Your water company 2015/16 price drop - Bournemouth Water€¦ · 4 Your water company 2015/16 Ways to pay You can pay monthly by Direct Debit. Alternatively, you can use one of these

Your water company 2015/16 1

Your water company 2015/16

price drop

2 Water charges for 2015/16

4 Ways to pay

5 Water quality

6 Whose pipe? Leaks

8 Meters

9 Saving water and money WaterSure – reduced bills for certain customers

10 Customer Care Extra Callers at your door

11 FAQs – Frequently asked questions

15 Further information

18 Compensation payable under the Guaranteed Standards Scheme (GSS) Regulations

20 Free meter application form

21 Direct Debit forms

Contents

Sembcorp Bournemouth Water supplies your drinking water, so if you have a question regarding drainage or sewerage you will need to contact your sewerage provider.

– Wessex Water 0345 600 3600

– Southern Water 0845 272 0845


Delivering more for less

Dear customer

Last year we froze our prices; this year (April 2015 to March 2016) we’ve reduced our prices, with the average household bill now more than 11% lower than last year. And for the next four years, we propose to keep bills down through lower than inflation average increases.

We hope you'll feel that this is good news, especially as the fall in prices goes hand-in-hand with improvements in service and continued investment in our plant and network. This means that you can be assured that we'll continue to provide you, at a fair price, with a safe, wholesome water supply that you can rely on – always.

This satisfies the main priorities that customers have been telling us, namely ensuring a safe and reliable water supply well into the future, and helps address current issues around affordability. We’ve also committed to act on other customer priorities such as fixing visible leaks quickly, and reducing leakage from our network and the amount of energy we use in our operation. Our programme of improvement, although gradual, has quantifiable targets against which we’ll be measured, and defined penalties for failure to meet them. Therefore we believe that our interests, and those of our customers, are aligned.

We value your feedback and wish to continue the dialogue we’ve enjoyed through the platforms we’ve put in place and our customer challenge group. This will ensure that the service we provide is one you value.

In this booklet, which we’ve prepared as a handy guide for our household customers to keep, we provide information about our water charges, key aspects of our service, including how we handle customer complaints, and the answers to frequently asked questions. I hope you find it useful.

Roger Harrington Managing Director

2 Your water company 2015/16

Water charges for 2015/16 The prices we charge for your water supply are set every five years. We’ve recently agreed our prices for the period 2015 to 2020 with Ofwat, the economic regulator of the water industry. Following last year’s price freeze, we’ve reduced our prices this year – April 2015 to March 2016. This means that our overall charge (standing charge plus water usage charge) has decreased, so on a like for like basis, your bill this year will be less than last year.

In setting our prices, we considered the current pressures on household income, and the investment we need to:

• Maintain our plant and pipe network,

• Improve our service in areas that customers have identified as priority, and

• Further reduce the risk of large-scale service disruption.

We also have plans in place to improve our efficiency in specific areas, for example, in the way we use electricity in the operation of our plant, thereby further reducing our costs.

Our charges from 1 April 2015

We charge for water based on either the amount of water you use if your supply is metered, or the rateable value of your property if your supply is not metered. In addition, we apply a standing charge to cover the cost of billing and administration. Currently, 67% of our household customers are metered.

2014/15 2015/16

MeteredStanding charge per year

£23.50

£25.32

Rate per cubic metre of water (1,000 litres) £1.2375 £1.0392

UnmeteredStanding charge per year

£23.50

£25.32

Charge per £ of the rateable value of the property

£0.7556 £0.6256


Example: metered supply using 110 cubic metres

2014/15 Standing charge per yearWater usage charge (110 cubic metres x £1.2375)Total charge

£23.50 £136.13

£159.63

2015/16 Standing charge per yearWater usage charge (110 cubic metres x £1.0392)Total charge

£25.32 £114.31

£139.63

Example: unmetered supply and rateable value of property is £185

2014/15 Standing charge per yearWater usage charge (£185 x £0.7556)Total charge

£23.50 £139.79

£163.29

2015/16 Standing charge per yearWater usage charge (£185 x £0.6256)Total charge

£25.32 £115.74

£141.06

We have reduced our prices – while some customers will see slightly larger or smaller decreases, the average household bill is more than 11% less than last year.


