WELCOME TO CLEAR BUSINESS. Simplifying business services.
WHAT TO EXPECT. We want you to make the most of your new Clear Business water services. This brochure is your straightforward guide to who we are, what you get and how we can help your business. The bottom line is, you’ve made the right choice.
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Same water, different price
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What’s great about Clear Business?
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What will I get as a Clear Business customer?
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Emergency information
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What happens next?
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Frequently asked questions
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Customer Zone
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Water saving tips
You can find out more by visiting our website at clearbusiness.co.uk And if you have a specific question, just call our friendly UK-based customer service team on 01698 534 330 or email us at service@clearbusiness.co.uk
2 © Clear Business, August 2016. V1.
SAME WATER, DIFFERENT PRICE.
Clear Business Water
Scottish Water
Back in 2008, Scotland became the first European country to give non-domestic property owners the choice of who supplies their water and waste services. The idea behind this was that by opening the market up to competition, the industry would see improved efficiency and lower prices for customers.
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How it works Well, the water network continues to be owned and maintained by Scottish Water, which acts as a wholesaler in the market, selling water and waste services to business water suppliers. Through our vast experience and expertise, Clear Business customers not only benefit from cheaper bills, they can also rely on our great customer service.
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WHAT’S GREAT ABOUT CLEAR BUSINESS? Tech support We provide this at no extra cost. And there are no expensive 0870, 0844 or 0845 numbers.
Nationally recognised We’re regularly assessed and awarded recognised accreditations.
Service you can trust Switching is simple and hassle free. We’ll take care of everything.
Personal customer service Manage your own account in your Customer Zone or benefit from our UKbased customer service call centres.
Our operations division has gained the following accreditations:
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WHAT WILL I GET AS A CLEAR BUSINESS CUSTOMER? Well, along with a fantastic service and price, your water and waste services will be provided by the largest independent water supplier in Scotland.* There will be no change to the infrastructure or water you use, just the bill you get each month.
Guaranteed savings
Price promise‡
We strive to provide you with the lowest price possible and offer guaranteed savings† on your water and waste services.
If you receive a better offer from another supplier, we’ll match that offer or allow you to cancel the contract without additional charge.
A fantastic service
Easy to switch
When you call us, you won’t be directed to international call centres, you’ll talk to a friendly and knowledgeable customer service professional based in the UK.
Switching your business water to Clear Business Water couldn’t be easier. We’ll do all of the work arranging the switch so you can put your feet up and enjoy the savings.
*Clear Business are supplied by Clear Business Water Ltd, a licensed provider of water and waste (sewerage) services in Scotland; both owned by Verastar Ltd. † Compared to Business Stream Standard Rates 01/04/2016. ‡ Competitor’s offer must be for the same products and services and provided to us in writing or via email within 28 days of the contract date with Clear Business Water.
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WHAT HAPPENS NEXT? We want to get your services transferred swiftly so you can start saving money as soon as possible. Here’s what you can expect to happen:
Order received We receive your agreement and begin the process to transfer your water services.
Confirmation letter You will receive a letter to confirm we have received your service agreement.
Verification call We will call you to confirm the details of your service agreement.
Meter reading If you have a metered water supply we will arrange for one of our meter readers to come and read your meter.
Transfer complete! Your services transfer successfully and you start saving money! We will confirm this date in writing.
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EMERGENCY INFORMATION. If you experience a sewerage leak or no water, in the first instance call us on 01698 534 330 Monday to Friday between 9am and 6pm. Outside of these hours, Scottish Water run a 24 hour helpline (0345 601 8855) and they’ll be able to advise you.
How to carry out a leak test If you have a water meter fitted outside your premises, follow the steps below to check for a leak:
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Locate your external meter – it is usually fitted to the outside stop valve located either in your pathway or roadway.
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Stop using water in the property – remember to turn off all water-using appliances, such as your taps, cisterns and any other water consuming devices you have.
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Turn off the inside stop valve – this can usually be found under a sink or toilet area or where the main feed enters the building.
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Take a meter reading, including the digits in the red dials. If the dial is still recording water use, please double check that everything is switched off and there are no toilet cisterns filling up.
