Case summary
This request for a determination was in relation to a dispute regarding the eligibility of two properties for the non-household market, and the extent of the premises within the properties.
Summary of Ofwat’s final decision
We determined that the Properties should be reclassified to recognise two non-household premises, and four household premises to be registered and charged within their respective markets.
Wider lessons for companies and customers
We would like to remind companies and customers that when receiving a request for determination regarding eligibility, in the first instance, we expect the parties to have tried to resolve the issue. As part of this, we expect the company(s) and/or licensee(s) to gather all necessary information to enable them to make an informed decision. This includes gathering sufficient information from the customer to determine the eligibility of a premises such as:
- its ownership;
- any arrangements between a resident and a business in terms of water use and payment for it;
- any difference in size between the residential area and the commercial area at a premises; and
- the location of the water meter (where applicable).
We would encourage company(s) and/or licensee(s) to gather sufficient information to determine the eligibility of a premises, prior to a request for determination being submitted to Ofwat. Doing so may prevent the need for referral to Ofwat and provide a swifter outcome for the Complainant. In this instance, we were satisfied that the parties had clearly exhausted negotiations prior to an appeal being submitted to us and had taken reasonable steps to try and resolve the issue.
Relevant powers
Section 17E of the Water Industry Act 1991
Relevant Ofwat powers
Date opened
31 July 2023
Date closed
22 March 2024
Key documents
Similar cases
Enquiries
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