Water and sewerage charges 2014-15 - A guide for metering programme customers
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Water and sewerage charges 2014-15 A guide for metering programme customers
Water and sewerage charges
2014-15
A guide for metering programme customers
Southern Water is an appointed provider of water supply and sewerage services Contents
in Hampshire, Isle of Wight, Sussex and Kent.
The services we provide are governed by the Water Industry Act 1991, which requires us to Page
set out in a formal document called a ‘Charges Scheme’ how we will raise charges for those Section 1
services. All our charges have to be approved each year by Ofwat, the independent regulator General principles 1
of the water industry.
The Secretary of State has determined the whole of our water supply area to be an area of
serious water stress. By virtue of regulations made under the Water Industry Act 1999, this Section 2
provides us with legal powers to install water meters for charging purposes. For customers with a metered
water supply who are paying
We are carrying out a metering programme, on an area-by-area basis. Under our metering
the Changeover Tariff 3
programme, household properties in our water supply areas will be metered for charging
purposes. Meters fitted under our metering programme will be fitted free of charge.
We have developed two special tariffs for customers metered under our metering programme, Section 3
in order to help them make the change to metered charges. These tariffs are known as the For customers with an unmetered
Changeover Tariff and the Support Tariff. water supply who are paying
The information in this booklet only applies to customers paying the Changeover Tariff or the the Changeover Tariff 5
Support Tariff.
The map on page 14 shows Southern Water’s area of operation. If you receive your water supply Section 4
from Southern Water but are not paying the Changeover Tariff or the Support Tariff, then please For customers with a metered
see our booklet Southern Water charges 2014-15: A guide for household customers. water supply who are paying
Please note that if you receive either your water supply or sewerage service from another the Support Tariff 7
company, you will need to contact them for details of how they charge for their service. Our
charges are reviewed each year and the amounts shown in this booklet relate only to the year
starting 1 April 2014. Section 5
If you are unsure about anything contained in this booklet or would like more information, For customers with an unmetered
please contact our Customer Services Centre. Details on how to contact us can be found at water supply who are paying
the end of this booklet. the Support Tariff 9
Please note that this booklet is not a legal document and does not take the place of our formal
metering programme charges scheme. The intention of the booklet is to provide you with a Section 6
summary of the key elements of our metering programme charges scheme. Please contact us Special help for vulnerable
if you would like a copy of this document. customers (WaterSure tariff) 11
How to use this guide Section 7
Please begin by reading Section 1, and then go: Paying your bill 12
• to Section 2 if your water supply is metered and you are paying the Changeover Tariff, or
• to Section 3 if your water supply is not metered and you are paying the Changeover Tariff,
or
Section 8
Use of Personal Information 13
• to Section 4 if your water supply is metered and you are paying the Support Tariff, or
• to Section 5 if your water supply is not metered and you are paying the Support Tariff.
Section 6 gives details of another kind of special help available if you meet certain conditions Section 9
(WaterSure tariff). Further information 15
Section 7 tells you about paying your bill.
Section 8 tells you about how we may use your personal information. Section 10
Section 9 tells you what to do if you are moving home, want to apply for a surface water Our charges for 2014-15 16
drainage rebate, make a complaint, what happens if you enter into any formal
insolvency procedure and where your money goes.
Section 10 sets out our schedule of charges for 2014-15 Section 11
Contact us 17
Section 11 tells you how to contact us.Section 1:
General principles
Installing meters under our Where a meter is installed Charge and switch you to metered charges
with effect from the original planned meter
metering programme under our metering programme installation date. Your metered charges will
By March 2015, we aim to have installed If your water supply is metered under our then be backdated for the period up to the
meters for 92% of our water supply metering programme you will switch from actual meter installation date based on a
customers under our metering programme paying unmetered charges to paying check meter reading.
metered charges, which are linked to the
It is anticipated, however, that for the If we are unable to install a meter, we will
amount of water you use. If you receive
remaining 8% of customers we will not switch you to assessed charges with effect
sewerage services from us, your sewerage
be able to install a meter under our metering from the original planned installation date,
charges will be also be metered charges.
programme. This is because the water based on the number of bedrooms in your
supply arrangements to some properties Once a meter has been fitted, metered home or, where appropriate, on single
are complicated, and it is not possible for charges will always be payable. occupancy. In either circumstance,
us to meter all the water supplied at you will be entitled to the assistance
reasonable cost. Where a meter is not installed provided by the Changeover Tariff and,
under our metering programme if applicable, the Support Tariff.
Typically, we will be able to install a meter
under our metering programme where: If we are unable to meter the water supply If you move into a property at which the
to your home under our metering former customer was paying the No Access
• only a single meter is required to record all
programme for the reasons set out earlier in charge, we will contact you to progress the
the water supplied to the property;
this section you will switch from paying installation of a meter.
• the meter can be located in our preferred unmetered charges to paying assessed Where we are able to install a meter, we will
location, which is normally in the public charges, which are based on the number place you on metered charges with effect
highway footpath at the location of the of bedrooms in your home or on single from the date that you occupied the
external stoptap; and occupancy. If you receive sewerage services property. Your charges for the period up to
• the cost of reinstatement is reasonable. from us, your sewerage charges will also the actual meter installation date will be
be assessed charges. estimated based on a check meter reading.
The circumstances in which we will be
unable to install a meter under our metering Once this switch has taken place assessed Where you assist us with access to your new
programme include: charges will always be payable, unless property, but we are unable to install a
circumstances should change at a later meter, we will place you on assessed
• the cost of separating the customer’s date which allow us to meter your water charges with effect from the date that you
water supply pipe where it is shared with supply. In these circumstances, your occupied the property, based on the number
other customers; charges will switch from assessed charges of bedrooms in your home or, where
to metered charges following the appropriate, on single occupancy.
