Customer Code of Practice

Transcription

1 Customer Code of Practice

2 Introduction to Bristol Water Bristol Water supplies clean drinking water to over 1.2 million people living in half a million properties across our supply area of 2,400km². Our vision is Trust Beyond Water providing excellent customer experiences. It reflects our mission to be a company that communities trust and are proud of. To deliver excellent experiences and create social and economic value.. Introduction to your water supply Boundaries and Responsibilities We are responsible for supply pipes up to the boundary of your property. Once a water pipe enters your property (usually the front garden) we do not have authority or responsibility. Pipework inside your property is also your responsibility. It is our duty to repair and maintain our pipework. We may also enforce repairs of water pipes on your property if there is a leak. We may also inspect water fittings in your property, to make sure they meet the Water Supply (Water Fittings) Regulations Wessex Water and Pelican Unlike some other areas of the country, your water service is actually provided by two companies. We supply your fresh water, and Wessex Water provides your sewerage service. We combine the charges for both into a single bill, so it s easier for you to pay. To keep things simple Bristol Water and Wessex Water have a joint billing company, called Pelican. They handle all billing enquiring regardless of whether it is in relation to your water or sewerage supply. For any other enquiry, related to operational issues, you should still contact us direct.

3 Tariffs Intro and how they are calculated The bills you receive include the fresh water charge from Bristol Water and waste water charge from Wessex Water. This pie chart shows the costs and investment that are included in your bills. You are billed either as a metered or unmetered customer. Metered customers Metered customers are charged for how much water they use. Customers may apply for the Company to fit a meter, free of charge. The Company may also fit a meter where there is a change of occupier at the property. Unmetered customers Unmetered customers are normally charged based on the rateable value of the property. Where a customer has applied for a meter but it cannot be fitted due to technical constraints, an assessed charge may be applied based on the number of occupants and bedrooms in the property. Metered and Unmetered customers For both metered and unmetered customers we apply standing charges, this is to reflect the fixed costs of providing your water supply. Metered standing charges are higher than unmetered as they include the cost of fitting, maintaining and reading meters. Tariffs are recalculated each year and announced by the 1st of February before the next charging year. Unmetered customers are billed in advance of the charging year; metered customers are billed following meter readings, normally taken around every six months. For more information visit:

4 Social Tariffs If you re struggling with your water bill payments, please let us know so we can help. We offer a number of payment plans and schemes for when you need to catch up on your payments, or need longer term assistance with your bill. Payment Plan We offer flexible payment plans that allow you to pay less over an agreed period of time, and to catch up on your payments later. WaterSure Plus If you are on a low income, WaterSure Plus can help reduce your payments, providing you meet the necessary conditions. If there are three or more children living at home, or someone living in the property has a medical condition that causes them to use significantly more water, and you are receiving a means-based benefit or tax credits, you may be eligible for help. To find our more about the WaterSure Plus scheme, either contact us to discuss your needs, or read our short guide. Assist Assist is a scheme for low income householders who are assessed as being in financial difficulty. A low rate tariff can be applied, which offers discounts up to 88% of the average household bill. As everyone s circumstances differ, we ask you to contact us so we can discuss your situation and ensure we find a solution that best meets your needs. Pension Credit Discount If you, or anyone else in your household, are in receipt of pension credit you may be eligible for a discount of around 20% off your water bill. As everyone s circumstances differ, we ask you to contact us so we can discuss your situation and ensure we find a solution that best meets your needs. For more information visit: Ways to pay You can pay your bill in the way that is most convenient to you: Direct Debit Online (through our website or online banking) Phone Post In person (any where with a PayPoint sign) For more information visit:

5 Meters As you only pay for the water you use having a meter is the fairest way to charge you for your water supply. We think there are loads of great benefits, including: Save money customers save an average 100 after switching Free there is no cost to you for having a meter installed Pay as you go you only pay for the water you use, the less you use the more you save Change your mind if you chose to have a meter installed you can change your mind, for free, within 2 years and we ll switch you back to an unmetered tariff Our online money saving calculator will test whether you can save money by switching to a meter. How to get a meter All new builds will have a meter installed automatically; we will also install a new meter for you within 30 days of a change of occupier. Anyone else can apply for a meter online or by phone. For more information visit: bristolwater.co.uk/water-meter Accuracy and testing The meters we install are of a high quality and in most situations require little to no maintenance. Only Bristol Water employees and our agents are authorised to move or replace our meters. Damaging a meter is an offence under s.175 Water Industry Act 1991, anyone who damages a meter will be responsible for paying for its replacement. Most of the time if a meter is faulty it will under record; it is very unlikely a meter will over record and result in a higher bill. If you have concerns about the accuracy of your meter we can arrange for an accuracy test. If the meter is discovered to be faulty to your disadvantage we will replace it free of charge. Where we discover the meter is accurately recording you may be charged for the cost of the accuracy test.

