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Operational Terms: Annex B - Process diagrams for part B (Metering) September 2015

Process B1 Installation of a meter performed by the Wholesaler [Steps 1 to 3] Step/Time

Retailer

Wholesaler

Step 1 Process started by the Retailer (a)

Notifies the Wholesaler it wishes a meter to be installed by submitting Form B/01

Form B/01

a End

infeasible

Notified

Notifies (without site visit) that installation is infeasible/ impractical b

Yes

impracticable

No

Process H2 Step 2

Arranges for any site survey required to establish feasibility or practicality c

(c) Within 3 BD of receipt of notification under Step 1

Non-standard Standard installation installation

Installs meter without delay d No

Yes

Step 3 Notified

(e, f) Notifies Retailer within 8 BD of receipt of notification under Step 1

f

e

Notifies Retailer installation has not taken place Non Standard

Step 5

Standard

Infeasible No

Yes

End

Declines request providing explanation

Notified g

(g, h, j) Within 8 BD of receipt of notification under Step 1

Impractical No

Yes

End

i

h

Declines request providing explanation

May apply for Contribution Offer Process H2 j Step 4

Gives reasons and provides quotation for charges for installing meter Step 4

Page 2 of 22

Process B1 Installation of a meter performed by the Wholesaler [Steps 4 and 5] Step/Time

Retailer Step 3

Step 4 (k) Within 3 months (l) Within 22 BD of notification at Step 1 (if standard) or receipt of acceptance of quotation (if nonstandard)

Wholesaler

k

Accepts quotation

End

No

Step 3 Yes

l

Installs the meter

Step 5

(m) Within 5 BD of day on which it installs the meter

Notifies the MO in accordance with CSD 0104

m

Page 3 of 22

Process B2 Installation of a meter performed by an Accredited Entity [Steps 1 to 3] Step/Time

Retailer

Step 1

Advance notice required

No Step 6 (b) At least 5 BD in advance of scheduled installation

Wholesaler

a

Yes

Notifies the Wholesaler it wishes an AE to install a meter by submitting Form B/02

Form B/02

Notified

b

Step 2 End (c, d, f, h, i) Within 5 BD of receipt of materially complete Form B/02

e

Notified

Provides additional information if requested by Wholesaler Arranges for any work required and if required confirm stipulations have been met

g

Step 4

Declines request explaining reason c No

Yes

Yes d

No Yes f

Step 3 (j) Within 8 BD of notice under Step 1

j

l

Step 4

Provides details of any stipulations No

Provides quotation (if nonstandard) h No

Yes

If required, confirms installation can proceed

i

Resubmit Form B/02* if required

Postpones work pending discussion

Step 5 Conducts any site visit required and provides any further conformation or information

Yes

Approach agreed k No Step 2

*If the updated Form B/02 contains a material change, Step 1 of this process shall be repeated. Page 4 of 22

Process B2 Installation of a meter performed by an Accredited Entity [Steps 4 to 7] Step/Time

Retailer

Step 4

Step 2 or 3

(n) Within 22 BD of receipt of acceptance of quotation

Accepts any quotation

m

(o) Within 5 BD of date on which meter was installed

Wholesaler

Yes

Installs meter n

No Notifies the MO in accordance with CSD 0104

Step 5 o

Step 5

Step 2 or 4

(p) Following expiry of 5 BD advance notice period (where required) or any other period agreed following postponement under Step 2

Arranges the installation using an AE, subject to any stipulations imposed by the Wholesaler under Step 2

p

Step 6 (q) Within 5 BD of date of meter installation

q

Provides details of the meter installation to the Wholesaler by submitting updated Form B/02

Form B/02

Notified

Step 7 (r) Within 3 BD of receipt of details from Retailer under Step 6

Notifies the MO in accordance with CSD 0104

r

Page 5 of 22

Process B3 Meter accuracy test performed by the Wholesaler Retailer/any Other Retailer/ Other Wholesaler

