leaking supply pipe can waste as much water in five days as an average family uses in a year. We have legal powers to issue you with a formal “Waste Notice” which requires you to mend the leak. The Water Industry Act 1991 Sections 73-75 gives us the legal right to insist that you repair a leak even if you do not qualify for our Leak Repair Scheme. If you do not repair the leak within 21 days, or if the leak has the potential to cause damage to another person’s property, we may carry out the remedial work and recover the costs of repair from you. If, in extreme cases, the leak endangers people, property or supply to other customers the supply may be cut off until the leak is repaired. If we send you a Waste Notice and you are not sure what to do, contact our Control Room.

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5.3 Responsibility for pipes and leakage

In most cases, we are responsible for the pipework between our water main and the boundary to your property and you are responsible for the maintenance and repair of the supply pipe, which runs from our stop tap or meter to your property. The diagram below shows the typical responsibilities for the maintenance and repair of pipework. The meter and meter chamber remain our property and responsibility.

However, on some occasions, more than one property may share a supply pipe. In these cases of shared supply, the responsibility for the pipe is normally shared between all of the customers who receive water through this pipe. Customers who have shared supply pipes may experience poor pressure due to the combined demand of all of the households that are supplied by the single supply pipe. In these situations, it is the responsibility of the customers to apply and pay for a separate supply pipe. The diagram below shows the typical responsibilities for maintenance and repair of a shared supply pipe.

Property Boundary

Customer’s Supply Pipe

Dee Valley Water’s Stop Tap

Dee Valley Water’s Main

KEY MAINTENANCE RESPONSIBILITY Property Boundary Dee Valley Water’s pipework Dee Valley Water responsible Stop Tap Dee Valley Water responsible Supply Pipe Customer responsible

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We have prepared a Code of Practice for Leakage which:-

• describes the procedure that we will follow in relation to any leakage from a supply pipe when a meter is installed

• describes the adjustment which, in certain circumstances, will be made to your metered water supply charges in respect of the volume of water lost through leakage on the supply pipe

• describes our free leak detection service and Leak Repair Scheme which subject to certain conditions, covers the first two leaks at a property

See section 1.2 for details on how to obtain a copy of our Code of Practice for Leakage and Leak Repair Scheme, free of charge. If you have an indoor leak or a leaking overflow pipe, you will be responsible for the repair and you will need to contact a plumber. We recommend that you use a WIAPS approved plumber. If you need help or require information about approved plumbers, call our Control Room.

5.4 Installation of new meters on an existing supply

When a water meter is first installed, we will check for leaks on your supply pipe and will let you know if you have a leak. We will repair the leak free of charge if no additional excavation is required. If additional excavation is required, then you are responsible for the repair and will have to pay for any water that passes through the meter even if it is lost through leakage. However you may be eligible for our Leak Repair Scheme, see section 1.2 for details on how to obtain a copy free of charge.

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3

1

Property Boundary

Property Boundary

Dee Valley Water’s Main

Dee Valley Water’s Stop Tap

KEY MAINTENANCE RESPONSIBILITY Property Boundary Dee Valley Water’s pipework Dee Valley Water responsible Stop Tap Dee Valley Water responsible Common Supply Pipe Customer 1.2.3 jointly responsible Common Supply Pipe Customer 2.3 jointly responsible Supply Pipe Customer 1.2.3 individually responsible

Dee Valley Water’s Main

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5.5 Measured supplies - loss of water through leakage

If you have a meter and there is a leak on your pipework, you will be charged for all water that is recorded on the meter even though some of this will be running to waste. As long as any leaks are repaired within 21 days and you make a claim within six months of the leak, you will be entitled to a "first time leakage allowance". This allowance is for excess over average use for both water and sewerage supplies and will be backdated to the earliest time that it can be identified that the leak occurred. Once a leakage allowance has been made, no future allowances will be made to you whilst you are the account holder for that property.

Further information can be found in our Code of Practice for Leakage, see section 1.2 for details on how to obtain a copy free of charge.

5.6 Prevention of waste and contamination

All water companies have a legal duty to enforce the Water Supply (Water Fittings) Regulations 1999. These regulations are designed to prevent the contamination, waste, misuse, undue consumption and erroneous measurement of water and you may be fined if you breach the requirements. The regulations provide guidance on the correct design, installation and modification of plumbing systems and should be referred to when carrying out any plumbing activities. You can request an appointment to view these regulations at our Packsaddle offices, by contacting our Control Room. We carry out inspections of new and existing installations, and require any breaches to be remedied as soon as possible.

