Scheme of Charges 2018-19 - Welsh Water
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Scheme of Charges 2018-19
DŵrCymru
Dŵr CymruWelsh
Welsh Water
Water 2
Index
Definition of terms 03
Contents 05
The not-for-profit story
Discover where your money is invested at
dwrcymru.com/differentScheme of Charges 2018-19 3
Definition of terms
In this Scheme, unless the context otherwise requires:
‘Act’ means the Water Industry Act 1991 ‘Household’ any building or part of a
and amendments thereto. building which is occupied as a dwelling
house, whether or not a private dwelling
‘Billing Company’ for any premises is the
house, or which, if unoccupied, is likely to be
company other than Dŵr Cymru Cyfyngedig
so occupied. (As described in Section 219
that supplies the water service to the
of the Act). In particular, a house includes
premises and is responsible for collecting
a flat but not a caravan or mobile home
the sewerage charges in respect of those
which is temporarily situated.
premises on behalf of Dŵr Cymru
Cyfyngedig. ‘Household purposes’ generally means
a supply for drinking, washing, cooking,
‘Company’ means Dŵr Cymru Cyfyngedig.
central heating and sanitary purposes and
‘Connection’ means a connection regulated is defined in Section 218 of the Act.
by the Act and other relevant legislation by
‘Infrastructure charge’ means a water
virtue of which the customer receives the
infrastructure charge or a waste water
benefit of the Company's services.
infrastructure charge.
‘Customer or potential customer’ means
‘Measured charges notice’ means the
a person receiving a service from the
request from the Customer to the Company
Company or who is liable to pay charges
to fix charges in respect of the supply by
in accordance with the Company's charges
reference to the volume of water supplied.
scheme, or a person who might become
(As described in Section 6 of the Water
such a person on making an application
Industry Act 1999). The Company will
for the purpose to the Company.
accept requests made via our website
‘Domestic sewage’ means the content of dwrcymru.com or by calling us on
lavatories, water which has been used for 0800 052 0140.
cooking or washing, and surface water but
Meters: A ‘screw in’ meter has concentric
does not include water used for the
ports for a single connection to pipework
business of a laundry or for a business of
and is the type generally fitted in the
preparing food or drink for consumption
Company’s standard boundary box.
otherwise than on the premises (cf Section
An ‘in line’ meter has a pipe connection
117 of the Act).
at both ends.
‘Fixed term tenancy’ means any tenancy
‘Non-household’ a premises/customer other
other than a periodic tenancy.
than a household premises/customer.
For definition of household see above.Dŵr Cymru Welsh Water 4
‘Non potable water’ means water not ‘Redevelopment’ is a site where connections
intended to meet the standards of are changed or their use is changed.
wholesomeness set out in regulations made Redevelopment includes, for example,
under the Water Industry Act 1991. replacement of old houses with new houses,
alteration of a large house into flats,
‘Occupier’ includes in addition to any
combining two or more properties into one,
person in actual occupation of premises
replacement of a factory with offices,
any person who maintains premises used
extension of a factory or offices, and the
or intended for use as a dwelling or as
change of a building water supply to
office or commercial premises furnished
a house connection.
and ready for letting.
‘Renovation’ means any work carried out
— maintains any newly constructed or
within the property which can be anything
converted premises ready for sale or
from painting and decorating to structural
letting
work.
— maintains any other premises in
‘Service pipe’ means the pipe (or part
a condition in which they can be put
of the pipe) to supply water from the
to use for their intended purpose
Company's water main to any premises
— maintains premises for multiple and is defined in section 219 of the Act.
occupation with shared facilities or
‘Single site’ refers to premises within one
as a holiday or student hostel or other
location.
accommodation for short term
occupation or letting. ‘Supply pipe’ means any part of a service
pipe which the Company could not be, or
‘Potable water’ means water intended to
have been, required to lay under Sections
meet the standards of wholesomeness set
45 and 46 of the Act.
out in regulations made under the Water
Industry Act 1991. ‘Trade effluent’ is any liquid, either with
or without particles of matter in suspension
‘Premises’ mean a permanent building,
therein, which is wholly or in part produced
its grounds and appurtenances or any
in the course of any trade or industry
facility for which a supply of water is made
carried on at trade premises but does not
available. A building includes a house,
include domestic sewage and is defined
a part of a building capable of separate
in Section 141 of the Act.
occupation.
‘Rateable Value’ (RV) means the value
shown in the valuation list maintained by
a rating authority under Part V of the
General Rate Act 1967 on 31 March 1990,
and includes rateable values which are
proposed at that date and are subsequently
directed to become effective from a date
on or before 31 March 1990.Dŵr Cymru
Scheme Welsh 2018-19
of Charges Water 5
Contents
1. Introduction 6
2. Complaints 7
3. Value Added Tax 9
4. Liability for charges 9
5. How we charge you 11
6. How to pay 19
7. Other charging documents 22
8. Household charges 23
9. Non Household charges 26
10. Trade effluent charges 29
11. Other charges for meters 33
12. Miscellaneous charges 35
13. Infrastructure charges 36Dŵr Cymru Welsh Water 6
1. Introduction
This booklet contains the Company's The Company supplies water, sewerage,
‘Charges Scheme’ made under the and trade effluent services to homes,
provisions of the Water Industry Act 1991. offices, businesses and factories in the area
The charges contained in this booklet will shown on the map below.
apply for the period 1 April 2018 until 31
Where the Company supplies only water
March 2019. In accordance with the
services and another company provides the
Company's duty under the Act and its
sewerage services, Dŵr Cymru Welsh Water
Licence (the Instrument of Appointment) as
will issue a bill on behalf of both service
the water and sewerage undertaker for its
providers. For the areas where only the
area, the Company has taken steps to
sewerage service is provided by Welsh
ensure that the charges do not unduly
Water, the company providing the water
discriminate against, or show undue
service is the billing company.
preference, to any class of persons.
Llandudno
Holyhead
Rhyl
Bangor
Mold Customers who are planning
Wrexham
to move to a new property
can contact the Company on
Pwllheli
0800 052 0145 or email water.
