Water Meter Reading and Associated Services

1.1. The Company requires the Supplier to undertaken meter reading for the Company's customers with the aim of minimising estimated readings.

1.2. The Company's objectives of providing an effective meter reading service are:

1.2.1. To provide accurate billing data to the Company's customers

1.2.2. To aid the Company in the reduction of complaints and customer contact

1.2.3. To improve customer perception

1.2.4. To increase receipt of positive customer feedback

1.2.5. To improve the Company's Customer Satisfaction score (CSAT) as further described in Appendix 3

1.3. The Services include:

1.3.1. The reading of AMR meters; manual meters external to the Company's customer and manual meters in the Company customer's premises;

1.3.2. ensuring that meters are read accurately and are checked for accuracy prior to the reads being returned to the Company;

1.3.3. the process of check reading meters previously read by the Supplier's own workforce;

1.3.4. Half yearly meter for household (HH) and non-housefold (NHH) in the Company's Central region, including AMR and manual meters;

1.3.5. Ad-hoc meter readings;

1.3.6. Compliance with or betterment of the Company's redetermined meter reading schedule and billing schedule;

1.3.7. Additional half yearly reads on AMR meter only for the Company's Per Capital Consumption (PCC) trial;

[Optional services - to be determined after tender stage of the tender process.]

1.3.8. Monthly meter reads for HH and NHH meters in the Company's Central region, including AMR and manual meters;

1.3.9. A mixture of monthly and half yearly reading schedules for the Company's South East and East regions for HH and NHH;

1.3.10. Quarterly reading of those meters installed under the Company's Universal Metering Programme, which are 100% AMR meters in the Company's Central region.