Our Customer Promise

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We are committed to providing you with the highest standards of service, courtesy and respect.

Our Customer Promise leaflet fully explains our promises and what you should expect from us. Some of these are based on standards set by Government; we see these as a minimum requirement and, in many instances, have improved on these or introduced additional standards demonstrating our commitment to providing excellent service.

These promises cover a range of commitments including account queries, supply interruptions and sewer flooding.  For example, if we have to issue a 'Boil water' notice as a result of problems with our supply, we will make a payment of £15 to you. In the unlikely event that the notice lasts more than seven days, we will make an additional payment of £15.

To learn about the individual commitments and whether you are entitled to compensation, please read Our Customer Promise.

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