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Leave the stop valve shut and read the meter half an hour later. If the reading has changed, you may have a leak. At this point it would be best to call a private plumber to investigate the issue further for you. They will be able to either fix the issue or provide further Scottish Water information on the cause. emergency helpline 0345 601 8855
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FREQUENTLY ASKED QUESTIONS The switchover What do you need from me to switch? • We require your Supply Point IDs (SPID) from your current provider’s bill, there are usually two on your bill, one for your water supply and another for your waste water. There may be more. We need all of your SPIDs to switch everything otherwise you may continue to get a bill from your previous provider. The transfer takes place between 14 – 28 working days. Will I need to do anything if I agree to go ahead? • No, we’ll notify your current provider and manage the transfer. If there are any problems with the transfer order we’ll contact you. I think I may be in contract • In our experience, many customers are out of contract if you are still supplied by Business Stream. If you are under contract with your current supplier they may prevent the transfer, we will inform you if this happens. How will I know I have changed supplier and when will this be? • We’ll arrange the transfer with your current supplier and will keep you informed throughout the process through our Customer Service team, confirming in writing the expected transfer date. If there is a problem we’ll let you know what we need to do next, otherwise we’ll write to you once your services have transferred. If I leave my current provider will you pay the termination fee? • No. Clear Business does not pay other supplier’s termination fees. • All termination fees invoiced to a customer by the previous provider must be limited to the discounts that the customer benefitted from whilst it was in contract with that supplier. If the customer received no discounts there should be no termination fee. If I have an outstanding balance/final balance/final invoice with my current provider will you pay it? • No, Clear Business will not pay the outstanding balance with your current provider. You cannot transfer a payment plan over and you must continue to pay any monies owed to the previous provider even after you transfer to Clear Business. • You must pay off this balance if it is over 90 days old, otherwise you will not be able to transfer to us. Can you guarantee that I will save money? • Customer satisfaction is paramount to us here at Clear Business. We believe that our prices are the lowest around, however, if you receive a better offer from another supplier within 28 days of your contract start date, we will either match the price offered or allow you to cancel your contract with Clear Business, without charge. You’ll just need to pay for the services
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provided during your time with us. It’s our Price promise to you. We can’t say fairer than that now can we? My landlord is responsible/I’m in a serviced office • Even if you don’t pay for water or waste water you may still be paying directly for property and roads drainage. Do you receive any bills from Business Stream? • If you have your landlord’s details we can speak to them directly. I live in the Highlands/Islands, why can my service not switch yet? • Clear Business can provide service to the Islands but we cannot switch your services over to us during the winter months. • Because we are legally obliged to obtain a meter read when your services first switch over. We may not be able to do this due to the difficulty in gaining access to the Islands during the winter because of limited or disrupted transportation. Therefore as we can only guarantee access to read your meter between the months of April to October, we only switch you during those months so your bills are as accurate as possible. Can you reconnect my supply if it was disconnected by my previous supplier? • No, if you have been disconnected by your current supplier for outstanding debt you are not able to transfer your services over to Clear Business or any other supplier. • You must arrange reconnection with your current provider once the outstanding balance has been paid. • If you are disputing the disconnection, you will need to send proof of payment to your current supplier, explaining there is no outstanding balance.
Invoicing and payment I thought water charges were included in my business rates? • Non-domestic customers in Scotland receive separate bills for their water and sewerage supplies (domestic customers continue to pay through their Council Tax bill). • This offers businesses the opportunity to contact a supplier and save money on the water and sewerage services received. Do I need to pay in advance to get these rates? • No, our bills will be sent out monthly for charges relating to the previous month. How will I get my bill? • You will receive a monthly bill from Clear Business and payment will be collected by Direct Debit no less than 7 days after the bill is sent to you, typically on or around the 24th of the month. Direct Debit collection dates cannot be amended. Can I access my billing online? • Yes, you are able to view your bills online via ‘My Account’ on www.Clear Business.co.uk/ customerzone. We recommend email billing which is simple and free to set up. How is my monthly Direct Debit calculated? • Your meter is read when you transfer your services over to Clear Business, and every six months thereafter. We use these readings to calculate your estimated monthly invoices and then will reconcile the invoices when a meter read is received. We would also encourage you to take your own meter readings on a monthly basis, if it is safe for you to do so, and send them to us by the last day of the month. By doing this, you will receive accurate monthly invoices, which are based on your actual usage.