Dolgellau
Water region boundary enquiries@dwrcymru.com in order
Sewerage region boundary
to ascertain the basis on which
they would pay charges for the
property.
Aberystwyth
The Company produces a
Cardigan number of customer information
Hereford
Fishguard Brecon publications about the services
Carmarthen it provides. Details of these can
Monmouth
Haverfordwest Merthyr Tydfil be found on our website
Llanelli
Swansea
dwrcymru.com
Chepstow
Bridgend Newport
CardiffScheme of Charges 2018-19 7
2. Complaints
We always aim to get things right first time, Water services
every time — but we know that occasionally Water.operations.enquiries@dwrcymru.com
things can go wrong. Our preferred method
Water Customer Services
of dealing with a complaint, is by telephone
Dŵr Cymru Welsh Water
as this is the quickest way to get it resolved.
PO Box 3118
Customers can call us on one of the
CF30 0BY
following numbers:
Sewerage enquiries
Billing and accounts
Sewerage@dwrcymru.com
0800 052 0145
Sewerage Customer Services
Water services and emergencies
Dŵr Cymru Welsh Water
0800 052 0130
PO Box 3118
Sewerage services and emergencies CF30 0BY
0800 085 3968
Business Account Management Service
Business Customer Team BCT@dwrcymru.com
0800 260 5051
Business Customer Team
If you have given us a ring and you still want PO Box 3162
to make a complaint, you can get in touch Cardiff
by email or letter. To make sure your CF30 0FD
complaint goes to the right team, please
use one of the addresses below. If you are
still unhappy with the reply to your
complaint, or the way your complaint was
handled, you can write to us and ask for
one of our Directors to carry out a review.
To do this, please contact us again using
the relevant address below:
Billing and accounts
Water.enquiries@dwrcymru.com
Billing Customer Services
Dŵr Cymru Welsh Water
PO Box 690
CF3 5WLDŵr Cymru Welsh Water 8
If we have fully reviewed your complaint and WATRS
you believe we could have done more, you International Dispute Resolution Centre
can ask the Consumer Council for Water 70 Fleet Street
(CCWater) to review your case. This is an London
independent body which represents EC4Y 1EU
customers’ interests and investigates
0207 123 4567
complaints. You can visit their website
www.watrs.org
www.ccwater.org.uk, call them on
0300 034 3333, or write to them at; Certain complaints can be referred to
Ofwat. These are mentioned in the relevant
Consumer Council for Water
sections of this booklet. Their contact
c/o 1st Floor,
details are:
Victoria Square House,
Victoria Square, The Water Services Regulation Authority
Birmingham, (OFWAT)
B2 4AJ Centre City Tower
7 Hill Street
The CCWater will normally only investigate
Birmingham
complaints that have previously been
B5 4UA
referred to the Company. When writing to
them, it would be helpful to enclose a copy 0121 644 7500
of the response from the Company. Email: mailbox@ofwat.gsi.gov.uk
If your complaint has been fully reviewed Any correspondence with Ofwat should
by us and CCWater, and you remain enclose copies of correspondence with
dissatisfied, you can contact WATRS. the Company and CCWater.
WATRS is a free and independent
adjudication service which reviews disputes
between customers and companies that
CCWater have not been able to resolve
and has reached a state of deadlock.
Their contact details are below; you can
make an application on their website or ask
for an application form to be sent to you.
Information about our complaints procedure is available in our booklet
'How we handle your complaints and compliments'.
This can also be found on our website dwrcymru.com.Scheme of Charges 2018-19 9
3. Value Added Tax 4. Liability for charges
VAT will be added to water supply charges Water and sewerage charges are payable
(including water for construction) to for all premises to which a supply of water
customers whose industrial activities are or a sewerage service is made available,
defined within divisions 1-5 of the Standard whether or not such supplies are actually
Industrial Classification List 1980 (SIC). used. Charges for these services are to be
VAT will be charged at the rate prevailing paid by the occupier of a property except
at the time the bill is issued. Water supply where there is an express agreement
charges to all other customers are zero between a third party and the Company
rated for VAT purposes. to pay the charges. Where there is more
than one person occupying a property then
any occupant can be asked by the
Company to pay the whole bill if the others
do not. Where two or more separately
occupied properties are supplied through
one meter, charges are to be paid by the
person identified by the Company as being
responsible for the meter. It is the
responsibility of the various occupiers to
arrange the allocation of the overall bill
and the collection of the money.
Generally it is the responsibility of the
occupier to inform the Company of a
change of occupancy. From 1 January 2015
the owner of a residential property also
became responsible (under the Water
Industry (Undertakers Wholly or Mainly
in Wales) (Information about Non-owner
Occupiers) Regulations 2014) for informing
the Company who is occupying their
property. Landlords must therefore now,
having notified the tenants that they are
providing this information and that it will
be used by the Company for the purposes
of all billing requirements including debt
collection, tracing and enforcement (where
appropriate), provide the Company with:Dŵr Cymru Welsh Water 10
— the full names of all adults in occupation Charges will be waived where customers
can demonstrate that the property is
— the dates of birth of all adults in
unoccupied for exceptional reasons
occupation (where this information has
(e.g. death or long term hospitalisation).
been provided to the owner)
The Company reserves the right to require
— the date or dates of occupation.
non household customers to provide a
This information, together with the security deposit in cash or some other form
landlords' details, will form part of the of secured funds. The security deposit will
Company's customer records and may be be equivalent to charges over one billing
used for other purposes including account cycle plus three months. Average charges
administration, tariffs, bill payments, will normally be based on actual
improving services and regulatory consumption in the previous year or in the
requirements. case of new customers, based on a
reasonable estimate of charges to be paid
If an owner fails to inform the Company
in the current year. The security deposit
within 21 days of a customer occupying a
may be required where the Company
property the owner becomes jointly and
considers it reasonably appropriate having
severally liable for the water and sewerage
regard to the customer’s payment history,
charges until these details are provided.
credit rating (if any) and financial resources
The easiest way for owners to provide this and any other material factors relevant to
information is via the Landlord and Tenant the customer’s ability or willingness to pay
Address Portal at www.landlordtap.co.uk. for services provided. The requirement for
security or amount held may be reviewed
Alternatively they can contact the Company by the Company or at the request of the
using the contact details below: customer to reflect changes in the volume
Web: landlordtap.co.uk. of services provided or changes to the
Phone: 0800 052 0145 credit rating.