Ways to payYou can pay monthly by Direct Debit. Alternatively, you can use one of these methods to pay your bill in full when you receive it.

• BillPay (internet)

• Your bank

• Any branch of Lloyds bank

• At a Post Office

• By post to us

• Internet banking

• Phone banking – by calling 0800 389 5110

Please see your bill for more information, including our banking details to pay by funds transfer (BACS).

We are currently implementing a new customer relationship management and billing system which will allow for online billing, payment and account management. Further details will be provided later this year.

Payment charges

You’ll be charged if a Direct Debit claim is returned unpaid.

There’s a charge for paying at a Post Office.

Having difficulty paying?

If you’re having difficulty paying your bills, please contact us as soon as possible – we may be able to help.


Water quality The water we provide is of a very high quality. Every day we test water leaving our water treatment works, storage reservoirs and at randomly selected customer taps for compliance with the standards set in the Water Supply (Water Quality) Regulations. In addition, we undertake several thousand operational tests each year to ensure raw water quality is satisfactory and our treatment processes are effective.

This rigorous sampling and analysis is overseen by the Drinking Water Inspectorate (DWI). In 2014, 99.99% of all tests carried out met the required standards. And where the standards were not met, there was no risk to health because of wide margins of safety built into them. We report every compliance result to the DWI and publish an annual summary on our website of all the results of samples taken under the regulations – by area or post code. Results are also available on request (we must provide you with this information within seven days of receiving your request).

Our water is moderately 'hard', as it naturally contains minerals which can form scale in kettles and other home appliances. On our website you’ll find information on the degree of hardness in your area, which you may need to know when setting up a dishwasher or washing machine. You’ll also find information about what might cause the water in your home to have a taste or odour. The booklet 'Looking after water in your home' provides further useful information. You can download a copy from our website under 'Publications' or call our Customer Service team on 01202 590059.

Fluoride We don’t add fluoride to drinking water. However, very low levels occur naturally.


Leaks Underground leaks It’s important to check for leaks at your property. Remember, the length of pipe from the street boundary to your house and outbuildings belongs to you and is known as your supply pipe (see diagram above). You’re responsible for repairing leaks on this pipe, as well as on your internal plumbing, and for water lost as a result of such leaks. However, if you have a leak, don’t worry as we may be able to help you.

If you hear a continuous hissing sound from the internal plumbing; notice a damp patch in the garden; or your water meter continues to record after turning off your inside stop tap, you may have a leak, so please call us immediately.

Whose pipe?

This diagram represents a typical house. However, pipe layouts may differ.

SBW 2014

Your responsibilityOur responsibility

Your supply pipeOur communication pipe

Street boundary

Stop tap/meter chamber Inside stop tap

Whose pipe?

This diagram represets a typical house. However, pipe layouts may differ.


How we can helpIt won’t always be obvious when there’s a leak underground or on your internal plumbing, so when we read the meter, if your water usage has increased significantly since the previous reading, we’ll notify you. We may be able to help by repairing your supply pipe for you at little or no charge. We may also offer you a full allowance on your bill for the water we estimate to have been lost from a leak on an underground pipe – subject to certain conditions and provided you act quickly to repair the leak.

For full details, please refer to our 'Code of practice on leakage for household customers', available under 'Publications' on our website or from our Customer Service team.

Leaking toilet cisterns Some modern toilets with push-button flush mechanisms have internal overflows. Water leaking from these cisterns may drip into the toilet pan without being noticed. The result can be a large water and sewerage bill so our advice is to check the toilet pan regularly:

• Take a bottle of coloured toilet cleaner (something that’s easy for you to see)

• Squirt the cleaner around the back of the bowl

• Leave for a few minutes then inspect the toilet

• If the cleaner has been washed away at the back of the bowl, it’s likely that your toilet is leaking.

If you think you have a problem with a leaking toilet, we recommend contacting a WaterSafe-approved plumber via www.watersafe.org.uk.

Leaks from our pipes If you see a leak in the road, please call our Freephone leakline on 0800 587 8979.

We aim to repair most minor leaks on our mains within seven working days. Some repairs may take longer where they might cause disruption to the service or traffic. Major leaks causing service disruption, damage or a safety hazard, are prioritised and repaired as quickly as possible, usually within a few hours.