Step/Time

Water Wholesaler

Step 1 Process started either by Wholesaler (a) or Retailer/any Other Retailer/Other Wholesaler (b)

Notifies Retailer and any Other Retailer/Wholesaler it intends to carry out a meter accuracy test (as requested or on its own initiative) a

Notified

b

Request the Wholesaler to carry out a meter accuracy test by submitting Form B/01

Step 2

Form B/01

Tested in the last 3 months or test in progress c Yes

No

End

Notified d

Step 3 (e) If requested by TDC etc., within 10 BD of receiving request

e

Notifies it will not carry out the test, explains why and provides any previous test results

May (or will, if required by TDC etc.) visit the Eligible Premises to establish the work required

Step 4 (f) Within 22 BD of notification at Step 1 (if requested by Retailer/ ) or site visit at Step 3 (if initiated by Wholesaler)

f

Removes meter to allow for test at an approved test centre and installs a replacement or performs a test in situ

Step 5 (g) Within 5 BD of any meter removal/ installation

Notifies the MO in accordance with CSD 0104

g Step 6 (h) Within 20 BD of meter removal or in situ test under Step 4 Step 7 (i) Depending on test results and within 5 BD of receipt of notification of test results to Retailer under Step 6

Notified h

i

Completes the test and notifies of the test results

Notifies MO of any Volumetric Adjustment in accordance with CSD 0104

Page 6 of 22

Process B4 Meter accuracy test performed by an Accredited Entity [Steps 1 to 4] Step/Time

Retailer

Step 1 No a

Step 4

(b) At least 5 BD in advance of scheduled meter accuracy test

b

Wholesaler

Advance notice required Yes

Notifies the Wholesaler it wishes an AE to remove a meter to conduct an accuracy test by submitting Form B/02

Form B/02

Step 2 End

(c, d, f, g) Within 5 BD of receipt of materially complete Form B/02

Declines request explaining c reason

Yes

Notified

Notified

No No

Provides any additional information if requested by the Wholesaler

e

Approach agreed g

Yes

Notified

Yes

Postpones work pending discussion d No

Yes f

Provides details of any stipulations

No

Arranges for any work required and if required confirm stipulations have been met h

Form B/02 as required

Step 3 j Step 4

Notified

Arranges for a meter accuracy test to be carried out by an AE

If required, confirms meter accuracy test can proceed i

Form B/02* as required

Step 1

(k) Within 5 BD of any meter removal/ installation k

Provides details of any meter change to the Wholesaler by submitting Form B/02 (or updated Form B/02 where advance notice was given)

Form B/02

Notified

Step 5

*If the updated Form B/02 contains a material change, Step 2 of this process shall be repeated. Page 7 of 22

Process B4 Meter accuracy test performed by an Accredited Entity [Steps 5 to 7] Step/Time

Retailer

Wholesaler

Step 5

Step 4

(l) Within 3 BD of receiving details from Retailer under Step 4

Notifies the MO in accordance with CSD 0104

l Step 6 (m) Within 20 BD of any meter removal under Step 3

Step 7 (n) Depending on test results and within 5 BD of receipt of notification of test results to Retailer under Step 6

m

Completes the test and notifies of the test results

Notified

n

Notifies MO of any Volumetric Adjustment in accordance with CSD 0104

Page 8 of 22

Process B5 Repair or replacement of a faulty meter performed by the Wholesaler Step/Time

Retailer

Wholesaler

Process started either by the Wholesaler (a) or the Retailer (b)

Notified

Notifies the Retailer that a fault has been identified

(b) As soon as reasonably practicable

Notifies the Wholesaler that a fault has been identified by submitting Form B/01

Step 1

a

b

Form B/01

Step 2 c

Visits the Eligible Premises

d

Determines if the meter is faulty No

End

Notified e

(f) Within 22 BD of date of notification under Step 1

f

Notifies the Retailer the meter is working properly

Yes

Repairs or replaces the faulty meter

Step 3 (g) Within 5 BD of meter removal and installation

Notifies the MO in accordance with CSD 0104

g

Page 9 of 22

Process B6 Repair or replacement of a faulty meter performed by an Accredited Entity Step/Time

