Our aim is to get things right first time, every time. Below we set out what you can expect from us and what we will do if we fail to meet any of these standards.
- If your local water supply fails due to a burst water main, we will restore the supply within 12 hours if it is a minor burst, or within 48 hours if the burst is on a strategic main. If we fail to meet these timescales, we will credit £50 to your account
- We will respond to reports of internal sewage flooding within four hours of being notified. If we fail to meet this guarantee, we will credit £50 to your account
- If you write to us with a query about your bill, we will reply within 10 working days of receipt. If this guarantee is not met, we will credit £50 to your account.
Our customer promise goes over and above the Guaranteed Standards Scheme - the common name given to The Water Supply and Sewerage Services (Customer Services Standards) Regulations 2008, Amended in 1989, 1993 and 1996. Water Companies are also monitored by Ofwat by a number of measures of service levels.