MetersIf the number of people in your household is small, and if you’re careful about how much water you use, you could save money on a meter. For most customers, it costs nothing to have a meter installed. Our booklet 'Your option to meter' could help you decide. See our website for more details or complete the form on page 20.

Our website also has a link to a calculator for estimating how much water you use in the 'Water meters' section.

Compulsory meters

We’ll fit a meter in the following circumstances:

• At mixed-use properties – a meter will be fitted where the use is mainly commercial

• Where there is high discretionary use – for example, a power shower, water sprinkler, swimming pool or pond

We may also fit a meter when there is a change of occupier – either a new owner or a new tenant moves in. Where we fit a meter under these circumstances, the new owner or tenant can choose to be charged on the basis of the rateable value of the property if they believe this would save them money. Please note, we will only make this change after 12 months of the meter being installed and provided we receive the request within 13 months of the meter installation date.

This list is not exhaustive and full details can be found in our 'Water charges’ booklet available under 'Publications' on our website.


Saving water and money Small changes in your home and everyday behaviour can reduce your water bills, energy bills and your impact on the environment. For further advice and water-saving tips, please see the 'How to save water' section of our website.

Toilets

• Fit a new low-volume flush or dual-flush model

• Convert single flush to dual flush by fitting a dual-flush siphon

• Fit a displacement device such as a Save-a-flush bag

Showers

• Fit a flow restrictor on your shower or a low-flow or aeration shower head. Pumped (power) showers can use as much water as a bath.

Taps

• Fit tap restrictors in hand-wash basins where appropriate

We provide tap restrictors, shower flow restrictors and Save-a-flush bags free of charge. Visit www.sbw.savewater.co.uk to order your free water-saving devices.

WaterSure – reduced bills for certain customersYou may be eligible to receive a capped water bill – £134.54 for 2015/16. We can arrange this if you receive certain income-related benefits or tax credits and either:

• Have three or more children under the age of 19, for whom Child Benefit is received and who live at the property, or

• Have someone in the household using a lot of water due to a listed medical condition.

If you think that you, a relative or a friend may qualify for WaterSure, please contact us for more information.


Customer Care ExtraExtra services are available to certain customers on request. These include:

• Help for the visually impaired (for example, large print and Braille bills)

• The Text Relay Service to help people with hearing or speech difficulties

• A translation service for those whose first language is not English

• Personal attention in a water supply emergency

• More frequent meter readings and special billing arrangements

• Extra help and advice when it comes to paying your bill

To benefit from any of these extra services, or if you would like to discuss your requirements with a member of our team, you (or someone else on your behalf) can call us on 01202 590059.

Callers at your door

All our staff carry identity cards with their photograph and our company logo and are always happy to wait while you check. So please don’t let anyone pressure you into letting them enter your home without checking their identity first. Call us on 01202 590059 and remember – if in doubt, keep them out.

You may wish to report suspicious behaviour using the police non-emergency number, 101.

Be aware of bogus callers claiming to be from the 'water board’.


FAQs – Frequently asked questionsWhat is a cubic metre of water?

This is 1,000 litres (or about 13 baths) of water and is the unit by which meters record. Metered water charges are based on the amount of water the meter records. Therefore metered bills can vary depending on how much water is used, just like gas and electricity.

How much water do everyday activities use?

It’s impossible to give an exact amount as appliances and timings vary, but you can use the table below as a rough guideline or access the online calculator via our website under 'How to save water':

Flushing the toilet (per flush) ....................... 8 litres

Bath (per bath) ......................................... 80 litres

Gravity shower (per shower) ..................... 35 litres

Power shower (per shower) ...................... 70 litres

Washing machine (per load) ...................... 80 litres

Dishwasher (per load) ............................... 35 litres

Watering average garden ....................... 540 litres

Washing car (4 buckets) ............................ 32 litres

Washing car with hosepipe ..............400-480 litres

What is Ofwat?

Ofwat is the economic regulator for the water and sewerage industry in England and Wales. You can find more information at www.ofwat.gov.uk


Where does my money go?

Breakdown of an average household customer bill of £135.

How can I reduce my water bill?

