Our promises to you
We’ll respond to any written complaints.
We'll respond to any written complaints within 7 working days. If we fail to do this, we'll automatically pay you £25.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll respond to written contacts about water and waste.
We'll respond to written contacts about water and waste (excluding Developer Services activities and insurance claims) within 10 working days. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll respond to any contacts about accounts, bills and payments.
We’ll respond to any contacts about accounts, bills and payments within 5 working days. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll process your cheque payment that’s sent through the post.
We’ll process your cheque payment that’s sent through the post within 5 working days of receiving it. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll refund payments made to us by mistake or credit balances if you ask.
We’ll refund payments made to us by mistake or credit balances if you ask within 5 working days. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
If we take a Direct Debit payment by mistake, we’ll refund you and reimburse any costs you incur.
We’ll refund payments made to us by mistake or credit balances if you ask within 5 working days. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll respond to Priority Services enquiries and process applications.
We’ll respond to Priority Services enquiries and process applications for these services within 5 working days. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We won’t charge you if the sole occupier is away for at least 6 weeks due to long-term hospitalisation, residential care or if they pass away.
We understand that life isn’t always straightforward, so we won’t charge you if the sole occupier is away for at least 6 weeks due to long-term hospitalisation, residential care or if they pass away.
To get your unmetered charges reduced, you'll need to make a claim within 3 months of the event.
We work hard to minimise the inconvenience caused by our planned or emergency (unplanned) water and waste work.
We’ll consider compensation claims for unnecessary disruption or uninsured loss or damage caused by our work.
We’ll consider compensation claims on an individual basis for unnecessary disruption or uninsured loss or damage caused by our work. To get compensation, you'll need to make a claim within 3 months of the event.
We’ll always give you plenty of notice if our planned work will restrict access to your home.
We’ll always give you plenty of notice if our planned work will restrict access to your home. If we fail to do this, the amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We’ll consider compensation claims if our emergency (unplanned) work restricts access to your home.
We’ll consider compensation claims on an individual basis if our emergency (unplanned) work restricts access to your home and you’re inconvenienced. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We’ll consider compensation claims for any inconvenience caused by a mistake we’ve made with your bill or payment.
We’ll consider compensation claims on an individual basis for any inconvenience caused by a mistake we’ve made with your bill or payment. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We'll pay you compensation if we wrongly register a default against you with a Credit Reference Agency.
If we wrongly register a default against you with a Credit Reference Agency, we'll automatically pay you £150.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We'll pay you compensation if we wrongly issue you a County Court Claim or wrongly obtain a County Court Judgement against you.
Sometimes we can get it wrong – if we wrongly issue you a County Court Claim or wrongly obtain a County Court Judgement against you, we'll automatically pay you £150.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We work around the clock, 7 days a week and will respond to an emergency as quickly as possible. An appointment isn’t usually needed in these circumstances.
If we need to visit your home, we’ll arrange an appointment in the morning, afternoon or a specific 2 hour slot. If needed, we may arrange an evening appointment between 4pm and 8pm.
We’ll let you know if your appointment is morning, afternoon or evening – or within a 2 hour slot.
We’ll let you know if your appointment is morning, afternoon or evening – or within a 2 hour slot. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll attend our agreed appointment on time.
We’ll attend our agreed appointment on time. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll let you know in good time if we need to cancel an agreed appointment.
We’ll let you know if we need to cancel an agreed appointment at least 24 hours before. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 10 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll only ask you to reschedule an agreed appointment once.
We’ll only ask you to reschedule an agreed appointment once. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
You can claim compensation if we’re responsible for dirty water causing damage to your washing or appliances.
If we’re responsible for dirty water causing damage to your washing or appliances, we can reduce your water charges by 10% (up to a maximum of 30% per year). To get this reduction, you'll need to make a claim within 3 months of the event.
We’ll consider compensation claims for losses or damage that your own insurance doesn’t cover. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
You can claim compensation if we’re responsible for persistent water quality problems.
If we’re responsible for persistent water quality problems, you can claim a discount of 30% off your water bill. To get this discount, you'll need to make a claim within 3 months of the event.
We’ll consider compensation claims for losses or damage that your own insurance doesn’t cover. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
After reporting an illness due to a water quality problem, we’ll advise you on what action to take.
After reporting an illness due to a water quality problem, we’ll advise you on what action to take within 2 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
If you’ve reported an illness due to a water quality problem, we’ll phone you after we’ve collected a sample to let you know your test results.