• the cost of installing additional meters if
installation of the meter.
the customer’s home is served by more
In either circumstance, you will be entitled
than one supply or an additional shared
No Access Charge to the assistance provided by the
supply;
Changeover Tariff and, if applicable, the
• the cost of alterations to existing plumbing In order to progress the installation of your Support Tariff. If, however, you do not assist
to enable a meter to be installed; and meter, we may need access to your property. us with access to your new property, you will
In these circumstances, we will ask you to be placed on the No Access charge with
• the cost of installing a meter in a location
agree an appointment with us. We will make effect from the date that you occupied the
that is not our preferred location.
extensive effort to make contact with you, property.
and will be flexible when arranging
appointments. However, if despite our efforts
we are unable to obtain your co-operation to
progress the installation of a meter, we will
switch you from unmetered charges to our
No Access charge with effect from the date
on which we planned to install your meter.
The No Access charge is a fixed annual
charge, and comprises separate rates for the
water supply service and the sewerage
service. Therefore, if we place you on the No
Access charge you do not have the option of
the single occupier discount, or the financial
assistance provided by the Changeover Tariff
and the Support Tariff. This means that you
may well pay more for your water services
than if charged on a metered basis.
If we have placed you on the No Access
charge but you later assist us with the
metering process, and we are able to install
a meter, we will cancel the No Access
1 : Water and sewerage charges 2014-2015Section 1:
General principles (continued)
Single occupier charge Unoccupied property The switch date
If you pay assessed charges and you live Generally, our charges may remain payable We call the date that we switch you from
alone you may apply to pay the single if a property is unoccupied, unless the water unmetered charges to metered charges, or
occupier charge. supply has been disconnected because it is from unmetered charges to assessed charges
unoccupied. Where the water supply to a if you cannot have a meter, the switch date.
If you apply for this charge you must provide
property is disconnected for this reason, our If you have a meter installed under our
evidence of single occupancy; for example a
charges remain payable to the day before metering programme, the switch date will
copy of your current Council Tax bill
the water supply is disconnected. either be the date that we install your meter,
containing a single occupier discount.
However, we will not make charges where or a later date that we will inform you of.
You will need to provide evidence of single
a property is unoccupied for any continuous If you cannot have a meter installed, the
occupancy each year if you wish to continue
period of four weeks or more due to switch date will normally be the date that
to take advantage of the charge. We will
exceptional circumstances, such as death our surveyor concludes that your home
contact you at the appropriate time to
or the long-term hospitalisation of the cannot be metered under our metering
remind you.
customer. For the sake of clarity, charges programme.
You must notify us promptly if your would remain properly due and payable
circumstances change and you no longer live where the customer is not the sole occupier
alone. In these circumstances, your assessed of the property.
charges will be based on the number of
We will make the adjustment to charges
bedrooms in your home with effect from the
once we are satisfied that the property is
day after the change in occupancy occurs.
likely to remain unoccupied for a continuous
period of four weeks or more. Before making
The Changeover and such an adjustment to charges, we may
Support Tariffs require the customer or their representative
to demonstrate to our reasonable satisfaction
As mentioned in the Introduction, we have
that the property is unoccupied. This may be
put in place the Changeover Tariff and the
established, for example, by the provision of
Support Tariff in order to help customers
a copy of the death certificate, or a letter
make the change to metered charges.
from the customer's executors or solicitors
These tariffs are aimed at assisting those as appropriate.
customers facing a bill increase as a result of
moving from unmetered to metered charges. Ownership of water meters
They are also available to customers moving
from unmetered to assessed charges. Southern Water owns and is responsible
for any water meter it has installed.
If you wish to take advantage of our It is a criminal offence to damage, or tamper
Changeover Tariff you must contact us to let with, a meter or any other apparatus that
us know. If you wish to take advantage of belongs to us. Where a meter or other
our Support Tariff you must first complete apparatus has been deliberately damaged
our application process. Information on how or tampered with, the customer is liable
to contact us is provided in Section 11. for the repair or replacement costs incurred
Customers who will benefit from lower bills by us.
as a result of the switch to metered charges
can move directly to paying our normal
metered tariff following the installation of
their meter.
Similarly, customers who will benefit from
lower bills as a result of the switch to
assessed charges can move directly to
paying our normal assessed charges.
Customers paying our normal metered tariff
or normal assessed charges should see our
booklet Southern Water charges 2014-15:
A guide for household customers.
2 : Water and sewerage charges 2014-2015Section 2:
For customers with a metered water supply
who are paying the Changeover Tariff
How the Changeover Tariff Start and end of the How the Changeover Tariff works
can assist Changeover Tariff When we bill you on the Changeover Tariff,
If your metered charges are likely to be You may choose whether to have the we start by making the following
higher than your unmetered charges, the Changeover Tariff applied from the date you calculations:
Changeover Tariff will assist you in making switched to metered charges, or from the 1. We calculate what your metered charges
the change to full metered charges. start date of a later billing period within the would be for the billing period if you were
first 24 months of metered charging. paying our normal metered tariff (as
It does this by introducing metered charges
in steps over the first two years following If at the time we receive your request we shown in Section 10). We call this the
your switch to metered charging, which have already billed you on our normal measured element.
gives you time to budget appropriately and metered tariff (as shown in Section 10), we 2. We calculate what your unmetered
review your water use. The difference will cancel those charges in accordance with charges would have been for the billing
between what you have paid while on the your choice of dates, and re-bill you for the period if we hadn’t installed a meter
Changeover Tariff and what you would have same period on the Changeover Tariff. under our metering programme and you
paid on the normal metered tariff does not were paying our normal unmetered tariff
The Changeover Tariff shall end 24 months
have to be repaid to us. (as shown in Section 10). We call this the
after the date we switched you to metered
charges. Charges after this date will be unmeasured element.
