Our services and tariffs. A guide to our charges and policies

Transcription

1 Our services and tariffs A guide to our charges and policies

2 South East Water Choice South East Water Do these prices apply to you? These charges purely relate to business customers whose premises have been determined as being eligible for the competitive market i.e. the main use of the premises is not as a home. The services and tariffs set out in this document relate to our customers who have contracted with us and pricing relates to both water and wastewater services. If you have not yet taken advantage of the benefits that contracting for both these services can bring then please contact us to see how we can help. Our business South East Water Choice is the business retail function of South East Water Ltd that supplies top quality drinking water to 2.1 million customers in the South East of England. With responsibility for being the retailer for our business customers we aim to provide a quality retail service for all of our customers. What are our retail services We have been providing retail services to you for many years and we have recently rebranded ourselves as South East Water Choice, set up specifically to provide a service to all our business customers. From 1 April 2017 you can now have a combined water and wastewater bill for the services at your property. The services that we provide are; Billing services Customer services Meter reading Liaising with your water and wastewater wholesaler We also provide additional services including; Automated meter reading solutions Leak detection and repair Water efficiency and audits To find out more about benefitting from any of these services then please contact us on Our supply area Our supply area is shown below and we can provide retail services for both water and wastewater services in this area. Western region Eastern region Published April

3 Household Premises Charges Scheme 1 April 2016 to 31 March 2017 Contents Useful information Tariff descriptions Our operational services Our additional services Retail tariff descriptions Wholesale tariff requirements What happens if my contract is terminated Appendix 1 Primary charges Schedule of charges effective from 1 April March

4 South East Water Choice Useful information When to contact us South East Water Choice provide all your retail services and you should contact us directly in regard to billing queries, payments and general enquiries. Call us between 8am and 6pm from Monday to Friday. Billing and payment enquiries hr automated payment line Service requests and supply queries (not emergencies) Write if you would like to write to us for any reason please use the following address or South East Water Choice Rocfort Road Snodland Kent ME6 5AH Water and Wastewater Emergencies In an emergency such as a water leak, sewer blockage or sewer flooding then you can contact your water or wastewater wholesaler directly for assistance. They operate a 24 hour 7 days a week service for all customers. Details are; Water Emergencies South East Water Wastewater Emergencies You will be supplied by one of the wholesalers below; Thames Water Southern Water The Consumer Council for Water If you have followed our complaints process but are still unhappy, the Consumer Council for Water offers free independent advice. You can visit its website ccwater.org.uk, call on , or write to the Consumer Council for Water, c/o 1st Floor, Victoria Square House, Victoria Square, Birmingham, B2 4AJ. Calls to 03 numbers are charged at the standard geographic rate and must be included in any inclusive call minutes offered by your telephone company. 4

5 Services and tariffs Tariff descriptions This outlines our core tariff offering for both metered and unmetered customers who have chosen to enter into a contract with us. Our operational services When you ask us or the wholesaler to undertake work for you then there are times that charges will be payable. This document outlines the prices you will pay when those events occur. Many of the charges will only be payable once you have specifically asked for some work to be undertaken and in these circumstances we will always advise you of the likely charges. Where charges are defined as Price on Application this is because the job is often bespoke and will be based on a fixed quotation or open quote from the wholesaler. Our additional services South East Water Choice offers a range of additional products and services to our business customers. These are defined below but should you wish to talk further about these in detail then please contact us on