If you’ve reported an illness due to a water quality problem, we’ll phone you after we’ve collected a sample to let you know your test results within 24 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
We’ll provide all water quality samples results in writing (other than regulatory sampling).
We’ll provide all water quality samples results in writing (other than regulatory sampling) within 20 working days. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
We’ll credit your metered account if you have to run off excessive amounts of water to clear discoloration.
We’ll credit your metered account £5 if you have to run off excessive amounts of water to clear discoloration. To receive this, you'll need to make a claim within 3 months of the event.
You'll get compensation following an investigation, if the pressure in our communication pipe to your home falls below 7 meter static head on two occasions, for less than 1 hour, within a 28 day period.
Following an investigation, if the pressure in our communication pipe to your home falls below 7 meter static head on two occasions, for less than 1 hour, within a 28 day period, we'll automatically pay you £25.
If we don’t make the payment to you within 10 working days, you're entitled to an additional £20.
To receive this, you'll need to make a claim within 3 months of the event.
You can claim compensation if we regularly inconvenience you due to abnormally high or low pressure. We’ll also consider compensation claims for losses or damage that your own insurance doesn’t cover.
If we regularly inconvenience you due to abnormally high or low pressure, you can claim £25. To receive this, you'll need to make a claim within 3 months of the event.
We’ll also consider compensation claims for losses or damage that your own insurance doesn’t cover. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We’ll give you 48 hours notice if we plan to interrupt your water supply for more than 4 hours.
We’ll give you 48 hours notice if we plan to interrupt your water supply for more than 4 hours. If we fail to do this, we'll automatically pay you £20.
If we haven't made the payment to you within 20 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
Following planned work, we’ll restore your water supply within 12 hours.
Following planned work, we’ll restore your water supply within 12 hours. If we fail to do this, we'll automatically pay you £30 and an extra £30 for every additional 12 hours your supply is interrupted.
If we haven't made the payment to you within 20 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
If we’ve given you notice, we’ll restore your water supply by the time stated.
If we’ve given you notice, we’ll restore your water supply by the time stated. If we fail to do this, we'll automatically pay you £30.
If we haven't made the payment to you within 20 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
We’ll give you 24 hours notice if we plan to interrupt your water supply for between 30 minutes and 4 hours.
We’ll give you 24 hours notice if we plan to interrupt your water supply for between 30 minutes and 4 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
We’ll provide alternative supplies for any interruption of more than 5 hours.
We’ll provide alternative supplies for any interruption of more than 5 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
For planned work, we’ll never interrupt your water supply for more than 12 hours.
For planned work, we’ll never interrupt your water supply for more than 12 hours. If your water supply is interrupted for longer than 12 hours, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
Following emergency work, we’ll restore your water supply within 12 hours.
Following emergency work, we’ll restore your water supply within 12 hours. If we fail to do this, we'll automatically pay you £30 and an extra £30 for every additional 12 hours your supply is interrupted.
If we haven't made the payment to you within 20 working days, we'll automatically pay you an additional £20.
Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
You can claim compensation if we interrupt your water supply due to emergency work on 3 or more occasions, totalling 15 hours within a 12 month period.
If we interrupt your water supply due to emergency work on 3 or more occasions, totalling 15 hours within a 12 month period, we can reduce your water charges by 10%. To get this reduction, you'll need to make a claim within 3 months of the event.
We’ll provide alternative supplies for any interruption of more than 5 hours.
We’ll provide alternative supplies for any interruption of more than 5 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
You'll get compensation if we have to interrupt or cut off your water supply because of a drought.
If we have to interrupt or cut off your water supply because of a drought, we'll automatically pay you £10 per day. Automatic payments will be made as soon as we’ve confirmed your entitlement, either by cheque or credit on your account.
If we haven't made the payment to you within 10 working days, you're entitled to an additional £20. To receive this, you'll need to make a claim within 3 months of the event.
If the cause of an interrupted water supply is due to our frozen pipes, we’ll consider compensation claims based on how long your supply was interrupted for.
If the cause of an interrupted water supply is due to our frozen pipes, we’ll consider compensation claims based on how long your supply was interrupted for. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We’ll provide alternative supplies for any interruption of more than 5 hours.
We’ll provide alternative supplies for any interruption of more than 5 hours. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
If you need a constant supply of water or delivery of bottled water due to a medical condition or similar reason, we’ll provide assistance on request.
