New retail connections

Completing a new retail application includes six processes (Process A1-A6). The steps to complete each process and the required forms can be found in this section. 

Part A

This part A (New connections) only applies to communications between the Retailer and the Wholesaler, although the Wholesaler may choose to follow similar processes when it engages with a Non-Household Customer such as a developer directly.

The Wholesaler and the Retailer shall follow the processes outlined below (New connections) so that:

  • The Wholesaler can Register all new connections and new Supply Points with the Market Operator
  • The Retailer can arrange a new connection for its customer if required.

The required forms should be completed by the retailer and submitted to the Wholesaler. Once completed the relevant documentation should be uploaded to the online portal using this form. 

Metering

This section outlines seventeen different processes relating to metering (Process B1-B17). The steps to complete each process and the required forms can be found below. 

Part B

This section sets out the processes which the Wholesaler and the Retailer shall follow in relation to installation, accuracy testing, fault and repair, and change of meters owned by the Wholesaler, and Retailer requests for Meter Reads for Non-Market Meters in certain circumstances.

This part B (Metering) also includes processes which the Wholesaler and the Retailer shall follow in relation to Private Meters which are not owned by the Wholesaler and which are necessary for the calculation of Primary Charges for Trade Effluent Services, or for Trade Effluent Services and Foul Sewerage Services and in relation to Cross Border Meters which are necessary for the calculation of Primary Charges for Sewerage Services.

The required forms should be completed by the retailer (you) and submitted to the Wholesaler (Albion Water). Once completed the relevant documentation should be uploaded to the online portal using this form. 

Verification of arrangements

Confirming and verifying supply arrangements includes seven processes. The steps to complete each process and the required forms are shown below. The forms should be completed by the retailer and submitted to the Wholesaler. 

Part C

Confirmation and verification of supply arrangements sets out the processes to be followed by the Retailer and the Wholesaler in the following circumstances:

Planned activities

This section has three process (D1-D3) which outline how the wholesaler should notify the retailer that there is planned activities or affected services at a given supply point. There is no forms to be completed by the retailer or wholesaler.  

Part D

Planned activities and affected services sets out processes relating to the long-term planning, short-term planning and reactive activities carried out by the Wholesaler in relation to the provision of Water Services and/or Sewerage Services. Under all these processes the Wholesaler shall notify the Retailer of any planned interruption to supply including any decrease in water pressure to below the applicable minimum standard, which takes place within all or part of its Area and which is reasonably likely to affect the supply to the Retailer's Non-Household Customers.Such notifications shall be by electronic means.

In addition, the Wholesaler shall also notify the Retailer of any planned change to supply, including any change in pressure or change in the composition of water provided, which takes place within all or part of its Area and which is reasonably likely to affect the supply to Eligible Premises which are the subject of Non-Public Health Related Site Specific Arrangements.

The Wholesaler should continue to conduct any public consultations or campaigns which it runs in relation to planned activities affecting its Network and shall not exclude Non-Household Customers from those communications.

The Wholesaler must also ensure that, where it is required to do so (for example when making a Disconnection for the purposes of carrying out works under section 60 of the Water Industry Act 1991) it provides notice to the NonHousehold Customer and makes an alternative supply.

The Retailer shall also notify its Non-Household Customer of any planned interruption to supply (and, in the case of any Non-Public Health Related Site Specific Arrangements, any planned change to supply) covered by this part D which is reasonably likely to affect it, and the Wholesaler and the Retailer shall co-operate to ensure any such notifications are consistent with each other.Such co-operation shall include but is not necessarily limited to following the processes in this part D (Planned activities and affected services).

If, at any time, the Retailer becomes aware of any Drinking Water Supply Change, Sewer Flooding or Other Public Health Risk, it shall follow the twenty-four (24) hour contact arrangements described under heading C (24 hour contact arrangements) of part E (Unplanned events and incidents).

For clarity, this may be at any time before, during or after planned works. If circumstances change in respect of planned activities, the processes at part E (Unplanned events and incidents) may apply.