Requesting the Changeover based on our normal metered tariff. The amount we actually bill you under the
Tariff If at any time while you are on the Changeover Tariff depends on how much
If your home is metered under our metering Changeover Tariff you decide that you would time has gone by since we switched you
programme, you may request that we place rather be charged on our normal metered to metered charges.
you on the Changeover Tariff. tariff, then you may request that we switch During the first year after we switch you to
you to our normal metered tariff. metered charges, we calculate your bill by
Your request must be received by us within
24 months of the date on which we In these circumstances you may choose adding together:
switched your charges from unmetered whether to have our normal metered tariff • 33.3% of the measured element
to metered. applied from the date you switched to the (see 1. above) and
Changeover Tariff, or from the start date of
If you move out of your home and you • 66.7% of the unmeasured element
a later billing period. Where we have billed
have not requested to be placed on the (see 2. above).
you on the Changeover Tariff, the charges
Changeover Tariff, then your closing bill
will be cancelled in accordance with your During the second year after we switch you
will be based on our normal metered tariff
choice of dates, and we will re-bill you to metered charges, we calculate your bill by
(as shown in Section 10).
for the same period on our normal adding together:
metered tariff.
• 66.6% of the measured element
If you choose to switch from the Changeover (see 1. above) and
Tariff to our normal metered tariff, you will
not be able to go back onto the Changeover • 33.4% of the unmeasured element
Tariff at a later date. (see 2. above).
An example of how the Changeover Tariff
would work is provided below for a customer
with unmetered charges of £350 and
metered charges of £430.
This example is based on year 1 prices,
and assumes the customer uses the same
amount of water in year 1 as in year 2.
3 : Water and sewerage charges 2014-2015Section 2:
For customers with a metered water supply
who are paying the Changeover Tariff (continued)
How the measured and (b) Unmeasured element When you should pay
unmeasured elements are The unmeasured element consists of: Once we have sent you a bill, it should be
calculated paid in full immediately. However, if you
1. A standing charge for each service
contact us, we will agree an instalment
The measured element is based on our provided.
arrangement with you to pay your bill by
normal metered tariff and the unmeasured 2. A rateable value charge for each service regular weekly, fortnightly or monthly
element is based on our normal unmetered provided. instalments. If you fail to pay an instalment
tariff. These tariffs are shown in Section 10. on time, the arrangement will be cancelled
The standing charge is a fixed amount
(a) Measured element and the remaining balance becomes payable
for all properties and covers the costs
in full immediately.
The measured element consists of: of maintaining your water services account.
If you fail to pay your charges and your debt
1. A standing charge for each service The rateable value charge is calculated
is referred to a debt collection agency for
provided. on the rateable value of your home.
collection, additional charges will be added
2. A volume charge for each service To calculate the rateable value charge we to your account with us.
provided. multiply your home’s rateable value (in £s)
The ways in which you can pay your bill,
by the rateable value charge.
The standing charge is a fixed charge and any instalments we agree with you,
based on the size of the meter fitted to If you paid assessed charges before we are explained in Section 7.
your water supply and covers the costs metered your home under our metering
The charges in Section 10 apply for a period
of maintaining your water services account. programme, then the unmeasured element
of 12 months from 1 April 2014. Where the
Most household properties are served by will consist of the assessed charge based on
bill covers any dates outside that period,
a 15mm or 20mm meter, and, therefore, the number of bedrooms in your home, or on
your charges will be apportioned on a daily
attract the lowest level of standing charge. single occupancy if applicable.
basis and applied to the appropriate tariff in
The volume charge for the water supply place for that period.
service is based on the amount of water What is rateable value?
supplied to your home, and this will The rateable value was used as the basis
normally be the volume of water recorded for local authority taxation prior to 1990.
on the meter in each billing period (normally Rateable values were set by the Valuation
six months). To calculate the volume charge Office (formerly part of the Inland Revenue,
we multiply the volume of water supplied now part of HM Revenue and Customs) to
(in cubic metres) by the metered water reflect the rental value of the property.
volume charge. We normally use the rateable value
quoted in the Valuation List in force on
The volume charge for the sewerage service 31 March 1990.
is based on 92.5% of the volume of water
supplied. This is to reflect the fact that not The 1999 Water Industry Act allowed us
all the water you use returns to the sewer. to continue to use the rateable value for
92.5% is an assessment of the typical water charges even though it is no longer
percentage return, but this will vary for all used for taxation.
customers. To calculate the volume charge
we multiply your water volume (in cubic Meter readings
metres) by 92.5%, then multiply the
You will normally receive two bills every
resulting assessed volume of sewage by
year, approximately six months apart, based
the metered sewerage volume charge.
on a meter reading we have taken. If for any
If you are able to provide evidence that reason we cannot take a reading on your
much less than 92.5% of the water supplied meter, or we believe the meter has not been
regularly returns to the sewer, you may apply recording properly, you will receive an
for an adjustment to your sewerage volume estimated bill, but this can be adjusted later
charges. if the actual volume of water used is
confirmed.
If we do agree to an adjustment, it will take
effect from the date of your last account
before we received your application. After If there is a leak
this, you must tell us straight away if there If there is a leak on your supply, our Code of
is any change in your circumstances that Practice on Leakage governs how we will
may affect the adjustment we have agreed. adjust your bill. Please contact our Customer
Where there has been such a change in Services Centre or go to our website if you
circumstances, any further adjustment to would like to receive a copy of our Code of
your sewerage volume charges will be made Practice on Leakage (see Section 11 on how
from the date of that change. to contact us).