As part of our legal powers, we are able to ask the Courts to provide us with a warrant to enter a premises to carry out any necessary inspections and to take samples if required.

5.7 Prevention of burst pipes

We recommend that you take precautions to prevent pipes from freezing during severe weather conditions. During cold weather, protecting your pipes from frost is cheaper than repairing any damage. If you do not take suitable measures to prevent your pipes from freezing you may not be covered by insurance. The following guidance will help reduce the risk of frost damage:- • Make regular checks of your property including any garages or outbuildings. • Ensure you know the location of the stop tap and ensure it is easy to operate

(stop taps should be insulated). • If a property has to be left unattended for any length of time we recommend

that the water system be completely drained. • Lag all pipes and fittings, both inside and outside, including those in the roof

space

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6. CUSTOMER INFORMATION 6.1 Additional services

We are aware of the special needs of certain customers and offer additional services to these customers. These additional services are fully described in our Additional Services leaflet, see section 1.2 for details on how to obtain a copy free of charge. The following list is a summary of the services we offer:-

• Bills in large print, Braille or audiocassette • Nomination of a friend/relative to receive your bills • If you are housebound we can visit you to explain your bills or collect payment • Password scheme for use when we contact or visit you • Additional support if your water supply is interrupted (such as bottled water if

you need water due to a medical condition or if you have difficulty hearing we will inform you of the interruption by telephone,)

• Additional meter reading per year

Customers can get more information and register for this service by contacting our Customer Accounts Department.

6.2 Electrical earthing

It used to be common practice to use the metal water service pipe for a building as a means of electrical earthing. This is no longer regarded as a safe method of installation and has been prohibited since 1966. However, buildings built before this date might still be earthed in this way. When householders or water companies replace metallic pipes with other pipework such as MDPE, it may affect the electrical earthing. In such instances, we strongly advise that you contact an approved electrician as the earthing of a property is an essential safety requirement and is the sole responsibility of the owner of the property.

6.3 Shared supply pipes

Some properties are supplied water from the same supply pipe and usually have joint responsibilities for maintaining and repairing this pipe (see the diagram in section 5.3 for details). Occasionally this situation can create problems with low pressure or flow. Where the above problems exist, any shared supplies may need to be separated in order to solve supply problems. The properties supplied using the shared supply are responsible for any costs associated with separating the supplies. If you think that you may be on a shared supply or require assistance, contact our contact Control Room. Due to this problem, it is our policy to require all new properties to be separately connected.

We may also require separate service pipes instead of a shared pipe if:-

• a property is converted into separate units such as multiple flats or homes • there is a change of use, such as commercial to domestic

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• the shared service pipe is so defective that it no longer meets the requirements of the houses it supplies

• there are outstanding water charges • there is interference with the service pipe which affects the water supply to any

connected property.

If there is a dispute regarding the separation of shared supplies, it can be referred to Ofwat for resolution, see our Disputes Procedure in Appendix 3, to obtain additional copies see section 2.1 details.

6.4 Lead

There are many sources of lead in the environment. It can be found in vehicle exhaust fumes, leaded solder, old paintwork and some water pipes laid before 1970. Through repeated exposure, lead can accumulate in the body and have harmful effects at high levels. If your house was built before 1970 there is a possibility it contains lead pipes. If your house was built after 1970 or has had pipework modernised since then, it is unlikely to have lead pipes. Following an investigation into lead levels in drinking water by the Drinking Water Inspectorate (DWI), we add orthophosphate to the water in some supply areas. Orthophosphate reduces the amount of lead in drinking water by coating the inside of pipes and restricting the amount of lead that dissolves into the water. If you do have lead pipes, then the easiest way to lower the amount of lead you drink is to always run the tap before drawing off water, especially if the water has been standing in the pipe for any length of time, such as overnight. Our policy on lead pipe replacement is based on The Water Supply (Water Quality) Regulations 2001 and in particular Regulation 30. This details the circumstances under which a water company is required (or not) to take particular actions such as replacing its lead pipework free of charge. If the level of lead exceeds a certain level, we may modify or replace our lead pipework providing you replace the lead pipework which you are responsible for. Details of the requirements can be obtained from us free of charge, by contacting our Control Room.

6.5 Badly rusted pipes

Badly rusted pipes are more likely to leak and may cause discolouration or ‘bits’ in your water. We recommend that old, rusty pipes are replaced with a more modern material such as MDPE.

