Helping your business to save water, money and the environment

Transcription

1 Water and wastewater charges for 2013/14 Business customers Helping your business to save water, money and the environment

2 Water is precious that s why we Love Every Drop This region is the fastest growing in the UK, and tomorrow s forecast is for even more unpredictable weather. Which means to secure your water supply for the future, we are asking families, businesses and communities to help save water today to make sure we all have enough tomorrow. This leaflet gives you useful ideas on how you could start saving water right now. You ll also find your bill and tariff information, alongside useful numbers should you need any help. Find out more Love Every Drop is our campaign for the future, see what it means for your business at anglianwater.co.uk/loveeverydrop Contents p4 Thinking about tomorrow, acting today p6 p8 p10 p11 p14 From safeguarding water quality to investing to cut leaks, give you better service and look after the environment. This is what we re doing to make sure we can meet the needs of our customers - today and in the future. What your business can do Saving water not only makes your business more environmentally friendly it can save you money too. We ve plenty of water-saving ideas and advice to help your business. Small changes can make a big difference. Keeping an eye on what you use Simple steps to check your water consumption and see if you can save money too. Tariffs for businesses without meters Tariffs for businesses with meters Tariffs for the large user If your business uses more than 10,000 cubic meters (10,000,000 litres) of water a year, these tariffs are for you. p18 Know who to call Bill enquiry? Spotted a leak? Want to discuss a problem? Emergency? All the relevant numbers and addresses are here. Plus our service guarantee to you. p19 Problems and complaints If you re not happy with our service we want to know and put things right for the future. You will find contact details here for our customer services team, Consumer Council for Water and Drinking Water Inspectorate (DWI). 2 3

3 Thinking about tomorrow, acting today How Anglian Water supports the business community We re working extremely hard Quality is our business Investing now and for the future Measure, manage and reduce to protect one of life s most precious resources: water. Collecting it from rivers, streams and underground aquifers, we deliver clean water to more than 4.2 million homes and businesses across the region and then we make sure that used water is collected, recycled and safely returned to the environment. The drinking water we supply is among the best on the planet. In 2011 more than 99.99% of water quality tests at our treatment works met the regulatory standards. In 2010 we launched our ambitious 123 million five-year investment programme safeguarding drinking water quality. Go online or call for a quick and simple way to check water quality near you. anglianwater.co.uk/ waterqualitycheck Six million customers, including over 125,000 businesses, depend on our service every day. To 2015 we will invest a total of 2.3 billion on new infrastructure and on maintaining essential equipment. That puts excellent customer service at the heart of everything we do, and allows us to underpin the growth of the east of England economy by helping businesses to thrive, grow and to keep jobs secure. And we don t forget the importance of cutting leaks, stopping pollution, keeping the local environment healthy and keeping the quality of your drinking water among the best in the world. Every drop we pump to you needs energy. Seven of our wastewater sites are powered by renewable energy, using the gas produced during sewage treatment. And when we re building new plants we use our industry leading techniques to estimate and reduce the carbon in each project. Taking care of what we ve got We still use about the same amount of water as we did 20 years ago, even though the population s grown by 20% in that time. Careful balancing of supply with demand, and action to keep our leakage rates low are key to our strategy. We also want to make it easy for you to use water as efficiently as possible. That usually means we re helping you save money too

