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The water industry redress scheme (WATRS)

WATRS provides an independent process for adjudicating unresolved disputes between participating water and sewerage companies and their customers.

After exhausting the water and sewerage company’s complaint procedure and after mediation or formal investigation by the Consumer Council for Water (CCWater), an application for adjudication can only be made by a customer if the dispute hasn't been resolved to their satisfaction.

CCWater will issue a WATRS notification letter to a customer where an issue remains unresolved.

The redress scheme is administered by the consumer services unit of the Centre for Effective Dispute resolution (CEDR). CEDR is a non-profit body that is independent of the water industry.

Anglian Water has made a commitment to abide by the following code of conduct as determined by WATRS.

Code of conduct:

  • The redress scheme will be free of charge to our customers
  • We support the principles set out by the redress scheme:
Principle  What it means 
Independence  It will be independent of water companies and other stakeholder (e.g a customer advocate) with a conflict of interest. 
Fairness and impartiality  It will be able to take a neutral, objective and balanced view, and deliver outcomes based on clear policy/rules. 
Proportionality  It will undertake analysis and make decisions proportionate to the scale and nature of the problem.
Consistency  It will ensure that decisions are clear and consistent from case to case. 
Transparency  It will ensure that decisions are public so that they are seen to be made without prejudice; highlight systemic failings in policy or practice; have a deterrent effect and drive service improvements. The process will, however, maintain the confidentiality of individual complainants. 
Effectiveness  It will meet its objectives and do so in a way that provides value-for-money through cost-effective, timely delivery. 
Accountability  It will be monitored and tested to ensure that it delivers efficient and effective outcomes for consumers, and that it is accountable to its users and the water industry.
Accessibility It will be available to a wide range of complainants and easily available to consumers with different needs through the most appropriate channel (for example telephone, e-mail, website and letter); and it will ensure that its role is made clear so that consumers understand the process and know who to contact.
  • We will respect the independence of the scheme provider – CEDR
  • We agree to be bound by the decision of the schemes adjudicator if accepted by the customer and we will implement decisions as required by the rules.
  • We will co-operate with and have due regard to recommendations of the scheme adjudication panel.
  • We will provide accurate and reliable information to and co-operate with the scheme adjudicators.

WATRS can be contacted at

Water Industry Redress Scheme (WATRS) International Dispute Resolution Centre 70 fleet Street London EC4Y 1EU

 

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Registered in England No. 2366656. Registered Office: Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire. PE29 6XU