3 September 2012
Changes to Our New Service Connection Services
Northumbrian Water takes great pride in working with developers, builders and home owners to meet their
construction plans. We have recently completed a review of our new water service connection process, which
we are confident will lead to further improvements in our service.
The review has been really positive, and it included:
A detailed examination of our process, carried out by people from our teams who are directly involved,
from first contact with us through to the connection and occupancy of the property by the future
owner.
Interviews with some of the developers in our area, to get feedback on the proposed changes and
ensure that they are of benefit to both you and our future customers. Thanks to those of you who
shared your views with us.
We will be introducing the following changes in the new water service connection process in the north east
region from 24 September 2012. If you wish to discuss any of these changes with us, please contact Ian
McCrickard, New Development Programme Coordinator or Graham Perry, New Development Team Leader.
Ian can be contacted on 0191 4196576 or 07710 806473 or by email [email protected]. Graham can
be contacted on 07773 215755 or by email [email protected].
We will also produce a “questions and answers” document to respond to any queries that we receive from
developers and will communicate this before the changes are introduced on 24 September.
Below, we have explained the changes to our processes, in some detail. We hope that you will find the
information a helpful reference when planning your new service connections in the future.
1.
New service connections to our existing mains (“infill”)
The following changes have been made to our processes relating to service connections to existing
mains:
1.1
New and improved application form
Our new water service application form has been redesigned to make it easier to complete ensuring
that we have the correct details to prevent delays in producing a quotation and making the service
connection. We have also produced a new set of guidance notes to help you complete the application
form. There will be two versions of the application form and guidance notes, one for domestic and the
other for commercial properties. These will be available on our web site (www.nwl.co.uk) from 24
September.
1.2
Quotation charge
Around 25% of the applications we receive for connections to existing mains do not progress to
new connections. To recognise the work that this requires and to keep the costs down for those
that do progress their applications, we are introducing a (non refundable) charge of £91.98
(including VAT) from 24 September. This fee should be submitted along with your completed
application form. This charge will be deducted from the overall cost of your quotation if you
decide to go ahead with your connection during the 6 months that a quotation remains valid.
If you apply for service connections as part of an application for new mains (either requisitioned
from us or to be self laid), our application fee remains unaltered.
1.3
Making it easier to pay
To ensure that there are no delays in our service, we need to be able to link your application to
your payment. From 24 September, we will include an invoice number on your quotation, please
quote this when making your payments if you are paying by BACS. If you prefer to pay by
cheque, please send your cheque in the post with our remittance advice. We are also happy to
accept payments by credit or debit card, which can be taken over the phone by calling 0845 609
4639 and selecting the relevant payment option.
1.4
Faster communications and a developer self service application
We will use e-mail as the preferred method of contact with you, rather than posting or faxing
forms. We are also reducing the number and complexity of the paper forms used throughout the
process.
We will introduce a further improvement in late 2013 with a new ‘Developer Self Serve’ section of
our website. This will allow you to complete the application form, make payments, request your
connections and view progress for your connections “on line”.
2.
New service connections to new mains (“greenfield”)
The following changes have been made to our processes relating to service connections to newly
constructed mains:
2.1
Inspect and connect service
Please note that this change applies to water connections being made on to newly installed water
mains on development sites (greenfield). The current arrangements remain in place where a
connection on a greenfield site is connected to an existing off site main.
We have recently trialled not undertaking trench inspections on greenfield sites and have decided
that these inspections should still be undertaken to ensure that supply pipes for new properties
are correctly laid. From 24 September, we will reintroduce trench inspections, but to streamline
the process and avoid the delay arising from two visits, we will use a trained crew to carry out the
trench inspection. Where the work meets the required standards, the crew will make the
connection there and then. A Water Regulations guidance note illustrating these requirements is
included as an appendix.
