Section 20 Water Hygiene Services

Section 20 of the Landlord and Tenant Act 1985 (as amended) requires a landlord (Clarion Housing) to consult tenants and leaseholders who pay variable service charges before entering into a long-term agreement where:

• The agreement will be longer than 12 months, and
• any single tenant/leaseholder would be liable to pay more than £100 (including VAT) within a year

This notice has been sent to all variable service charge payers who have communal areas or land associated with their properties who pay, or could pay, towards the cost of Water Hygiene as part of their service charge.

The term of the contract will be for 5+5 (10) years. This will include review periods/break clauses as in line with the contract. During this time, we may end the contract or clarify costs and service delivery.

Long-term agreements allow us to work with contractors over a longer period of time to maximise efficiencies and achieve greater value for our customers. The length of the contracts will ensure that we are able to provide consistent delivery standards. Any existing contracts in place we have will be coming to an end very soon.

You will continue to be billed your service charge on the basis of an estimated cost which is then actualised at the end of the financial year. This notice has been sent to you to notify you that we plan to enter into a new contract for Water Hygiene It is not to notify you of an increase in cost.

You have the right to make observations on the intention made. In order to do so, you should send your comments and observations in writing to:

Home Ownership Team
Clarion Housing Group
Reed House,
Peachman Way,
Norwich,
NR7 0WF

Email: s20.observations@myclarionhousing.com

Or you can complete the webform available on this page.

If you wish to make formal observations they must be in writing and received before Monday 21 December 2026.

If you would like to discuss this notice via the telephone, please contact customer services on 0300 500 8000 and ask to speak to the Home Ownership team. Please note any verbal communication cannot be deemed to be an observation which should be considered.

We propose to enter into long-term agreement for a contractor to undertake the following types of works as, when and if necessary to your property:

The works include (but are not limited to):

Remedials:

• Legionella/water hygiene remedial works as guided by the recommendations within the current risk assessment/risk assessment review
• Cold water tank replacements/refurbishments
• Converting a gravity supply system to mains supply
• Weekly flushing of infrequently used outlets
• Monthly temperature monitoring
• Monthly checks on known water treatment systems
• Quarterly de-scale and disinfections of any shower/spray
• Annual checks/service on communal thermostatic mixer valves (TMVs)
• Investigate water quality complaints
• Rectify water quality complaints
• Investigate lack of gravity water supply pressure
• Rectify lack of gravity water supply pressure
• Cold water tank clean and disinfection
• Hot and cold water down service disinfections.

Surveys:

• Communal Legionella/Water Hygiene Management - Legionella Risk assessments
• Property Legionella/Water Hygiene Management - Legionella Risk assessments, up to five percent will be randomly selected from each property
• Legionella/Water Hygiene Management - Legionella Risk Assessment Reviews.

Sampling:

• Water Hygiene Sampling
• Water Hygiene Sample Analysis.

Critical Works:

• Emergency Hot/Cold water system disinfections
• Emergency Hot/Cold down service disinfections
• Reassurance Water Quality Sampling.