Retailer

Step 1

Advance notice required

No Step 4 (b) As soon as practicable and no less than 5 BD in advance of date of repair/ replacement

Wholesaler

a

Yes

Notifies the Wholesaler it wishes an AE to repair or replace a faulty meter by submitting Form B/02

b

Form B/02

Notified

Step 2 Notified

End

(c, d, f, g) Within 5 BD of receipt of materially complete Form B/02

e

Provides additional information and agrees timescale for repair/ replacement

Notified

Declines request explaining reason c No

Yes

Postpones work requesting any further information d No

Yes

Yes

Form B/02*

f

Provides details of any stipulations

Arranges for any work required to comply with stipulations and if required confirm these have been met

No

h

Confirms repair or replacement can proceed

Notified g Step 3 (i) More than 5 BD but less than 22 BD from notification under Step 1 or, if postponed, within agreed timescale

i

Arranges for the AE to repair or replace the meter, subject to any stipulations

Form B/02* as required

Step 1

Step 4

Provides details of meter change to Wholesaler by submitting Form B/02 (or updated Form B/02 where advance notice was given)

(j) Within 5 BD of meter repair or replacement

Form B/02

Notified

j

Step 5 (k) Within 3 BD of receipt of details from Retailer under Step 4

Notifies the MO in accordance with CSD 0104

k *If the updated Form B/02 contains a material change, Step 1 of this process shall be repeated. Page 10 of 22

Process B7 Retailer requested change to size, model or location of meter performed by the Wholesaler Step/Time

Retailer

Step 1

a

Wholesaler

Makes a request for a change of meter by submitting Form B/01

Notified

End

Form B/01

Notified

Declines request providing b reasons

Yes

No Step 2 c

May visit the Eligible Premises

d

Standard installation Yes

(e) Without delay and in any event within 22 BD of receiving request under Step 1 (when standard installation)

Arranges for the removal of the meter and installation of the replacement meter

e

No

Step 5 (f) Within 10 BD of receiving request under Step 1

Provides Retailer with quotation and gives reasons

Notified f

Step 3 (g) Within 3 Months

Confirms acceptance of quotation g No

Yes

Notified

End

Step 4

Arranges time and date and advises of any proposed change of meter location

h Step 5

Undertakes the work

(i) Within 22 BD of notification at Step 1 (if standard) or receipt of acceptance at Step 3 (if non-standard) (j) Within 5 BD of completion of the work

i Notifies the MO in accordance with CSD 0104

j Page 11 of 22

Process B8 Retailer requested change to size or location of the meter performed by an Accredited Entity Step/Time

Retailer

Step 1

Wholesaler

Makes a request for a change to the size or location of a meter to be performed by an AE by submitting Form B/02

a

Form B/02

Step 2 (b) Within 10 BD of receiving request

May visit the Eligible Premises

b

Step 3 Notified

End

(c, d, f, g) Within 10 BD of receipt of materially complete Form B/02

Notified

Declines request explaining c reason

Yes

No

e

Provides any additional information requested by Wholesaler

Form B/02* if required

Notified

Postpones work requesting any further information d No

Yes

Yes f

Arranges for any work required and if required confirm stipulations have been met h

Provides details of any stipulations No

Notified g

Confirms meter change can proceed

Step 4 (i) Within 30 BD of confirmation under Step 3 or other agreed timescale

i

Step 5 (j) Within 5 BD of meter change j

Form B/02* as required

Arranges for the meter change to be performed by the AE, subject to any stipulations

Provides details of the meter change to the Wholesaler by submitting updated Form B/02

