Coronavirus and changing consumption levels – practical advice to help our customers.
05/01/2021

How can we help you?

1. We need to know from you if your Water Consumption has changed from pre-Covid levels. 

If you are using less water than a year ago, let us know by supplying three meter reads, each one at least a week apart to avoid estimated bills based on pre-Covid consumption levels.  Email your meter reads to MeterReadings@sesbusinesswater.co.uk.  Without your reads, your bills will be estimated on levels potentially higher than your current consumption.  Please provide reads to make your consumption bills as accurate as possible.  Help us to help you.

2. Meter Readers continue to access and read external meters, where safe to do so.  However, they cannot access meters via properties or within building/working areas.  If the meter reader leaves a reply card, please fill it in and follow the instructions. 

3. Let us know if any of your locations are closed.  If you have vacated premises, hold no stock there and handed the premises back to a landlord, we may be able to reduce your charges.

4.  We remain open, here to help our customers. Whilst all of our team are working from home, please use email query@sesbusinesswater.co.uk in preference to calling us.

Stay safe.
Practical advice to help our customers with sites in England.
05/06/2020

15/06/2020

We will keep this page up to date as the Pandemic develops and business needs and regulations change.  Call 0203 750 9300 to discuss with a member of our Customer Service Team.

Customer Protection Code of Practice & Covid-19 Repayment Scheme

Customers who are operating normally and can pay, should pay and are subject to our normal debt collection process.

We will differentiate between Customers who genuinely need support and those who should be expected to pay and will tailor our approach accordingly.

Customer Category How will we be able to identify these customers Our actions

Covid-19 Affected Customers: means a Customer for whom all of its premises have been designated as Vacant.  Unless the following exception applies:  we can provide robust evidence that the Customers’ ability to pay is unaffected by Covid-19.

 

Where the customer has multiple premises but only some of which have been designated Vacant Premises, this definition does not apply.

 Temp Vacant Covid-19 flag in CMOS for all of the Customers Sites.

Suspend:

  1. Billing
  2. Debt collection
  3. Disconnections
  4. Late payment fees

 

No amounts owed by the Customer to us are “due” or shall be treated as “due” for the purposes of a disconnection notice under section 61(1ZC)(b) of the 1991 Act, and for these purposes only.  All other rights and obligations under our Terms and Conditions of Supply are unaffected by this clause.

 

Applies until 30th June 2020.
Not affected by Covid-19 Continue to require water or sewerage services at the same or higher level as prior to Covid-19 and are not experiencing payment difficulties as a result of Covid-19.

Premises remain open: and

  • There is no evidence of an unforeseen reduction in consumption as a result of Covid-19; and

The Customer has not indicated that they are experiencing payment difficulties.

Normal Debt Recovery process applies.

Interest and/or late payment charges apply as per the supply agreement (terms and conditions).

Customers affected by Covid-19 can apply for a repayment scheme detailed below:

Subject to acceptance, the scheme allows the customer to pay their debt over a number of monthly installments.  The application form is here.

Following receipt of the completed application form, the Customers individual circumstances are confidentially and carefully assessed and where appropriate a payment plan is offered.

 

Covid-19 repayment plan Terms and Conditions:

  1. These Terms & Conditions are specific to the Covid-19 repayment plan and take precedence over and add to the current terms and conditions of supply:
  2. No interest will be charged when the customers pays in line with the agreed Covid-19 Repayment Scheme. 
  3. Disconnection and Charges for Non-payment:   If you do not pay any Charges on or before the due date, we may disconnect the water supply to the relevant Premises. We will reconnect the supply once all outstanding bills have been paid, including the applicable disconnection, reconnection and cost of recovery charges. Our Charges for non-payment/disconnection are as follows;
    1. Late payment charge – the greater of £50 or 1% per day of the outstanding amount
    2. If you remain in default after 14 days, we will charge the greater of either a further £100 or 1% per day of the outstanding amount
    3. If you remain in default after 28 days, we will charge the greater of either a further £250 or 1% per day of the outstanding amount
    4. If you remain in default after 56 days, we will charge the greater of either a further £500 or 1% per day of the outstanding amount
    5. After 56 days, non-payment will incur the greater of either a further £10 charge per day for each day you remain in default or 1% per day of the outstanding amount.
    6. Disconnection notice charge - £100 Disconnection visit charge - £500 Disconnection charge - £500 Reconnection charge - £500
  4. We reserve the right to amend our payment terms to a rolling deposit paid in advance, in the event you default on any payment due.
  5. In addition to the monthly instalments, the current bills must be paid on time.
  6. Bills issued prior to March 2020 are subject to late payment charges, unless they are part of an agreed payment plan which is paid on time.
  7. During an agreed Repayment Scheme, no amounts owed by the Customer to us are “due” or shall be treated as “due” by us for the purposes of a disconnection notice under section 61(1ZC)(b) of the 1991 Act, and for these purposes only.  All other rights and obligations under our Terms and Conditions of Supply are unaffected by this clause.”
  8. Any failure or delay in paying will automatically cancel the Repayment Scheme and the full amount is immediately due. 
  9. Failure to pay to the agreed Repayment Plan will lead to disconnection of supplies.

