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Codes of practice


We have a series of codes of practice which set out our legal obligations and responsibilities as well as our customers' rights and responsibilities.

Our Codes of Practice are approved by the industry regulator, Ofwat. We have broken down our main Code into separate sections to make it easier to use.

Code of Practice on our water supply services

In this leaflet we explain our water supply services, how we supply you with your water, information on quality and pressure, what to do if you have a problem with your water and who to contact.

Download pdficon.gif icon Code of Practice on our water supply services [229kb]

Code of Practice on our waste water services

In this leaflet we explain how we dispose of your waste water, the different types of sewers, responsibilities for pipework, sewage treatment, the adoption of private sewers and who to contact.

Download pdficon.gif icon Code of Practice on our waste water services [250kb]

Code of Practice on our charges, bills and water meters

In this leaflet we explain about metering, different ways to pay, and how charges for water and sewerage services are calculated.

Download pdficon.gif icon Code of Practice on charges, bills and water meters [178kb]

Code of Practice on leakage for domestic customers

In this leaflet we explain what to do if you have a leak on your supply and how we are able to help with the cost of replacing or repairing your underground private service pipe.

Download pdficon.gif icon Code of Practice on leakage for domestic customers [188kb]

Code of Practice on payment and debt recovery

In this leaflet we explain what we will do to help customers pay and what will happen if a customer doesn't pay.

Download pdficon.gif icon Code of Practice on payment and debt recovery [203kb]

Code of Practice on priority services

In this leaflet we explain how you can register for our priority service and the help and support we can offer. We are committed to helping you as much as we can, so if you have additional needs because of age, disability or illness (receiving home dialysis for example) you may wish to be included on our Priority services register so that we can provide specialised services to you.

Download pdficon.gif icon Code of Practice on priority services [170kb]

Complaints and Compliments

In this leaflet we explain what to do if you have any comments or suggestions to make or a compliment or complaint about our service. We aim to always provide you with the highest possible service by treating you courteously, fairly, efficiently and making contact with us as simple as possible. However, sometimes problems do occur and when they do, we want to know so that we can put them right.

Download pdficon.gif icon Complaints and Compliments [164kb]




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