6.6 Power of entry

There are several pieces of legislation that allows anyone authorised by us to enter any premises. The Water Industry Act 1991 permits us to enter a property for any of the reasons listed below:-

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• to carry out any survey or test for the purpose of determining whether it is appropriate and practicable for us to exercise our power to disconnect any pipe or cut off any supply of water to any premise

• to disconnect any pipe or cut off any supply of water to any premise, as permitted by the Water Industry Act 1991 and amendments

• to monitor and record whether water supplied to any premise for domestic purposes is wholesome at the time of supply

• to carry out works in relation to the installation or upkeep of a water meter. In addition, we are allowed to enter a property in order to inspect for breaches of the Water Supply (Water Fittings) Regulations 1999 and also to carry out water quality tests in relation to the Water Supply (Water Quality) Regulations 2010.

6.7 Pipelaying on private land

Where necessary, we have the right to lay and maintain water pipes in private land. We have developed a Code of Practice for Pipelaying on Private Land, which we automatically distribute to affected properties when a new main is being designed. See section 1.2 for details on how to obtain a copy free of charge.

7. HOW TO CONTACT US 7.1 General communication The address and telephone numbers for all communications are as follows:- Dee Valley Water plc Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4EH

Control Room:- 01978 846946 (manned 24 hours a day) Customer Accounts Department:- 01978 833200 (Monday - Friday 8am - 6pm) General Email:- contact@deevalleygroup.com Billing Email:- customer.services@deevalleygroup.com Complaint Email:- customer.complaint@deevalleygroup.com Fax:- 01978 846888 Leakline:- 0800 2987112 (freephone) 7.2 Complaints and disputes

We are committed to providing a high standard of service, but occasionally things can go wrong. We treat all complaints seriously and act at the highest level in our efforts to resolve the matter to your satisfaction. Any customer or potential customer can complain. If we receive a complaint, we will try to resolve the situation quickly and put things right the first time you contact us.

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If you have a complaint about your account, you can contact our Customer Accounts Department on 01978 833200 Monday and Friday 8.00am - 6.00pm. If your complaint is about debt recovery activities, the matter will be suspended until your complaint has been dealt with. If you have a complaint about any other issue please contact our 24 hour Control Room on 01978 846946. Alternatively you can write, email, fax or visit our Packsaddle offices in person. We are a water only company and do not provide any sewerage services. If you have a query or complaint about a sewerage or drainage issue you will need to contact your sewerage company, details are given in section 3.10. We bill for sewerage services on behalf of Dwr Cymru Welsh Water and United Utilities. You should contact us in the first instance if you have a complaint relating to your bill.

Our procedures for dealing with complaints and disputes are contained within Appendices 2 and 3 of this document, see section 1.2 for details on how to obtain additional copies free of charge. We will respond to all written complaints within 10 working days, if we fail to do so you may be eligible for compensation, further details of our minimum service standards can be found in Appendix 1. We keep records of all written complaints and our responses for audit purposes. If you contact us by telephone, we will try to resolve the issue over the phone. Sometimes this is not possible and we will need to investigate further and perhaps arrange an appointment with you to visit your property.

7.3 OTHER CODES OF PRACTICE The following Codes of Practice have been approved by Ofwat, the regulatory body for the water industry:- • Code of Practice for Domestic Customers • Guaranteed Standards Scheme • Code of Practice for Collection of Unpaid Charges (Household Customers) • Code of Practice for Leakage (Household and Non-household Customers) • Scheme of Charges

We also operate the following Codes of Practice:- • Code of Practice for Pipelaying on Private Land • Code of Practice for Self Lay

All of the above documents can be obtained by contacting our Control Room, visiting our website www.deevalleywater.co.uk or by writing to us at the address given on section 7.1:-

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8. CONTACT DETAILS 8.1 The Water Services Regulation Authority (Ofwat)

The Water Services Regulation Authority (Ofwat) ensures that water companies operate in compliance with their licences and carrying out enforcement activities if the licence conditions are not met. Its duties include protecting the interests of consumers wherever appropriate by promoting effective competition. Contact details are as follows:- Ofwat Centre City Tower 7 Hill Street 1-6 St.Andrews Place Birmingham B5 4UA Tel: 0121 644 7500 Fax: 0121 644 7699 Email: enquiries@ofwat.gsi.gov.uk Website: www.ofwat.gov.uk