 

If you disagree with our assessment you can contact solvemyproblem@sesbusinesswater.co.uk with any additional information for a further review.

 

Customers not affected by Covid 19:

  1. Must pay all bills on time to avoid late payment charges.
  2. Provide meter reading to meterreading@sesbusinesswater.co.uk to avoid estimated bills.

We are happy to discuss your specific circumstances and help where we can.

Email Repaymentscheme@sesbusinesswater.co.uk with any questions or to arrange a call.

 

Sites reopening:

Unless you tell us specifically that you are not reopening, we will start billing those sites made Temporarily Vacant Covid 19, when you could open.

If you remain closed, you must email us at query@sesbusinesswater.co.uk with the sites account numbers.  If you do not, we will bill you.

On re-opening, take a water meter read and send it to meterreadings@sesbusinesswater.co.uk  this is to avoid an estimated bill which may show a higher consumption than you have used.  Taking a read when the site has been closed allows you to see the measured water that has flowed through the meter and identify whether you have leakage or devices using water whilst you are closed.

Once you’ve reopened, send regular meter reads to meterreadings@sesbusinesswater.co.uk this will help you receive accurate consumption bills.  If your consumption has reduced this will help you receive lower bills.  If you do not provide meter reads, your bills will be estimated on pre Covid-19 consumption levels.

The first bill following reopening may include a credit for the few days of charges at the end of March. Covering the period from Temporarily Closed (typically 24th March) for the charges already billed to the end of March.

Follow good Water Hygiene advice before reopening sites.

 

Regulation and behaviour changes (England and Severn Trent part of Wales)

We have changed our working practices during the National Emergency to comply with the Customer Protection Code of Practice.

We understand that during the COVID-19 Pandemic that “Covid-19 Affected Customers” may not be able to continue their businesses as normal, we will therefore stop the following for bills produced during the period 1st March 2020 to 30th June 2020:

  • Serving disconnection notices for non-payment of bills/invoice.
  • Recover late payment fees associated with bills/invoices.
  • The above is for a limited period and where you are able to make payments you should continue to do so.

 

In conclusion:

  1. Watch this page for updates
  2. Keep in touch and let us know whether your sites are open or closed directly due to the Pandemic.
  3. Provide meter reads where safe to do so

Thank you from the team at SES Business Water.  We remain dedicated to serving our customers as well as providing practical advice and best practice during the Pandemic.
Practical advice to help our customers with sites in Scotland.
25/03/2020

05/06/2020

We will keep this page up to date as the Pandemic develops and business needs and regulations change.

The approach in Scotland is very different to England and Wales.

The Scheme is applied for and if accepted by Scottish Water, some charges and consumption are deferred for payment later.  The scheme ends after two meter reads from March 24th 2020.

In summary the scheme is applicable as follows:

  Premises Type
Charge Element   Unmeasured Water Supplies Small Metered All meters <=25 Large Metered Any meter >25mm Drainage Charges
Water - fixed charge 60% deferral of wholesale charges No deferral of fixed charges N/A
Water - volumetric charges 60% deferral of wholesale charges

100% deferral. Volumetric charge deferral ends after 2nd meter reading after 24 March 2020

 N/A
Foul sewage - fixed charge 60% deferral of wholesale charges No deferral of fixed charges N/A
Foul sewage - volumetric charges 60% deferral of wholesale charges 100% deferral. Volumetric charge deferral ends after 2nd meter reading after 24 March 2020 N/A
Property Drainage 60% deferral of wholesale charges 60% deferral of wholesale charges No deferral of drainage charges 60% deferral of wholesale charges
Roads Drainage 60% deferral of wholesale charges 60% deferral of wholesale charges No deferral of drainage charges 60% deferral of wholesale charges
Trade Effluent - Fixed No deferral of Trade Effluent charges N/A
Trade Effluent - Volumetric No deferral of Trade Effluent charges N/A

 

Please note, this is a scheme that is applied for by Businesses and Organisations closed directly due to the Pandemic and latest Scottish Government restrictions.

