Our Customer Promise

When we make an appointment with you in writing or by telephone, we will as a minimum tell you whether we will visit in the morning (8am-1pm) or in the afternoon (12pm-5pm) or you can ask for an appointment within a two hour time-band.

We will reply within 10 working days of receiving a written query about the correctness of your water or sewerage account.

If you notify us in writing that you wish to change your payment method, we will confirm to you within five working days if for any reason your request is not possible.

We will reply within 10 working days of receiving a written complaint.

If we plan to interrupt your water supply for more than two hours, we will give you at least 48 hours written notice. We will also let you know in writing the time by which your supply will be restored.

If the public water supply to your home is unexpectedly interrupted (due to a burst main, for instance) we will restore the supply within 12 hours of becoming aware of the interruption.

Where you experience a planned or an emergency interruption, lasting more than 12 hours, we will provide an alternative source of water. If we fail to do this you can claim £20.

Where a water supply is interrupted three or more times in any 12 month period by a burst main, a payment of £10 may be claimed for the third and each subsequent supply interruption.

If we know that water has escaped from our sewers and entered the buildings of your property or passed beneath a suspended floor, we will automatically make a payment equal to your annual sewerage charges for each incident of flooding from our sewer within 20 working days of the event.

If water escapes from our sewers and enters the boundary of your property you may be entitled to claim a compensation payment, if you believe you have been materially affected by the sewer flooding.

If you replace lead pipework for which you are responsible, we will replace any lead service pipe for which we are responsible free of charge.

If we have cause to issue a 'Do not drink' notice as a precautionary measure to safeguard your health, as a result of problems with our supply, a £30 payment will be made to you.

If we have cause to issue a 'Boil water' notice as a result of problems with our supply, we will make a payment of £15 to you.

If you have a water meter and need to run off discoloured water, a credit will be placed on your account if you contact us at the time. Please call our Services Helpline and tell us that you are on a meter.

Except when we need to carry out necessary works or during drought, we will ensure that there is a minimum pressure of seven metres static head in our section of the service pipe which connects your property to our main.

a. Domestic supplies
Should we ever need to introduce standpipes or rota cuts under a Drought Order, we will make a payment of £35 to each domestic customer for each day, or part of a day, that the water supply is interrupted.

Except in emergencies we will always try to carry out work in the street so that access to individual properties is not blocked.

If it is discovered that you have wrongly paid money for a service which we have not provided, we will refund all of the money paid for a period of up to 10 years before the mistake was discovered. Interest will also be included if the period in question was over 12 months.

If we make an error in the handling of a Direct Debit or standing order payment, you can claim a refund for any bank charges incurred or financial loss on proof of the claim.

If you have a water meter, your bill will be issued to you within three months of the end of the period of which it covers (ie a bill for the period ending 28 June will be issued no later than 28 September).

If we make an error or omission which causes a Court Claim to be issued against you incorrectly for non-payment of charges, we will pay you £100 and withdraw associated fees and costs.

Where you request a receipt for money paid to us, for water and sewerage charges, and we do not send you one within five working days, you can claim a payment of £10 by calling our Accounts Helpline.

Yes, you will for some standards but others will be paid automatically. If you feel that you are entitled to a payment you have not received please call our Services Helpline or write to us.

Yes, there are times when we will not necessarily make a payment if we fail to meet a standard because of circumstances outside our reasonable control for example severe weather conditions, strikes or actions of third parties.

Ofwat protects the interests of customers of all water and sewerage companies in accordance with legislative provisions and their government licences.