Water charges are set to be as fair as possible to all customers and we can’t change them for individual customers. However, we can help you to look at other ways of reducing your bill. For example, if your supply is unmetered, it may be in your interest to have a meter fitted. Please see our website for more details or call our Customer Service team.

If you already have a meter, we can provide advice and help to use water efficiently. In addition, if your supply is metered and you have particular medical or family circumstances, and you are claiming a means-tested benefit, you may be eligible for our capped WaterSure tariff. Please see our website or call us for more information.

You can also spread the cost of your water bill over 12 months by setting up a monthly Direct Debit. More information on ways to pay can be found on the back of your bill and on our website.

■ Day-to-day running costs

■ Investment in maintaining and improving assets

■ Taxes and business rates

■ Funding costs

£17

£41

£50

£27


What if I can’t pay my bill?

Please don’t ignore bills. If you’re struggling to pay, we can help. Call us or visit our website.

If you receive Income Support, Jobseekers’ Allowance, Pension Credit or Employment Support Allowance, you may be able to have your water bills paid directly from your benefit. Please contact us or your local Jobcentre Plus to arrange for payments to be made directly to us.

Your local Citizens Advice Bureau and other organisations such as Hope House and Christians Against Poverty can give you advice on paying your bills and can talk to us on your behalf.

Alternatively, we can recommend an independent debt help organisation which offers a free and impartial debt counselling service at its local office or, if you prefer, in the comfort of your own home. Please refer to our booklet 'Code of practice for recovering domestic water debt' available under 'Publications' on our website or from our Customer Service team.

What happens if I don’t pay?

If we have to take court action, you’ll incur interest and extra costs to cover legal fees. If you don’t pay after a claim has been issued, we may issue a County Court Judgment against you. You have a social responsibility to pay your bill.

Rented properties

If the landlord or agent fails to inform us within 14 calendar days of a tenancy change and we’re unable to recover the debt owed by the tenant, we may pursue the landlord or agent for payment. A tenancy change is where:

• A current tenant leaves

• A change of tenant takes place, or

• A new tenant occupies a previously empty property.

This could mean that we pursue a debt for more than one tenant at the same property.


Landlord Tap is an easy to use website that allows Landlords and Managing Agents of properties in England and Wales to provide water companies with details of those responsible for the payment of water and/or sewerage charges for their tenanted properties.

Instead of calling or writing to us, once you're registered, you may use the forms on the website to provide the required information. This information is then passed to us automatically, and you'll receive a unique transaction receipt reference for your records.

Once registered, this website allows you to inform us when:

• You add new properties to your portfolio

• There are any changes to tenant details, including changes of tenancy

• A property becomes empty

• You sell or stop managing the property

The website can be accessed at www.landlordtap.co.uk

What happens when a property is empty?

When a property is unoccupied, the water bill must be paid unless we’ve turned the supply off at the boundary stop tap. If we’re unable to turn off the supply, we’ll only cancel the charges from the date that the property has been confirmed as vacant and unfurnished by one of our technicians. We’ll also carry out a site survey to see if we’re able to meter the property at the boundary.

If the supply is already metered, you’ll be billed for the water used, as recorded by the meter, plus the standing charge. If there’s no meter, we may discount the rateable value part of the bill (but not the standing charge) in two specific cases:

• If the estate is in probate and minimal water is being used, such as for central heating, or

• If you’re living alone and are either hospitalised or enter a nursing home and water is required for minimal use, such as for central heating.


Further informationWater Regulations

National regulations govern the standards of pipework and water fittings used in properties. They are intended to: protect your water supply from being contaminated as a result of substandard or incorrect installation; avoid waste; and ensure that proper standards of plumbing are achieved. These are known as The Water Supply (Water Fittings) Regulations 1999 and plumbers must install fittings that comply with these regulations.

You must tell us before you install certain fittings, such as power showers and water softeners. Incorrectly installed water fittings could contaminate the public water supply and leave you open to prosecution. Always use a qualified plumber approved by WaterSafe – see www.watersafe.org.uk for help and to find an approved plumber in your area.

Protecting your data

We use your details for the purpose of providing water services and billing. We’ll share the information we hold about you with our service providers and agents for these purposes. We may also share it with:

• An independent company for customer survey purposes

• A third party insurance provider, who may contact you about products and services that you may find useful

If you don’t want to be contacted in relation to a customer survey, or by a third party insurance provider, please call our Customer Service team.

