The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008

• (3) For the purposes of this regulation, the quality of supply is restored only if all of the steps specified in the water quality notice no longer need to be taken.

• (4) The water quality amount is a sum equal to BA + (SA × P), where—

• (a) “BA” is the base amount;

• (b) “SA” is the supplementary amount; and

• (c) “P” is the number of complete periods of 24 hours after the end of the initial 48 hour period during which the quality of supply to the affected premises is not restored.

• (5) For the purposes of paragraph (4)—

• (a) the base amount is—

• (i) £40, if the affected premises are domestic premises;

• (ii) £60, if the affected premises are not domestic premises;

• (b) the supplementary amount is—

• (i) £20, if the affected premises are domestic premises;

• (ii) £40, if the affected premises are not domestic premises.

• (6) But the English service provider is not required to make a payment under paragraph (2)(a) if—

• (a) the water used for the supply was polluted, or contaminated, by the customer contrary to section 72 or 73 of the WIA;

• (b) the water quality notice was served due to drought or immediately following a period of drought;

• (c) the water supply to the premises is interrupted or cut-off by the English wholesaler in exercise of its powers under section 75(7) of the WIA.

• (7) In this regulation “the initial 48 hour period” means the period of 48 hours beginning when the water quality notice is served.

Indexation

17IF

• (1) This regulation applies where there is a relevant increase in the consumer prices index in relation to a payment change date.

• (2) There is a relevant increase in the consumer prices index in relation to a payment change date if there is a percentage increase of at least 10% in the consumer prices for the reference month compared to the consumer prices index for September 2025.

• (3) Where this regulation applies, the specified amounts—

• (a) are to be adjusted by the relevant increase in the consumer prices index, and

• (b) rounded to the nearest £5.

• (4) The increase in a specified amount in accordance with paragraph (3) applies only in respect of a breach of a service standard which occurs on or after the payment change date on which the specified amounts are increased.

• (5) For the purposes of this regulation, “the specified amounts” are each of the amounts payable under regulations 17C to 17IE, 17J and 17JA.

• (6) In this regulation—

• “consumer prices index” means the all items consumer prices index published by the Statistics Board;

• “payment change date” means—1st April 2026, or1st April in any subsequent year;

• “the reference month”, in relation to a payment change date, means the September immediately preceding that date.

Timing etc. of payments under regulations 17C to 17H and 17IA to 17IE

Timing of payments under regulation 17I

17JA

• (1) Where an English service provider is required to make a payment to a customer under regulation 17I, the English service provider must make the payment to the customer before the end of the period of 20 working days beginning with the day on which the customer makes a claim under paragraph (5) of that regulation.

• (2) If the English service provider fails to make the payment to the customer in accordance with paragraph (1), it must pay the customer £40.

Payments by English wholesalers to English service providers

Means of payment, including where customer is in arrears

Payments not to affect other legal liabilities

Notice of rights to be given to customers

Reference of disputes to the Authority

Review