Email: water.enquiries@dwrcymru.com The Company reserves the right to make
Post: Dŵr Cymru Welsh Water, retrospective charging adjustments in cases
Customer Services, PO Box 690, of error or fraud.
Cardiff, CF3 5WL
A customer receiving a water and sewerage
service will continue to be liable for the
charges in full whilst the premises contains
furnishings and/or fittings, is being
renovated or is otherwise occupied.
Charges will remain as normal unless a
request is made to turn off the water supply,
however, surface water drainage charges
may still apply.Scheme of Charges 2018-19 11
5. How we charge you The measured charge is made up of three
elements:
Water supply — based on the water used
Measured as measured by the meter in cubic metres.
All water used is chargeable except that
Your measured bill is based on the amount used for firefighting. Water used for fire tests
of water used, all properties built since and drills is chargeable unless 7 days written
1 April 2000 are metered. If you move into notice of use is given to the Company at the
a property that is metered you cannot postal address shown in Section 2.
revert to paying on an unmeasured basis.
Sewerage — also based on the water used
The Company reserves the right to meter and measured by the meter.
a property, subject to certain conditions,
where we have evidence that there is The sewerage charge includes a charge for
a significant additional use of water. surface water and highway drainage. This
Properties with a swimming pool that is covers the cost of draining, treating and
automatically replenished or use disposing of rainwater. If none of your
automated watering devices (i.e. not hand rainwater drains to the public sewer then
held hose pipes) must be metered. you will be exempt from the surface water
element of your charges. A Surface Water
Household measured bills are sent half Drainage Rebate form can be requested
yearly and are based on the actual usage on our website dwrcymru.com or by calling
shown on the meter or an estimate if the 0800 052 0145 or (or 0800 260 5051
meter has not been read. The Company if you receive our Business Account
aims to read all meters at least once every Management Service). Any rebate will be
six months, however in the event that the effected from 1st April 2014 or the date of
meter is not read the Company may ask occupation if later. Where it is evident that
the customer to provide a reading where it surface water does not return to the sewer,
is safe to do so, or may make a convenient typically flats in a common building, the
appointment with the customer to obtain company may proactively notify customers
a reading, or may estimate the usage. and adjust their charges accordingly. While
In general terms, the more water you use we continue to keep under review the option
the higher the bill. Sewerage is normally of making partial rebates to customers who
charged on the assumption that 95% of have made efforts to reduce their surface
the water used returns to the sewer. Where water discharges a number of
a meter bill spans a period before and after implementation issues would need to be
1 April 2018, we will charge for the water addressed before such a rebate could be
used before 1 April 2018 at 2017/18 rates offered. For this reason the company can
and water used on or after that date at presently only offer full rebates to eligible
2018/19 rates. customers. As Welsh Water does not
charge for surface water drainage by
We have the right to meter all non- reference to area, there is no reduction
households, including any private supplies offered for community groups other than
which discharge to our sewer. the full rebate.Dŵr Cymru Welsh Water 12
For most customers we assume that almost an Assessed Metered Charge subject to the
all water returns to the sewer except, for necessary information being available from
example, that used for cooking or watering the customer. In the case of illegal
the garden. Therefore the sewerage connection, the Company will pursue all
element of the measured bill is calculated appropriate legal and civil remedies.
at around 95% of the volume of water
Option Metering
consumed.
Household customers, (except household
Where less than 10m3 of water is tenants with fixed term tenancies of less
consumed in any billing period this is fully than six months, who may require consent
charged for sewerage purposes. If you in accordance with the terms of the
believe that less than 95% of your water tenancy agreement) can request a meter
returns to the sewer and you can prove to be fitted to their supply. Requests to
this by measurement, you can claim a have a meter installed can be made on
reduction in your sewerage charges. our website dwrcymru.com or by calling us
Application forms for a non-return to on 0800 052 0140 (or 0800 260 5051
sewer allowance can be found on our if you receive our Business Account
website dwrcymru.com or by calling Management Service).
0800 052 0145 or (or 0800 260 5051
An easy to use online calculator is available
if you receive our Business Account
on our website to help customers forecast
Management Service). The effective date
if they would benefit from having a meter
of any claim is 1 April of the charge year
fitted. Following receipt of a measured
in which the claim is received.
charges notice, the Company will fit a
Service Charge — calculated on a daily meter, free of charge, providing it is
basis and based on the size of the meter. reasonably practicable to do so and doing
The service charge includes the cost of so will not incur unreasonable expense.
reading and maintaining the meter and Unreasonable expense would include the
replacing it when it becomes necessary. cost of separating the customer’s shared
supply pipe, the cost of substantial
Redevelopment of premises
alterations to existing plumbing to enable
Any alterations to existing premises that
the meter to be installed or the cost of
result in the creation of additional premises
additional meters if the customer is served
or merging of existing premises must be
by more than one supply. The Company will
constructed so that each of the premises is
fit the meter within 3 months of receiving
separately connected to the Company’s
the request. If the Company fails to meet
water main and can be separately metered.
this standard the customer will receive a
Each customer must meet the costs of
payment of £20 for each additional month
appropriate alterations to the pipework. In
default, the Company may carry out the beyond the target installation date. The
necessary work and recover the costs. If payment will not apply when circumstances
metering is not practicable, or until a meter beyond the control of the Company prevent
is fitted a charging value or charge may be the meter being installed. The Company’s
assessed, based on either a notional preferred location for the meter is normally
rateable value (Uniform Service Charge) or outside the premises in a boundary box.Scheme of Charges 2018-19 13
The customer may request that the meter Further details can be found in the
be fitted in another location (providing the Company’s publications ‘Leakage Code of
Company considers it is practicable to Practice’ ’Water Leaks — What you need to
do so), however this would incur an do and ‘Your Water Meter’. Copies of these
additional charge payable by the customer. publications can be obtained on our
Details of the charge will be given on website dwrcymru.com or by calling us on
request. The charge may not apply to 0800 052 0140 or (or 0800 260 5051
qualifying customers on our Additional if you receive our Business Account
Services Register. The customer will be Management Service).