8.2 Consumer Council for Water Wales (CCWater)

The Consumer Council for Water Wales is an independent organisation that represents customers’ interests. It monitors the service that we provide to you and deals with your complaints if we fail to offer you a satisfactory response. If you are dissatisfied with our handling of a complaint, you have a right to complain to CCWater. CCWater can take up complaints and make representations on your behalf and may refer them to Ofwat on any matter it considers to be relevant. CCWater will expect you to give us the opportunity to resolve your complaint before they will investigate, so please contact us with your complaint prior to contacting CCWater. You can visit their website for information or to submit an electronic enquiry form at www.ccwater.org.uk Additional contact details are as follows:- Consumer Council for Water Wales Room 140 Caradog House 1-6 St Andrew's Place Cardiff CF10 3BE Tel: 08457 078267 (Lo-call) Fax: 029 2023 9847

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Email: wales@ccwater.org.uk Website: www.ccwater.org.uk Office Hours: 8.30am -4.30pm, Monday - Friday

8.3 The Drinking Water Inspectorate (DWI)

The Drinking Water Inspectorate is appointed to ensure that drinking water supplied in England and Wales is wholesome and complies with the standards laid down in the Water Supply (Water Quality) Regulations. It inspects each company’s water supply every year and audits the quality of water supplied. The DWI can prosecute if water supplied is unfit and can take enforcement action if supplies are unwholesome.

Contact details are as follows:-

Drinking Water Inspectorate (DWI) Room M08 55 Whitehall London SW1A 2EY Tel: 020 7270 3370 Fax: 020 7270 3177 Email: dwi.enquiries@defra.gsi.gov.uk

8.4 The Environment Agency (EA)

The Environment Agency regulates the quality of inland and coastal waters in England and Wales. Its responsibilities include surface and ground water management in England and Wales, environmental quality, pollution control, flood protection, land drainage, recreation and fisheries. It grants and monitors abstraction and discharge licences.

Contact details are as follows:-

Environment Agency Wales Llwyn Brain Parc Menai Ffordd Penlan Bangor Gwynedd LL57 4DE Tel: 08708 506506 Email: enquiries@environment-agency.gov.uk

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8.5 Health Protection Agency

The Health Protection Agency in England and National Public Health Service in Wales, are responsible for protecting the public from the threats to their health from infectious diseases and environmental hazards.

Contact details are as follows:-

Health Protection Agency 7th Floor Holborn Gate 330 High Holborn London WC1V 7PP Tel: 020 7759 2700 / 2701 Fax: 020 7759 2733 Email: HPA.enquiries@hpa.org.uk National Public Health Service for Wales Unit 1 Charnwood Court Heol Billingsley Parc Nantgarw Cardiff CF15 7QZ Tel: 01443 824160 Fax: 01443 824161 Email: general.enquiries@nphs.wales.nhs.uk

8.6 Environmental Health The environment in the home and at work; the food we eat and the air we breathe are all the concern of the Council's Public Protection Division. The Division aims to protect the environmental health of people at work, at home and at leisure. The surroundings in which we live have a profound effect on our health and the elimination of unhealthy conditions is the basis of what is now called Environmental Health. Contact details are as follows:- Regulatory Services Pollution & Scientific Services Cheshire West and Cheshire Council Denbighshire County Council County Hall County Hall Chester Wynnstay Road Cheshire Ruthin CH1 1SF LL15 1YN Tel: 0300 1238123 Tel: 01824 706080/ 706083 Email: enquiries@cheshirewestandchester.gov.uk Email: envhealth@denbighshire.gov.uk

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Public Protection Division Wrexham County Borough Council Environment Directorate Public Protection Department Flintshire County Council Ruabon Offices County Hall High Street Mold Ruabon Flintshire Wrexham CH7 6HN LL14 6NH Tel: 01352 703440 Tel: 01978 298989 Fax: 01352 703441 Email: contact-us@wrexham.gov.uk

APPENDIX 1

GUARANTEED STANDARDS SCHEME

Issue: 5 Date: September 2010

GUARANTEED STANDARDS SCHEME

At Dee Valley Water, we aim to provide a high standard of service to our customers at all times. To back this up, we operate a Guaranteed Standards Scheme which sets out our minimum service standards. Many of our guarantees are required by Government, but for some services we go further. Our scheme is governed by the Water Services Regulatory Authority (Ofwat). You may be entitled to compensation from us if we fail to meet these standards. We will automatically pay you compensation, unless your account is more than 6 weeks in arrears, in which case we will credit your account. APPOINTMENTS Making an Appointment If we need to visit your property or site and require you to be present, you will be offered an appointment that will be either during the morning (between 8.00am and 1.00pm) or during the afternoon (between 1.00pm and 5.00pm). If requested by you, we will provide a two hour time slot. Failure to specify an Appointment slot If we fail to specify the time slot of your appointment (morning or afternoon or within a two hour time slot where requested by you) we will make an automatic payment of £25 to you. Failure to keep an Appointment If we fail to keep an agreed appointment slot we will make an automatic payment of £25 to you. Cancellation of an Appointment If we fail to give you at least 24 hours notice of an appointment change or cancellation, we will make an automatic payment of £25 to you. Penalty Payments If we do not make an automatic compensation payment for any of these standards within 10 working days of the compensation becoming payable, you are entitled to claim a further £15. If you wish to make a claim, contact us in writing using the details provided in the How to Contact Us section.