Form B/02

Notified

Step 6 Notifies the MO in accordance with CSD 0104

(k) Within 3 BD of receipt of details from Retailer under Step 5 k

*If the updated Form B/02 contains a material change, Step 1 of this process shall be repeated. Page 12 of 22

Process B9 Retailer requested change of meter performed by an Accredited Entity (other than a replacement following a fault or a change to the size or location of the meter) Step/Time

Retailer

Step 1

Wholesaler

Advance notice required

No Step 4

a

Yes

Notifies the Wholesaler it wishes an AE to performs a meter change by submitting Form B/02 b

(b) At least 5 BD in advance of scheduled meter change

Form B/02

Notified

Step 2 End

(c, d, f, g) Within 5 BD of receipt of materially complete Form B/02

Notified

Declines request explaining reason c

Yes

No

e

Provides additional information requested by Wholesaler

Yes

Notified

Yes

Postpones work requesting any further information d

Form B/02* as required

h

Arranges for any work required to comply with stipulations and if required confirm these have been met

f

No Provides details of any stipulations No

Notified g Step 3

Confirms meter change can proceed, where required

Form B/02* if required i

Arranges for the AE to change the meter

Step 1

Step 4 (j) Within 5 BD of meter change j

Provides details of meter change to Wholesaler by submitting Form B/02 (or updated Form B/02 where advance notice was given)

Form B/02

Notified

Step 5 (k) Within 3 BD of receipt of details from Retailer under Step 4

Notifies the MO in accordance with CSD 0104

k *If the updated Form B/02 contains a material change, Step 1 of this process shall be repeated. Page 13 of 22

Process B10 Wholesaler requested installation or change of meter performed by the Wholesaler (other than a replacement following a fault) Step/Time

Retailer

Wholesaler

Notified

Notifies Retailer it wishes to install or change a meter, including any programme, relevant meter details and reason for the installation or change

Step 1 (a) Giving 22 BD advance notice

a Step 2

Step 3 (c) No less than 22 BD from notice under Step 1

Notifies by exception if it wishes a meter of different model, type or in different location b

Notified

Arranges with the Retailer or NHH Customer directly a mutually convenient time and date for the meter installation or change and carries out the work c

Step 4 (d) Within 5 BD of date on which the work was carried out

Notifies the MO in accordance with CSD 0104

d

Page 14 of 22

Process B11 Retailer request for Wholesaler to carry out Meter Read for a Non-Market Meter pending Transfer or allocation of a Supply Point Step/Time

Retailer

Wholesaler

Step 1

Notifies the Wholesaler if it wishes a meter read to take place by submitting Form B/03

Notified

a

Step 2 Carries out the meter read in accordance with the Market Terms

b

Step 3 (c) Within 2 BD of date on which the work was carried out

Notifies the MO in accordance with CSD 0202

c

Page 15 of 22

Process B12 Installing Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services Step/Time

Retailer

NHH Customer*

Step 1

Wholesaler**

NHH Customer notifies Wholesaler of its intention to install the new Private Meter Notified

Notifies Retailer of

a b

intent to install a meter

Step 2

(d) Within 5 BD of installation c

Following installation NHH Customer provides details of meter installation to Wholesaler

Notified

Step 3 d (e) Within 5 BD of receipt of notification under Step 2 (if insuff. quality) Step 4 (f) Within 5 BD of receipt of meter details under Step 2 (if suff. quality) or any site visit under Step 3 (if insuff. quality), whichever is later

No

Yes

e

Visits the Eligible Premises to confirm details provided by NHH Customer

Notifies the MO in accordance with CSD 0104

f

Step 5 (g) Within 1 month of receipt of notification under Step 2 (if suff. quality)

Photographic evidence of sufficient quality

g

Visits the Eligible Premises to confirm details provided by NHH Customer

* Throughout Processes B12-B14, the Wholesaler shall be responsible for procuring that the Non-Household Customer provides the relevant information or carries out the activities required by these processes. ** Throughout Processes B12-B14, the Wholesaler shall copy any written communications to the Non-Household Customer to the Retailer.