6 Services Available Bristol Water tries to offer a range of services to support our customers. Always check our website for the latest offers and advice. Water-saving Devices We offer lots of free water saving devices including water regulators, shower timers, and plant gel. For this and more tips and advice visit: Water Quality Your water comes from a variety of sources, including rivers, boreholes, wells, springs, canals, and reservoirs. Each of the water sources has their own unique traits that can affect the colour, taste, and smell of your water depending on the type and amount of natural minerals from these water sources. Changes to the colour, taste, and smell could be for a number of reasons. It may be we are doing maintenance work in the area, we have changed the water source for your property, or it may be to do with your internal supply. To get specific information about the water quality in your area, and also any maintenance work, visit: co.uk/service-status/#postcode_area For more information visit: and Lead Replacement Lead and iron were commonly used on water supply pipes until the 1960s. It has been found that although we treat the water to minimise it, small amounts of lead can find their way into the water, as can rust from the iron pipes. These pipes are older and they are more prone to leaking. Additionally, as they are smaller they have a poorer water flow. If you want your lead supply replaced you can contact us for advices about what work is required and estimated costs. Bristol Water will only replace lead pipes up to the property boundary. If Bristol Water s pipes are plastic, and it is only lead pipes within the property boundary that require replacing, we will charge you for the new connection. For more information visit: your-home/supplies-and-connections/lead-iron-replacement/

7 Leaks and Leak Allowances We are responsible for fixing leaks on our own pipework. Generally, leaks found inside of the boundary of your property and in private land are your responsibility. Where a leak is within your property boundary, up to the external wall of your home (e.g. in the front garden) we will repair the leak for free under our LeakStop scheme. For any subsequent leaks we will repair them for a subsidized rate. Any repairs we undertake under the LeakStop scheme will be guaranteed for 12 months. It is much easy to tell if you have a leak on your property if you have a meter. Make sure you have turned off all taps and water-using devices (e.g. washing machine and dishwasher) and check the cistern or roof tank is not refilling, if any of the dials or figures are moving on your water meter then you could have a leak. For more information visit: Priority Services Bristol Water is committed to helping our customers as much as we can, so if you re elderly, disabled, undergo home dialysis, or have any other needs you may want to be included on our Priority Services Register. Customers on our Register receive extra support and services, such as large print bills, telephone bill reading, or priority notification in the event of a water supply interruption. In the event of an emergency, eligible customers will also receive a delivered alternative water supply as a priority. It is important to sign up to the Register in advance. For more information visit: bristolwater.co.uk/priority-services Emergencies If you have discovered you have no water here are a few things you can do first: Is the whole property affected? if not then it is something to do with your internal plumbing, you will have to call a plumber to assist Check your inside stop tap is open this is usually under the kitchen sink or in the bathroom Check with your neighbours if they are having work done they may have turned off your water supply, either by accident or because it is a shared supply Use our live map to see if there are any reported maintenance works or incidents in your area Report it to us if you still have no water let us know and we will investigate If the no water has been caused by an incident on your pipes, we will be working 24 hours until we get you back in water. If you will be out of water for a significant period of time, we will arrange for an alternative water supply. To keep up to date in these situations, including finding out where to find alternative water, we recommend you keep updated by following us on one of these methods: Twitter, Facebook, Bristol Water website, local radio We encourage you to not call our customer services team unless there is an urgent and specific issue affecting you. Our phone lines get very busy at this time. For more information visit:

8 Our Customer Promise We are driven to deliver the best possible service to our customers. Our promise sets out the minimum standards of service you can expect for you water supply, billing arrangements, water quality, and new connections. The Customer Promise is a collection of legal compensation you are entitled to, known as the Guaranteed Service Standards (GSS) and additional standards we have set as a company. For more information visit: Complaints Handling We aim to provide the best possible service at all times. To help us improve our service and customer relations we need you to tell us when you have been pleased or disappointed. We have a simple 4 stage process for escalating complaints. Stage 1 We will try to resolve your complaint within 10 days of receipt. If we fail to respond within 10 working days you will automatically receive a payment under our Customer Promise. Stage 2 If you are unhappy with your initial response, you can request that it is reviewed by a senior manager. We will respond within 10 working days. Stage 3 If you are still unhappy you can refer the complaint to the Consumer Council for Water (CC Water). This is a statutory independent body that represents the interests of water consumers. Stage 4 If you are still not happy, and have been through all the preceding steps, you may refer your complaint to the Water redress Scheme (WATRS). WATRS is a free, independent, and impartial adjudication service. WATRS has the authority to enforce their decisions on water companies. For more information visit: COPOperationalEnquiriesComplaints-2016.pdf Role of CC Water CC Water is the Water Watchdog. They provide free advice and support on all aspects of water and sewerage services. CC Water has the ability to act on your behalf to investigate the complaint or through mediation. Phone: (dial if you have hearing or speech problems) enquiries@ccwater.org.uk For more information visit: Role of WATRS WATRS provide a free and independent resolution. Their decisions can be binding on water companies and is a cheaper and easier option to resolve your complaint than going through the courts. WATRS have the authority to order compensation to household customers of up to 10,000. Phone: info@watrs.org For more information visit:

9 Contact Us To make sure we deal with your enquiry or complaint as quickly as possible please make sure you contact the correct team in the first instance: Operational Customer Services For enquiries about your water supply Phone: Mon-Fri 8am 6pm (24/7 emergency line also available) Billing Enquiries For enquiries relating to your bill, water usage, how to pay, moving home, or requesting a meter Phone: Mon-Fri 8am 6pm Customer.services@bwbsl.co.uk For more information visit: