WR1 Letter

User Story:

As a third party recoveries manager, I want to send the England and Scotland disconnections letters to multiple addresses (supply, invoice, landlord depending on the scenario) before disconnecting a water supply, so that we can inform the customer what is going to happen, and so that we remain compliant with England and Scottish water regulations.

We are initially only looking at temporary disconnections but are wanting to eventually permanently disconnect supplies too.

Requirements:

Scottish Water:

Temporary Disconnection:

(i) In the case of a temporary disconnection the licensed provider is to:

a. serve the Disconnection Warning Notice on the occupier of the eligible premises at the eligible premises (even where the premises is considered to be a vacant premises); and

b. where the customer to whom the bill is addressed is not in physical occupation at the eligible premises, also serve the Disconnection Warning Notice on the customer at the address to which the bill is made out, as applicable; and

c. where the eligible premises is a vacant premises, send a copy of the Disconnection Warning Notice to the owner;

Permanent Disconnection:

(ii) In the case of a permanent disconnection the licensed provider is to:

a. serve the Disconnection Warning Notice on the occupier of the eligible premises at the eligible premises (even where the premises is considered to be a vacant premises); and

b. where the customer to whom the bill is addressed is not in physical occupation at the eligible premises, also serve the Disconnection Warning Notice on the customer at the address to which the bill is made out, as applicable; and

c. in all cases, send a copy of the Disconnection Warning Notice to the owner; and

For both temporary and permanent disconnection:

(iii)

All Disconnection Warning Notices must also be served on:

a. Scottish Water - wholesaleservicedesk@scottishwater.co.uk or alternatively via Scottish Water’s Licensed Provider portal;

b. the Commission (WICS) - competitionteam@watercommission.co.uk and copied to the customer’s sewerage licensed provider (as applicable).

https://wics.scot/publications/retail-market/retailer-information/operating-market/disconnections-document

England:

For both temporary and permanent disconnection:

WR1 letter must be sent to the address of the supply.

Considerations:

• Our vacant supply data is highly inaccurate so would either have to always send the letter to the landlord or risk compliance breaches.

• We rarely have landlord data so are at risk of compliance breaches.