4 : Water and sewerage charges 2014-2015Section 3:
For customers with an unmetered water
supply who are paying the Changeover Tariff
How the Changeover Tariff Start and end of the How the Changeover Tariff works
can assist Changeover Tariff When we bill you on the Changeover Tariff,
If your assessed charges are likely to be You may choose whether to have the we start by making the following
higher than your unmetered charges, the Changeover Tariff applied from the date you calculations:
Changeover Tariff will assist you in making switched to assessed charges, or from the 1.We calculate what your assessed charges
the change to full assessed charges. start date of a later billing period within the would be for the billing period if you were
first 24 months of assessed charging. paying our normal assessed charge (as
It does this by introducing assessed charges
in steps over the first two years following If at the time we receive your request we shown in Section 10). We call this the
your switch to assessed charging, which have already billed you on our normal assessed measured element.
gives you time to budget appropriately. The assessed charge (as shown in Section 10), 2. We calculate what your unmetered
difference between what you have paid we will cancel those charges in accordance charges would have been for the billing
while on the Changeover Tariff and what you with your choice of dates, and re-bill you for period if we hadn’t switched you to
would have paid on the normal assessed the same period on the Changeover Tariff. assessed charges under our metering
tariff does not have to be repaid to us. The Changeover Tariff shall end 24 months programme and you were paying our
after the date we switched you to assessed normal unmetered tariff (as shown in
Requesting the Changeover charges. Charges after this date will be Section 10). We call this the unmeasured
based on our normal assessed charge. element.
Tariff
If your home cannot be metered under our If at any time while you are on the The amount we actually bill you under the
metering programme and we switch you to Changeover Tariff you decide that you would Changeover Tariff depends on how much
our assessed charge, you may request that rather be charged on our normal assessed time has gone by since we switched you to
we place you on the Changeover Tariff. charge, then you may request that we assessed charges.
switch you to our normal assessed charge.
Your request must be received by us within During the first year after we switch you to
24 months of the date on which we In these circumstances you may choose assessed charges, we calculate your bill by
switched your charges from unmetered to whether to have our normal assessed charge adding together:
assessed. applied from the date you switched to the
Changeover Tariff, or from the start date of • 33.3% of the assessed measured element
If you move out of your home and you a later billing period. Where we have billed (see 1. above) and
have not requested to be placed on the you on the Changeover Tariff, the charges • 66.7% of the unmeasured element
Changeover Tariff, then your closing bill will be cancelled in accordance with your (see 2. above).
will be based on our normal assessed charge choice of dates, and we will re-bill you
(as shown in Section 10). for the same period on our normal During the second year after we switch you
assessed tariff. to assessed charges, we calculate your bill
by adding together:
If you choose to switch from the Changeover
Tariff to our normal assessed charge, you • 66.6% of the assessed measured element
will not be able to go back onto the (see 1. above) and
Changeover Tariff at a later date. • 33.4% of the unmeasured element
(see 2. above).
An example of how the Changeover Tariff
would work is provided below for a customer
with unmetered charges of £350 and
assessed charges of £400.
This example is based on year 1 prices.
5 : Water and sewerage charges 2014-2015Section 3:
For customers with an unmetered water supply
who are paying the Changeover Tariff (continued)
How the assessed measured What is rateable value?
and unmeasured elements The rateable value was used as the basis
are calculated for local authority taxation prior to 1990.
Rateable values were set by the Valuation
The assessed measured element is based Office (formerly part of the Inland Revenue,
on our normal assessed charge and the now part of HM Revenue and Customs) to
unmeasured element is based on our reflect the rental value of the property.
normal unmetered tariff. These are shown We normally use the rateable value quoted
in Section 10. in the Valuation List in force on 31 March
(a) Assessed Measured element 1990.
The assessed measured element consists of: The 1999 Water Industry Act allowed us to
continue to use the rateable value for water
1. A standing charge for each service charges even though it is no longer used for
provided. taxation.
2. An assessed volume charge for each
service provided. When you should pay
The standing charge is a fixed charge set Charges are calculated for the whole year
at the same level as the metered standing starting 1 April 2014 and are due and
charge for a normal household meter and payable on that date. However, we will
covers the costs of maintaining your water accept payment:
services account. However, we will accept payment:
The assessed volume charge for the water • by two instalments on 1 April
supply service is based on the number of and 1 October,
bedrooms in your home, or on single
occupancy (see Section 1). To calculate the • if you contact us, by regular weekly,
assessed volume charge we multiply your fortnightly or monthly instalments.
assessed volume (in cubic metres) by the
If you fail to pay an instalment on time, the
metered water volume charge.
arrangement will be cancelled and the
The assessed volume charge for the remaining balance becomes payable in full
sewerage service is based on 92.5% of the immediately.
assessed volume of water supplied. This is
If you fail to pay your charges and your debt
to reflect the fact that not all the water you
is referred to a debt collection agency for
use returns to the sewer. 92.5% is an
collection, additional charges will be added
assessment of the typical percentage return,
to your account with us.
but this will vary for all customers. To
calculate the assessed volume charge we The ways in which you can pay your bill,
multiply your assessed water volume (in and any instalments we agree with you, are
cubic metres) by 92.5%, then multiply the explained in Section 7.
resulting assessed volume of sewage by the
If you move into a property part way through
metered sewerage volume charge.
a charging year we will send you a bill for
(b) Unmeasured element the remaining part of the year. Once we have
sent you a bill it should be paid in full
The unmeasured element consists of:
immediately.
1. A standing charge for each service
The charges in Section 10 apply for a period
provided.
of 12 months from 1 April 2014.
2. A rateable value charge for each service
provided.
The standing charge is a fixed amount for
all properties and covers the costs of
maintaining your water services account.
The rateable value charge is calculated on
the rateable value of your home.
To calculate the rateable value charge we
multiply your home’s rateable value (in £s)
by the rateable value charge
6 : Water and sewerage charges 2014-2015Section 4:
For customers with a metered water supply
who are paying the Support Tariff
How the Support Tariff can assist 4. You must fully take part in an income and How the Support Tariff works
expenditure assessment for your
The Support Tariff will assist you by capping household. This is a free of charge When we bill you on the Support Tariff, we
your charges so you will pay no more than service, provided by an independent start by making the following calculations:
you would have paid if you had remained on specialist company. They will provide an 1. We calculate what your metered charges
unmetered charges. independent assessment of the amount of would be for the billing period if you were
money you have available to pay towards paying our normal metered tariff (as
How you qualify any increase in your water services shown in Section 10). We call this the
The Support Tariff has been designed to charges following the switch to metered measured element.
provide assistance with charges for charges.
