Engaging with you

Engaging with you

Our promise and redress statement

Developer Services Performance and Redress Scheme

In line with Ofwat’s Codes for Adoption, Developer Services has developed a process of redress for customers applying for the formal adoption of water and sewerage infrastructure under sections 51A and 104 of the Water Industry Act 1991. This is based on the levels of service as set out in the adoption codes.

Sewerage levels of service

Activity: Pre- planning application
Action: Acknowledgement of receipt & application completeness
Level of service timetable: Review application within 7 days of receipt to ensure all relevant details are included or request additional information. Full response within 21 days of receipt

Activity: Pre - design application
Action: Review application
Level of service timetable: Review application and respond within 14 days

Activity: S104 application
Action: Acknowledgement of receipt & application completeness
Level of service timetable: Review application within 7 days of receipt to ensure all relevant details are included or request additional information

Activity: Full design review and response
Action: Review design Step 1
Level of service timetable: Full design review and respond within 28 days of receipt of application (this includes the 7 days to acknowledge and review the application)

Activity: Design acceptance
Action: Review design Step 2
Level of service timetable: Issue formal technical acceptance of submission - a further 14 days from receipt of additional information

Activity: Execute adoption agreement
Action: Update draft agreement
Level of service timetable: Issue draft agreement to customer for signing, 14 days after receipt of of inspection fees, coloured plans and all required legal & land matter details

Activity: Customer notifies of construction start date and requests inspections
Action: Inspections and construction period
Level of service timetable: Plan start up meeting and inspection regime. 1st inspection undertaken within 14 days of request

Activity: Construction complete
Action: Request for pre maintenance inspections
Level of service timetable: Inspections undertaken within 14 days from receipt of request

Activity: Issue pre - maintenance certificate/provisional certificate
Action: Construction is substantially complete
Level of service timetable: 7 days from confirmation that all construction works are satisfactory and receipt of as built and CCTV survey

Activity: Issue vesting certificate
Action: Vest sewers
Level of service timetable: Within 7 days on confirmation that construction is complete and all legal and land matters are complete

Supply levels of service

Activity: Point of connection
Action: Initial application review
Level of service timetable: Within 5 calendar days confirm application is complete

Activity: Point of connection
Action: Review PoC proposal
Level of service timetable: Within 14 calendar days or 28 days for complex sites, review PoC proposal

Activity: Design self - laid main
Action: Review design application
Level of service timetable: Within 5 calendar days confirm application is complete

Activity: Design self - laid main
Action: Provide design
Level of service timetable: Within 28 or 42 calendar days depending on complexity of site

Activity: Design self - laid main
Action: Company review SLP design application
Level of service timetable: Within 5 calendar days confirm application is complete

Activity: Design self - laid main
Action: Provide design acceptance
Level of service timetable: Within 14 or 21 calendar days depending on complexity of site

Activity: Execute water adoption agreement
Action: Review/revise water adoption agreement
Level of service timetable: Within 7 days of receiving the request

Activity: Delivery date
Action: Source of water delivery date
Level of service timetable: Right day metric - agreed date when water company will provide the source of water

Activity: Construct self - laid main
Action: Provide sample results and submit construction records
Level of service timetable: Within 1 day of receipt of test results, the SLP must provide evidence of bacteriological sample and pressure test pass

Activity: Connect self - laid main
Action: Review request and carry out final connection
Level of service timetable: Within 14 calendar days from receipt of valid test results

Activity: Connect self - laid main
Action: Review application and agree date of final connection
Level of service timetable: Within 5 days review the application, test results,as - laid information and agree connection date with SLP

Activity: Connect self - laid main
Action: Complete connection and provide required information to the water company
Level of service timetable: Within 1 working day of completing the final connection, SLP to confirm connection took place

Activity: Vest self - laid main
Action: Issue vesting certificate
Level of service timetable: Within 5 days of notification of final connection being given

Activity: Make service connections
Action: Validate notification and provide consent to progress with connection
Level of service timetable: Issue consent, plot reference information and costing details with 5 calendar days commencing on the day following written notification of connection call off by the SLP. Process payment for admin fees

Activity: Make service connections
Action: SLP to notify water company that the connection is made
Level of service timetable: SLP to provide this information to the water company within 1 working day of completing the connection for non - household and 5 calendar days for household

Activity: Make service connections
Action: Install 'screw in' meters and record details
Level of service timetable: If requested, water company technician visits site to fit meter. SLA defined by those companies that offer this service

Redress Statement

We are committed to providing a first class service to all of our developers and we monitor our performance very carefully. Our aim is to “Make Development Easy” but if we don’t meet the required levels of service as set out in the Adoption Codes, we will contact you regarding the cause of the failure and an indication of the proposed remedial action.

Where a failure on our part has directly resulted in additional or material cost to you, we will review the circumstances honestly and sympathetically, compensating appropriately on a case by case basis.

Contacting us

If you wish to contact us about an issue or a complaint, please call us on 01225 526222/ 526333 or e-mail us at developer.services@wessexwater.co.uk We will respond to you within 10 working days of contacting us.

If you are unhappy with the response you receive, please contact Nigel Martin, Head of Developer Services: nigel.martin@wessexwater.co.uk You will receive a response within 5 working days from receipt of your notification

Fees and charges

Our fees and charges are clear and reviewed annually

All fees and charges are published in relevant booklets, leaflets and guidance notes which are available to download from our website.