6 South East Water Choice Retail tariff descriptions By contracting with South East Water Choice we are able to offer you a varied range of tariffs to meet your requirements 1. Our available tariffs 2 are described below. Small and medium users Less than 100,000 m 3 of water usage per year Select tariff Metered premises Select tariff Unmetered premises Where your property is metered then charges for both water and wastewater services will be based on the water consumption recorded through your meter multiplied against a fixed unit rate ( /m 3 ). In addition there will be standing and fixed charges that apply to the premises and these charges will be based on quoted fixed charges. Any relevant standing charges are also fixed and quoted based on an annual rate. Where your property is unmetered then charges will be based on either; Rateable value A charge for water and wastewater services at a unit price multiplied by each of rateable value for your property. Assessed charge Your wholesaler will have determined by assessment a charge band or value for the services at your premises and this will be the basis of your charge for water and wastewater. In addition there will be standing and fixed charges that apply to the premises and these charges will be based on quoted fixed charges. Any relevant standing charges are also fixed and quoted based on an annual rate. Medium users More than 10,000 m 3 of water usage per year Block tariff 3 Metered premises This tariff provides fixed standing charges and a unit rate for ( /m 3 ) which reduces as your volumetric consumption increases. These bands are set and based on monthly consumption. Your wastewater rates are fixed on a consistent price based on your previous years consumption. In addition there will be standing and fixed charges that apply to the premises and these charges will be based on quoted fixed charges. Any relevant standing charges are also fixed and quoted based on an annual rate. Large users More than 100,000 m 3 of water usage per year Tracker tariff Metered premises Tracker tariff Unmetered premises Management fee tariff Metered premises Management fee tariff Unmetered premises This tariff is designed where we charge an agreed percentage uplift on wholesale water and wastewater charges for the provision of our retail services. The wholesaler will charge for your services based on; Where your property is metered then charges for both water and wastewater services will be based on the water consumption recorded through your meter multiplied against a fixed unit rate ( /m 3 ). In addition there will be standing and fixed charges that apply to the premises and these charges will be based on a charge. Any relevant standing charges are also fixed and quoted based on an annual fixed rate. This tariff is designed where we charge an agreed percentage uplift amount in addition to wholesale water and wastewater charges for the provision of our retail services. The wholesaler will charge for your services based on; Rateable value A charge for water and wastewater services at a unit price multiplied by each of rateable value for your property. Assessed charge Your wholesaler will have determined by assessment a charge band or value for the services at your premises and this will be the basis of your charge for water and wastewater. In addition there will be standing and fixed charges that apply to the premises and these charges will be based on quoted fixed charges. Any relevant standing charges are also fixed and quoted based on an annual rate. This tariff is designed where we charge an agreed annual amount in addition to wholesale water and wastewater charges for the provision of our retail services. The wholesaler will charge for your services based on; Where your property is metered then charges for both water and wastewater services will be based on the water consumption recorded through your meter multiplied against a fixed unit rate ( /m 3 ). In addition there will be standing and fixed charges that apply to the premises and these charges will be based on a charge. Any relevant standing charges are also fixed and quoted based on an annual fixed rate. This tariff is designed where we charge an agreed annual amount in addition to wholesale water and wastewater charges for the provision of our retail services. The wholesaler will charge for your services based on; Rateable value A charge for water and wastewater services at a unit price multiplied by each of rateable value for your property. Assessed charge Your wholesaler will have determined by assessment a charge band or value for the services at your premises and this will be the basis of your charge for water and wastewater. In addition there will be standing and fixed charges that apply to the premises and these charges will be based on quoted fixed charges. Any relevant standing charges are also fixed and quoted based on an annual rate. 6 1 The tariffs listed above relate to customers who enter into a contract with South East Water Choice for the provision of both water and wastewater services. 2 Not all tariffs are suitable or available for all customers and we reserve the right to limit the tariffs that you may be offered. 3 This tariff is dependant on the customer meeting the underlying wholesale requirements.

