IMPORTANT NEWS -
The Developer Services Charging Arrangements 2019-20 comes into force on 1 April 2019. This is now on our website to provide an opportunity customers to better understand those charges in advance. Please click here to find out more information.
Our performance
There is a set of standards produced by Water UK that measure our performance for our Developer Services activities and the results are published on a quarterly basis.
Here’s how we’re performing against the industry average:
|
Water supply targets |
Us |
Industry average |
|
Quarter 4 (2017/18) |
98.88% |
96.86% |
|
Quarter 3 (2017/18) |
99.56% |
96.66% |
|
Quarter 2 (2017/18) |
98.28% |
97.37% |
|
Quarter 1 (2017/18) |
98.89% |
97.50% |
|
Sewerage targets |
|
|
|
Quarter 4 (2017/18) |
99.42% |
99.64% |
|
Quarter 3 (2017/18) |
97.73% |
99.57% |
|
Quarter 2 (2017/18) |
99.43% |
99.12% |
| Quarter 1 (2017/18) |
99.44% |
99.21% |
Our performance highlights include:
-
Industry leading performance on pre-planning enquiries and sewer connection
-
A substantial increase in performance in all areas of the S45 (New Connections) process
Please see Water.org for our performance against other water companies.
Water UK produced a set of standards that developers and others can expect from water companies in relation to the provision of infrastructure. These are a development of draft standards originally published as part of the government guide Better Connected: A practical guide to utilities for home builders.
How can we help
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Can I pay regularly by instalments?
Yes, if you’d find it easier to manage your bill my paying more regularly, we have payment plans available: If you don’t have a meter:Annual bills with payment due on 1 April each year for the year ahead. Payment plan Details Half yearly 2...
My bill is in credit, can I get a refund?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or...
Can I build over a public sewer?
Yes, if your extension or proposed building work is over or within 3 metres of a public sewer or lateral drain, you’ll need to let us know. You’ll need to check our guidance notes to ensure you meet the criteria and if so, complete the Declaration of works form online...
My water is discoloured, what do I do?
To clear discoloured water, run the cold tap that is fed directly from the mains (usually your cold kitchen tap) for up to an hour, checking it every 10 minutes to see if it has cleared. If you are a household customer on a water meter, we can credit your account with...
Water connections
What do I need to do if I’m planning to build an extension or conservatory?
Our sewers run under ground in streets, gardens, fields and land, so if you're building an extension you will need to check if there is a sewer nearby. We can then make sure that your home and our pipes are protected during and after the build. You can find guidance on...
Does my pipework need to meet with any regulations?
Yes, pipework and plumbing must comply with the Water Supply (Water Fittings) Regulations 1999. These are designed to stop contamination of water supplies by preventing back-flow, back-siphonage and interconnections of water from other sources.
Can I arrange to lay my own water mains and make service connection?
Yes, if you are or are employing an accredited self lay organisation, you can undertake this work. You can agree with us to lay your water mains and connections, however you will need to make an application to do so. You’ll find more details within our Self lay...
How much does a new water connection cost?
We’ll provide you with a quote which will be specific to your connection requirements after we’ve completed a site survey. The quote will be made up of: Connection costs (all work, materials required for us to make connection) Traffic management (depending on the...
Sewer connections
How do I apply for a new sewer connection?
You can complete our sewer connection application form and return it to us by email, the guidance notes contain more information. You’ll need to arrange for a drain to be laid from your property to our sewer. If you need help in locating the closest public sewer, you...
Can I build over a public sewer?
Yes, if your extension or proposed building work is over or within 3 metres of a public sewer or lateral drain, you’ll need to let us know. You’ll need to check our guidance notes to ensure you meet the criteria and if so, complete the Declaration of works form online...
Why do I need permission to build over or close to a public sewer?
We need to approve your proposal of works (even if you have already had planning permission granted) as your building could cause damage or prevent access to the sewer. Some conservatories and minor works don’t always need planning and/or building regulation approval,...
What if my extension was built over a private sewer before 1 October 2011?
If the property was built before the transfer of private sewers to us on 1 October 2011, the works are legal as there would have been no need for approval before this date. There's more information here on building over a public sewer after this date.
Commercial services
What does a CON29DW drainage and water search contain?
The Conveyancing 29 Drainage and Water (Con29DW) is designed to identify any liability that you may incur as an owner and uncover problems that may impact on the property value and lead to expensive maintenance bills. The search contains: An analysis of the risk of...
What public health and environment services do you provide?
Our Laboratory analyses environmental and recreational samples to support businesses in meeting regulatory and public health requirements.
What kind of laboratory tests and services do you carry out?
Our laboratory carries out a wide range of chemical and microbiological tests. We analyse environmental and recreational samples to support business’ meet their regulatory and public health requirements. If you’d like to make an analytical enquiry you can use our online...
Can you test our trade effluent?
Yes. Our laboratory offers an independent analytical service for trade effluents. If you’d like to make an analytical enquiry you can use our online form