4 What your business can do Of course, what s really important is that we all work together. As a business, there s lots you can do to help save water see the following pages for details. Save water and money some top tips We can all make a difference at work by saving water every day it makes your business more environmentally friendly and can save you money too. Our top tips, including our business water-efficiency package, the Rippleffect, will get you started. On the opposite page, you can find out what smart metering could do for you. Smart metering Smart metering (also known as meter logging) helps businesses to manage their water use across the Anglian Water region, providing valuable information on their patterns of water usage, and where savings could be made. Monitor your water use Check your bills and, if your usage looks unusually high, check for leaks or call us on to get one of our leakage experts in to come in and take a look. Benchmark your performance Comparing your water use with other businesses in the same industry can help you identify if and where there is room for improvement. Stop that dripping tap A dripping tap can waste 5,000 litres of water per year but a replacement washer only costs a few pence so stop that drip today. You can also make your taps more water efficient by fitting water-saving aerators or in-line servicing valves. Reduce water use for toilet flushing Older cisterns can use up to 13 litres of water for every flush, compared to six litres or less per flush for new models. Try inserting displacement devices in the cisterns to reduce water-per-flush or consider replacing older toilets with new energy efficient models. Urinals save water Installing efficient urinals in male toilet areas can save significant amounts of water compared to toilets. Choose water-efficient equipment Make sure you specify low-waterconsumption requirements when choosing any new appliances, fittings or processes these could save thousands (or even millions) of litres in the long run. Create a water-saving plan Use the tips here and on our website to devise a practical water-saving plan. Get employees on board and educate them on the ways they can save water in their daily working lives. Like any other business plan, you ll need to review it at least annually to see how you ve performed and where you can improve. Why not use our water-efficiency support package the Rippleffect? See anglianwater.co.uk/rippleffect for details. Find your stop tap Know where your stop tap is located and put a sign up so others can identify it it could save thousands of litres in the event of a leak. Find more top water-saving tips at anglianwaterbusiness.co.uk/topwatertips We fit a smart meter to your existing water meter, which records your water consumption and then transmits the data to a secure website via the mobile phone network every 15 minutes. This data can be used to identify trends, such as periods of high consumption, or it can indicate leakage by looking for consumption at times of day when it would not be expected. Find out more at anglianwaterbusiness.co.uk/smart-metering 6 7

5 Keeping an eye on what you use Taking just half an hour to check your water consumption could help you cut costs. To calculate your charges, follow these simple steps. 1. Use your bills from last year to estimate your water use for the coming year. To gain a better understanding of your consumption and identify any unexpected changes, use the smart metering service to view minute-by-minute flow data. 2. Estimate the volume of wastewater you will return to the sewer, taking into account any sewage abatements or other allowances. Unless we ve already agreed a different volume with you, the rate of sewage you return to the drains is estimated at 90% of water used. If you think it s less, you can call us for help and we can sort out a rebate if appropriate. 3. Apply the appropriate tariffs to the estimated volume of water and/or wastewater and add the appropriate fixed charge. You will usually get the best value by selecting the tariff based on the amount of water B +Ot/Os B+St/Ss S you use and discharge back into the sewerage system, but this can vary. So we recommend you calculate the best tariff option based on your requirements. New charges apply from 1 April each year. Details of our tariffs and charges are available on our website from mid-march. If you wish to remain on your current tariff, you need take no further action as your existing tariff will apply automatically. However, if you would like to change to a different tariff please call us. We re here For more advice on saving water and money with a new tariff visit anglianwater.co.uk/business/your-account/tariffs or call C = R + VB +Ot/Os (B)+St/Ss What happens if you change? Your tariff option will change from the day we receive a letter from you. If this is received within 30 days of the end of the last billing period, we ll backdate the revised charges. The new tariff will take effect for a minimum of 12 months. You can change your tariff again after the first year if you need to. Surface water Separate fixed charges are available if you can show us your business is not connected to the public sewer for surface water drainage. Please call our specialist surface water tariff enquiries and application line on Trade effluent Trade effluent is wastewater produced in the course of a trade or industry, but not including domestic sewage. Trade effluent charges are based on a standard water industry methodology the Mogden formula which relates to the amount and strength of effluent discharged. Trade effluent the Mogden formula Definitions for the trade effluent formula: C = R + VB +Ot/Os (B)+St/Ss (S) R Reception and conveyance VB Volumetric and primary treatment (works with biological treatment) Ot Chemical Oxygen Demand (COD) (in mg/l) of the trade effluent after onehour quiescent settlement Os The mean strength of settled sewage at Anglian Water s Sewage Treatment Works, as determined by COD (485 mg/l) (B) Biological treatment St Total suspended solids (in mg/l) of the trade effluent Ss The mean suspended solids content of sewage at Anglian Water s Sewage Treatment Works (417 mg/l) (S) Sludge treatment and disposal If your business discharges trade effluent and you need more information, you can contact a trade effluent inspector and find details of trade effluent application and variation fees through the Anglian Water Business Team on C = R + VB +Ot/Os R + VB +Ot/Os (B)+St/Ss (S) 8 9