We will be writing to all of our customers with sites in Scotland.  We wish to discuss with each customer their specific circumstances, applicability of the scheme, application process, deferred payment process and when/where it applies.

 

Contacting us

We remain open to support you during this very difficult time. All of our staff are working from home. Call volumes and length of call have increased. Whilst we are answering the phones as quickly as possible, please use email (for queries – query@sesbusinesswater.co.uk for meter readings -  meterreadings@sesbusinesswater.co.uk).

 

Other online services

If you haven’t already, now is a good time to sign up for e-billing. Our e-billing service means you can store all documents in one secure location. Instant access and the ability to pay online from any location puts you firmly in control. 

 

Will there be changes to my water supply?

Your water supply is provided by the water company (wholesaler) in your region. We’re keeping in touch with wholesalers to get the latest updates regarding water supply.

At the moment, wholesalers tell us they are:

  • Prioritising emergency supply and water quality.
  • Monitoring the situation closely and have emergency planning in operation.
  • Working to ensure resilience plans are as strong as possible and that every step is taken to minimise risk to everyday operations (this covers areas including personnel, chemicals and supplies and prioritisation of works planned).
  • Acting on the latest information from planning groups, the government and other key agencies, and believe the risk to current operations is low.
  • Increasing the number of operational people to run critical functions at water treatment works and wastewater treatment works.

 

In Conclusion

  1. Watch this page for updates
  2. Keep in touch and let us know whether your sites are open or closed directly due to the Pandemic.
  3. Provide meter reads where safe to do so

Thank you from the team at SES Business Water.  We remain dedicated to serving our customers as well as providing practical advice and best practice during the Pandemic.
Your water account is changing – important information for customers
21/02/2017
Open Water

As an SES Business Water customer, you’ve always benefitted from one combined bill covering your water and waste water services, and one point of contact when you need advice or assistance.

However, this is set to change. England’s water marketplace will open on 1st April 2017, meaning that all water companies will need to apply for retail licences if they are to manage customer accounts. Thames Water - your ‘behind the scenes’ wastewater service provider – has decided that they do not wish to become a retailer next year and has sold your wastewater account to Castle Water. All Thames Water wastewater customers will be migrated over to Castle Water’s billing systems, meaning you will start to receive two separate bills: one from us for your water supply, and one from Castle Water for your wastewater services.

We understand that for many businesses this might not be welcome news, which is why we’d like to help you understand the changes taking place and explain how you can navigate your business towards a better deal on your water services.

On this page, you’ll find information on exactly what is happening, answers to the most frequently asked questions, and advice on what you can do to simplify management of your water account; including how you can make the choice to continue receiving one consolidated bill for all your water services.

Claim your reward! Keep your wastewater account with SES Business Water and receive a credit on your next combined bill after April.
Why business engagement is key in a competitive water market
21/02/2017
Open Water

The countdown to the water market opening has started – in ten weeks’ time, all non-domestic water customers in England will be eligible to switch their water and wastewater supplier.

The new powers will apply to businesses regardless of size or consumption, excluding only those microbusinesses operating from domestic premises and using a domestic supply. But when the time comes, will businesses make the switch?

Encouragingly, a recent Ofwat report has revealed that just over 50% of eligible businesses are eager to take advantage of the competitive water market by switching suppliers. However, Ofwat found that many businesses were in the dark about the changing market, with around two thirds of businesses being unaware that organisations will be able to change supplier from April 2017. Some businesses have also expressed their reservations about the changes, with a number saying that they won’t switch because they think it will be too much hassle with little benefit.

At SES Business Water, we believe that water suppliers have a responsibility to help businesses navigate the new market and make the most of the opportunities it presents. Open water has the potential to deliver significant benefits for businesses and for England’s water infrastructure, both in the short and longer term, but only if businesses get on-board and engage with the changes. In light of Ofwat’s findings, we want to make sure that businesses are fully informed about how they can benefit from switching suppliers.

Switching isn’t just about saving money

Increased competition within the water market will mean that businesses can choose to save money by switching to a cheaper supplier. However, initial discounts aren’t expected to be more than 2-5%, and as enticing as saving money may be, we understand that businesses may have other priorities when it comes to their water account, such as ease of management and peace of mind that you are paying a fair price. That’s why we’ve launched Wholesale Tracker Plus, a product that tracks the annually set wholesale rate (the lowest cost allowed by the Water Act) with a pre-agreed management fee that reflects the level of services required.

