Water sector documents: Change proposal (Ref 006) - Modification to water sector guidance: Redress for category one metrics- Final decision
| Date | 13 April 2022 |
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Code for Adoption Agreements
1
Water sector documents: Change proposal (Ref 006)
Modification proposal
Water sector guidance: Redress for category one metrics
Independent Water Adoption
Panel Recommendation
The Panel recommended approving the change proposal
Decision
Ofwat has approved this change proposal using wording which
Ofwat has modified from the original change proposal.
Publication date
13/04/2022
Implementation date
20/04/2022
Background
Fair Water Connections (FWC) submitted this change proposal on 11 October 2021 to the
Independent Water Adoption Panel (the Panel), with the Panel publishing the proposal on its
website on the same day. The function of the Panel is to consider change proposals to the
water sector guidance and model water adoption agreement which apply to companies
operating wholly or mainly in England. These documents were developed by companies as
required by the Code for Adoption Agreements (the Code) and came into effect in January
2021. A change proposal is defined in the Code as a proposed change to the sector guidance
or the model adoption agreements.
The change proposed by FWC concerns the redress procedures set out in section 10 of the
water sector guidance. These procedures apply when a water company fails to meet the
levels of services metrics set out in Appendix G (Levels of Service). The metrics are divided
into two redress categories: category one and category two. Category one metrics broadly
cover the application and design stage of the adoption process, whereas category two
metrics broadly cover the construction stage. For metrics which have a category two redress
process, there is a complaint escalation procedure set out in the water sector guidance.
However, where a water company fails to meet a category one metric, there is only a
requirement for the water company to refund the associated application fees to the Self-lay
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