charged on an unmeasured basis until the
If customers have a query or dispute about
meter is fitted. The meter remains the
any aspect of the meter installation they
property of the Company.
should in the first instance contact us on
Non Household customers can also request 0800 052 0140 (or 0800 260 5051
a meter to be fitted to their supply following if they receive our Business Account
the process described above. Management Service), alternatively they
can refer the query to the Water Services
Household customers are awarded a one
Regulation Authority (Ofwat) at the address
off allowance against their water charges
on page 8.
in respect of the metered water lost when
a leak on the customers’ part of the service Assessed Measured Charge — Household
pipe has been repaired. A household customer may choose the
assessed measured charge (AMC) when it
For mixed use premises i.e. non-household
is not reasonably practicable to fit a meter,
premises combined with a household, for
or it is unreasonably expensive to fit a
example, a farm supply including the farm
meter. The assessed measured charge is
house or pub with flat above, a water
based on the band of the water charge, the
allowance will be granted on the household
number of occupants and the assumption
element of the bill only. We calculate the
that 95% of the water is discharged to the
allowance for the household element on the
sewer. On change of occupier the AMC will
basis of the annual consumption figures we
be recalculated based on the new
use to calculate our assessed measured
occupiers with an option for the customer
tariff. Water allowances are not given to
to revert to an unmeasured basis of
non-household customers.
charging. The new occupant will have the
Household and non-household customers right to apply for an option meter at which
may be entitled to a sewerage allowance on point the feasibility of the premises for
the first and subsequent leaks where water metering will be reassessed.
lost due to leakage has not returned to the
sewer. Allowances must be applied for
within six months of a leak being repaired.
No allowances will be given if the leak has
been caused through the carelessness of
the customer or someone acting on behalf
of the customer.Dŵr Cymru Welsh Water 14
Reverting to unmeasured charges Industrial Tariff
Any household customer switching to an Where customers use a large volume
option meter or assessed measured charge of water at a single site (50,000 cubic
may, at any time up to one month after the meters/50Ml) and/or the discharge of
Company has issued bills for 24 months sewage is 100,000 cubic metres (100 Ml)
from the date the meter was fitted or the or more per annum from a single site they
assessed measured charge was applied, may choose one of the industrial tariff
make a request to revert back to the bands. Each band applies to all
previous unmeasured basis of charging consumption and discharges between
providing that the customer has not 1 April 2018 and 31 March 2019 and
previously had a meter fitted or been comprises of:
charged on the assessed measured charge
— A fixed charge for the year (which
and the supply would not be subject to
includes an annual standing charge for
compulsory metering.
the first meter)
Assessed Measured Charge —
— An additional service charge for each
Non-household
additional meter based on the size of
When it is not reasonably practicable to fit
the meter
a meter, or it is unreasonably expensive to
fit a meter the Company may charge on an — A volumetric charge
assessed basis. The assessed measured
The charge will normally commence from
charge is based on the band of water
the first day of the month in which the
charge determined by the type of business
application is received and will continue in
and the assumption that 95% of the water
future years unless the customer requests,
is discharged to the sewer. On change of
in writing, in advance for a change of band.
occupier the premises will remain on the
The Company will not accept more than
assessed measured charge however the
one request per calendar month for a
band may be reassessed based of the type
change of tariff at any one supply point.
of business undertaken by the new
occupier.
Properties fitted with a domestic fire
sprinkler system
Properties fitted with a domestic fire
sprinkler system under the Domestic Fire
Safety (Wales) Measure 2011 will be
charged on a measured basis according to
the water used. Water used for firefighting
purposes will not be charged. If an
appropriate meter cannot be installed
immediately, the property will be charged
on an Assessed Measured Charge until
a meter is installed.Scheme of Charges 2018-19 15
Trade Effluent Tariff Unmeasured
Traders are permitted to discharge trade
If a property was built before 1 April 2000
effluent directly or indirectly to a public
and the occupier has not asked for a meter
sewer subject to a trade effluent consent
to be fitted they will pay unmeasured
being granted by the Company. A consent
charges. The charge will not reflect how
will specify the quantity and quality
much water is used. There are two ways to
conditions and that the effluent is sampled
calculate unmeasured charges:
regularly to ensure compliance with the
conditions. Charges apply from the date of Rateable value charge — a standing
issue of a trade effluent consent. charge, plus a charge per pound of
Discharges may be made to sewage rateable value for water and sewerage
treatment works or to a sea outfall. services
There are two types of effluent charge: OR
— The standard charge for discharges Uniform service charge (for properties built
below 100Ml per annum between 1 April 1990 and 31 March 2000)
— charges are based on the average
— The industrial charge for discharges more
rateable value of properties in Wales.
than 100Ml per annum
Water charges cover the costs of providing
Trade effluent charges include a fixed
water to the property.
charge and variable charges that vary with
the volume and sampled strength of the Sewerage charges cover the cost of
discharged effluent. removing, treating and disposing of the
used water including a charge for surface
Bills will be sent either Monthly, Quarterly
water and highway drainage. This includes
or Six Monthly in arrears, depending on the
the cost of draining, treating and disposing
average monthly charge. Charges are
of rainwater. If none of your rainwater drains
payable within 14 days of a bill being sent
to the public sewer then you will be exempt
and can be paid by Direct Debit, BACS
from this element of your charges.
or cheque.
A Surface Water Drainage Rebate form
A domestic sewerage charge which is can be found on our website dwrcymru.com
calculated, in the main, by taking into or can be requested by calling us on
account facilities present, headcount and 0800 052 0140. Any rebate will be
number of days worked is also chargeable effected from 1st April 2014 or the date of
and will be billed against a separate occupation if later. Where it is evident that
account along with any water charges that surface water does not return to the sewer,
are billed by the company. typically flats in a common building, the
company may proactively notify customers
and adjust their charges accordingly.Dŵr Cymru Welsh Water 16
Assistance tariffs It is important that customers provide
accurate details of household income.