6 Tariffs to match your use Here s some information on the different tariffs we offer. Just so your sums add up, one cubic metre of water is the same as 1,000 litres or 220 gallons. Businesses without meters This set of tariffs is for unmeasured customers or businesses without meters. Water supply Rateable value Standing charge Charge per of RV Less than 1, ,001 5, ,001 50,000 1, More than 50,000 4, Sewerage Rateable value Standing charge Charge per of RV (foul and Less than 1, surface water 1,001 5, drainage) 5,001 50,000 1, More than 50,000 5, Sewerage Rateable value Standing charge Charge per of RV (foul water Less than 1, drainage 1,001 5, only) 5,001 50,000 1, More than 50,000 5, However, if the premises have a zero or no rateable value, the annual charge is: Annual charge Water supply Sewerage (foul and surface water drainage) Businesses with meters We have a range of tariffs that suit your individual consumption patterns. Potable or Non-potable Our standard tariffs are based on potable water supply, although it may be possible to choose a non-potable supply should this be suitable. There is limited availability of non-potable water. Streamline Green If you use less than 500 cubic meters of water a year, this tariff could be the best option for you. Fixed charge Volumetric charge (per cubic metre) Water supply Sewerage (Inc surface water) Sewerage (foul water only) Trade effluent unit prices Per cubic metre R Reception and conveyance VB Volumetric and primary treatment (Works with biological treatment) B Biological treatment S Sludge treatment and disposal Unmeasured trade effluent

7 Tariffs to match your use continued... Streamline Orange If you use between 501 and 5,000 cubic metres of water a year, this tariff could be the best option for you. Fixed charge Volumetric charge (per cubic metre) Water supply Water supply (non-potable) Sewerage (inc surface water) Sewerage (foul water only) Trade effluent unit prices Per cubic metre R Reception and conveyance VB Volumetric and primary treatment (Works with biological treatment) B Biological treatment S Sludge treatment and disposal Streamline Blue If you use between 5,001 and 10,000 cubic metres of water a year, this tariff could be the best option for you. Fixed charge Volumetric charge (per cubic metre) Water supply Water supply (non-potable) Sewerage (inc surface water) Sewerage (foul water only) Trade effluent unit prices Per cubic metre R Reception and conveyance VB Volumetric and primary treatment (Works with biological treatment) B Biological treatment S Sludge treatment and disposal

8 Large User Tariffs If you use or expect to use more than 10,000 cubic metres (10,000,000 litres) of water a year, you will be charged on one of the following Profile tariffs: Profile - Potable or Profile - Non-Potable: if your site uses between 10,000-24,999 cubic metres of water a year. Profile Plus - Potable or Profile Plus - Non-Potable: if your site uses more than 25,000 cubic metres of water a year. Profile - Interruptible: if your site uses more than 25,000 cubic metres of water a year and you have storage facilities to accommodate not less than six hours water consumption at your average rate of demand, you qualify for the Interruptible tariff. Under this tariff you could be subject to supply interruptions up to once a day, every day for a specified period. Notice of a supply interruption will be given at least one hour in advance, and the interruption will last for no more than four hours. Profile Industrial Non-Potable: if your site uses more than 2,000,000 cubic metres of non-potable water a year. Maximum Daily Demand The Profile tariffs consist of three elements: a fixed charge; a charge per cubic metre of water used; and a charge based on your Maximum Daily Demand. The Maximum Daily Demand charge will be based on the maximum daily volume of water that you are likely to use. The charge will be fixed for the year, subject to an agreement that you will not take any water above this level without prior written consent. If you exceed this volume in any 24-hour period, the Maximum Daily Demand charge will be adjusted accordingly and the new charge shall apply for the following 12 months. It is important that we agree an accurate Maximum Daily Demand figure, as going over this level will mean a rise in charges, and no guarantee we ll be able to maintain this level of supply. Tariff option Fixed Volumetric Maximum charge charge daily demand Profile - Potable Profile - Non-potable Profile Plus - Potable 1, Profile Plus - Non-potable 1, Profile - Interruptible 1, Profile - Industrial Non-Potable 74, Sewerage (inc surface water)* 5, N/A Sewerage (foul water only)* 3, N/A *If you are on the Profile - Potable or Profile - Non-Potable tariff, your sewerage will be charged on one of the Streamline tariffs, as displayed on your bills. Trade effluent unit prices Annual charge R - Reception and conveyance VB - Volumetric and primary treatment B - Biological treatment S - Sludge treatment and disposal