Page 16 of 22

Process B13 Testing, repairing and replacing Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services [Steps 1 and 2] Step/Time

Retailer

NHH Customer*

Step 1 (a) and (b) are alternative ways of initiating the process (b) as soon as reasonably practicable and within 2 BD of becoming aware

Wholesaler** Becomes aware that Private Meter is faulty a

Where Retailer becomes aware that Private Meter is faulty, notifies Wholesaler by submitting Form B/01 b

Notified

Notified

Contacts NHH Customer requiring they repair, replace or test the meter c

Sends copy of requirement to Retailer

Notified

d

Step 2 NHH Customer arranges for Private Meter to be repaired, replaced or tested

(e) Within timescale agreed with Wholesaler e (f) Within 5 BD of repair/replacement or 20 BD of testing

NHH Customer provides Wholesaler with required details following repair, replacement or testing

Notified

Notified

If a test was carried out, contacts NHH Customer advising whether repair or replacement is necessary

f (g) Within 5 BD of receiving required details

g

Step 3

* Throughout Processes B12-B14, the Wholesaler shall be responsible for procuring that the Non-Household Customer provides the relevant information or carries out the activities required by these processes. ** Throughout Processes B12-B14, the Wholesaler shall copy any written communications to the Non-Household Customer to the Retailer. Page 17 of 22

Process B13 Testing, repairing and replacing Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services [Steps 3 to 5] Step/Time

Retailer

NHH Customer*

Wholesaler**

Step 3

Step 2

h

Photographic evidence of sufficient quality No

(i) Within 5 BD of receipt of notification under Step 2 (if insuff. quality)

Step 4 (j) Within 5 BD of receipt of meter details under Step 2 (if suff. quality) or any site visit under Step 3 (if insuff. quality), whichever is later

Yes

Visits the Eligible Premises to confirm details provided by NHH Customer i

Notifies the MO in accordance with CSD 0104

j

Step 5 (k) Within 1 month of receipt of notification under Step 2 (if suff. quality)

k

Visits the Eligible Premises to confirm details provided by NHH Customer

* Throughout Processes B12-B14, the Wholesaler shall be responsible for procuring that the Non-Household Customer provides the relevant information or carries out the activities required by these processes. ** Throughout Processes B12-B14, the Wholesaler shall copy any written communications to the Non-Household Customer to the Retailer.

Page 18 of 22

Process B14 Exchanging Private Meters necessary for calculation of Primary Charges for Trade Effluent Services, or Trade Effluent Services and Foul Sewerage Services Step/Time

Retailer

NHH Customer*

Step 1

Wholesaler**

NHH Customer agrees exchange of Private Meter with the Wholesaler a

Notifies Retailer of NHH

Notified

meter b

Step 2 Following exchange provides details of meter removal and installation to the Wholesaler

(d) Within 5 BD of replacement

Notified

c Step 3

d

Photographic evidence of sufficient quality No

(e) Within 5 BD of receipt of notification under Step 2 (if insuff. quality)

Yes

e

Visits the Eligible Premises to confirm details provided by NHH Customer

Step 4 (f) Within 5 BD of receipt of meter details under Step 2 (if suff. quality) or any site visit under Step 3 (if insuff. quality), whichever is later

Notifies the MO in accordance with CSD 0104

f

Step 5 (g) Within 1 month of receipt of notification under Step 2 (if suff. quality)

Visits the Eligible Premises to confirm details provided by NHH Customer g

* Throughout Processes B12-B14, the Wholesaler shall be responsible for procuring that the Non-Household Customer provides the relevant information or carries out the activities required by these processes. ** Throughout Processes B12-B14, the Wholesaler shall copy any written communications to the Non-Household Customer to the Retailer.