To make the connection at the same time as the inspection, the supply pipe will need to be
correctly installed to comply with the Water Regulation requirements to the agreed point as
depicted on the site plan. Please ensure that:
The supply pipe is installed in a trench dug out to a minimum depth of 750mm along the
entire length and left open for inspection.
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The supply pipe is fitted with a mechanically sealed cap at the highway boundary and
with a stop tap as it enters the building.
Ducts into the building and/or under the carriage way are correctly installed and exposed
for inspection.
The water main and any required additional trenches are properly excavated to enable
the connection to the water main to be carried out safely and easily.
Please inform your site managers of this change. They will need to contact us once a plot is
ready for the dual inspection and connection. The site managers will need to identify in advance
when the supply pipes are to be laid in the trench and request us to make the connection as soon
as possible after this, to avoid leaving the trenches open on site which could disrupt other
planned work.
During September, members of our project team will be arranging meetings with some site based
representatives at the larger development sites to discuss the impact of this change with them in
more detail. These meetings will be an opportunity to discuss the practicalities of this change
with our project team and identify solutions to any issues that you may experience. We will also
cover the other changes that will affect the development sites in these meetings.
Up to 31 October, where you have already installed your supply pipes and backfilled the
trenches, we will not require you to excavate the trench again to enable us to inspect the trench.
If you can advise us where you have already done this, we will connect the affected plots without
a trench inspection.
However, from 1 November, we will inspect your trenches when we make the connection.
Please ensure the trenches are excavated by the agreed date or contact us in advance to
arrange the inspection for a later date. Where we are unable to do the inspection, we will either
charge you for the failed inspection or request that the trenches are excavated whilst we are on
site.
2.2
Later meter installation when supplies cannot be proved
Many new connections are recorded against the wrong property, generally where there are
multiple connections in the same trench. This can result in some of the occupiers of the new
properties receiving the wrong bill. To address this, where two or more properties are connected
in the same excavation, our crew will only fit a meter if they can prove the supply to the internal
pipe work within the property at the same time. If a supply cannot be proved end to end (i.e.
there are no internal fittings in the specific property) at the time of connection, the crew will install
a trickle flow cap, which will allow a limited water supply to the property.
Once the plot is ready for the supply to be proved, you (or your on site representative) can
contact us to arrange for the meter (or meters) to be fitted by either returning the ‘request for
meter installation’ form (see section 3.2) or by calling us on 0845 609 4639. We will then send a
technician to remove the trickle flow caps, fit the meters and prove the supplies to each property
and ensure the right meter details are recorded for each property. This will also remove the need
for you to confirm or number supplies. We will need someone to be on site for this to be carried
out.
3.
All development sites
The following changes have been made to our process for all development sites:
3.1
New customer telephone hotline
We are introducing a new contact telephone number specifically for local developers and
customers seeking advice or wanting to make arrangements for water connections.
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The new number is 0845 609 4639. Calls to this number will be charged at your local rate
(subject to your telephone service provider). This will direct you to the appropriate person or
department and will allow you to:
Request an application form for new service connections to an existing main.
Request a site visit for a trench inspection, connection or a meter fit.
Make a payment by credit or debit card for your quotation, for a failed trench inspection
or abortive visit.
Request advice on the application form, your quotation and the overall process.
3.2
New connection pack
We will be introducing a new connection pack to replace the trench inspection request form
which you currently fax or post to us. This will allow you to request multiple connections or meter
installations on one form.
When we receive the payment for your connections, we will send you the new connection pack,
which includes a covering letter which clearly sets out the requirements for how your supply pipe
should be laid, together with:
An easy to follow ‘next steps’ process map
A ‘Request for Inspect and Connect’ form
A ‘Request for Meters to be Installed’ form
A ‘Change of Responsibility’ form for when the new occupier moves in
For infill developments, you will be able to indicate your preferred way of receiving the connection
pack (email, post or fax). The pack will be posted to you if we only have your postal address.
