RD 4/00

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

28 January 2000

GUARANTEED STANDARDS SCHEME - REGULATIONS

As you know, last September the Director wrote to the Government with his recommended revisions to the Guaranteed Standards Scheme (GSS). Ministers are still considering his proposals. It is unlikely that the revised regulations will be written in time for companies' billing cycles. This letter clarifies what information companies should give their customers on the Guaranteed Standards Scheme.

Companies have a statutory duty to tell their customers annually about the GSS. Many companies do this by means of a leaflet sent with bills. Where this is the case companies should base their leaflets for this year on the existing scheme, but with a comment that the standards may be revised during the year. Companies will of course have to apply any new standards as soon as they become effective, and should have accurate and up-to-date information available for any enquiries or claims. Leaflets and newsletters sent later in the year once any new regulations have come into force should reflect the new standards.

If you have any queries about this letter please contact Liz Coombes (0121 625 1463).

Yours sincerely

Sue Cox

Head of Service & Performance Team