The Company offers a range of affordability
Information provided will be checked with
assistance designed to keep bills affordable
independent third parties and any false or
for low income or vulnerable customers.
misleading claims will be rejected and may
HelpU be regarded as fraud.
This tariff helps the lowest income
Customers should notify the Company
households in our region.
if their household income changes.
To qualify for this tariff the water supply to Customers on the HelpU tariff will be
the household must be for domestic use reviewed annually and may be required
only and the total current household to provide relevant documents.
income must be less than the threshold
All applications for HelpU should be
published on our website dwrcymru.com
addressed to the billing company.
and included in our HelpU terms and
Customers who receive their water service
conditions on the application form. The
from another water company should apply
website and the terms and conditions also
to that company for our HelpU tariff. If
set out the types of income that should be
eligible they will be placed on the HelpU
included in the calculation of the total
tariff for their sewerage service only.
current household income.
For metered HelpU customers, if the charge
As part of the application process
calculated from actual usage shown on the
applicants provide their consent for us
meter, using the standard measured tariff,
to verify information provided in the
is less than the HelpU’ tariff, the bill will be
application with third parties (such as the
based on the actual reading. Otherwise the
Department for Work and Pensions, HM
bill will be capped at the ‘HelpU’ level.
Revenue and Customs, the relevant local
authority, the relevant Registered Social Note 1: Properties covered by common
Landlord, Credit Reference Agencies). billing agreements will not be eligible for
HelpU. However, the Company may at its
Applications can be completed online at
sole discretion consider offering an
dwrcymru.com. Alternatively customers can
equivalent arrangement to a domestic
ring 0800 052 0145 for an application
customer where there is a clearly
form. Please have your customer account
discernable household and it can be
number to hand along with the names and
assured that the household would in
date of birth of all occupants over the age
practice receive the full benefit of the
of 16.
reduced tariff.
Customers completing an application for
Note 2: The tariff will be applied as a daily
HelpU will be required to accept advice on
charge effected from the date of
how their household can become more
application received.
water efficient and will be offered a free
water saving gift.
* HelpU isn’t designed to help students in full time education and we won’t normally accept student applications. We may, at our discretion,
exclude income from students living in the family home, who are receiving a ‘fees only’ loan.Scheme of Charges 2018-19 17
WaterSure Wales — Personal Independence Payments AND:
This tariff helps large families and homes
either be in receipt of child benefit for
where a member of the household has a
three or more children under the age of
medical condition that requires them to use
19, who all live at the premises and are in
a significant additional amount of water. It
full time education, or, they or someone
is aimed at metered customers only.
living at the property is diagnosed as
The tariff is set around the vulnerable suffering from one of the following
groups regulations made by DEFRA for medical conditions which causes them
English water companies in the absence of to use a significant additional amount
regulations from the Welsh Assembly. of water (see note 1):
To qualify for this tariff the water supplied to — Renal failure, requiring dialysis at home
the household must be metered, and not (except where the health authority
be used for watering a garden with a contributes to the cost of the dialysis)
non-handheld appliance such as a
— Abdominal stomas
sprinkler or domestic irrigation system, or to
replenish a pond or swimming pool with a — Desquamation (flaky skin loss)
capacity greater than 10,000 litres. An
— Weeping skin disease (eczema, psoriasis,
AMC equal to the WaterSure Wales tariff
varicose ulceration)
will be applied where it is not reasonably
practicable to fit a meter or it is — Incontinence
unreasonably expensive to fit a meter but
the customer meets the other qualification — Crohn’s disease
criteria. The customer (or another person — Ulcerative colitis
in occupation) must be in receipt of one
of the following benefits or tax credits: Application forms can be requested
online on dwrcymru.com or by contacting
— Universal Credit 0800 052 0145. Supporting
— Housing Benefit documentation will be required and where
applicable signed by professional medical
— Income Support practitioner. On receipt of the completed
application and supporting documentation
— Income related Employment
the Company may carry out validation
and Support Allowance
checks with appropriate bodies. Any false
— Income based Jobseeker’s Allowance or misleading claims will be rejected and
may be regarded as fraud. WaterSure
— Working Tax Credit
Wales customers already on a meter —
— Child Tax Credit the reduced charge will be applied to your
(other than just the family element) account from the day after your last meter
reading or the date you moved in, whichever
— Pension Credit
is latest. WaterSure Wales customers
— Disability Living Allowance requiring a meter to be fitted — If we’ve
installed a meter at your property for you to
— Attendance Allowance
qualify for WaterSure Wales, we’ll apply theDŵr Cymru Welsh Water 18
tariff from the day the meter was fitted. Welsh Water Assist - transition for sewerage
When we are unable to install a meter at only annual charge. This tariff is not
your property, the charge will be applied to available for customers previously paying
your account from the date of application the combined water and sewerage Welsh
received. The capped tariff will be applied Water Assist transition charge.
as a daily charge.
Water Direct
All customers on the WaterSure Wales tariff An annual discount will be applied to the
will be reviewed annually and may be account of each customer paying charges
required to provide relevant documents. by direct deductions from qualifying
Department for Work and Pensions benefits
If the charge calculated from actual usage
(Income Support/Income related
shown on the meter, using the standard
Employment and Support Allowance,
measured tariff, is less than the ‘WaterSure
Income-based Jobseeker’s Allowance
Wales’ tariff, the bill will be based on the
or Pension Credit). This discount of £25
actual reading. Otherwise the bill will be
will be applied for each year the customer
capped at the ‘WaterSure Wales’ level.
continues to pay by this method.
All applications for WaterSure Wales should
Water Collect
be addressed to the billing company.
An annual discount will be applied to the
Customers who receive their water service
account of each customer paying charges
from another water company should apply
via a registered social landlord or local
to that company for their WaterSure tariff
authority that is participating in the
(the assisted tariff applicable for English
scheme. This discount of £10 will be
Water companies). Customers eligible for
applied for each year the customer
that tariff will also be entitled to the
continues to pay by this method.
WaterSure Wales tariff for their sewerage
service.
Note 1: Other medical conditions that cause
an excessive use of water may, at the
Company’s discretion, be considered
subject to independent confirmation by
a medical practitioner.
