This paper sets out the standards of service customers can expect from NSA members. It is aimed at those customers with no technical knowledge of our industry, including the owners of commercial, industrial and domestic properties, so that they can be clear on the performance and service they can expect. Work will generally be carried out to the guidelines set, where appropriate, in the particular industry Model Contract Document. The Association monitors performance to ensure that the high standards set are maintained and it expects the standards to be met by all members. Failure to meet them could lead to disciplinary action being taken against the member.
a. Except in the case of emergency work, the Company will provide a written statement of the work to be undertaken. This will usually form part of the quotation including the basis of charge for the work.
b. The Company will provide all necessary labour, materials and equipment to complete the work ordered.
c. The Company will arrive on site to start work within 2 hours of an appointment, in a vehicle clearly marked with the Company’s name.
d. All staff and labour employed by the Company will carry proof of identity, which will include a photograph and telephone number for verification.
e. Before starting work the Companywill make contact with the customer and will keep him/her informed of progress during the course of the work. The Company will also advise the customer when they leave site.
f. Unless otherwise agreed, the normal working hours will be Monday to Friday between 8.00 am and 6.00 pm.
g. Work will be carried out in accordance with the Company’s Health and Safety Policy, which will satisfy national Health and Safety requirements. Copies of the Company’s Health and Safety Policy will be available for inspection at their offices.
h. The Company will use staff and operatives competent in the work involved. Any operatives under training will be adequately supervised to ensure that proper standards of work are maintained.
i. On completion of the job the site will be left clean and tidy.
j. In certain cases recommendations on remedial actions may be made. It is the customer’s prerogative to seek independent advice on these recommendations.
2. Specialist services
A. CCTV Surveys
a. Where sewers are being surveyed, the Company will use trained skilled operatives who have successfully completed courses in Confined Space Entry, the use of breathing apparatus, signing, lighting and coning in accordance with the New Road and Street Works Act and have passed the post course examination in Sewer Condition Classification. The training will have been carried out to Water Industry Training Standards and certificates will be available for inspection at the Company’s office. Photocopies of operatives’ certificates of training, accompanied by a photograph of the relevant operative, will be carried on the survey vehicle.
b. Where drains are being surveyed, the Company will use operatives trained in the safe use of the equipment and site working procedures. The operative should have an understanding of sewer condition classification and be working towards achieving the appropriate certificate.
c. All equipment will be safe for working in sewers and drains. The survey cameras will be manual feed, self-propelled or winched and will have in-built distance recording.
d. Once on site, unless otherwise agreed, the Company will complete the job except where work has to be abandoned. Abandonment may be considered in the following circumstances:
- Risk to the operation due to unsafe conditions, for example,
- sewer, drain or manhole collapse etc.
- Inability to survey due to flooding, blockage, etc.
In these cases the Company will inform the customer of the action proposed.
e. A full report on the findings of the survey, including video recordings and still photographs, where appropriate, will be provided to the customer. For work carried out in sewers and where the duration of cctv inspection exceeds a working shift, the report and site documentation will be in accordance with the UK Water Industry Manual for Sewer Condition Classification including computer data output. For jobs less than 50 metres the report will generally follow the Manual where appropriate but be in textual form only.
The report will be delivered to the customer by Recorded Delivery Post or similar within 14 days of completion of the job. The Company will retain a copy of the reportfor a period of 12 months.
f. Charges for small domestic jobs are generally on a daily, half-daily or hourly all-inclusive rate. Larger jobs may be undertaken on a £ per metre basis, on terms similar to the UK Water Industry Model Contracts.
B. Sewer Flow Surveys
a. The company will provide sufficient suitable flow survey monitors and a secure means of fixing the flow monitoring equipment in place, together with an adequate number of rain gauges for the survey.
b. Equipment will be re-calibrated and tested prior to the commencement of each survey and checked for reliability and consistency at each data retrieval visit.
c. Staff will be fully trained in the installation of equipment and experienced in data retrieval and interpretation of results. They will have successfully completed courses in confined space entry, the use of breathing apparatus and signing, lighting and coning in accordance with the New Road and Street Works Act, as appropriate. Certificates will be available for inspection at the Company’s office.
d. Data retrieval will take place at regular, agreed, intervals and a full report on the findings will be provided to the customer within four weeks of completion or as specified.
e. Work will generally be undertaken in accordance with the Model Contract Document for Short Term Flow Surveys unless otherwise specified.
f. It should be noted that in certain circumstances consistently low flows may give suspect readings.
g. Charges are generally on a rate per monitor per week on terms similar to the UK Water Industry Model Contract Documents.
C. Jetting of drains and sewers.
a. The Company will provide suitable water jetting equipment for the task of clearing or unblocking of sewers and drains and limit the water pressures and flow rates used to ensure no damage is caused to the pipe work.
b. The Company will use trained skilled operatives who have successfully completed courses in the use of high pressure water jetting equipment, Confined Space Entry, the use of breathing apparatus and signing, lighting and coning in accordance with the New Road and Street Works Act, as appropriate. They will also be aware of the WRc paper on Damage to Sewers by High Pressure Water Jetting. The training will have been carried out to Water Industry Training Standards and certificates will be available for inspection at the Company’s office accompanied by a photograph of the relevant operative.
c. All equipment will be safe and serviced to carry out the works and the jet heads used for the appropriate service to be in a good condition.
d. Once on site, unless otherwise agreed, the Company will complete the job except where work has to be abandoned. Abandonment may be considered in the following circumstances:
- Risk to personnel, public or the environment from flooding/contamination
- Unable to clear the blockage within the parameters for either safe working or avoidance of damage to the pipework
- Collapse of manhole, drain or sewer.
- In these cases the Company will inform the customer of the action proposed.
e. A report on the result of jetting and any works recommended will be provided to the customer. It is the customer’s prerogative to seek independent advice on theserecommendations.
f. Charges for small domestic jobs are generally on a daily, half-daily or hourly all-inclusive rate. Larger jobs may be undertaken on a £ per metre basis, on terms similar to the UK Water Industry Model Contracts.
Please note:
The Model Contract Documents referenced within the Standards are issued by WRc (listed at back of Directory). The OS19, OS20 and OS21 certificates for Sewer Condition Classification and the OS22 certificate for Private Drainage Maintenance are issued to successful candidates by Develop (previously by WTi).
3. Complaints
In the first instance you should write to the Company concerned if you are not satisfied with the service you have received. If you are unable to resolve the matter to your satisfaction you can write to:
The Chairman
National Sewerage Association
42 Manor Drive North
New Malden
Surrey
KT3 5NY