There's no payment for failure, it's just our promise to you.
Check out our guide to work out if you’re using it or losing it.
We’ll repair any major leak that has been reported by a customer and is our responsibility within 2 days. And we’ll repair any minor leak within 7 days.
We’ll repair any major leak that has been reported by a customer and is our responsibility within 2 days. And we’ll repair any minor leak within 7 days. If these timescales aren’t met due to factors out of our control, we’ll consider compensation claims if you’ve been inconvenienced or experienced uninsured losses. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
If your property is flooded due to a burst water mains, we’ll get it cleaned up afterwards for you. We’ll also consider compensation claims for damage, inconvenience, uninsured losses and other expenses.
If your property is flooded due to a burst water mains, we’ll get it cleaned up afterwards for you. We’ll also consider compensation claims for damage, inconvenience, uninsured losses and other expenses. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
Where eligible, we grant allowances against meter charges that have accrued due to a leak.
Where eligible, we grant allowances against meter charges that have accrued due to a leak. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
We’ll write to let you know we’ve received your application for a new supply.
We’ll write to let you know we’ve received your application for a new supply with 5 calendar days.
There's no payment for failure, it's just our promise to you.
We’ll give you a quotation or estimate for a new supply connection.
We’ll give you a quotation or estimate for a new supply connection with 28 calendar days.
There's no payment for failure, it's just our promise to you.
When you’ve completed the checklist and are ready for the new supply, we’ll install the new connection making sure we comply with the Water Supply Regulations 1999.
When you’ve completed the checklist and are ready for the new supply, we’ll install the new connection making sure we comply with the Water Supply Regulations 1999 with 21 calendar days.
Please note: It may take longer if we need to apply for a road closure or traffic management.
There's no payment for failure, it's just our promise to you.
We’ll complete a survey for replacing your lead pipes and send you the job details.
We’ll complete a survey for replacing your lead pipes and send you the job details within 28 calendar days of receiving your application. If we fail to do this, you can claim £20. To receive this, you'll need to make a claim within 3 months of the event.
We’ll install a meter within 3 months of receiving a valid application.
We’ll install a meter within 3 months of receiving a valid application. If it hasn’t been installed within this timescale, we’ll charge you meter standing charges until it’s fitted.
There's no payment for failure, it's just our promise to you.
If you have a meter fitted, you can change back to rateable value billing if you let us know within 2 years of the meter being fitted.
If you have a meter fitted, you can change back to rateable value billing if you let us know within 2 years of the meter being fitted. You’ll be responsible for the meter charges up until we receive your request.
There's no payment for failure, it's just our promise to you.
We understand how upsetting it can be if flooding from a public sewer enters your home or garden. Don’t worry though, we’ll help to clean up and disinfect, and can offer hygiene advice, so please get in touch with us straight away.
You'll get compensation if flooding from a public sewer enters your home. We’ll also consider compensation claims for losses or damage your insurance doesn’t cover.
Depending on the circumstances, if flooding from a public sewer enters your home, you might be entitled to compensation. If you are, we'll automatically pay you 100% of your sewage charges or £150 (whichever is greater).
If we haven't made the payment to you within 20 working days, we'll automatically pay you an additional £20.
We’ll also consider compensation claims for losses or damage your insurance doesn’t cover. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
If flooding from a public sewer only enters your land or garden, you can claim compensation for each incident in the year.
Depending on the circumstances, if flooding from a public sewer only enters your land or garden, you might be able to claim compensation for each incident in the year. You can only make a claim if you were materially affected, which you’ll need to show or explain.
You can claim 50% off your sewage charges or £75 (whichever is greater). To receive this, you'll need to make a claim within 3 months of the event.
Please note: You can’t claim if you’re entitled to an automatic payment for sewer flooding to your home.
We’ll also consider compensation claims for losses that your insurance doesn’t cover. The amount we'll pay varies and you'll need to make a claim within 3 months of the event.
If the cause is found to be our responsibility we will clean up the area, disinfecting and collecting any sewage debris and litter.
If flooding from a public sewer enters your home, we’ll visit you on the day (where practical) and provide you with advice and information. We’ll also update you on our investigation into the problem and any proposed plan of action.
There's no payment for failure, it's just our promise to you.
Our Customer Charter is subject to terms and conditions, please get in touch if you’d like written details.