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Frequently asked questions continued How do I get charged for my water? • There are typically 6 different parts to your water bill; the great news is that we guarantee* to save you money compared to Business Stream’s standard rates published on 1 April 2016, on each of these parts. The different charges are: • Fixed water charge – dependent on the size of your water supply and meter type • The amount of water you use OR if you’re unmetered the rateable value of your premises • Waste water fixed charge – dependent on the size of your water supply and meter type • The amount of waste water you use (typically assumed, 95% of the water you use becomes waste water) OR if you’re unmetered the rateable value of your premises • Property drainage – based on the rateable value of your premises • Roads drainage - based on the rateable value of your premises Will I be charged for Trade Effluent? • Trade Effluent is any liquid waste (effluent), other than surface water and domestic sewage that is discharged from premises being used for a business, trade or industry. Trade effluent can come from both large and small premises, including businesses such as car washes and launderettes. This is normally a charge associated with businesses such as builder’s yards whose waste water will contain chemicals or residue such as calcium from stone. • You must apply to Scottish Water for consent to dispose of Trade Effluent and they will advise you of the nature and quantity that you’re legally allowed to discharge. If the nature of a business changes and you begin disposing of Trade Effluent, you must let Scottish Water know. • It is a legal requirement to comply with Trade Effluent laws and failing to do so can incur fines. It’s your legal responsibility to manage Trade Effluent within these set limits. • Scottish Water will continue to carry out all testing charges and regulation of your Trade Effluent. Scottish Water will invoice us directly, so the customer only has to deal with the one bill. Will I be charged for water used in Troughs and Drinking bowls? Field troughs and drinking bowls are generally used in farming to provide water to livestock Yes. Fixed charges apply per trough or drinking bowl regardless of the field being in grass or crop. You will need to pay a yearly fixed charge. Fixed charge per year: • Farm: £138.54 • Crofts (a small rented farm particularly found in North Scotland) & Registered Small Holdings: £90.30 Will I be charged for my outside tap? • Yes. The charge applies to all outside taps which are not supplied through a water meter and is not based on rateable value. It is a yearly fixed charge. Fixed charge per year: • Farm: £138.54 • Crofts (a small rented farm particularly found in North Scotland) & Registered
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Meters What is a SPID number? • Supply Point Identification Number is the reference used to identify which services your premises receives. Your property may have by multiple supply points (if you are connected to the mains at several different points due to the design of the property) or it may only have a water or sewerage connection if you have a private set up on site for either. Drainage is normally included on a sewerage SPID. I don’t have a metered supply, can I have one? • Once you move over to us we can apply to Scottish Water to get a meter installed, however, this is subject to survey and not everyone can have a meter it will depend on what the pipework at your property is like. Who reads my meter now and who will read it in the future? • Your current supplier reads your meter, this is probably Business Stream. We will obtain an opening read when you switch over. This will be your final read with your current supplier. • Your meter will be read twice a year and you are welcome to provide us with your own meter readings as regularly as you like ideally by the end of the month to make your bills the most accurate. Who will look after my meter and pipes? / Do I have to change my meter? • The arrangements for this will not change, you will continue to use the same meter. Any services to your meter, other than meter readings, will continue to be carried out by Scottish Water. • Scottish Water will be responsible for the pipes up to the boundary of your property; you will be responsible for pipes on your property and grounds. Emergency services will be provided in exactly the same way as they are currently.
Maintenance Can you empty my septic tank? No. Clear Business do not empty septic tanks themselves, it is done by Scottish Water. Customers should visit Scottish Water’s website regarding septic tank services. What do I do in an emergency? • We oblige customers to report any emergency to Scottish Water on 0800 077 8778, and then to us on 0161 465 6655.
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CUSTOMER ZONE. When you join Clear Business, you get automatic access to the Clear Business Customer Zone. It’s our helpful online portal that puts you in control:
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VIEW
READ
EDIT
LOG IN
See the last 12 months of bills and download printable versions
We’ll regularly read your meter but you can also submit readings online
View your supply details and update your contact information
Log in securely, activate e-billing and view your latest bill
WATER SAVING TIPS. 1
Check your meter(s) when you close and open your premises. Variance in the two figures could suggest a leak.
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Use simple water efficiency devices in bathrooms and kitchens, such as save-a-flush and automatic taps.
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Turn off auto flushing on urinals over night.
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Wait until the dishwasher is fully loaded to wash plates and cutlery and experiment with ‘eco’ settings.
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Educate your employees on the importance of water efficiency such as not leaving taps running. You could even set targets.
Head office Longley House, Longley Lane, Manchester, M22 4SY T 01698 534 330 W clearbusiness.co.uk