Exemptions There are some situations that exempt us from making a GSS payment. These are:- • if you cancel the appointment • if we cancel the appointment giving at least 24 hours’ notice • if it is impractical to keep the appointment due to severe weather • if it is impractical to keep the appointment due to industrial action by our employees • if it is impractical to keep the appointment due to an act or default of a person who is

not a Dee Valley Water representative. BILLING QUERIES We will make a full response to any written query about your bill or account within 5 working days of receiving your letter. If we do not meet this standard we will make an automatic payment of £25 to you. Penalty Payments If we do not make an automatic compensation payment within 10 working days of the compensation becoming payable, you are entitled to claim a further £15. If you wish to make a claim, contact us in writing using the details provided in the How to Contact Us section. Exemptions There are some situations that exempt us from making a GSS payment. These are:- • if you tell us you do not want to pursue the query • if the query was not sent to our nominated address • if the query was frivolous or vexatious • if it was impractical for us to respond within the required timescale because we were

unable to keep an appointment due to severe weather • if it was impractical for us to respond within the required timescale due to industrial

action by our employees • if it was impractical for us to respond within the required timescale due to an act or

default of a person who is not a Dee Valley Water representative. RESPONSE TO A REQUEST TO CHANGE THE PAYMENT METHOD Making a Change to the Payment Method We operate several payment schemes, details of which are available on request. If we agree to your written request to change your method of payment, we will make the change within 5 working days. If we do not meet this standard we will make an automatic payment of £25 to you.

Refusal of Requested Method If we cannot agree to your written request to change your method of payment or if you request a payment method not offered by us, we will advise you within 5 working days and suggest an alternative. If we do not meet this standard we will make an automatic payment of £25 to you. Penalty Payments If we do not make an automatic compensation payment for any of these standards within 10 working days of the compensation becoming payable, you are entitled to claim a further £15. If you wish to make a claim, contact us in writing using the details provided in the How to Contact Us section. Exemptions There are some situations that exempt us from making a GSS payment. These are:- • if you tell us you do not want to pursue the request • if the request was not sent to our nominated address • if it was impractical for us to respond within the required timescale due to industrial

action by our employees • if it was impractical for us to respond within the required timescale due to an act or

default of a person who is not a Dee Valley Water representative. WRITTEN COMPLAINTS We will make a full response to any written complaint about our service within 10 working days of receiving your written complaint. If we do not meet this standard we will make an automatic payment of £25 to you. NOTE: If the Consumer Council for Water Wales refers the matter to us, we will provide a response within 10 working days of receiving the complaint from them. Penalty Payments If we do not make an automatic compensation payment within 10 working days of the compensation becoming payable, you are entitled to claim a further £15. If you wish to make a claim, contact us in writing using the details provided in the How to Contact Us section. Exemptions There are some situations that exempt us from making a GSS payment. These are:- • if you tell us you do not want to pursue the complaint • if the complaint was not sent to our nominated address • if the complaint was frivolous or vexatious

• if it was impractical for us to respond within the required timescale because we were unable to keep an appointment due to severe weather

• if it was impractical for us to respond within the required timescale due to industrial action by our employees

• if it was impractical for us to respond within the required timescale due to an act or default of a person who is not a Dee Valley Water representative.

PRESSURE OF WATER SUPPLY We have to provide a minimum level of water pressure at the point where your supply pipe is connected to our distribution system. We will make an automatic payment of £30 (limited to one payment in any one financial year), if the pressure falls below 7 metres static head, for one hour or more on at least two occasions in a 28 day period. Occasionally it is not practicable for us to identify customers affected by low pressure, in these instances you are able to make a claim within 3 months of the second occasion. If you wish to make a claim, contact us in writing, by telephone or by visiting us, using the details provided in the How to Contact Us section. There are some situations that exempt us from making a GSS payment. These are:- • if a payment has already been made to you for a low pressure event in the same

financial year • if it is impractical for us to have identified a particular customer as being affected

and that customer has not made a claim within 3 months of the date of the second occasion

• if it was impractical for us to maintain pressure due to industrial action by our employees

• if it was impractical for us to maintain pressure due to an act or default of a person who is not a Dee Valley Water representative

• if the pressure fell below the minimum standard due to necessary works or due to a drought.