Welsh Water Assist
All Customers previously on the Welsh
Water Assist Tariff who remain eligible for
that tariff will automatically be placed onto
WaterSure Wales from 1st April 2017.
Unmetered customers will be placed onto
WaterSure Wales AMC.
Eligible customers who were paying only the
sewerage service Welsh Water Assist
transition charge will be charged at theScheme of Charges 2018-19 19
6. How to pay Payment book
Metered customers paying using a
payment book can pay monthly,
Customers may pay online at dwrcymru.com
unmeasured customers can pay monthly or
(using Direct Debit or a Credit/Debit card)
fortnightly. Payments can be made at a
or use the 24 Hour Automated Payment
post office, bank, PayPoint outlet or local
Line 0800 028 5209. Please have your
authority.
customer reference number to hand.
Payment card
A full list of payment options and where to
Customers paying using a payment card
pay is shown below and can also be found
can pay monthly, fortnightly or weekly at a
on the reverse of your bill.
post office or by using a PayPoint outlet.
Direct debit
Cash payments
Customers can set up a direct debit plan
Customers can pay by cash either in full or
online at dwrcymru.com or can contact us
by instalments using the payment stub on
on 0800 052 5604. Direct debits can be
the bill/payment book or payment card at:
paid annually, bi annually, monthly or
weekly. Metered customers can pay on any — a post office or bank (free at any branch
day of the month if paying monthly, or by a of NatWest or the customers own bank)
date agreed with the customer if paying bi
— a PayPoint outlet
annually. Payment will be claimed 14 days
after the bill is issued which will be — local authority (only some local
determined by the date the meter was read. authorities accept payments).
Unmeasured customers can pay on any
Cheque payments
day of the month if paying monthly, or on
Customers can pay by cheque either in full
1 April and 1 October if paying bi-annually,
or by instalments. The customer reference
or 1 April if paying annually.
number must be written on the back of the
Credit/debit cards cheque, and crossed ‘A/C Payee’. The
Customers can pay by using their debit/ customer must use the payment stub on
credit cards, at any time, either online at the bill/payment book or payment card,
dwrcymru.com, or by calling our automated and can pay at:
payment line on 0800 028 5209. — a bank (free at any branch of NatWest
Customers can pay by using most major or the customers own bank)
credit/debit cards either in full or by
— a PayPoint outlet
instalments when the payment is due.
Please have your customer reference — local authority (only some local
number to hand. authorities accept payments)
— or customers can send a cheque made
payable to ‘Dŵr Cymru Cyf’ to:
Dŵr Cymru Welsh Water Customer Services
PO Box 690, Cardiff, CF3 5WLDŵr Cymru Welsh Water 20 Unmeasured bills are normally sent out in February/March each year and are payable on 1 April, unless an alternative payment arrangement has been made with the Company. Where the unmeasured charges are paid, in full, by 1 April 2018 the Company will discount the annual bill by 1.5%. Measured bills are normally sent to households, six monthly, in arrears and are due on demand unless an alternative payment arrangement has been made with the Company. The Company reserves the right to set the billing frequency of Non-household customers. In general, however, Non-household customers will be billed quarterly where the combined water and sewerage charges exceed £750 per quarter, or monthly where combined water and sewerage charges exceed £2,000 per month. Bills are due for payment within 14 days. Industrial tariff customers are billed monthly. Payment by instalments is available to all household customers and those non- household customers who do not pay VAT on the charges and are not in arrears at the time of the request. Failure to pay any instalment by the due date will result in the instalment plan being withdrawn without notice and the balance of the outstanding charges becoming due and payable immediately. Details of payment options and where to pay can also be found on the reverse of your bill.
Scheme of Charges 2018-19 21
Having difficulty paying? Citizens Advice Bureau
Check your local yellow pages or Thomson
We recognise that our customers can
local directory for addresses and telephone
be affected by circumstances that are
numbers
sometimes beyond their control which
www.citizensadvice.org.uk
cause them temporary or long term
financial difficulty. Whatever the situation Civil Legal Advice
it is important that customers should Telephone: 0345 345 4345
contact us by calling 0800 052 0145 www.gov.uk/civil-legal-advice
(or 0800 260 5051 if you receive our
Shelter Cymru
Business Account Management Service).
Telephone: 0845 075 5005
We may be able to arrange for payments
www.sheltercymru.org.uk
to be made weekly, fortnightly or by monthly
instalments. Whatever the situation, it’s important
that customers contact the Company
We may also be able to reduce customer’s
right away.
charges if their household is eligible for one
of the Affordability Assistance tariffs Customers entering into any formal
described above. insolvency procedure
Where a Customer enters into any formal
We also operate a Customer Assistance
insolvency procedure the Company will
Fund that can offer financial assistance
apportion any charges on a daily basis
for customers who meet the qualification
up to the date immediately before the
criteria and have arrears. For more
date the relevant insolvency procedure
information customers can visit our
becomes effective ('the insolvency date').
website dwrcymru.com or call us on
Any apportioned charges after the
0800 052 0145.
insolvency date will be payable by the
We would also encourage all customers occupier of the property in question and
who are struggling with debt, or low apply from the next day of occupation after
incomes to consider contacting a free debt the insolvency date. Any such apportioned
advice company. These organisations can charges will not fall within the insolvency
help ensure customers maximise their procedure. The charges will be payable by
budget and benefits and negotiate with the occupier on the same payment terms
creditors. as would apply if the property had been
newly connected on that day.
If customers want independent advice, they
can contact a local advice agency such as:
National Debtline
Freephone: 0808 808 4000
www.nationaldebtline.org
Step Change
Freephone: 0800 138 1111
www.stepchange.orgDŵr Cymru Welsh Water 22 7. Other charging schedules Dŵr Cymru Welsh Water also publishes the following additional charging schedules; Wholesale Tariff Document Primary charges for eligible premises that could be supplied with water by a restricted retail authorisation. This document also includes Non-primary charges that would, where relevant, be payable by a water supply Retailer. Developer Services Schedule of Charges Charges for new connections and other activities to support Developers. Schedule of Wholesale Charges Wholesale elements of Welsh Water’s water and sewerage charges for information only.