9 Large User Tariffs Things to remember There are a few things that you need to bear in mind when considering your tariff and charges: For Streamline tariffs, the same tariff option must be applied to both water and wastewater charges. Fixed charges are payable whether or not water is taken or wastewater is discharged during the year. The measured sewerage and trade effluent tariffs are a combined integrated wastewater tariff. You will be charged a single fixed charge, whether you use both services or not. For Streamline tariff customers, if premises have two or more separate supplies, the charges will be calculated separately for each supply with an annual fixed charge payable for each service. This does not apply if you are on a Profile tariff. The VAT man Both measured and unmeasured water charges for customers whose standard industrial classification falls within categories 1 5 of the 1980 Standard Industrial Classification will be subject to VAT at the standard rate. For all other customers, measured and unmeasured water charges will be zero-rated. All measured and unmeasured sewerage charges will be zero-rated for VAT purposes, as will trade effluent charges (where they apply). Trade effluent, non-domestic discharge permit application and variation fees The charges are grouped as: Group A, D, G and J no sample and analysis required. Group B, E, H and K one sample and analysis required. Group C, F, I and L one sample and more complex analysis required. Application for consent to discharge A risk-related fee for the evaluation of an application for consent to discharge trade effluent and the production of consent documentation. Charges Band/risk Group A Group B Group C 1 Negligible Low Low (non-sanitary) Medium Medium/high High ,054 7 Very high 1,520 1,562 1,814 Fees for dealing with temporary variation to the consent Charges Band/risk Group D Group E Group F 1 Negligible Low Low (non-sanitary) Medium Medium/high High Very high ,054 Application for fixed term non-domestic discharge permit Charges Band/risk Group G Group H Group I 1 Low Medium High Application for non-domestic discharge permit Charges Band/risk Group J Group K Group L 1 Low Medium High

10 How to get in touch Problems and Complaints We want to make it as easy as possible for you to talk to the right people who can help you with your enquiry. Billing services and enquiries: For customers using less than 5,000 cubic metres of water a year (on the Streamline Green or Orange tariff) and not discharging trade effluent Open 8am-8pm Mon-Fri, 9am-1pm Sat, with payment available 24/7 Have your Anglian Water account number and postcode handy when you call. If you would rather write to us, please send correspondence to: Anglian Water Customer Services, PO Box 10642, Harlow CM20 9HA Or you can us via our website anglianwater.co.uk Please quote your account number on all correspondence and we will send you a reply (where appropriate) within our Guaranteed Standards of Service. Our guarantee We re always sorry when things go wrong and in some cases, when they do, we will credit your account by 20. Our Guaranteed Service Standards form section eight of our Codes of Practice. You can get a copy of this section from our website or by calling For customers using more than 5,000 cubic metres of water a year (on the Streamline Blue or one of the Profile tariffs) or trade effluent customers am-5.30pm Mon-Thurs, 8.30am-5pm Fri If you would rather write to us, please send correspondence to: Anglian Water Business, PO Box 11076, Harlow, CM20 9JQ Or you can us at: business@anglianwater.co.uk Operational queries and emergencies (all customers): Open 24/7 Water and wastewater queries Interruption to supply In an emergency Found a leak off your premises? Open 24/7 Leakage Find and Fix for leaks on your business premises Open 24/7 We want you to make the most of the service we offer, but if you aren t happy with anything, please tell us we want to know and put things right for the future. The first point of contact is the customer services team (see Billing services and enquiries opposite for contact details). If together we can t agree, independent help is available from: Consumer Council for Water Website: Telephone: or In writing: Ground Floor, Carlyle House, Carlyle Road, Cambridge CB4 3DN 18 19

