Following the introduction of competition in the non-household market, it is important that UUW and Retailers have a clear understanding about which premises are occupied by Sensitive Customers. Process E1 describes how the Retailer and UUW shall work together to keep the record of which Eligible Premises are occupied by Sensitive Customers complete and up-to-date in accordance with the Market Terms.
UUW may have Public Health Related Site Specific Arrangements in place for specific Supply Points at Eligible Premises in order to help meet its statutory or other regulatory obligations in the event of a drinking water quality incident, flooding or other event which poses a threat to public health such as environmental pollution.
If UUW needs additional information about any particular Sensitive Customer (or about any particular Eligible Premises not occupied by a Sensitive Customer), for example twenty-four (24) hour on site contact information, it shall establish a Public Health Related Site Specific Arrangement for that Eligible Premises.
As the Wholesaler, UUW do not have access to NHH customer data. Therefore, the Retailer shall keep the information held by the Market Operator on which Eligible Premises are occupied by Sensitive Customers up-to-date by notifying the Market Operator in accordance with the Market Terms and shall so do within two (2) Business Days of becoming aware of any change or during the course of applying for a new connection
The Retailer shall enable UUW to prepare or maintain the Site Specific Arrangement by providing appropriate up to date contact details for its NHH customer along with any other information or assistance reasonable requested by UU. In particular, if requested by UUW, the Retailer shall seek to arrange any meeting between the Retailer, its Non-Household Customer and UUW in relation to the Public Health Related Site Specific Arrangement.
If UUW receives a notification that the Retailer has asked the Market Operator to add or remove a Sensitive Customer flag from any of the Eligible Premises within the UUW area, the Wholesaler may query that change with the Retailer and the Retailer shall respond to any query which the Wholesaler raises.