Adjustment to charges

From April 1st 2022

Reason for adjustment to charges      Adjustment  Most Appropriate Market Form
Gap site Charges raised from the date of registration of SPID C02
Missing service component Charges raised from the date of registration of the service component CO2
Exit change of use / SPID deregistration

Deregistration from the date notification is received from the retailer.

If the deregistration is due to demolition, and this is confirmed by the VOA records, or a United Utilities site visit an allowance will be applied up to a maximum of 6 years.

C03

Incorrect rateable value or assessed charges against a SPID

Overcharge - Adjustment applied up to a maximum of six years from the date notification is received from the retailer.
Undercharge - Adjustment applied back up to a maximum of 6 months from the date notification is received from the retailer or the date that the revised rateable value applies, if later.

C01
Meter missing from a service component

Charges applied back up to a maximum of 6 months or from the date that the meter was identified if later.

B01
Crossed Meters or charges raised on incorrect meter

Overcharge - Adjustment applied up to a maximum of six years from the date notification is received from the retailer.

Undercharge – Adjustment applied from the date the market record is updated with the correct meter details.

C01

Meter/AMR unit incorrectly measuring consumption or stopped or AMR unit unclipped (not caused by customer or retailer)

Overcharge - Adjustments applied from the last but one meter read prior to the date that a relevant request is received from the retailer) or, where identified by us, the date that the retailer is informed by us of the intention to exchange the meter.

Undercharge - adjustments will be made either in accordance with the approach to overcharge as above

Or

From the date of RF (the Final Market Settlement Reconciliation report) if one has taken place.

Whichever is the shorter of the two periods will be applied.

B01
     
Incorrect meter detail in market (e.g. number of meter digits)

Overcharge - Adjustment applied up to a maximum of six years from the date notification is received from the retailer.

Undercharge – Adjustment applied back up to a maximum of 6 months from the date the market record is updated with the correct meter details.

C01
Return to sewer allowances

We align to RWG Good Practice Guide for this allowance.

Allowance applied from the start of the charging year (1 April) in which the application is received or the date the allowance became applicable if after 1 April.

H01

Change of Tariff

New tariff applies from the date the request is received from the retailer.

–By exception the new tariff may be backdated to the date that the retailer received the request from their customer up to a maximum of 12 months. Retailers must provide evidence.

H04
Premises not connected for sewerage

Allowance applied up to a maximum of 6 years from date of receipt of a successful claim from the retailer or from the date that the surface water drainage was disconnected from our network if within the last 6 years

 

H01

Incorrect site area charging band

Overcharge – correct charging band applied back to a maximum of 6 months from the date of receipt of a successful claim from the retailer.

Undercharge - correct site area charging band applied from the date that the Chargeable Area data is corrected against the SPID.

H01

Premises not connected for sewerage

If a premises is found not to be connected to our sewer network charges will be adjusted to a maximum of 6 years from the date that notification is received from the retailer or from when the premises was disconnected or date of occupation if later.

H01

Leakage allowances

Allowances applied as follows:

  • Allowances will be granted for water and Sewerage
  • Allowances only relate to leakage / bursts on the customer’s supply pipe or United Utilities’ apparatus
  • Customers may apply for one internal and one external leak per customer per property every 24 months.
  • Additional allowances against volumetric sewerage charges will be considered providing it can be demonstrated to our satisfaction that the water lost through the leak did not enter our network e.g. drained away to surrounding ground.
  • A volumetric allowance will be applied to the relevant service component(s) from the date of repair for the full period of the leak up to a maximum of 6 years;
  • Provided that the following criteria are met:
    • the leak is repaired within 30 days of discovery of the leak; and
    • the leak was not due to faulty machinery or equipment; and
    • the leak was not caused by faulty fixtures or fittings, such as faulty cistern overflows; and
    • there has been no negligence in allowing the leak to occur; and
    • the application is received from the retailer within 12 months of the repair date or in accordance with the conditions (section 11) of the Industry Good Practice Guide.

H01

Claim for water used during the testing of firefighting equipment / practice Allowance applied up to a maximum of six years from the date notification is received from the retailer.
The retailer must provide data demonstrating the volume of water used for firefighting, practice or the testing of firefighting equipment. The claim must be sent by the retailer within 6 years of the event occurring.
H01
Surface water drainage claims Allowance applied up to a maximum of six years from the date notification is received from the retailer. or from the date that the surface water drainage was disconnected from our network if later. H01
Incorrect site area charging band

Overcharge – correct charging band applied back to a maximum of 6 months from receipt of notification from the retaile

By exception we may extend the adjustment period by up to an additional six months to allow for retailer processing time where the retailer provides sufficient evidence of the date of the customer’s claim.

Undercharge – Adjustment applied from the date the market record is updated with the correct site area details. The retailer received the request from their customer up to a maximum of 12 months. Retailers must provide evidence.

H01
Surface water and Highways drainage - concessionary schemes

Cemeteries and Local Authority parks, places of worship, scout and guide groups – Concessionary charges will be applied back to a maximum of 6 years from the date the request is received from the retailer or from when the premises became eligible if later.

Schools , Community amateur sports club (CASC), Sea Cadets, Village Hall and Community Centres – Concessionary charges will be applied back to a maximum of 6 months from the date the request is received from the retailer or from when the premises became eligible if later.

By exception we may extend the adjustment period by up to an additional six months to allow for retailer processing time where the retailer provides sufficient evidence of the date of the customer’s claim.

H04
Charge Adjustments for customers brought into charge for the first time.

Where a premises has been vacant since market opening and the customer has recently been brought into charge for the first time we recognise that you or your customer may identify inaccuracies with charges or that certain allowances may be due. For a number of allowance types we will be extending the period for which we pay an allowance up to a maximum of 22 months from the date of your application to us. This allows you to back-bill in line with RF and an additional six month period for you to identify any adjustments that may be required. Impacted allowance types:

  • Incorrect site area charging band
  • Surface water and highway drainage concessionary schemes
    • Community amateur sports club (CASC)
    • Sea Cadets
    • Village Hall
    • Community Centers
    • Schools
  • Application of a large user tariff
  • Return to sewer allowances
N/A
Customer delay/obstruction preventing us from properly investigating an asset or data issue or information withheld

Undercharge - Charges will be raised back to date of occupation or up to a maximum of 6 years from the date the market record is updated.

N/A
Property incorrectly marked as vacant in the market

Following a successful vacancy challenge application the date of occupancy will be corrected back to date of occupation, up to a maximum of 6 years from the date the market record is updated.

N/A

The guidelines included in this document are for indicative purposes only, we will consider each application for an allowance or data / charge adjustment individually.