2. We calculate what your unmetered
customers who meet the following criteria: 5. The independent specialist company who charges would have been for the billing
• their home has been metered under our conducts the income and expenditure period if we hadn’t installed a meter
metering programme, and assessment for your household must under our metering programme and you
recommend to us that you are unable to were paying our normal unmetered tariff
• their charges have increased as a direct afford the increase in your charges. (as shown in Section 10). We call this the
result of the switch from unmetered to unmeasured element.
metered charges, and 6. Within 30 days of the income and
expenditure assessment for your 3. We calculate the difference between the
• they are unable to afford that increase in household being completed, and within two sets of charges. We call this the
charges. 12 months of your switch to metered Support Tariff credit.
In order to qualify for the Support Tariff you charges, you must complete and return a
form applying for the Support Tariff. Where the measured element is greater than
must successfully complete our application the unmeasured element, the amount we
process, which has the following steps: 7. You must agree and maintain a payment actually bill you under the Support Tariff will
1. You must fully take part in our Home arrangement with us. be the measured element less the Support
Saver check. This is a free of charge If you are not recommended for the Support Tariff credit. This ensures that the amount
water and energy efficiency audit of your Tariff by the independent specialist company of your metered charges is the same as the
home. who conducts the income and expenditure amount that you would have paid if you had
assessment for your household, and you do remained on unmetered charges.
2. You must accept any reasonable and
practical offer we make to you to install not agree with their decision, you may ask Should the measured element be less than
water efficient devices and appliances at the Citizens Advice Bureau to undertake the the unmeasured element, it may be an
your home. These devices and appliances assessment. indication that you no longer qualify for the
will be supplied and fitted free of charge. In these circumstances, we will accept the Support Tariff. In these circumstances we
decision of the Citizens Advice Bureau. will bill you the measured element only, and
3. You must fully take part in a benefits then investigate whether it is appropriate
entitlement check. This is a free of that you remain on the Support Tariff.
charge service, provided by an
independent specialist company, to assist If you qualify for the Support Tariff, it will
you in securing your full entitlement to be applied from the date that we switch
state benefits. you to metered charges and shall end
12 months later, or at the end of the billing
period (if that is later).
Before the 12 month period runs out,
we will invite you to renew your application
for the Support Tariff, provided that you
still qualify for assistance from the tariff.
If you cease to qualify for the Support Tariff
part way through the 12 month period of
entitlement, we will continue to apply the
capped charges until the end of the current
billing period.
7 : Water and sewerage charges 2014-2015Section 4:
For customers with a metered water supply
who are paying the Support Tariff (continued)
How the measured and (b) Unmeasured element When you should pay
unmeasured elements The unmeasured element consists of: We will normally send you a bill once every
are calculated six months following the routine reading
1. A standing charge for each service
taken on your meter, but we may bill you at
The measured element is based on our provided
different intervals if necessary.
normal metered tariff and the unmeasured 2. A rateable value charge for each service
element is based on our normal unmetered Once we have sent you a bill, it should be
provided
tariff. These tariffs are shown in Section 10. paid in full immediately. However, if you
The standing charge is a fixed amount for contact us, we will agree an instalment
(a) Measured element all properties and covers the costs arrangement with you to pay your bill by
The measured element consists of: of maintaining your water services account. regular weekly, fortnightly or monthly
instalments. If you fail to pay an instalment
1. A standing charge for each service The rateable value charge is calculated on
on time, the arrangement will be cancelled
provided the rateable value of your home.
and the remaining balance becomes payable
2. A volume charge for each service To calculate the rateable value charge we in full immediately.
provided multiply your home’s rateable value (in £s)
If you fail to pay your charges and your debt
by the rateable value charge.
The standing charge is a fixed charge is referred to a debt collection agency for
based on the size of the meter fitted to If you paid assessed charges before we collection, additional charges will be added
your water supply and covers the costs metered your home under our metering to your account with us.
of maintaining your water services account. programme, then the unmeasured element
The ways in which you can pay your bill,
Most household properties are served by a will consist of the assessed charge based on
and any instalments we agree with you,
15mm or 20mm meter, and, therefore, the number of bedrooms in your home, or on
are explained in Section 7.
attract the lowest level of standing charge. single occupancy if applicable.
The charges in Section 10 apply for a period
The volume charge for the water supply of 12 months from 1 April 2014. Where the
service is based on the amount of water What is rateable value?
bill covers any dates outside that period,
supplied to your home, and this will The rateable value was used as the basis your charges will be apportioned on a daily
normally be the volume of water recorded for local authority taxation prior to 1990. basis and applied to the appropriate tariff in
on the meter in each billing period (normally Rateable values were set by the Valuation place for that period.
six months). To calculate the volume charge Office (formerly part of the Inland Revenue,
we multiply the volume of water supplied now part of HM Revenue and Customs) to
(in cubic metres) by the metered water reflect the rental value of the property.
volume charge. We normally use the rateable value quoted
in the Valuation List in force on 31 March
The volume charge for the sewerage service 1990.
is based on 92.5% of the volume of water
supplied. This is to reflect the fact that not The 1999 Water Industry Act allowed us to
all the water you use returns to the sewer. continue to use the rateable value for water
92.5% is an assessment of the typical charges even though it is no longer used for
percentage return, but this will vary for all taxation.
customers. To calculate the volume charge
we multiply your water volume (in cubic Meter readings
metres) by 92.5%, then multiply the
So that you can see how much water you
resulting assessed volume of sewage by the
are using, and what your metered charges
metered sewerage volume charge.
would be without the assistance provided by
If you are able to provide evidence that the Support Tariff, we will normally take two
much less than 92.5% of the water supplied readings on your meter every year,
regularly returns to the sewer, you may apply approximately six months apart. If for any
for an adjustment to your sewerage volume reason we cannot take a reading on your
charges. meter, or we believe the meter has not been
recording properly, we will estimate your
If we do agree to an adjustment, it will take
meter reading, but this can be adjusted later
effect from the date of your last account
if the actual volume of water used is
before we received your application. After
confirmed.
this, you must tell us straight away if there
is any change in your circumstances that
may affect the adjustment we have agreed. If there is a leak
Where there has been such a change in If there is a leak on your supply, our Code of
circumstances, any further adjustment to Practice on Leakage governs how we will
your sewerage volume charges will be made adjust your bill. Please contact our Customer
from the date of that change. Services Centre or go to our website if you
would like to receive a copy of our Code of
Practice on Leakage (see Section 11 on how
to contact us).