7 Services and tariffs Wholesale tariff requirements Where any tariffs that we offer are reliant on the premises or supply point being on a wholesale tariff that has rules which need to be adhered to, then we have explained the rules below. Wholesale tariff requirements Block tariff Water (South East Water) Super Economy Water (South East Water) Rules that need to be met to achieve wholesale block tariff entry are: Monthly read meter Monthly billed No more than 2 consecutive estimated bills Uses more than 10,000m 3 per year Rules that need to be met to achieve wholesale Super Economy entry are: Already on tariff on 31 March 2017 Uses more than 50,000m 3 of water per year Agrees an annual reservation charge by the date determined by the wholesaler 7

8 South East Water Choice Menu of operational services Total Disconnection Disconnection 1 requested by customer (Section 62) Temporary standard disconnection (e.g. for non payment) Permanent or temporary non-standard disconnection (inc plug/clamp) Survey Disconnection refer to inspection/survey charges NOTE: Properties are disconnected either at a customer s request, or when permitted by law for non-payment of charges or to protect water quality. Emergency temporary disconnection (e.g. in case of internal leak) Standard (turning off supply at stoptap) Non-standard / out of hours Reconnection 2 Standard reconnection Non-standard reconnection (including clamp/plug) A new connection must be applied following refer to New Connection Charges all permanent disconnections 3 Emergency temporary reconnection Standard (turning on supply at stoptap) Non-standard / out of hours Inspection / survey charges Retailer only visit (first hour) Additional 30 mins (up to four additional hours 4 ) Wholesale only inspection (first hour) Additional 30 mins (up to four additional hours 4 ) Survey First hour Additional 30 mins (up to four additional hours 4 ) Sewerage related charges Southern Water wholesale area Wholesale only field activity Standard hours Inspections Surveys Visits Any of the above requiring additional resource Site Surveys that are undertaken for the reasons below; 5 Supply point Investigation using company systems

9 Services and tariffs Menu of operational services continued Total Wholesale only field activity Out of hours Inspections Surveys Visits Any of the above requiring additional resource Site Surveys that are undertaken for the reasons below; 5 Supply point Investigation using company systems Sewerage related charges Thames Water wholesale area Requests for assessments or reviews where wholesaler data established as correct without the need for a site survey Requests for assessments or reviews where wholesaler data established as correct following site survey Testing of meters on-site Meter checked on-site First visit test shows meter to be accurate Subsequent visit Test shows meter accurate connected to a house Test shows meter accurate other meters Test shows meter to be inaccurate Meter removal Test shows meter to be accurate connected to a house Test shows meter to be accurate other meters 6 Test shows meter to be inaccurate Metering Installation of meter (where feasible) Replacement of faulty meter 7 Other metering works Survey refer to inspection/survey charges Relocate meter Change of meter model/size Adhoc metering works (e.g. enabling works that we agree to carry out) NOTE: Activities above may be combined Adhoc meter reading Adhoc meter reading visit Note: Unless specified above, all services are only provided during standard hours : Price On Application 1 Where disconnection is non-standard, and re-connection is also expected to be non-standard we will provide a quote for this reconnection. The cost of this quote will be added to the non-standard re-connection charge. 2 In the case of reconnection following disconnection due to water quality or breach of water fitting regulations, an inspection and/or sample charges may apply. 3 Where the premises/supply point is not currently metered. 4 Where inspection/survey is expected to exceed five hours overall we will seek consent before continuing works. 5 Only charged where the Wholesaler identifies either its data, its tariff or other supply point data being investigated is correct. 6 New meter will be installed to allow for the testing. 7 Where damage is done by customer, then repairing or replacing the meter will be charged including survey costs. If a change of size/model/location is requested then additional charges may be payable, as outlined in table above. 8 This charge applies if we are unable to read meter due to your acts of omission, and as set out in sections and