Scheme of Charges 2018-19 23
8. Household charges
Standard unmeasured charges
Unmeasured water services (£)
Standing Charges 130.88
RV based charge - per poundage of RV 0.8370
Uniform Service Charge 239.69
Unmeasured sewerage services (£)
Standing Charge 182.28
Standing Charge - Surface Water rebated 126.88
RV based charge - per poundage of RV 1.1883
Uniform Service Charge 336.76
Uniform Service Charge - Surface Water rebated 281.36
Surface Water only - includes highway drainage 80.99
(for properties with a rateable value of £25 or less, no charge will be made)
Standard measured charges
Water (£) Sewerage (£)
Standard volumetric rate per cubic metre 1.3524 1.7617
Sewerage volumetric rate - Surface water rebated per cubic metre 1.3894
Service Charge Water (£) Sewerage (£)
Up to 20mm* 38.20 84.45
25mm 38.20 84.45
30mm 183.79 383.83
40mm 338.59 570.42
* For 2017/18, this charge also covers dwellings with a mains fed sprinkler system which would otherwise have been fitted with a standard
15mm meterDŵr Cymru Welsh Water 24
Assessed measured charges
Water Band A - average use Band B - low use
Based on loading units/ Based on loading units/
appliances in property appliances in property
Annual charge Consumption Annual charge Consumption
No of occupants (£) (m3/year) (£) (m3/year)
1 125.76 65 109.53 53
2 169.38 97 145.04 79
3 and above 219.42 134 184.25 108
Sewerage Band A - average use Band B - low use
Based on loading units/ Based on loading units/
appliances in property appliances in property
Annual charge Annual charge Annual charge Annual charge
No of occupants Full (£) SW rebated (£) Full (£) SW rebated (£)
1 192.82 169.92 172.73 154.08
2 246.79 212.49 216.67 188.73
3 and above 308.71 261.33 265.20 227.01Scheme of Charges 2018-19 25 Affordability support HelpU Water (£) Sewerage (£) Annual charge 84.14 113.23 Further information on customer eligibility for Helpu can be found at dwrcymru.com WaterSure Wales Water (£) Sewerage (£) Annual charge 130.89 189.06 WaterSure Wales AMC Water (£) Sewerage (£) Annual charge 130.89 189.06 Welsh Water Assist - Transition for Sewerage only Customers Sewerage (£) Annual charge 167.50 Note: This is the transition tariff for customer’s eligible for and paying only the sewerage annual charge of the Welsh Water Assist — Transition charge. It is not available for customers previously paying either the combined water and sewerage Welsh Water Assist — Transition annual charge or the Welsh Water Assist — Unmeasured Transition annual charge.
Dŵr Cymru Welsh Water 26
9. Non household charges
Standard unmeasured charges
Unmeasured water services (£)
Standing Charge 109.58
RV based charge - per poundage of RV 0.9930
Uniform Service Charge 238.66
Unmeasured sewerage services (£)
Standing Charge 150.54
Standing Charge - Surface Water rebated 79.86
RV based charge - per poundage of RV 1.4222
Uniform Service Charge 335.43
Uniform Service Charge - Surface Water rebated 264.75
Surface Water only - includes highway drainage 85.75
(for properties with a rateable value of £25 or less, no charge will be made)
Standard measured charges
Water (£) Sewerage (£)
Standard volumetric rate per cubic metre 1.4000 1.8559
Sewerage volumetric rate - Surface water rebated per cubic metre 1.4830
Service Charge Water (£) Sewerage (£)
Up to 20mm 31.10 74.74
25mm 100.69 258.51
30mm 176.68 377.75
40mm 331.10 565.38
50mm 503.26 994.42
65mm 673.85 1,600.23
80mm 893.30 2,316.16
100mm 1,063.89 4,067.11
150mm 1,375.61 9,203.75
200mm and over 1,375.61 16,281.13Scheme of Charges 2018-19 27
Assessed measured charges
Water
Consumption Annual charge
Band (based on type of business) (m3/year) (£)
Band 1 Less than 500 588.29
Band 2 501-1,000 1145.26
Band 3 1,001-2,000 2398.77
Band 4 2,001-4,000 4347.47
Sewerage
Consumption Annual charge Annual charge
Band (based on type of business) (m3/year) Full (£) Foul only (£)
Band 1 Less than 500 769.39 622.96
Band 2 501-1,000 1,463.52 1,170.22
Band 3 1,001-2,000 3,025.26 2,401.90
Band 4 2,001-4,000 5,453.14 4,316.66Dŵr Cymru Welsh Water 28
Industrial tariffs
Potable water
Indicative Volumetric
consumption Fixed charge charge
Band (ML/year) (£) (£/m3)
Standard 1,000 127,740.17 0.7325
*See standard measured service charge
Non potable water
Indicative Partial treatment Raw water
consumption Fixed charge Volumetric charge Volumetric charge
Band (ML/year) (£) (£/m3) (£/m3)
A 50 42,698.69 0.4563 -
B RAW >50 43,318.44 - 0.3518
*See standard measured service charge
Sewerage
(For discharged sewerage > 100,000 cubic metres per year) (£)
Fixed charge 6,652.64
Volumetric charge - Full service per cubic metre 1.6956
Volumetric charge - Foul only service per cubic metre 1.3409Scheme of Charges 2018-19 29
10. Trade effluent charges
New application for consent to discharge trade effluent (zero rated for VAT) £341.00
Revision of existing consent at customer’s request (zero rated for VAT) £341.00
Trade effluent charges include a fixed Trade effluent may be billed on the basis of
charge and variable charges that vary with incoming water supplies subject to an
the volume and sampled strength of the allowance depending upon the nature of the
discharged effluent. trade undertaken on site. Where the
customer claims that the volume of effluent
Bills will be sent either Monthly, Quarterly
discharged is less than the volume of water
or Six Monthly in arrears, depending on the
supplied and the Company agrees this, the
average monthly charge. Charges are
adjustment to charges will take effect from
payable within 14 days of a bill being sent
the start of the billing period in which the
and can be paid by Direct Debit, BACS or
claim is made.
cheque.