8 : Water and sewerage charges 2014-2015Section 5:
For customers with an unmetered water supply
who are paying the Support Tariff
How the Support Tariff can assist 4. You must fully take part in an income and How the Support Tariff works
expenditure assessment for your
The Support Tariff will assist you by capping household. This is a free of charge When we bill you on the Support Tariff, we
your assessed charges at the amount you service, provided by an independent start by making the following calculations:
would have paid if you had remained on specialist company. They will provide an 1. We calculate what your assessed charges
unmetered charges. independent assessment of the amount of would be for the billing period if you were
money you have available to pay towards paying our normal assessed charge (as
How you qualify any increase in your water services shown in Section 10). We call this the
charges following the switch to assessed assessed measured element.
The Support Tariff has been designed to
charges.
provide assistance with charges for 2. We calculate what your unmetered
customers who meet the following criteria: 5. The independent specialist company who charges would have been for the billing
conducts the income and expenditure period if we hadn’t switched you to
• their charges have been switched from
assessment for your household must assessed charges under our metering
unmetered to assessed under our metering
recommend to us that you are unable to programme and you were paying our
programme, and
afford the increase in your charges. normal unmetered tariff (as shown in
• their charges have increased as a direct Section 10). We call this the unmeasured
6. Within 30 days of the income and
result of the switch from unmetered to element.
expenditure assessment for your
assessed charges, and
household being completed, and within 3. We calculate the difference between the
• they are unable to afford that increase in 12 months of your switch to assessed two sets of charges. We call this the
charges. charges, you must complete and return a Support Tariff credit.
form applying for the Support Tariff.
In order to qualify for the Support Tariff you Where the assessed measured element is
must successfully complete our application 7. You must agree and maintain a payment greater than the unmeasured element, the
process, which has the following steps: arrangement with us. amount we actually bill you under the
If you are not recommended for the Support Support Tariff will be the assessed measured
1. You must fully take part in our Home
Tariff by the independent specialist company element less the Support Tariff credit. This
Saver check. This is a free of charge
who conducts the income and expenditure ensures that the amount of your assessed
water and energy efficiency audit of your
assessment for your household, and you do charges is the same as the amount that you
home.
not agree with their decision, you may ask would have paid if you had remained on
2. You must accept any reasonable and unmetered charges.
the Citizens Advice Bureau to undertake the
practical offer we make to you to install
assessment. Should the assessed measured element be
water efficient devices and appliances at
In these circumstances, we will accept the less than the unmeasured element, it may be
your home. These devices and appliances
decision of the Citizens Advice Bureau. an indication that you no longer qualify for
will be supplied and fitted free of charge.
the Support Tariff. In these circumstances we
3. You must fully take part in a benefits will bill you the assessed measured element
entitlement check. This is a free of only, and then investigate whether it is
charge service, provided by an appropriate that you remain on the Support
independent specialist company, to assist Tariff.
you in securing your full entitlement to
If you qualify for the Support Tariff, it will be
state benefits.
applied from the date that we switch you to
assessed charges and shall end 12 months
later, or at the end of the billing period (if
that is later).
Before the 12 month period runs out, we will
invite you to renew your application for the
Support Tariff, provided that you still qualify
for assistance from the tariff.
If you cease to qualify for the Support Tariff
part way through the 12 month period of
entitlement, we will continue to apply the
capped charges until the end of the current
billing period.
9 : Water and sewerage charges 2014-2015Section 5:
For customers with an unmetered water supply
who are paying the Support Tariff (continued)
How the assessed measured What is rateable value?
and unmeasured elements The rateable value was used as the basis
are calculated for local authority taxation prior to 1990.
Rateable values were set by the Valuation
The assessed measured element is based Office (formerly part of the Inland Revenue,
on our normal assessed charge and the now part of HM Revenue and Customs) to
unmeasured element is based on our reflect the rental value of the property.
normal unmetered tariff. These are shown We normally use the rateable value quoted
in Section 10. in the Valuation List in force on 31 March
1990.
(a) Assessed measured element
The 1999 Water Industry Act allowed us to
The assessed measured element consists of:
continue to use the rateable value for water
1. A standing charge for each service charges even though it is no longer used for
provided. taxation.
2. An assessed volume charge for each
service provided. When you should pay
The standing charge is a fixed charge set Charges are calculated for the whole year
at the same level as the metered standing starting 1 April 2014 and are due and
charge for a normal household meter and payable on that date. However, we will
covers the costs of maintaining your water accept payment:
services account. However, we will accept payment:
The assessed volume charge for the water
supply service is based on the number of • by two instalments on 1 April and
bedrooms in your home, or on single 1 October,
occupancy (see Section 1). To calculate the
• if you contact us, by regular weekly,
assessed volume charge we multiply your
fortnightly or monthly instalments.
assessed volume (in cubic metres) by the
metered water volume charge. If you fail to pay an instalment on time,
the arrangement will be cancelled and the
The assessed volume charge for the
remaining balance becomes payable in full
sewerage service is based on 92.5% of
immediately.
the assessed volume of water supplied.