UNPLANNED INTERUPTIONS There are occasions when water mains burst or leak unexpectedly and their repair can result in unplanned interruptions to supply. We will do all we can to minimise the disruption that this causes. If there is a burst or leak on a strategic main, we will restore supply within 48 hours of becoming aware of the interruption. If there is an unplanned interruption to the supply in any other circumstance, we will restore supply within twelve hours of becoming aware of the interruption. If we do not meet this standard, we will make an automatic payment of £20, plus a further £10 for each complete 24 hour period of interruption to household customers. Non-household customers will receive an automatic payment of £50, plus a further £25 for each complete 24 hour period of interruption. Occasionally it is not practicable for us to identify customers affected by an unplanned interruption, in these instances you are able to make a claim within 3 months of the

supply interruption. If you wish to make a claim, contact us in writing, by telephone or by visiting us, using the details provided in the How to Contact Us section. Penalty Payments If we do not make an automatic compensation payment within 20 working days of the event, we will make an automatic payment of £20 to household customers. Non-household customers will receive an automatic payment of £50. There are some situations that exempt us from making a GSS payment. These are:- • if industrial action by our employees prevented us from restoring the water supply • if an act or default of a person other than a Dee Valley Water representative

prevented us from restoring the water supply • if severe weather prevented the supply being restored • if the supply was interrupted due to circumstances so exceptional that it would be

unreasonable to expect the supply to be restored within the relevant timescale • if it is impractical for us to have identified a particular customer as being affected

and that customer has not made a claim within 3 months of the date of the incident • if the supply was interrupted due to a drought. PLANNED INTERRUPTIONS Notice Period We will provide you with at least 48 hours notice in advance of when we intend to carry out planned work which will result in an interruption to your water supply of more than 4 hours duration. If we do not meet this standard, we will make an automatic payment of £25 to household customers. Non-household customers will receive an automatic payment of £55. Restoring Water Supply If we fail to restore your water supply by the time specified on the notice, we will make an automatic payment of £25, plus a further £10 for each additional complete 24 hour period of interruption to household customers. Non-household customers will receive an automatic payment of £50, plus a further £25 for each additional complete 24 hour period of interruption. Occasionally it is not practicable for us to identify customers affected by a supply interruption. In these instances you are able to make a claim within 3 months of the interruption. If you wish to make a claim, contact us in writing, by telephone or by visiting us, using the details provided in the How to Contact Us section. Penalty Payments If we do not make an automatic compensation payment within 20 working days of the event, we will make an automatic payment of £25 to household customers. Non-household customers will receive an automatic payment of £55.

Exemptions There are some situations that exempt us from making a GSS payment. These are:- • if industrial action by our employees make it impracticable for us to provide at

least 48 hours notice of supply interruption • if an act or default of a person other than a Dee Valley Water representative makes

it impracticable for us to provide at least 48 hours notice of supply interruption • if it is impractical for us to have identified a particular customer as being affected

and that customer has not made a claim within 3 months of the date of the last occasion.

DROUGHT In the unlikely event that our supply to you is interrupted due to drought, we will make an automatic payment of £15 for each day (or part day) that the supply of water is interrupted or cut off to household customers. The maximum compensation entitlement is equal to our average household bill for the previous year. Under the same circumstances, non-household customers will receive an automatic payment of £55 a day (or part day). The maximum amount payable is the water charge paid by the non-household customer in the previous year. However, if the non-household customer has not paid a full year’s water charge, or a third party is responsible for the water charge, the maximum payable is set at £500. There may be no entitlement to compensation if the circumstances were so exceptional that it would be unreasonable for us to have avoided the interruption or cut off. HOW TO CONTACT US To contact us or claim a GSS payment please use the details below:- Managing Director Dee Valley Water Plc Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4EH Telephone: 01978 846946 Fax: 01978 846888

customer.complaints@deevalleygroup.com CONSUMER COUNCIL FOR WATER WALES (CCWater) The Consumer Council for Water Wales is an independent organisation that represents customers’ interests. It monitors the service that we provide to you and deals with your complaints if we fail to offer you a satisfactory response.

If you are dissatisfied with our handling of a complaint, you have a right to complain to CCWater. CCWater can take up complaints and make representations on your behalf and may refer them to Ofwat on any matter it considers to be relevant. CCWater will expect you to give us the opportunity to resolve your complaint before they will investigate, so please contact us with your complaint prior to contacting CCWater.