11 LED 262/02/13 Important information about the way we use your personal information and how certain information may be used by Credit Reference and Fraud Prevention Agencies. All personal information you provide to us or we get from other sources is processed by us in accordance with the Data Protection Act 1998 and other relevant legislation. We may use your information (or provide it to third parties who work on our behalf) for the purposes for which it has been provided or obtained or it may be used for other lawful purposes. Your personal information will be accessible to appointed third parties working on our behalf who operate outside the European Union. We take steps to ensure that all personal information transferred outside the European Union in this way is given adequate protection, as required by the Data Protection Act. Where you have requested another product or service, relevant personal information we hold about you may be disclosed to other companies in the Anglian Water Group, their contractors and selected third parties. From time to time, we may also send you marketing information by post for products and services that relate to our business or information we consider helpful to our customers. You can contact us at any time to opt out of these communications. We may check your details (and anyone else who is jointly responsible for our charges) with those held by credit reference (CRA s) and fraud prevention agencies. The agencies supply to us both public and shared credit and fraud prevention information, which we may use to confirm your identity and help us assess how best to manage your account. When a CRA receives a search from us, they will place a search footprint on your credit file containing information that may be seen and used by other organisations who share data with the same agency. It s your responsibility to keep us updated on any changes to circumstances that affect payment for the services we provide. For example, changes to joint liability or informing us when you leave the property. If you move without paying your final bill and letting us know where you are, we will use the information held by CRA s to trace your whereabouts and recover the debt. In managing your account, we may also share information with credit reference agencies in a number of other ways: 1. We may ask a CRA to publish missed or late payments on your credit file. We can ask a CRA to record an outstanding debt as a default which will remain on file for 6 years where you don t pay or discuss a repayment plan with us. 2. This information will be seen by other organisations which share data with the same agency and may be used by them to make decisions about applications from you for credit or for other financial services and products. 3. Once a default is registered, we will ask the CRA to update the account. How to find out more This is a condensed version. If you would like to know more about how your data may be used, please visit our website at anglianwater. co.uk or phone You can also contact Experian, the CRA with whom we share your data, to ask to see the information they hold about you. Experian, Consumer Help Service, PO Box 8000, Nottingham NG80 7WF or call or log on to They will charge you a small statutory fee for this service. Things you should know about your meter A water meter records the amount of water you use at your property. We use readings taken by an authorised person from that meter as proof of the amount of water used on that supply, unless the meter is proved not to be working correctly. If you think your meter isn t recording this information correctly, you can ask to have it tested. If the test shows that the meter isn t working as it should, we ll replace it and re-calculate your last bill. But, if it s found to be working correctly, you ll be charged for the test. A meter will be considered inaccurate if a test shows that it measures outside of an acceptable margin of error. If this is the case, we ll assume the meter has been incorrectly recording since the reading before last and unless we know other wise, we ll re-calculate the last 2 bills. Moving premises If you move from a property that has a water meter, but forget to tell us at least two working days before you move out, you may be charged until: (a) 28 days have passed since you moved out; (b) we read the meter as part of our routine billing process; or (c) the next occupier contacts us to tell us that they are now responsible for charges at that address. Please don t alter or remove your meter in any way. It s fraud and so is an offence. 4. For paying customers, the information we share with CRA s will help to build a positive credit history. If we suspect any fraudulent activity, we will pass the information to fraud protection agencies.