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.

A full guide with step by step information can be found here

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

Process I1

Disconnection requested by the Retailer and performed by the Wholesaler in relation to Non-Household Customer non-payment

Form to be completed: I01

Process I2

Disconnection requested by the Retailer and performed by an Accredited Entity in relation to Non-Household Customer non-payment

Form to be completed: I01

Process I3

Disconnection performed by the Wholesaler for illegal use Document reference Appendix 4 Part 3 Operational Terms Version 20160830 Page 155 of 171 Number Process

Form to be completed: NA

Process I4

Disconnection performed by the Wholesaler for breach of Water Fittings Regulations

Form to be completed: NA

Process I5

Disconnection requested by the Non-Household Customer and performed by the Wholesaler

Form to be completed: I02

Process I6

Disconnection requested by the Non-Household Customer and performed by an Accredited Entity

Form to be completed: I02

Process I7

Gaining entry to an Eligible Premises for the purposes of Disconnection using the Wholesaler's powers of entry at Retailer request

Form to be completed: I03

Process I8

Reconnection requested by the Retailer and performed by the Wholesaler

Form to be completed: I04

Process I9

Reconnection requested by the Retailer and performed by an Accredited Entity

Form to be completed: I04

Process I10

Reconnection performed by the Wholesaler following rectification of a breach of Water Fittings Regulations

Form to be completed: I04

Process I11

Reconnection performed by the Wholesaler following a Disconnection requested by a Non-Household Customer

Form to be completed: I04

Process I12

Reconnection performed by an Accredited Entity following a Disconnection requested by a Non-Household Customer

Form to be completed: I04