Alternatively, charges may be calculated
Payment must be made within 14 days
using flow data supplied by the discharger
by cheque, BACS or direct debit.
when so agreed by the Company. Where
A domestic sewerage charge which is the daily discharge is in excess of 100 cubic
calculated, in the main, by taking into metres flow measurement apparatus should
account facilities present, headcount and be installed by the trader on all the trade
number of days worked is also chargeable effluent discharges. When daily discharges
and will be billed against a separate are in excess of 250 cubic metres traders
account along with any water charges that must install flow measurement apparatus
are billed by the company. and it is their duty to operate and maintain
the equipment to the satisfaction of the
Company. The apparatus is to be tested
and maintained in accordance with the
Company’s requirements as notified
periodically in writing to the discharger.Dŵr Cymru Welsh Water 30
Discharge to sewage treatment works
Formula is either
C = R + V + S St
(discharge to primary treatment only)
Ss
Or
C = R + V + Vb + B Ot + S St
(discharge to full secondary treatment only)
Os Ss
Where:
C = charge/m3 of effluent Ot = settled COD of the effluent in mg/l
R = sewerage costs/m3 Os = settled COD of domestic sewage - 500mg/l
V = primary settlement treatment costs/m3 S = sludge treatment costs/m3
Vb = secondary volume-related treatment costs/m3 St = suspended solids of the effluent in mg/l
B = secondary strength-related treatment costs/m3 Ss = suspended solids in domestic sewage - 350mg/l
Discharge to sea outfalls
For traders discharging to long sea outfalls
C = R + M
For traders discharging to all other outfalls
C = R or C = R + Vm
Where:
C = charge/m3
R = sewerage costs/m3
M = marine treatment costs/m3
Vm = pumping, preliminary treatment costs/m3Scheme of Charges 2018-19 31
Standard tariff
Trade Effluent Fixed Charge 25.08
The standard unit charges per cubic metre are:
The average cost for receiving a cubic metre of foul water into the sewer,
R
including conveyance to the treatment works or outfall 0.3222
V The average cost for preliminary and primary treatment 0.3985
The average cost for the pumping and settlement elements of biological
Vb
treatment 0.1656
B The average cost of biological treatment, excluding pumping and settlement 0.2587
The average cost of treatment and disposal of primary sludge at the Company’s
S
larger sewage treatment works 0.1873
M The average cost of marine treatment using a long sea outfall 0.2384
Vm The average cost of pumping, preliminary treatment and discharge through outfalls 0.1701
Industrial tariff
Customers may choose this tariff where the discharge of trade effluent
from a single site is 100Ml or more per annum.
Fixed Charge 245.12
The average cost for receiving a cubic metre of foul water into the sewer,
R
including conveyance to the treatment works or outfall 0.2122
V The average cost for prelimary and primary treatment 0.3706
The average cost for the pumping and settlement elements of biological
Vb
treatment 0.1540
B The average cost of biological treatment, excluding pumping and settlement 0.2406Dŵr Cymru Welsh Water 32 Excess licence charge Use of outfall A limited number of discharges contain Charge for use of Welsh Water sea outfall complex organic substances in such where customer holds their own EA concentration that Natural Resources discharge consent and discharges treated Wales or Environment Agency consider it effluent directly into our outfall. necessary to control them by including concentration limits in discharge consents. Fixed Charge (£) 245.12 Effluents with such limits attract a higher licence fee than normal. Where the Volumetric Charge (£) 0.0629 increase in this fee is attributable to an individual trade effluent or effluents that Disputes are consented to discharge these Any dispute regarding the discharge substances the additional fee will be of trade effluent may be referred to the added to the trade effluent charge of the Water Services Regulation Authority discharger. (Ofwat) at the address shown on page 8.
Scheme of Charges 2018-19 33 11. Other charges for meters Installation of logger Meter logger — available for meters 15-50mm £58.34 A logger, which measures demand in 15 minute intervals, may help customers to understand + VAT their consumption patterns and identify if there are any leaks on the supply. The charge will be refunded in the event excessive consumption is due to leakage from Dŵr Cymru’s pipes. Install meter logger abortive visit Price on Application + VAT Access to online data from telemetry equipment installed at customer site £20 + VAT Information request — printed copies of logger information £20.00 + VAT Provision and installation of a pulse unit and splitter Price on Application + VAT Testing — Household (charges inclusive of VAT) Meter removed for testing Reasonable expenses Invoice will be issued to customer in the event the test results show up to a maximum of meter is recording within permitted parameters. If the meter is found to £70.00 be faulty then there will be no charge for the test. Any other case £20.00 Testing — Non-household If the meter is found to be faulty then there will be no charge for the Price on Application + VAT test otherwise the charge will be as per ‘Change of Meter’ (see table opposite) plus the actual cost of the meter test. Extraordinary meter reading charges In accordance with our Code of Practice for Meter Reading, we reserve the right to recover any additional meter reading costs incurred as a result of persistent unreasonable customer behaviour. These include but are not limited to the following: Verification of meter details or meter supply arrangements £55.00 + VAT Abortive meter verification visit £34.00 + VAT Notice of Entry/Warrant of Entry Price on Application + VAT Other legal or specialist costs Price on Application + VAT Meter read requested by retailer or customer £34.00 + VAT Abortive visit £34.00 + VAT
Dŵr Cymru Welsh Water 34 Change of size or meter Where the Company is able to fit a new ‘screw in’ meter in existing boundary box without further work the charge is £106 otherwise the charge made is shown in the table below. (If the meter no longer records flow correctly, it will be replaced free of charge). If the work is completed out of normal working hours we may apply additional costs. Meter exchange size Charge (£) without excavation + VAT Charge (£) with excavation + VAT Up to 25mm 156.00 475.00 30mm 238.00 557.00 40mm 281.00 600.00 50mm 502.00 821.00 80mm 545.00 864.00 100mm 588.00 907.00 150mm 857.00 1403.00 200mm 961.00 1507.00 Above 200mm Price on Application Price on Application Re-position a meter Requests in writing to Customer Services Department, giving reasons. Customer may be charged reasonable expenses. Removed meter Where a meter had been removed without our permission we may apply reasonable costs for its replacement.
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