Ofwat to require wholesalers to work with third parties on data loggers

(by Karma Loveday)

Ofwat is consulting until 7 April on its decision to approve a code change that would explicitly oblige wholesalers to work with customer-appointed third parties on data logger matters.

CPW161 explained: “Evidence included with the proposal indicates that when third parties [appointed by customers] approach wholesalers for permission to install data loggers, they have found that some wholesalers avoid working with third parties on data loggers and metering issues. When wholesalers do not process installation requests from customer-appointed third parties, customers face delays in realising water-saving benefits. Customers with existing data loggers may also experience disruption to their monitoring data if wholesalers remove devices without notice as part of their own operational activities, such as meter replacements.” 

Ofwat approved the following amendments:

Requests to install a data logger or add-on device:

• Upon receiving a request for permission to install a device, the wholesaler must respond within eight business days, granting permission where appropriate. The wholesaler would update the Central Systems once the installation is confirmed. 

• Where no response is provided by the wholesaler within the required timeframe, permission would be deemed granted. 

Faults affecting data loggers or add-on devices:

• When notified of a fault, the wholesaler must respond within 25 business days. The wholesaler must repair or replace the meter as required, update the Central Systems, and notify the customer-appointed agent of the outcome. 

• Where the meter is repaired or replaced, the wholesaler would reinstall the device where compatibility allows. If reinstallation is not possible, the wholesaler would leave the device in the meter pit and notify the customer-appointed agent. 

Quotations for meter exchange to support installation:

• When a quotation is requested for meter exchange work to support installation of a data logger or add‐on device, the wholesaler must provide the quotation within eight business days.

• The wholesaler should aim to complete the works within 25 business days of acceptance of the quotation. 

Wholesaler-initiated metering activity:

• Where a data logger or add‐on device is found on a meter, the wholesaler must contact the known owner (where identifiable) to request removal prior to commencing work. 

• The wholesaler must request the retailer to contact the non‐household customer to determine ownership.

Ofwat intends to implement the change three weeks after it has finalised the approval.