Our commitment to five star service

When the new market arrives, water retailers will all have to strive to commit to – and meet – the highest standards. This means re-evaluating what good service means and ensuring that a range of added value benefits are available to suit all types of business. Businesses who spoke to Ofwat about the factors which would influence them to switch cited a UK-based call centre, consolidated billing and the ability to pay bills online as important aspects.

We’re looking forward to the water market opening as we see it as a great opportunity to provide even more businesses with true value for money, and we hope that our fellow suppliers are equally invested in encouraging businesses to make the most of the new market. If you’d like to talk to us about what we can offer your business when the market opens – whether it’s a centralised bill, online payments, water efficiency and leak detection or smart meters – get in touch with us today.
The benefits of an open water market
21/02/2017
Open Water

Bill Clarke, Sales Director at SES Business Water was recently interviewed at leading utilities event, EMEX.

In this short video Bill shares his views on the benefits of an open water market, as well as the knowledge SES have already acquired in Scotland.

To find out what an open market means for businesses in England, watch this short video:
Pick’n’Fix competition winners announced!
20/02/2017
Watertight for Winter

We’re delighted to announce that local football team Sittingbourne FC have scooped the top prize in our Pick’n’Fix competition.

Sittingbourne FC entered the competition in the hope of securing the funds they desperately needed to make some repairs to their clubhouse, with the changing room showers as their top priority. As the competition winners, they won £1,000 to treat the team along with a Watertight for Winter makeover, providing them with some essential repair services from one of our expert engineers.

Our pledge to Sittingbourne FC

We recently visited Sittingbourne FC’s clubhouse to present the team with the prize money and carry out the repairs they had chosen. Our engineer discovered that two of the changing room showers were constantly running and immediately got to work to shut them off, which should reduce the club’s water bill considerably. The showers need extensive repairs that we weren’t able to carry out in a single day, but we have pledged to work with Sittingbourne FC to bring them back to good working order. We’ll provide our time and resources at cost so that their prize money goes as far as possible.

Sittingbourne FC are truly deserving winners, and we were glad to hear that they were really pleased with the prize. Danny Appleton, chairman of Sittingbourne FC, said, “We’ve been fundraising to make some essential improvements to the clubhouse for a while now, so the money will come in really useful. SES Business Water have gone the extra mile – they’ve already carried out fixes in the clubhouse as part of the prize and they will be helping us to do more repairs”.

Helping local businesses to get watertight

Three equally worthy runners up also won Watertight for Winter makeovers for their business premises, which involved our engineers carrying out a number of repairs from replacing taps to fitting a new stopcock. Giuseppe Di Vita, SES Business Water’s MD, was happy to be able to help local businesses. He said, “We know just how important it is to keep on top of those little on-site maintenance jobs and the repairs that the winners and runners up have received should help to ensure their businesses remain watertight for the rest of the winter and beyond”.

The Pick’n’Fix competition has now closed, but our Pick’n’Fix offer runs until the end of February 2017. Take the opportunity to get five essential services from SES Business Water – from fixing a seized stopcock to carrying out a boiler service – for only £50 each by calling us today on 0208 722 7004.
One bill, no fuss: how you can bring benefit to your business this April
26/01/2017
Open Water

The business water market is changing this April. Businesses of all sizes will be affected, so as the new open market approaches, having a better understanding of the large-scale changes that are about to take place could make a real difference to your business, your utilities budget, and the ease with which you manage your water account.

From April 1 st 2017, business customers will have the power to choose their water supplier. Whilst the water reaching you will be the same, the market operating behind it will be much different; with water retailers joining a competitive market, and businesses in the know getting more value from their water. Read more about the new open market here.

In much the same way as the energy market, this will mean you get to choose who you deal with for your water and wastewater services. Most importantly, it will allow you to consolidate all services with one supplier; easing your administrative burden and giving you better control over your water account.

SES Business Water customers

Until now, our business customers have received one bill for both their water and waste water services. Your wastewater services have been physically supplied by Thames Water, with us billing customers on their behalf. Customers have effectively benefitted from the convenience of one bill to pay and one point of contact for advice or assistance.

Very soon, you’ll notice a change. Thames Water have decided that they do not wish to become a retailer in April and have sold their non-household customer base. Your wastewater account has been bought by Castle Water, who have also bought the non-domestic customers of Portsmouth Water. This will mean that you will start to receive two bills: one from us for your water services and one from Thames/Castle Water. Find out more with our FAQs

Keep it simple: Keep one bill

If you’d prefer to keep your wastewater with SES Business Water, we can help you make the change this April.

The new open water market will bring many short and long term positives for businesses, including lower prices and added value packages. One of the primary benefits will be the option to keep all of your water services in one place, and also to consolidate bills for sites in multiple regions if you wish to.