10 South East Water Choice Menu of operational services continued Total Debt and payment charges Returned cheques Rejected direct debit Legal and trace fees Exercise of power of entry Debt collection agency fees Water quality testing Water quality testing Inspection charges to obtain sample may also apply see inspection costs above Abortive / cancellation charges Standard missed appointment Non-standard missed appointment 9 Standard cancellation (same day) Non-standard cancellation 9 (same day) Sewerage related charges Southern Water Wholesale Area Abortive visits Standard Hours (defined by wholesaler) Abortive visits Outside normal work hours (defined by wholesaler) Sewerage related charges Thames Water Wholesale Area Abortive visits Miscellaneous charges Installation of splitters and data loggers Survey and installations works Specific terms and conditions may apply Location of leaks and repairs Leak detection and repair services Specific terms and conditions may apply Adhoc/miscellaneous works Adhoc/miscellaneous works Specific terms and conditions may apply Replacement of lead pipe Replacement of communication pipe (provided customer replaces supply pipe) Adhoc works (e.g. replacement of supply pipe) Specific terms and conditions may apply Map charge Providing water infrastructure maps to customers (per map) (no site visit required) Note: Unless specified above, all services are only provided during standard hours : Price On Application 9 Non-standard cancellation and abortive fees will cover the costs incurred up to the time of cancellation and the costs of any resources that we are unable to reallocate to other activities (such as highway closures, plant hire, multiple workforce, etc.). 10

11 Services and tariffs Menu of additional services Consolidated billing Consolidated billing (specific to number of premises, frequency of billing and meter reading) Billing data services service set up Billing data services service delivery Water efficiency audits Initial advice Efficiency audits Automated meter reading Installation Equipmovision Data services Technical services Services not requiring a site visit Services requiring an on-site Provision of equipment 1 Total Note: Unless specified above, all services are only provided during standard hours : Price On Application 1 Charges will relate to usage or hire of necessary equipment to undertake the instructed technical service. 11

12 South East Water South East Water Choice What happens if my contract is terminated In some circumstances either you or South East Water Choice may terminate the contract between us. For example it may be that you have moved to another retailer or decided that you want to revert to our Default Tariffs. There are also times when your contract reaches the end date and you have not agreed a new contract with us. When this happens you will continue on your current tariff type on a rolling term contract. If you are a microbusiness (a business with less than 10 employees), then we can only do this for 12 months after the date of your original contract end date. After that 12 months you will revert to our standard default tariff. Our standard published default tariffs are shown opposite

13 Services and tariffs Appendix 1 Primary charges, Excluding VAT All charges are effective from 1 April 2017 Unmetered water supplies Standing charge Sussex (Eastern region) West Kent (Eastern region) Mid Southern (Western region) Mid Kent (Eastern region) Rateable value charges Value charge per of rateable value Sussex (Eastern region) West Kent (Eastern region) Mid Southern (Western region) Mid Kent (Eastern region) Metered water supplies The following charges apply from 1 April and where applicable metered bills will be apportioned to take into account any consumption prior to 1 April. This will be shown on the bill as two separate calculations. Standard volumetric charges Volumetric charge per m 3 Western region monthly read meters Eastern region monthly read meters Western region six monthly read meters Eastern region six monthly read meters Annual standing charge Meter size (mm) Six monthly read 12/ / / /32/ / / / Meter size (mm) Monthly read 12/ / / /32/ / / /

14 South East Water Choice Primary charges, continued Block tariff Volumetric charge per m 3, monthly read Western region Eastern region Consumed water (per annum) Volumetric charge /m³ 0-10 ML ML ML ML Super economy tariff Region m 3 per annum Fixed charge ( ) Capacity charge per 1000 m 3 ( ) Usage charge ( per m 3 ) Excess usage charge ( per m 3 ) Western region Band A 50,000 to 249,999 5,477 89, Eastern region Band B 250,000 15,033 86, Band A 50,000 to 249,999 7, , Band B 250,000 19, , Assessed water charges Non-household premises with just a sink and toilet facilities with usage estimated below 80 cubic metres per year Other non-household properties Most properties with swimming pools are metered. An additional charge of will be made for those unmeasured properties with swimming pools. These charges are levied for the period 1 April to 31 March and are not apportionable on change of occupation of the premises during the year. As part of our policy to promote efficient use of water we will progressively meter all properties with swimming pools. 14

15 Services and tariffs

16 You can contact us in the following ways: southeastwaterchoice.co.uk South East Water Choice Rocfort Road Snodland Kent ME6 5AH South East Water Limited trading as South East Water Choice Registered in England No Registered Office: Snodland, Kent ME6 5AH SEWC/S&T/0417-1