Unplanned events and activities

This section outlines how a Wholesaler will notify a retailer of unplanned events and incidents that affect the water or sewerage services. This includes seven process (E1-E7). Further information on each step can be found below. Please note there is no forms to be completed or submitted by the retailer. 

Part E

Unplanned events and incidents sets out the processes to be followed in relation to changes to Water Services and/or Sewerage Services which are not planned by or on behalf of the Wholesaler, for example Emergencies, potential drinking water quality incidents, pollution incidents and droughts. The Wholesaler may have a number of plans in place for addressing how such events or incidents shall be managed and the processes in this part E (Unplanned events and incidents) must be followed in conjunction with those Wholesaler plans.

Monitoring investigations and complaints

This section sets out the processes for the interaction between the wholesaler, retailer and retailer's non household customer. There are six processes within this section (F1-F6). The steps to complete each process and the required forms can be found below. 

Part F

Monitoring, investigations, complaints and enquiries sets out processes for the interaction between the Wholesaler, the Retailer and the Retailer’s Non-Household Customers, including processes to be followed in relation to visits to Eligible Premises for monitoring or investigation purposes.

Also sets out the processes to be followed in relation to planned visits not covered in other parts, as well as processes to be followed when enquiries or complaints are received from Non-Household Customers.

This section does not apply to any enquiries, monitoring or other visits relating to Trade Effluent as these are covered by part G (Trade Effluent). Complaints relating to Trade Effluent are included in Process F5.

The forms should be completed by the retailer (you) and submitted to the Wholesaler (Albion Water). Once completed the form should be uploaded to the online portal using this form. 

Allowances assessment requests

This section sets out the processes that the Wholesaler and the Retailer shall follow when the Retailer wishes to apply for an allowance or volumetric adjustment in respect of a Wholesale Charge. There is seven processes within this section (H1-H7). The steps to complete these processes and the required forms can be found below. Please note the forms should be completed by the retailer (you) and submitted to the wholesaler (Albion Water). 

Part H

Allowances, assessment requests and incentive applications sets out the processes that the Wholesaler and the Retailer shall follow when the Retailer wishes to apply for an allowance or Volumetric Adjustment in respect of a Wholesale Charge (for example in respect of leaks or bursts), a Contribution Offer in respect of installing a meter at an Unmeasured or Assessed Service Component at a Supply Point, review of charges in respect of an Assessed Supply Point or for a Gap Site or Vacant Premises incentive payment.

This section (Allowances, assessment requests and incentive applications) also includes the processes by which the Wholesaler or the Retailer may make or apply for a change in the Tariff applied to any of its Non-Household Customer’s Service Components.

The forms should be completed by the retailer (you) and submitted to the Wholesaler (Albion Water). Once completed the form should be uploaded to the online portal using this form.

Disconnections

This section sets out the processes by which the Wholesaler and Retailer should interact in relation to making either temporary or permanent disconnections. There are twelve processes within this section (I1-I12). The steps to complete each process and the required forms can be found below.

Part I

This section sets out the processes by which the Wholesaler and Retailer should interact in relation to making either Temporary Disconnections or Permanent Disconnections of some or all of the water connections to an Eligible Premises, and any subsequent reconnections. This section also sets out the process to be followed for gaining entry to an Eligible Premises for the purposes of Disconnection using the Wholesaler's powers of entry. In addition to following the processes set out here, the Wholesaler and Retailer shall follow and observe any statutory or other requirements.

For example:

  • any consumer protection or debt management guidelines as well as any payment terms agreed between the Retailer and its Non-Household Customer. These processes assume all such customer protection or debt management steps have been taken before the processes are initiated; and
  • that the Wholesaler informs any other Relevant Authority, such as the Environmental Health Department, Animal Health and Veterinary Laboratories Agency and/or Defra, where it is required to do so.

The forms should be completed by the retailer and submitted to the Wholesaler. Once completed, the form should be uploaded to the online portal using this form.