Here at SES Business Water, we’re looking forward to being able to provide our customers with hassle-free, flexible services and one bill for all water services. We hope you’ll decide to move your wastewater back to us when April comes, and are pleased to be able to offer you a thank you for your loyalty.

If you’d like to talk to us about getting your business ready for winter, please get in touch.
The tech that is preventing winter absence
16/01/2017
Watertight for Winter

SES Business Water's MD, Giuseppe Di Vita suggests some ways to prepare for winter...

When preparing your business for winter, there are a number of building-related issues which might arise and it pays to be well prepared for these.

However, problems such as burst pipes and snow on the office roof are only one half of the story. As we head into the colder months, many businesses will overlook the potential impact on their business of staff absence, which can often be higher during the winter due to adverse weather conditions and illness. If your staff can’t come into the office, then they often can’t do their job; this means that during the winter, your operations can be seriously affected. With the right technology, however, your employees don’t have to be in the office to be productive. By giving your staff the tools to keep on working even when they have to remain at home, you can ensure that your business doesn’t suffer over the winter months.

Here are just a few ways you can use tech to stay open for business this winter...

Mobile devices

Providing workers with more mobile computing devices is a good first step. In today’s digital society, you don’t need to be at a desktop computer to get online. Mobile broadband, along with web and mobile apps, mean that your employees can stay connected on laptops, netbooks, tablets and mobiles.

Secure networking

Setting up a Virtual Private Network (VPN) is advisable.  A VPN allows workers to connect to your office-based network wherever they are, so they can access all the local network resources that they would typically only be able to access while on site. Creating a VPN also prevents workers from sending information over a publicly accessible network such as the Internet, instead transferring data over a secure connection – so you can rest assured that any sensitive information sent via VPN is safe from hackers.

It’s important to note that a VPN won’t be the right solution for every business; smaller businesses in particular may find setting up a VPN to be cost-prohibitive. There are plenty of less costly options for sharing documents online; with cloud services such as Dropbox having ideal solutions for all types of business.

Meet up from remote locations

Investment in video conferencing technology could also be highly beneficial when managing employees that are working from home. Rather than missing important meetings, those who are unable to get into the office can simply dial into the meeting online. Having a video feature means that those outside of the office don’t miss a thing. If video conferencing seems like overkill, a simple conference line which you can all dial into, or an online service like Skype might be just the job.

While setting up and supporting mobile working technology may require some initial investment, there are options available to suit all budgets. Being prepared for winter will provide the valuable peace of mind that when the weather stops your staff from getting to the office, it won't stop them from being productive at home.

For other ways to ensure your business is watertight this winter click here.
Three simple changes to save your business money this winter
16/01/2017
Watertight for Winter

Gone are the days of simply accepting large utility bills as a necessary part of running a business. Energy bills make up around 20% of the average office building running costs and in the majority of cases those bills are rising faster than inflation; meaning that businesses now have a sharper focus on achieving energy efficiency and better managing energy budgets*.

However, whilst many companies will already be working towards reducing and controlling their gas and power costs, many may not have yet maximised on the opportunities available for better management of their water bills. Here we take a look at a few of the things your business could be doing to better manage both your energy and your water bills this winter:

1. Optimise your boiler performance

Your boiler is where your energy and water use meets, and an efficiently running boiler will help you manage your energy bills whilst it simultaneously protects your hot water supply this winter. As the temperature goes down, your business’ dependency on your boiler goes up. Without it you can’t keep your buildings at the minimum working temperature of 16 degrees Celsius or run hot water, meaning a problem with your boiler could force you to ‘shut up shop’ until issues can be resolved. You’ll not only lose revenue, but also incur the costs of getting your boiler fixed. It’s for these reasons that regular boiler services should be at the top of your winter priority list.

2. Change the way you pay

Spreading the costs of your water bills over the months of the year could help with cash flow and prevent you from having to pay a large quarterly bill at the end of the winter. When you run a business, whether large or small, you have so many things to think about; setting up a direct debit for secure monthly payments of your water bill as you probably already do for your energy bills, could mean one less thing to worry about this winter.

3. Fix those small issues

For those businesses who have a metered water supply, there may be changes you can make to cut down your consumption. This may mean small fixes to taps and sinks or even shorter flush settings on toilets. Alternatively, this may mean a more detailed check for hidden leaks and a wider water efficiency audit of your business. It could all add up to a significant reduction on your water bill.

If you’d like more information about the ways in which SES can help you to better manage your water bills this winter, please get in touch.

*facts from Harvard Business Review 2015