Codes of practice

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Our Codes of practice set out our legal obligations and responsibilities as well as your rights and responsibilities.

These have been broken down into separate Codes 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.

Code of Practice on our waste water services

In this leaflet we explain how we dispose of your wastewater, the different types of sewers, responsibilities for pipework, wastewater treatment, the adoption of private sewers and who to contact if you need to.

Code of Practice on our charges, bills and water meters

In this leaflet we explain about metering, different ways to pay, and how we calculate charges for water and wastewater services.

Code of Practice on leakage for domestic customers

In this leaflet we set out how we’re able to help with the cost of replacing or repairing your underground private supply pipe if you have a leak. If you pay metered charges this leaflet also tells you what we’ll do if you have a large bill because of the leak.

Code of Practice on payment and debt recovery

In this leaflet we explain what we will do if you fall into debt and what help and support we can give you if you’re having problems paying a water bill.

Code of Practice on priority services

In this leaflet we explain how you can register for our priority services and the help and support we can offer.  The Priority Services Register is a free service to customers who have particular requirements. If you need extra help, we’re here to support you.  

Complaints and Compliments

In this leaflet we explain what to do if you have any comments or suggestions to make or how to make a compliment or complaint about our service.  We aim to provide you with the best possible service by treating you courteously, fairly, efficiently, and making contact with us as easy as possible.

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