At each stage of the connection process you will be able to phone in on 0845 609 4639 or email
your requests to us at [email protected], as an alternative to sending them by
fax or post, as before.
3.3
Failed inspections/connections
We will make every effort to help you to ensure your site is ready for its trench inspection or
connection before we visit. However if your supply pipe inspection does not pass, or we are
unable to make the connection due to issues on site like scaffolding, then you will be issued with
a card detailing what needs to be remedied, to help you get it right for the re-inspection or
connection.
We will need payment before re-inspecting a trench or returning to site to make a connection.
Our current fee is £91.98 for a re-inspection, or £109.20 for a return visit following an abortive
connection (both including VAT). This fee can be paid by debit or credit card by phoning us on
0845 609 4639. We will only charge a single fee if we are able to re-inspect all of the failed
trenches in one further visit.
3.4
Customer welcome card
To welcome new house holders to Northumbrian Water, we have developed a customer
welcome card, which provides information on the meter location and serial number. It also
explains how to read the meter, how to contact Northumbrian Water to register their account with
us and to provide us with the meter reading when they move in. Once the connection has been
completed and a new water meter fitted, our technician or crew will hand you (or your on site
representative) a card for each individual plot.
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Please ask your on site representative to hand over the card to the new occupier just prior to, or
when they move in. There is also a box on the card for the property postal address, for you to
complete when you hand the card over to the new occupier.
3.5
Building water charges
We are reviewing the way we charge you for the water that you use on site during the lifecycle of
the development. Our current process only charges for water that you use from the temporary
building water supply on your site and does not recover the cost of any water that you may use
from the other connections around the site, once these are in place.
For new applications that we receive from 1 January 2013 onwards, we will change our process
so we can recover the costs of all the building water used by developers on site. We are
currently assessing what the most efficient charging mechanism will be for this and we will
communicate this to you once we have completed this analysis.
4.
Timetable for changes
We are planning to communicate these changes to you, and then implement the changes, on the
following dates:
Developer communication issued
On site meetings at large sites
New application form available on web site
Quotation charge
Invoice number on quotations
Developer phone line
New connection pack
Payments for failed inspections or connections
Customer welcome card
Inspect and connect on all greenfield sites
Building water charges
Developer self service
3 September 2012
from 10 September 2012
24 September 2012
24 September 2012
24 September 2012
24 September 2012
24 September 2012
24 September 2012
24 September 2012
24 September 2012
1 January 2013
end of 2013
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Northumbrian Water – Water Regulations
Water Regulations
Information Sheet
Pipework Entry Into Buildings
Supply pipe after entering the
property is to be fitted with a
mechanically sealed cap as
well as a stop tap.
Solid Floors
Please Note:
Less than 750mm
Pipework that enters
the building from
ground level, less
than 750mm from the
exterior wall, must be
in colour coded blue
Duct and Insulated.
Pipework that enters
more than 750mm
from the exterior wall
requires Ducting
Only.
Supply pipe to be fitted
with a mechanically
sealed cap at the
highway boundary
Ground Level
750mm Min
1350mm Max
Supply pipe after entering the
property is to be fitted with a
mechanically sealed cap as
well as a stop tap.
Please Note:
Supply pipe to be fitted
with a mechanically
sealed cap at the
highway boundary
Pipes must be in
colour coded blue
Duct and Insulated.
Sealed
Suspended Floors
Pipework that enters
the building from
ground level and
passes through a void
must be in colour
coded blue Duct and
Insulated.
Solid Internal Floor
Ground Level
Air Vent
750mm Min
1350mm Max
Sealed
Pipes must be in
colour coded blue
Duct and Insulated.
The information contained within this document is for information only and is correct at the time of issue. All installations must
conform to the requirements of the Water Supply (Water Fittings) Regulations 1999.
Northumbrian Water can accept no liability for any loss or injury resulting from the use of this information.
Issue 7 – 15th April 2009