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Our Customer Promise


South West Water is committed to providing customers with the highest standards of service, courtesy and respect.

What standards of service of service do we provide?

We guarantee to provide the following standards of service in our day to day dealings with you, subject to the exceptions specified.

If we fail to achieve any of standards 1-4, we will pay you £20.00 automatically within 10 working days, or credit £20 to your account if it is in arrears. If payment is not made within 10 working days we will automatically pay you a further £20.00.

Download pdficon.gif icon Our Customer Promise [132kb]

Here are some views of our customers:

Below is a guide to pdficon.gif icon Our Customer Promise [132kb]. If things do go wrong, we will always try to put it right.

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  1. Keeping appointments
  2. Account queries
  3. Payment arrangements
  4. Complaints
  5. Interruptions
  6. Emergency interruptions to your water supply
  7. Alternative water supplies
  8. Repeated burst mains
  9. Internal sewer flooding
  10. External sewer flooding
  11. Replacement of lead service pipes
  12. 'Do not drink' or 'Do not use' notices
  13. 'Boil water' notices
  14. Discoloured water
  15. Low pressure
  16. Interruptions to your supply because of drought
  17. Working in the street
  18. Money paid in error
  19. Direct debits, standing orders and receipts
  20. Metered bills
  21. Court claims
  22. Receipts
  23. Do I need to claim for payment?
  24. Are there any exceptions?
  25. How can I contact Ofwat?
  • | 1. Keeping appointments
    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.

  • | 2. Account queries
    We will reply within 10 working days of receiving a written query about the correctness of your water or sewerage account.

  • | 3. Payment arrangements
    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.

  • | 4. Complaints
    We will reply within 10 working days of receiving a written complaint.

  • | 5. Interruptions
    Our promises and what you should expect from us for interruptions:

  • | 6. Emergency interruptions to your water supply
    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.

  • | 7. Alternative water supplies
    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.

  • | 8. Repeated burst mains
    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.

  • | 9. Internal sewer flooding
    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.

  • | 10. External sewer flooding
    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.

  • | 11. Replacement of lead service pipes
    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.

  • | 12. 'Do not drink' or 'Do not use' notices
    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.

  • | 13. 'Boil water' notices
    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.

  • | 14. Discoloured water
    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.

  • | 15. Low pressure
    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.

  • | 16. Interruptions to your supply because of drought
    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.

  • | 17. Working in the street
    Except in emergencies we will always try to carry out work in the street so that access to individual properties is not blocked.

  • | 18. Money paid in error
    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.

  • | 19. Direct debits, standing orders and receipts
    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.

  • | 20. Metered bills
    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).

  • | 21. Court claims
    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.

  • | 22. Receipts
    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.

  • | 23. Do I need to claim for payment?
    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.

  • | 24. Are there any exceptions?
    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.

  • | 25. How can I contact Ofwat?
    Ofwat protects the interests of customers of all water and sewerage companies in accordance with legislative provisions and their government licences.




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