Water
States of water
Liquid, solid and gas
What is OFWAT?
Office of Water Services
What is a vulnerable person?
It is someone that requires additional assistance or help with certain tasks.
What is Empathy?
Showing that you understand someone's situation or emotions.
What is a leakage allowance?
A leakage allowance is a reduction or credit applied to a customer's water bill when they have a genuine leak on their property that has caused unusually high water usage.
Why is saving water important?
Water is an important resource and wasting it could mean big shortages in the future.
What does OFWAT do?
They regulate the water industry, making sure customers are treated fairly.
What does PSR stand for?
Priority Service Register
Why is customer service important?
Repeat customers
Choose you over the competition
Good reputation
Positive word of mouth
etc
What is Highway Drainage?
Highway drainage is the system of drains and gullies on roads that collects rainwater and carries it away to help prevent flooding.
What is Water efficiency?
Water efficiency means thinking about the way you use water, your water management. Reduce your water use where possible and not waste water you do use.
What is DWI?
Drinking Water Inspectorate
What are the 3 types of vulnerabilities?
Mental
Physical
Financial
What is active listening?
It is listening to someone attentively and showing that you understand what's been said.
Surface Water Drainage
Surface Water Drainage is the charge for collecting and removing rainwater from your property's roofs, driveways, and gutters through the public sewer system.
What is water?
Water is an inorganic, transparent, tasteless, odourless, and nearly colourless chemical substance, H2O.
What does DWI do?
They ensure that customers receive clean and safe drinking water.
What is the PSR?
It is a list of vulnerable customers so that we can provide additional assistance to them when required.
List 2 debt support options available
Crisis Fund Scheme
Payment Matching Scheme
StepChange
Turn2Us
Monthly Instalments
What 3 steps must a customer take to be reimbursed for their leakage?
Report the leak to their water company.
Repair the leak within the required timeframe.
Provide proof that the leak has been repaired (if requested).
List 4 sources of water
Rivers and streams
Lakes
The sea
Rainwater
Wells
Springs
Reservoirs
If a customer received a high bill and it cannot be justified by the water supplier, the water company says that they cannot provide a reason for it but the customer needs to pay it, who will the customer need to contact for assistance?
OFWAT
List 3 support services available
Priority Services Register (PSR)
WaterSure Scheme
Water Efficiency Support
Big Difference Scheme
What happens when I report leak?
Leak report
Investigate
Plan the repair
Repair
Restore
Explain the three ways to be billed.
Metered Billing – A water meter measures the amount of water the customer uses.
Unmetered Billing (Rateable Value) – If the property does not have a water meter, the bill is based on the property's historical rateable value rather than the amount of water used.
Assessed Charge – If a customer cannot have a water meter installed, the water company may charge a fixed amount based on factors such as the size of the property or the number of people living there.