Complaints and disputes

Sometimes we may fail to meet your expectations. If you have a complaint, please call our Customer Service team on 01202 590059 in the first instance. We have a code of practice for dealing with complaints which is set out in our booklet 'How we handle customer complaints – code of practice'. If you’d like a copy, please look under 'Publications' on our website or call us.


A message from your consumer watchdog – The Consumer Council for Water

The Consumer Council for Water provides a strong voice for water customers. Independent of water companies and their regulator, Ofwat, our aim is to place consumers at the top of water companies’ agendas by campaigning for service improvements and value for money.

What we can do for youWe keep in close contact with companies that provide water and sewerage services, and with consumers themselves. Our job is to make sure that the consumers’ collective voice is heard in national water debate and that consumers’ needs and priorities are at the heart of the water industry.

We work with the water companies, advising on how they can make changes so that more customers are able to get the level of service and value for money they expect to receive from their water company.

How we can help if you have a complaintIf you have raised a complaint with the water company and are dissatisfied with the response, we can investigate. At any stage of your complaint or enquiry, you can contact us for free and independent advice.

Tel 01392 428028 Website www.ccwater.org.uk


Alternative Dispute Resolution Scheme (ADR)

A new Alternative Dispute Resolution Scheme (ADR) is being introduced by the water industry in April 2015. The Scheme will be administered by IDRS Limited, the consumer services unit of the Centre for Effective Dispute Resolution (CEDR), a non-profit body that is independent of the water industry. The Scheme will provide an independent process for adjudicating unresolved disputes between water companies and their customers.

If you remain dissatisfied with the outcome of both our response and the Consumer Council for Water’s response to your complaint, you can apply for your case to be adjudicated by the Scheme. Full details of the Scheme will be published in our booklet 'How we handle customer complaints – code of practice' in April 2015 when they've been finalised. If you’d like a copy, please look under 'Publications' on our website or call us.

If you send us a written complaint (by letter or email), we’ll give you a full reply within ten working days. If we fail to do this, we pay £35.

Customer Charter

We have certain service standards which we must legally provide under the Guaranteed Standards Scheme (GSS) Regulations. If we fail to meet these, we’ll compensate customers as shown in the table overleaf.

Our charter goes beyond the levels set by the Regulations and in most cases we pay compensation which is significantly higher than required by the GSS. Full details of the levels of service commitments we make (including many we have set ourselves) can be found in our 'Customer charter – code of practice for household customers'. You can obtain a copy by calling us or downloading it from our website under 'Publications'.

Compensation payments will be made automatically except where indicated by an asterisk (*) on the table overleaf.


Compensation payable under the Guaranteed Standards Scheme (GSS) Regulations

Payment £ GSS Based

Account or complaint related

If we fail to respond to your written queries about the correctness of your account within 10 working days

£35 ✓

If we fail to explain within 5 working days why we are unable to put in place a new payment arrangement that you ask for

£35 ✓

If you complain to us in writing and we fail to give you a full reply within 10 working days

£35 ✓

If we fail to meet any of the above standards and do not pay you or credit your account within 10 working days of the payment becoming due, we will pay/credit a further penalty payment

£35 ✓

Interruptions to your supply

If we do not give you a minimum of 72 hours’ notice for a planned interruption to your supply that is likely to last more than 4 hours

£35 ✓

If a planned interruption is longer than we have stated in our notice A further payment for each additional 24-hour period that the supply is unrestored

£35 £35

✓

✓

If your supply is interrupted due to an emergency and we don’t restore it within 12 hoursA further payment for each additional 24-hour period that the supply is unrestored

£35 £35

✓

✓

If the interruption is due to a strategic main that bursts and lasts longer than 48 hours †A further payment for each additional 24-hour period that the supply is unrestored

£35

£35

✓

✓

If you have three or more unplanned interruptions within a year and they total 15 hours or more*.