This is to reflect the fact that not all the If you fail to pay your charges and your debt
water you use returns to the sewer. 92.5% is referred to a debt collection agency for
is an assessment of the typical percentage collection, additional charges will be added
return, but this will vary for all customers. to your account with us.
To calculate the assessed volume charge
we multiply your assessed water volume The ways in which you can pay your bill,
(in cubic metres) by 92.5%, then multiply and any instalments we agree with you,
the resulting assessed volume of sewage are explained in Section 7.
by the metered sewerage volume charge.
If you move into a property part way through
(b) Unmeasured element a charging year we will send you a bill for
The unmeasured element consists of: the remaining part of the year. Once we have
sent you a bill it should be paid in full
1. A standing charge for each service immediately.
provided.
The charges in Section 10 apply for a period
2. A rateable value charge for each service
of 12 months from 1 April 2014.
provided.
The standing charge is a fixed amount for
all properties and covers the costs of
maintaining your water services account.
The rateable value charge is calculated on
the rateable value of your home.
To calculate the rateable value charge we
multiply your home’s rateable value (in £s)
by the rateable value charge.
10 : Water and sewerage charges 2014-2015Section 6:
Special help for vulnerable customers
(WaterSure tariff)
How the WaterSure tariff The qualifying medical conditions are:
can assist a) desquamation
The WaterSure tariff limits your annual b) weeping skin disease
charge to the average annual charge c) incontinence
for domestic water supply and sewerage d) abdominal stoma
services. e) Crohn’s disease
f) ulcerative colitis
How you qualify g) renal failure requiring home dialysis
The Government has decided that We will also consider an application
certain groups of people with if your medical condition is similar to
unavoidably high water use can receive one of those listed above, provided you
special help with their metered charges. satisfy the other conditions.
This help is provided by the WaterSure
tariff.
How to apply
If you qualify for the WaterSure tariff You must complete a claim form and
and our Support Tariff, we will help you provide documentary evidence to
decide which of the two tariffs gives confirm that you satisfy the conditions.
you the most help with your charges. We may verify details with the
To qualify for the WaterSure tariff, you appropriate organisation. For a detailed
(or someone else who lives with you) explanation of the circumstances in
must meet all of the conditions in (1) which you could qualify, and an
to (3) below. application form, please visit our website
or telephone 0800 027 0363.
(1) You must be paying metered
charges. How the WaterSure tariff
(2) You must be receiving one of the works
specified benefits or tax credits
Once we have established your
(see below).
entitlement to help, we will limit your
The qualifying benefits are: annual charge to the average annual
charge for domestic water supply and
a) Child Tax Credit (you must receive
sewerage services. This is known as the
more than the family element)
WaterSure tariff, and Section 10 shows
b) Means-tested Council Tax Benefit the WaterSure tariff for each service for
(not including reductions/discounts) the charging year starting 1 April 2014.
The assistance will begin from the start
c) Housing Benefit
of the billing period in which you applied
d) Income-based Jobseeker’s and end 12 months later or at the end of
Allowance the billing period (if that is later).
e) Income Support Before the 12 month period runs out,
we will invite you to renew your claim –
f) Pension Credit provided you still satisfy the conditions.
g) Working Tax Credit If you cease to satisfy one or more of
h) Income-related employment the conditions part way through the
and support allowance 12 month period of entitlement, we will
continue to apply the limit until the end
(3) You (or someone else who lives with of the current billing period.
you) must either:
(i) be receiving Child Benefit for three
or more dependent children under 19
who are in full time education that
live with you;
or
(ii) be receiving treatment for one
or more of the medical conditions
specified by the Government
(see below), as a result of which
a significant extra amount of water
has to be used.
11 : Water and sewerage charges 2014-2015Section 7:
Paying your bill
Who is responsible How you can pay Difficulties with paying
for paying charges? • Direct Debit – Please go to our If you are worried about paying your
website to apply on-line or ring Southern Water bills we will do all we
The person(s) living in a property is(are) our 24-hour automated line on can to help. We will always take into
responsible for paying charges for the 0845 270 1508. Alternatively we account your personal circumstances
water supply and/or sewerage services can take your details over the phone or and try to come to a mutually agreeable
provided to them. send you a form to complete. payment arrangement. More information
In certain situations we may accept • Debit and credit cards – Please go is available on our website, or you can
someone else, such as a landlord, as to our website to pay online or ring contact us (see Section 11).
responsible for paying the charges. our 24-hour automated line on
But, you must agree this with us first. 0845 270 1508.
• PayPoint – For weekly, fortnightly
or monthly instalments, cash
payments can be made at any shop
with a PayPoint terminal. If you don’t
have a payment card please take your
bill with you. You can ring our 24-hour
automated line on 0845 270 1508
to apply for a payment card.
• At a bank or post office – Payments
can be made at most banks or post
office branches using the payment slip
provided on your bill. Payments may
also be made at post office branches
using a payment card. The service is
free of charge if paid at the post office,
at a branch of NatWest, or at any
branch of your own bank (except
Santander and Halifax).
• Home or telephone banking – Please
quote your payment reference number.
Our bank sort code is 57-70-63 and
our bank account number is
00000000.
• By post – Please complete and tear
off the payment slip provided on your
bill, and send it with your cheque
made payable to Southern Water to
PO Box 41, Worthing,
West Sussex BN13 3NZ.
• BillPay – This facility is offered
in conjunction with Santander.
Please go to our website to pay online
by credit or debit card free of charge.
• Water Direct – You can also ask us
to apply on your behalf to the
Department for Work and Pensions
for payments to be made directly from
certain benefits or credits under the
Water Direct scheme.
