Veolia Water Projects - BAA Utilities Billing | Contact Process

Services Provided

Veolia supply the following core services under the contract:

Meter Services (supply and fit)
Meter Reading
Energy Management System (Optimal ISX)
Bill Production
Collections and Debt Management
Additional Revenue Identification

New/replacement meters

There is no obligation to source meters and meter fitting services through Veolia but BAA Supply Chain have defined the standard meter types which are to be fitted for utility services:

Electricity meters are specified in the Fees Schedule of the Utilities Income Service Contract.
Water meters are to be Kent (Elster) meters, sourced on the basis of individual site and physical installation requirements including: pipe diameter; estimated flow; and, temperature and quality of supply
Gas meters are to be sourced on the basis of individual site and physical installation requirements.

If you would like to discuss the meter supply and fitting services supplied by Veolia under this contract please call the Service Desk on the number set out in the back of this leaflet.

Notifying us of changes

Any changes in your airport which have a utilities relevance should be communicated to the Veolia Service Desk in sufficient time for them to respond effectively. This is particularly important when change of occupancy or accomodation changes occur which have an effect on billing.

Tenant disputes

Veolia are responsible for managing disputes relating to utilities charges made to your tenants; if a tenant contacts you regarding an issue with their Utility bill you should refer them to the Veolia Service Desk. If you aware of a major dispute that BAA has with a tenant which may impact their willingness to pay utility bills please can you let the Service Desk know?

Adhoc and urgent reads

To support the billing activity Veolia routinely read all utility meters included in their scope. If you require an adhoc or emergency read you can arrange it by contacting the Veolia Service Desk.

Other queries

If you have any problem relating to the service supplied by Veolia please contact the Service Desk in the first instant. If they are unable to satisfactorily resolve your problem it will be escalated to either the Billing or Operations Manager and thence to the Customer Services Director of Veolia Water Projects.

Energy Management System

The meter reading data gathered by the Utilities Billing and Income team is loaded into the Optimal ISX Energy Management System and is made available to named users within BAA. If you need help in using the Energy Management System please contact the Veolia Service Desk or refer to the Frequently Asked Questions page on our website: Frequently Asked Questions If you would like a login please contact the Veolia Service Desk who will put you in touch with the budget holder for your airport.

Customer Portal

The authorised user at each airport is able to track their open cases using the Veolia Contact Point Customer Portal. All calls raised with the helpdesk will appear on the portal: you are able to chase progress and receive answers to queries directly from the webpage.

Veolia Water Projects
Kings Place, 5th Floor, 90 York Way, London, N1 9AG
Registered in England No. 02490118

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