You can visit their website for information or to submit an electronic enquiry form at www.ccwater.org.uk

Additional contact details are as follows:- Consumer Council for Water Wales

Room 140 Caradog House 1-6 St Andrew's Place Cardiff CF10 3BE Tel: 08457 078267 (Lo-call) Fax: 029 2023 9847 Email: wales@ccwater.org.uk Website: www.ccwater.org.uk Office Hours: 8.30am -4.30pm, Monday - Friday DISPUTES If there is a dispute about whether or not you are entitled to a GSS payment, you can to refer your claim to the: Water Services Regulation Authority (Ofwat) Centre City Tower 7 Hill Street Birmingham B5 4UA Tel: 0121 644 7500 Fax: 0121 644 7699 Email: enquiries@ofwat.gsi.gov.uk Website: www.ofwat.gov.uk Any payments under this Guaranteed Standards Scheme do not affect your legal rights nor do they constitute any admission of liability on our part.

APPENDIX 2

COMPLAINTS PROCEDURE

Issue: 5 Date: September 2010

COMPLAINTS PROCEDURE At Dee Valley Water we aim to provide a high standard of service, but occasionally things can go wrong. We treat all complaints seriously and act at the highest level in our efforts to resolve the matter to your satisfaction. Any customer or potential customer can complain. If we receive a complaint, we will try to resolve the situation quickly and put things right the first time you contact us. There are a several ways in which you can tell us about your complaint:- By Telephone If you have a billing issue or complaint, please call our Customer Accounts Department on 01978 833200, between Monday and Friday 8.00am - 6.00pm. For all other supply issues or complaints please call our Control Room, on 01978 846946. Our Control Room is manned 24 hours a day, 7 days a week. If we are unable to resolve your complaint over the telephone, your call will be logged and we will keep you informed about any investigations or actions we are taking to resolve your complaint. Alternatively, you can complain in writing. In Writing All written complaints should be sent to our Managing Director, Mr Norman Holladay at the following address:- Dee Valley Water plc Packsaddle Wrexham Road Rhostyllen Wrexham LL14 4EH By Email You can also e-mail your complaint to customer.complaints@deevalleygroup.com

By Fax You can send your complaint by fax to 01978 846888. As part of our Guaranteed Service Standards, we will respond to all written, emailed or faxed complaints within 10 working days of receiving your correspondence. If we fail to do this, you may be entitled to automatic compensation from us. We have developed Codes of Practice, which outline our policies and the services we provide and the terms and conditions under which we operate. The following Codes of Practice have been approved by Ofwat, the regulatory body for the water industry:-

• Code of Practice for Domestic Customers • Guaranteed Standards Scheme • Code of Practice for Collection of Unpaid Charges (Household Customers) • Code of Practice for Leakage (Household and Non-household Customers) • Scheme of Charges

We also operate the following Codes of Practice:-

• Code of Practice for Pipelaying on Private Land • Code of Practice for Self Lay

All the documents listed above are available free of charge by telephoning 01978 846946 or by visiting our website www.deevalleygroup.co.uk. CONSUMER COUNCIL FOR WATER WALES (CCWater) If you are not satisfied with the way in which we have responded to your complaint, you can ask the Consumer Council for Water Wales (CCWater), to investigate the matter for you. CCWater is the independent consumer body for the water industry. CCWater is an independent body which represents the interests of customers of water companies in respect of price, service and value for money. One of CCWater’s functions is to investigate complaints from customers about their water companies. CCWater also periodically conducts assessments of the quality of water companies’ responses to complaints from customers. If you want CCWater to investigate a complaint for you, it will expect you to give us the opportunity to resolve your complaint first, so please contact us with your complaint prior to contacting CCWater. The address for correspondence is:- You can visit their website for information or to submit an electronic enquiry form at www.ccwater.org.uk

Additional contact details are as follows:-

Consumer Council for Water Wales Room 140 Caradog House 1-6 St.Andrews Place Cardiff CF10 3BE Tel: 08457 078 267 (Locall) Fax: 0292 023 9847 E-mail: wales@ccwater.org.uk Website: www.ccwater.org.uk Office Hours: 8.30am - 4.30pm, Monday - Friday DISPUTES We will try our best to resolve all disputes using our internal complaints procedure. However, there may be occasions when external assistance is required to resolve disputes. Under the Water Industry Act 1991, either party (you or us) can refer certain disputes to the regulatory body for the water and sewerage industry, Water Services Regulation Authority (Ofwat), for a decision or an independent arbitrator can be appointed. For further details, please refer to our Disputes Procedure, which is available free of charge by telephoning 01978 846946 or visiting our website www.deevalleywater.co.uk If you wish to contact Ofwat, their address for correspondence is:- Ofwat Centre City Tower 7 Hill Street Birmingham B5 4UA Tel: 0121 644 7500 Fax: 0121 644 7699 Email: enquiries@ofwat.gsi.gov.uk Website: www.ofwat.gov.uk

