RD 3/00

TO THE REGULATORY DIRECTORS OF ALL
WATER AND SEWERAGE COMPANIES AND
WATER ONLY COMPANIES

7 January 2000

REGULATIONS TO PROTECT VULNERABLE CUSTOMERS

As you will be aware, DETR laid the Regulations to protect vulnerable groups on 23 December 1999. The purpose of this letter is to advise you of the three substantive changes which have been made since the draft regulations were published in October. Please ensure that these changes are reflected in your final charges scheme when it is submitted to Ofwat. Where a scheme has already been submitted, we will make the necessary checks to ensure that this has been done.

Eligibility

The protection for customers with medical conditions requiring high additional use of water has now been restricted to customers in receipt of benefit. This means that in order to qualify for vulnerable groups protection, either on the criteria of a large family or on medical grounds, all applicants must now be in receipt of at least one of the benefits or tax credits listed.

Start Date

The Regulations now make it clear that the protection may not begin prior to 1 April 2000. If a customer applies during the billing period which straddles that date, the bill should be apportioned to allow the protection to commence on 1 April. Metered charges should apply up to that date.

Cross border issues in England/Wales

The Regulations now provide that customers whose water undertaker is either Welsh Water or Dee Valley Water should apply to their sewerage undertaker for the protection to be applied to that part of their bill.

Please call if you have any queries about the above.

Yours sincerely

Sue Cox

Head of Service and Performance Team