£35 ✓

If we do not pay you or credit your account within 20 working days from the date of the interruption, you are entitled to an additional payment

£35 ✓


Payment £ GSS Based

Drought restrictions

Where essential household water supply is interrupted as a result of emergency restrictions enforced by a drought order

£10 a day or part of day

✓

Water pressure

If in any period of 28 days the pressure on two occasions falls below the legal minimum of 7 metres head (each lasting an hour or more), we will pay or credit your account – but only once per charge year

£35 ✓

Appointments

If you ask us to visit, and we fail to specify a morning (8am-1pm) or afternoon (1pm-4pm) appointment on the agreed day, or do not agree to a two-hour window if requested

£35 ✓

If we fail to keep the appointment arranged £35 ✓

If we fail to give 24 hours’ notice of cancellation of an appointment £35 ✓

If we do not pay you or credit your account within 10 working days from the date of the missed appointment or one cancelled with less than 24 hours’ notice*

£35 ✓

To claim a payment, please contact our Customer Service team.* Payments that have to be claimed

† If the planned interruption is due to work on a strategic main affecting more than 200 homes and is longer than we state, the payment amount is £20, with a further £10 for every 24 hours that the supply remains interrupted.

In some cases we are not required to make a payment under the GSS Regulations. These include severe weather and other circumstances beyond our control. Please see our website or call us for more information.

Free meter application form Please fill in all the boxes on the form using a black ball-point pen and return the form to us.

Please allow up to 60 days for a meter to be installed.

Twelve monthly instalments payable on or immediately after the 1st, 8th, 15th or 22nd of each month

Please indicate if you would like payments collected on the 1st, 8th, 15th or 22nd of each month

Full name .................................................................................................................................................................................................................................................................................................................................................................................................

Business name (if applicable) ...................................................................................................................................................................................................................................................................................................................................

Address of property to be metered ..................................................................................................................................................................................................................................................................................................................

........................................................................................................................................................................................................................................ Post code ..................................................................................................................................................

Phone number .......................................................................................................................................................................................................................... Number of occupiers..............................................................................

When are you normally at the property during working hours?

...................................................................................................................................................................................................................................................................................................................................................................................................................................

(Account) Reference number (Please copy from your bill)

If you already pay your bill by Direct Debit, please indicate when you wish to pay as metered payment dates difer.

If you wish to pay by Direct Debit please fill in the form on page 21.

Tenants only

Have you notified your landlord of your request for a water meter and, if applicable*, gained their written permission? Please attach a copy with this application. Type of property (please tick box)

Private house/bungalow Flat/apartment

Shop Office Business – other please specify

I agree to have a meter fitted at the above address under the terms and conditions stated.

Signature ..................................................................................................................................................................................................................................................................................................................................................................................................

Full name .......................................................................................................................................................................................................................................................... Date ...............................................................................................................

For office use ONLY

Application no ..................................................................................................................................................................................................................................................................................................................................................................................

Account no. �� RV ��

Job code .....................................................................................................................................................................................................................................................................................................................................................................................................

Location of boundary box ..............................................................................................................................................................................................................................................................................................................................................

* You'll need your landlord's permission if your tenancy agreement is for less than 6 months

81 2215

! !20

!■ Banks and Building Societies may not accept Direct Debit Instructions for some types of account.

■ If there are any changes to the amount, date or frequency of your Direct Debit Sembcorp Bournemouth Water will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Sembcorp Bournemouth Water to collect a payment, confirmation of the amount and date will be given to you at the time of the request

■ If an error is made in the payment of your Direct Debit, by Sembcorp Bournemouth Water or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society

– If you receive a refund you are not entitled to, you must pay it back when Sembcorp Bournemouth Water asks you to■ You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

The Direct Debit Guarantee – This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

Instruction to your Bank or Building Society to pay by Direct Debit – If you have a water meter

You can set up a Direct Debit quickly and easily on line at www.sembcorpbw.co.uk/waystopay

Originators identification no. 9 8 5 7 8 1

Name and full postal address of your Bank/Building Society

The Manager ................................................................................................................................... Bank PLC

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

Post code ................................................................................................................................................................................

Name of account holder(s)

Bank/Building Society account number

Branch sort code number –from the top right hand corner of your cheque

(Account) reference number(Please copy from your bill)

Instruction to your Bank/Building Society Please pay Sembcorp Bournemouth Water Direct Debits from the account detailed in this Instruction subject to the safeguards assured by the Direct Debit Guarantee. I understand that this Instruction may remain with Sembcorp Bournemouth Water and, if so, details will be passed electronically to my Bank/Building Society.

