Our Code of Practice
Our Code of Practice sets out information about our services and our promises to you. It provides help and advice with queries, problems and complaints and is reviewed every three years. The content is approved by Ofwat.
The topic based leaflets are available here to download as PDF's. You can also request a copy of the pack, or the individual leaflets by phoning us on 0845 1 24 24 24.
Water supply services
Discover how we supply and treat water, where it comes from, responsibilities, flow and pressure, how good it is, lead pipes, how to use less, what to do if you have a problem with your supply, getting a new supply, raising a concern, interruptions and when we might need access to your home.
Download Keeping your water on tap leaflet
(290kb)
Sewerage and waste water 
Find out about the sewerage system, different types of drainage pipes, how to deal with sewer flooding, connecting to a sewer, provision of new sewers, how we treat waste water and how it's monitored and what happens to sludge.
Download Where your water goes leaflet
(282kb)
Tell us what you think 
Learn about how you can make a complaint or pass on a compliment, your rights, claiming compensation and where to go for an independent review.
Download Tell us what you think leaflet
(271kb)
Providing some extra help 
Find out about our Helping Hands services for customers with sight or hearing difficulties, a disability or serious injury and the elderly. Services include providing bills and other information in alternative formats, our password protection scheme, high water use and extra help with water and sewerage services and water meters.
Download Providing some extra help leaflet
(288kb)
Customer charter 
Our charter sets out our commitment to meeting standards, how much you'll be refunded if we don't meet them, how to claim a payment and how you can complain. Standards are set out for written complaints, appointments, water quality, and interruptions to supply, sewer flooding, leaks, new supplies, meters, inconvenience and water shortages.
Download Our promises to you leaflet
(304kb)
Pipework responsibility 
Discover what our responsibilities are for water and waste water pipework to and from your home, as well as your own responsibilities. Includes easy to follow diagrams.
Download Whose pipe is it leaflet
(412kb)
Water meters 
Considering a water meter? This leaflet answers many of the questions you're likely to have such as responsibilities, cost, how it works and is read, how much water you're likely to use, how bills are calculated and how we may be able to help if you're having trouble paying your bill.
Download Could a meter help you leaflet
(339kb)
C
harges, bills and payments
Find out how our charges are set, what they comprise of and where you can find our current charges. You can discover different payment options and frequencies, why some customers have a meter and how charges vary depending on this. How often we send a bill and who is legally responsible for paying is also covered along with what you need to do when you move home.
Download What we charge and why leaflet
(294kb)
Leakage from customers supplies 
Read about responsibilities for leaks on your water supply pipe, how customers with a meter can check if they have a leak and when a refund will be considered due to a leak.
Download If there is a leak leaflet
(317kb)
If you're having difficulty paying your bill 
Find out how we can help if you're having payment difficulties, what happens if you don't pay your bill, your responsibilities as a tenant and how you can query your bill.
Download If you're in deep water leaflet
(286kb)