12 : Water and sewerage charges 2014-2015Section 8:
Use of Personal Information
Our full Privacy Statement is available via (iii) if you do not pay your debt, we may 8.6 We will check your details with one
our website (www.southernwater.co.uk) transfer your debt to another or more credit reference and fraud
or on written request. A summary is organisation and give them details prevention agencies to help us make
provided below. about you and that debt; decisions about your ability to make
payments and the payment
8.1 We may use your information to do the (iv) if we have been asked (for example by
arrangements which we may offer you.
following: Ofwat or a lawyer) to provide
Below, we have given a brief guide
information for legal or regulatory
(i) Provide you with water and sewerage to how we, the credit reference and
purposes;
services (where licensed to do so in fraud prevention agencies will use
your area). (v) as part of current or future legal action; your information. If you would like
more information about this, you
(ii) Help run, and contact you about (vi) as part of data-sharing initiatives, for
can find the full version at
improving the way we run any example, those designed to assist
www.southernwater.co.uk,
accounts, services we have provided vulnerable groups of people;
or phone us on 0845 272 0845
before, now or in the future.
(vii) to provide you information on water- and we will send you a leaflet.
(iii) Create statistics, analyse customer related goods or services offered by
(i) We will search at credit reference
information, create profiles (including trusted third parties (unless you have
and fraud prevention agencies for
using information about what services notified us of an objection);
information about you. If you are
we supply to you and how you pay for
(viii) where water and wastewater services providing information about other
them).
are provided by us and another water people who receive our services on
(iv) Help prevent and detect debt, fraud company, in order that our and their a joint basis, you must make sure they
and loss. records are kept up to date. agree that we can use their information
to do this. If you give us false or
(v) Help train our staff. From time to time these other people or inaccurate information and we suspect
organisations may be outside the European fraud, we will pass your details to
(vi) Contact you in any way (including by
Economic Area (EEA), and as a result we credit reference and fraud prevention
email, phone, text or multimedia
may use your information in countries that agencies. Law enforcement agencies
message or other forms of electronic
do not have the same standards or (such as the police and HM Revenue
communications or by visiting you)
protection for personal information as the & Customs) may receive and use this
about our services.
UK. Where such transfer occurs, we will put information.
(vii) Provide you information on water- in place appropriate measures to safeguard
related goods or services that we the data. (ii) We and other organisations may
believe may be of benefit (unless you also access and use information about
8.4 If we suspect someone has committed you that credit reference and fraud
have notified us of an objection).
fraud or stolen water by tampering with prevention agencies give us to, for
(viii) Make automated decisions. the meter or diverting the water supply, example:
we will record these details on your
8.2 We may monitor and record any (a) check details on applications you
account record and may share this
communications we have with you, make for credit and credit-related
information with Ofwat and other
including phone conversations and services;
people who are interested (such as
emails, to make sure we are providing
landlords, housing associations, police
a good quality and efficient service and (b) check your identity;
or other authorities). We may use this
meeting our regulatory and legal (c) prevent and detect fraud and
information to make decisions about
responsibilities. money laundering;
you, your character, how likely we think
8.3 We may allow other people and you are able to pay for the services we
(d) manage credit and credit-related
organisations to use information we provide to you. This may include
accounts or services;
hold about you: recording sensitive personal information
such as criminal offences you have (e) recover debt;
(i) to provide services you have requested, been accused of.
which may include providing (f) check details on proposals and
information to members of your family 8.5 In limited circumstances where you claims for all types of insurance;
or household, anyone acting on your inform us, or we believe, that you (or a and
behalf or other people who may be member of your household) need extra
(g) check details of employees and
interested (such as landlords care (for example, because of your age,
people applying for jobs with us.
or letting agents); health, disability or financial
circumstances), we may record this in (iii) When credit reference agencies receive
(ii) to help to prevent and detect debt, the information we hold about you. a search from us, they will record this
fraud, or loss (for example by giving We may share your information with on your credit file.
this information to a credit reference social services, charities, healthcare
agency), which is described in more and other support organisations, if we
detail in clauses 8.4 & 8.6 below; believe that this is warranted and that
they may be able to help you.
13 : Water and sewerage charges 2014-2015Section 8:
Use of Personal Information (continued)
(iv) We will send information on your 8.7 If you give us information on behalf of
account to credit reference agencies someone else, you confirm that they
and they will record it. If you have an have given permission for us to use
account with us, we will give details of their personal information in the way
it and how you manage it to credit we have described above and/or within
reference agencies. If you have an our full Privacy Statement. If you give
account and do not repay money you us sensitive information about yourself
owe in full or on time, credit reference or other people (such as health details
agencies will record this debt. They or details of any criminal convictions of
may give this information to other members of your household), you agree
organisations and fraud prevention (and confirm that the person the
agencies to carry out similar checks, information is about has agreed) that
find out where you are and deal with we can use this information in the way
any money you owe. The credit set out in this document and/or our full
reference agencies keep records for six Privacy Statement.
years after your account has been
8.8 You are entitled to have a copy of the
closed, you have paid the debt or
information we hold on you, and to
action has been taken against you to
have any inaccurate information
recover the debt.
corrected. We may charge you a small
(v) We and other organisations may access fee for providing a copy of any
and use, from other countries, information we hold about you.
information recorded by fraud For more information about this, or
prevention agencies. our use of your personal data, please
contact us as follows:
(vi) If you want to see what information
credit reference and fraud prevention By post:
agencies hold about you, you can Data Protection Officer
contact the following agencies currently Southern Water
working in the UK. They will charge Southern House
you a small fee. Yeoman Road
Worthing
Callcredit
BN13 3NX
Consumer Services Team
PO Box 491 Email:
Leeds dataprotection@southernwater.co.uk
LS3 1WZ
Telephone: 0845 366 0071
Website: www.callcredit.co.uk
Experian
Consumer Help Service
PO Box 8000
Nottingham
NG80 7WF
Telephone: 0844 481 8000
Website: www.experian.co.uk
Equifax Plc
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US
Telephone: 0844 335 0550
Website: www.myequifax.co.uk
14 : Water and sewerage charges 2014-2015You can also read