Page 19 of 22

Process B15 Installing Cross Border Meters necessary for the calculation of Primary Charges for Sewerage Services Step/Time

Retailer

Wholesaler*

Water Undertaker**

Step 1 Notifies Wholesaler of its intention to install a new Cross Border Meter a

Notified b

Notifies Retailer on becoming aware of Water Undertaker's intent to install a meter

Step 2 (c) Within 5 BD of installation, or such longer time as agreed with Water Undertaker

Notified c

Following installation, provides details of meter installation to Wholesaler

Step 3

(d) Within 5 BD of receipt of meter details under Step 2

Notifies the MO in accordance with CSD 0104

d

* Throughout Processes B15-B17, the Wholesaler shall provide updates and notifications to the MO. ** The Wholesaler is required under the Business Terms to seek to put in place appropriate arrangements with the relevant Water Undertaker in respect of Cross Border Meters. Throughout Process B15-B17, it shall be the responsibility of the Wholesaler to seek to procure that the Water Undertaker provides the relevant information or carries out the activities required by these processes. The Wholesaler and the Retailer shall work together and co-operate in relation to these meters.

Page 20 of 22

Process B16 Testing, repairing and replacing Cross Border Meters necessary for the calculation of Primary Charges for Sewerage Services [Steps 1 to 3] Step/Time

Retailer

Step 1 (a) and (b) are alternative ways of initiating the process (b) as soon as reasonably practicable and within 2 BD of becoming aware

Wholesaler*

Water Undertaker**

Becomes aware that Cross Border Meter is faulty a Where Retailer becomes aware that Cross Border Meter is faulty, notifies Wholesaler by submitting Form B/01

Notified

b

Contacts relevant Water Undertaker to seek to procure they repair, replace or test the meter

Notified

c

Notified d

Sends copy of requirement to Retailer

Step 2 (e) Within timescale agreed with Wholesaler

e

(f) Within 5 BD of repair/ replacement, or 20 BD of testing, or such longer period agreed with Water Undertaker

Notified f

Water Undertaker arranges for Cross Border Meter to be repaired, replaced or tested

Water Undertaker provides Wholesaler with required details following repair, replacement or testing

Step 3 (g) Within 5 BD of receipt of meter details under Step 2

Where meter replaced, notifies the MO in accordance with CSD 0104

g

* Throughout Processes B15-B17, the Wholesaler shall provide updates and notifications to the MO. ** The Wholesaler is required under the Business Terms to seek to put in place appropriate arrangements with the relevant Water Undertaker in respect of Cross Border Meters. Throughout Process B15-B17, it shall be the responsibility of the Wholesaler to seek to procure that the Water Undertaker provides the relevant information or carries out the activities required by these processes. The Wholesaler and the Retailer shall work together and co-operate in relation to these meters.

Page 21 of 22

Process B17 Exchanging Cross Border Meters necessary for the calculation of Primary Charges for Sewerage Services Step/Time

Retailer

Wholesaler*

Water Undertaker**

Step 1 Agrees exchange of Cross Border Meter with the Wholesaler a Notifies Retailer upon becoming aware of Water Undertaker's intent to install meter

Notified b

Step 2

(c) Within 5 BD of replacement (or longer period agreed with Water Undertaker)

Notified c

Following exchange provides details of meter removal and installation to the Wholesaler

Step 3

(d) Within 5 BD of receipt of meter details under Step 2

Notifies the MO in accordance with CSD 0104

d

* Throughout Processes B15-B17, the Wholesaler shall provide updates and notifications to the MO. ** The Wholesaler is required under the Business Terms to seek to put in place appropriate arrangements with the relevant Water Undertaker in respect of Cross Border Meters. Throughout Process B15-B17, it shall be the responsibility of the Wholesaler to seek to procure that the Water Undertaker provides the relevant information or carries out the activities required by these processes. The Wholesaler and the Retailer shall work together and co-operate in relation to these meters.

Page 22 of 22