Signature(s) ........................................................................................................................................................................

..................................................................................................................................................................................................................

Date ................................................................................................................................................................................................

Sembcorp Bournemouth Water and CUSTOMER OFFICIAL USE ONLY.This is not part of the instruction to your Bank or Building Society.

Please choose how often you wish to pay and tick one box only.(In the first year this may vary depending on when we can set up your instructions.)

12 monthly instalments payable on or immediately after the 1st, 8th, 15th or 22nd of each month

Number of people in the property .............................................................................. This information will be used to estimate your budget payment plan more accurately.

Payment following receipt of your account

Please indicate if you would like payments collected on the 1st, 8th, 15th or 22nd of each month.

Account holder(s): forenames and surname

Full name ...............................................................................................................................................................................

..................................................................................................................................................................................................................

Full name ...............................................................................................................................................................................

..................................................................................................................................................................................................................

Address .....................................................................................................................................................................................

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

Post code ................................................................................................................................................................................

Phone number ................................................................................................................................................................

81 2215

! 21

!

22

Instruction to your Bank or Building Society to pay by Direct Debit – If you do not have a water meter

You can set up a Direct Debit quickly and easily on line at www.sembcorpbw.co.uk/waystopay

Originators Identification No. 9 8 5 7 8 1

81 15 22

Name and full postal address of your Bank/Building Society

The Manager ................................................................................................................................... Bank PLC

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

Post code ................................................................................................................................................................................

Name of account holder(s)

Bank/Building Society account number

Branch sort code number –from the top right hand corner of your cheque

(Account) reference number(Please copy from your bill)

Instruction to your Bank/Building Society Please pay Sembcorp Bournemouth Water Direct Debits from the account detailed in this Instruction subject to the safeguards assured by the Direct Debit Guarantee. I understand that this Instruction may remain with Sembcorp Bournemouth Water and, if so, details will be passed electronically to my Bank/Building Society.

Signature(s) ........................................................................................................................................................................

..................................................................................................................................................................................................................

Date ................................................................................................................................................................................................

Sembcorp Bournemouth Water and CUSTOMER OFFICIAL USE ONLY.This is not part of the instruction to your Bank or Building Society.

Please choose how often you wish to pay and tick one box only.(In the first year this may vary depending on when we can set up your instructions.)

One yearly payment in April

2 payments in April and October

6 payments in April, May, June, October, November and December

10 payments each year commencing in April (If set up after 22nd March, there will be fewer than 10 payments in the first year).

Please indicate if you would like payments collected on the 1st, 8th, 15th or 22nd of each month.

Account holder(s): forenames and surname

Full name ...............................................................................................................................................................................

..................................................................................................................................................................................................................

Full name ...............................................................................................................................................................................

..................................................................................................................................................................................................................

Address .....................................................................................................................................................................................

..................................................................................................................................................................................................................

..................................................................................................................................................................................................................

Post code ................................................................................................................................................................................

Phone number ................................................................................................................................................................

■ Banks and Building Societies may not accept Direct Debit Instructions for some types of account.

■ If there are any changes to the amount, date or frequency of your Direct Debit Sembcorp Bournemouth Water will notify you 10 working days in advance of your account being debited or as otherwise agreed. If you request Sembcorp Bournemouth Water to collect a payment, confirmation of the amount and date will be given to you at the time of the request

■ If an error is made in the payment of your Direct Debit, by Sembcorp Bournemouth Water or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society

– If you receive a refund you are not entitled to, you must pay it back when Sembcorp Bournemouth Water asks you to■ You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

The Direct Debit Guarantee – This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

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Sembcorp Bournemouth Water Ltd REGISTRATION NO 02924312 (England and Wales)REGISTERED OFFICE George Jessel HouseFrancis Avenue, Bournemouth, BH11 8NX, UKCustomer Service 01202 590059Fax 01202 597022Email [email protected]

Automated card payment service 0800 389 5110Freephone leakline 0800 587 8979

www.sembcorpbw.co.uk

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Documents

Your water company 2015/16 price drop - Bournemouth Water€¦ · 4 Your water company 2015/16 Ways to pay You can pay monthly by Direct Debit. Alternatively, you can use one of these