APPENDIX 3

DISPUTES PROCEDURE

Issue: 4

Date: September 2010

DISPUTE PROCEDURE At Dee Valley Water we aim to provide a high standard of service, but occasionally things can go wrong. If you have a complaint or dispute with us, we would like you to use our internal complaints procedure to try and resolve the issue, please see the How to Contact Us section below for further information. However, there may be occasions when external assistance is required to resolve a dispute. Under the Water Industry Act 1991, either party (you or us) can refer the following disputes to the regulatory body for the water and sewerage industry, Water Services Regulation Authority (Ofwat), for a decision:- • GSS payments: Dispute about the entitlement to a GSS payment or credit. • New connection: Dispute about the conditions and charges relating to making a

connection to an existing water main and any works associated with it. • Non-household supply: Dispute about the terms and conditions relating to the

supply of water for non-households. • Service pipes: Dispute about the requirements for a customer’s property to have a

separate service pipe or about the location that a service pipe will connect to a main.

• Water mains requisition: Dispute about the provision of a new water main, or our proposal to extend the period of three months which we are given to provide a water main.

• Self-lay mains: Dispute about the terms and conditions relating to the adoption of a self-laid main.

• Reconnection: Dispute about the costs or charges related to reconnecting a non-household customer’s water supply.

• Water meters: Dispute about a refusal to apply metered charges if the installation of a meter is not practical or unreasonably expensive.

• Pipe laying on private land: Dispute about the terms and conditions for laying mains on private land.

Ofwat also deals with complaints about failures to maintain the standards set out in our licence conditions and our main water supply duties, for example disputes about maintaining water pressure and supply. Certain disputes can be referred to an independent arbitrator for resolution. If the parties involved cannot agree on an arbitrator, Ofwat are able to appoint one. The following disagreements can be decided by an independent arbitrator:-

• Streetworks compensation: Disputes relating to the amount of compensation payable in relation to streetworks

• Meter installation: Disputes about the installation of a meter, including cost and location.

HOW TO CONTACT US Our contact details are as follows:- Dee Valley Water Packsaddle Wrexham Rhostyllen Wrexham LL14 4EH By Telephone: If you have a billing issue or complaint, please call our Customer Accounts Department on 01978 833200, Monday to Friday 8.00am - 6.00pm. For all other supply issues or complaints please call our Control Room, on 01978 846946, 24 hours a day, 7 days a week. In Writing:- All written complaints should be sent to our Managing Director, Mr Norman Holladay at the address given above. By Email:- You can e-mail your complaint to customer.complaints@deevalleygroup.com By Fax:- You can also send your complaint by fax to 01978 846888. As part of our Guaranteed Service Standards, we will respond to all written, emailed or faxed complaints within 10 working days of receiving your correspondence. If we fail to do this, you may be entitled to automatic compensation from us. Consumer Council for Water Wales (CCWater) If you are not satisfied with the way in which we have responded to your complaint, you can ask the Consumer Council for Water Wales (CCWater), to investigate the matter for you. CCWater is an independent consumer body for the water industry which represent the interests of customers of water companies in respect of price, service and value for money. One of CCWater’s functions is to investigate complaints from customers about their water companies. CCWater also periodically conducts assessments of the quality of water companies’ responses to complaints from customers. If you want CCWater to investigate a complaint for you, they will expect you to give us the opportunity to resolve your complaint first, so please contact us with your complaint prior to contacting CCWater.

You can visit their website for information or to submit an electronic enquiry form at www.ccwater.org.uk Additional contact details are as follows:- Consumer Council for Water Wales Room 140 Caradog House 1-6 St.Andrews Place Cardiff CF10 3BE Tel: 08457 078 267 (Locall) Fax: 0292 023 9847 E-mail: wales@ccwater.org.uk Website: www.ccwater.org.uk Office Hours: 8.30am - 4.30pm, Monday – Friday. Water Services Regulation Authority (Ofwat) If you wish to contact Ofwat, their address for correspondence is:- Ofwat Centre City Tower 7 Hill Street Birmingham B5 4UA Tel: 0121 644 7500 Fax: 0121 644 7699 Email: enquiries@ofwat.gsi.gov.uk Website: www.ofwat.gov.uk