RWG Good Practice Alignment

We provide a service which is different than that stated in the good practice guide in the following areas:

Charge to exchange a meter we are unable to attach a logger to:

• Good practice guide: No charge if the meter is more than 15 years old. Quote provided if less than 15 years old (unless the meter is due for pro-active exchange within six months)
• UU approach: Meters 40mm and under will be exchanged free of charge if over 15 years old.
• UU approach: Meters 50mm and above will be recharged unless identified for pro-active meter exchange.

Third Party request to exchange a damaged meter:

• Good practice guide: Third party notifies wholesaler direct.
• UU approach: Requests must come from the registered retailer.

Wholesaler to re-attach logger following exchange of a meter:

• Good practice guide: Wholesale re-attaches logger within twenty-two business days
• UU approach: As UU personnel may not be trainer with regards to specific equipment, the logger device/ pulse unit will be left within the cabinet/ chamber or safe place for the owner of the equipment to reconnect.

Our approach exceeds the good practice guide in the following areas:

Planning to disconnect:

• Good practice guide: Retailer or Accredited Entity contacts the wholesale via email listing the SPID’s customer name and address that may be disconnected. The Retailer and Accredited Entity will only raise form I/01 if a property gets disconnected.
• UU approach: We do not require any of the up-front notifications from the Accredited Entity unless they are to undertake a physical disconnection.

Our approach exceeds the good practice guide in the following areas:

How long does the retailer have to apply for an allowance:

• Good practice guide: 6 months from the date of repair
• UU approach: 12 months from the date of repair

How long is the allowance granted for:

• Good practice guide: 12 months (exemptions apply)
• UU approach: Full period (up to 6 years)

How many allowances can be requested:

• Good practice guide: 1 in 24 months
• UU approach: 1 leak per customer, per property every 24 months but further volumetric sewerage allowances will be considered providing it can be demonstrated to UU’s satisfaction that the water lost through the leak did not enter our network

UU also give allowances for sewerage and water, whereas some Wholesalers only give allowances for Water.

We provide a service which is different than that stated in the good practice guide in the following areas*.

• Good Practice Guide: Mandates the use of web and social media for all planned events (D1, D2 & 3)
• UU approach: use of web and social media dependant on the nature and impact of the planned works.
• Good Practice Guide: Use of ‘portal push notifications’ to NHH customers (D1, D2 & 3)
• UU approach: No push notifications to customers directly as we do not hold customer contact information for this purpose. All notifications will be forwarded to the retailer for onward communication.
• Good Practice Guide: Wholesaler ‘Pop Up’ campaigns and Public Consultations for all D1 events