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. 

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 F1

Unannounced and/or unplanned visits to Eligible Premises e.g. to conduct water sampling or to monitor compliance with the Water Fittings Regulations

Form to be completed: NA

Process F2

Announced planned visits to Eligible Premises e.g. to monitor compliance with the Water Fittings Regulations

Form to be completed: NA

Process F3

Visits by the Wholesaler to Eligible Premises not covered by the other processes

Form to be completed: NA

Process F4

Non-Household Customer enquiries

Form to be completed: F01

Process F5

Non-Household Customer complaints

Form to be completed: F02

Process F6

Water Fittings Regulations enquiries and notifications

Form to be completed: NA