Southern Water Services Limited – CIRMS Database

Water Industry Act 1991 (as amended) (“the Act”): Section 19(1)(b)

Reference: SRN-2023-00002

Acceptance Notice:

The Drinking Water Inspectorate, on behalf of the Secretary of State for Environment, Food, and Rural Affairs:

1. Is satisfied that Southern Water Services Ltd “the Company” in supplying water from the water treatment works listed in Annex A, may be at risk of failing to capture and record consumer water quality contact data. This means that the Company is likely to contravene its duty in respect of providing accurate and complete information which meets the Regulations under Section 202 of the Water Industry Act 1991 and meets the requirement set in regulation 34(1)(h) of the Water Supply (Water Quality) Regulations 2016 (as amended) (“the Regulations”).
2. Notes that the Company has on 18 August 2023 given a new undertaking under Section 19 (1) (b) of the Act, to take the following steps by the dates shown.

Steps to be taken:

1. Perform manual quality assurance checks to ensure that where the CSMS (Customer Service Management System) database allows, data entered in the CSMS database complies with the regulatory requirements.  
   Date: Ongoing until the revocation of this undertaking
2. Ensure that water quality consumer contacts are responded to in accordance with the procedures detailed in the Water Quality Monitoring System Manual (WQM).
   Date: Ongoing until the revocation of this undertaking
3. Complete design of new CIRMS Version 1.
   Date: 31 July 2023
4. Complete build and technical testing of new CIRMS Version 1.  
   Date: 31 December 2023
5. Deliver and sign off training for all relevant staff on new CIRMS Version 1 and associated processes.  
   Date: 30 April 2024
6. Complete final delivery of CIRMS Version 1. 
   Date: 30 June 2024
7. Complete the Annual Customer Data Return for 2024. 
   Date: 31 January 2025
8. The company shall define a strategy for auditing the effectiveness of the measures made operational above. 
   Date: 31 August 2023

Reporting:

1. At regular intervals provide DWI with reports on progress made with carrying out the steps set out in the Undertaking.
   Date: Annually for the duration of the undertaking. Reporting periods are January – December. Reports to be submitted by 31 January each year.
2. Provide a report to the Inspectorate evidencing the design of new CIRMS Version 1.
   Date: 31 August 2023
3. Provide the Audit Strategy for auditing the effectiveness of the measures.
   Date: 30 September 2023
4. Provide a report to the Inspectorate evidencing build and technical testing of new CIRMS Version 1.
   Date: 31 January 2024
5. Provide a report to the Inspectorate on the sign off training for all relevant staff on new CIRMS Version 1 and associated processes.
   Date: 31 May 2024
6. Provide a report to the Inspectorate on the final delivery of CIRMS Version 1.
   Date: 31 July 2024
7. Provide a final report to the Inspectorate on the completion of the scheme and demonstrating the benefit of the actions taken above via the annual customer contact return.
   Date: 28 February 2025

Further Details of this Acceptance Notice:

3. The Secretary of State satisfied that Southern Water Ltd has given and is complying with an undertaking to take all such steps as appear to the Secretary of State for the time being to be appropriate to secure or facilitate compliance with the requirement of regulation 34(1)(h) of the Water Supply (Water Quality) Regulations 2016 (as amended).

Authorised by the Secretary of State to sign in that behalf

Nicholas Adjei
Deputy Chief Inspector, Drinking Water Inspectorate
21 August 2023
Reference: SRN-2023-00002 V1