Leaky Loos

Northumbrian Water has a requirement for the repair of leaking toilets for our customers in all our operating areas. This covers the Northeast of England - from Berwick to the borders of North Yorkshire and from the East Coast across the Pennines to the Cumbrian border, covering Weardale, Teesdale and Kielder. A leaky loo is defined as when water is leaking from the cistern to the pan, and any inlet valves. The supplier will cover the geographical area of Northumbrian Water's Northern operating area. Leaky loos will be identified on an ongoing basis throughout the year, however NWL cannot guarantee the actual volumes or that there will be a consistent stream of work as the requirement is driven by customer demand. NWL are aiming to repair approx. 3200 toilets across our whole supply area, broken into 2,050 in the Northern Operating area per year but NWL cannot guarantee this. NWL will provide contact details of customers who have reported a leaky loo. The supplier will contact the customer to arrange timed appointments (8am1pm or 12-6pm) to repair the leaky loo. The supplier will be responsible for keeping to the times and if any unplanned or not pre-agreed changes occur (e.g., late or early arrival), a compensation payment will be given to the customer. This payment of £30 would be the responsibility of the supplier. The supplier will carry out the repair to an expected standard and if necessary, explain what has been done to the customer. All communications with customers (e.g., phone calls, emails, letters), visits to properties and works undertaken will be recorded and reported to NWL within 24 hours. The supplier will be responsible for purchasing and using good quality plumbing materials. The supplier will take a meter reading from the property (if it is a metered property) at the time of visit. The supplier will be given direct access into NWL customer billing system. We will require you to input all customer contacts and appointments made and fulfilled, timings of these and what occurred. Please ensure the cost for this resource is included in your proposal

Northumbrian Water has a requirement for the repair of leaking toilets for our customers in all our operating areas. This covers our Essex operating area. A leaky loo is defined as when water is leaking from the cistern to the pan, and any inlet valves. The supplier will cover the geographical area of the Essex operating area. Please see documents attached in section 1.5.1. Leaky loos will be identified on an ongoing basis throughout the year, however NWL cannot guarantee the actual volumes or that there will be a consistent stream of work as the requirement is driven by customer demand. NWL are aiming to repair approx. 3200 toilets across our whole supply area, broken into 958 in Essex per year but NWL cannot guarantee this. NWL will provide contact details of customers who have reported a leaky loo. The supplier will contact the customer to arrange timed appointments (8am1pm or 12-6pm) to repair the leaky loo. The supplier will be responsible for keeping to the times and if any unplanned or not pre-agreed changes occur (e.g., late or early arrival), a compensation payment will be given to the customer. This payment of £30 would be the responsibility of the supplier. The supplier will carry out the repair to an expected standard and if necessary, explain what has been done to the customer. All communications with customers (e.g., phone calls, emails, letters), visits to properties and works undertaken will be recorded and reported to NWL within 24 hours. The supplier will be responsible for purchasing and using good quality plumbing materials. The supplier will take a meter reading from the property (if it is a metered property) at the time of visit. The supplier will be given direct access into NWL customer billing system. We will require you to input all customer contacts and appointments made and fulfilled, timings of these and what occurred. Please ensure the cost for this resource is included in your proposal.

Northumbrian Water has a requirement for the repair of leaking toilets for our customers in all our operating areas. This covers the Suffolk operating area A leaky loo is defined as when water is leaking from the cistern to the pan, and any inlet valves. Leaky loos will be identified on an ongoing basis throughout the year, however NWL cannot guarantee the actual volumes or that there will be a consistent stream of work as the requirement is driven by customer demand. NWL are aiming to repair approx. 3200 toilets across our whole supply area, broken into 192 in Suffolk per year but NWL cannot guarantee this. NWL will provide contact details of customers who have reported a leaky loo. The supplier will contact the customer to arrange timed appointments (8am1pm or 12-6pm) to repair the leaky loo. The supplier will be responsible for keeping to the times and if any unplanned or not pre-agreed changes occur (e.g., late or early arrival), a compensation payment will be given to the customer. This payment of £30 would be the responsibility of the supplier. The supplier will carry out the repair to an expected standard and if necessary, explain what has been done to the customer. All communications with customers (e.g., phone calls, emails, letters), visits to properties and works undertaken will be recorded and reported to NWL within 24 hours. The supplier will be responsible for purchasing and using good quality plumbing materials. The supplier will take a meter reading from the property (if it is a metered property) at the time of visit. The supplier will be given direct access into NWL customer billing system. We will require you to input all customer contacts and appointments made and fulfilled, timings of these and what occurred. Please ensure the cost for this resource is included in your proposal.

• Northern Operating Area
• Reference: 021045-2025-nw2704-1

• Essex Operating Area
• Reference: 021045-2025-nw2704-2

• Suffolk Operating Area
• Reference: 021045-2025-nw2704-3