Core customer information

Our core customer information document acts as our operating manual – it details what you can expect from us and what we’ll do to make amends if we fail to meet any of these service standards.

Some of our standards include:

• if we need to interrupt your water supply for planned work, we’ll tell you when it’s going off and when it’ll be back on again
• if you tell us you have internal sewage flooding, we’ll do our very best to be there within four hours
• if we need to visit you, we’ll offer you the choice of a morning (before 12 noon) or afternoon appointment, or if you ask, we can arrange to call within a two-hour time period. If we have to change the appointment, we’ll try to give you 24 hours notice
• if you write to us with a query about your bill, we’ll reply within 10 working days
• if we don’t keep any of these promises, we’ll credit your account with £20 – without you even having to ask.

Find all our promises in section 8 of the Core customer information document below.

Compensation after an interruption to your water supply

• Occasionally we need to turn off the water supply to carry out essential, planned work. We’ll let you know in advance and tell you when the supply will be restored
• For interruptions of more than four hours, we will give you at least 48 hours notice in writing. We will restore the supply by the time stated in the notice
• After an emergency or unplanned interruption, we’ll restore supplies within 12 hours for most bursts. If necessary, we’ll give you an alternative supply. After this type of interruption we check our network systems to help us identify the affected customers. As agreed with our regulators, we use pressure loggers and measuring points along our network to verify which properties have been off water completely for 12 consecutive hours. If you're eligible, these payments will be credited to your account automatically.
   

If we fail to meet any of these standards, we will automatically credit £30 to your account and a further £30 for every additional 12 hours that you remain without water. You may request a direct payment. Payments will be made within 20 working days. If we fail to make a payment within this time, we’ll pay you a further £20. It is sometimes difficult to know who has been affected by these interruptions. If you were affected and we have not credited your account, please call our 24-hour water and water recycling/ sewerage supply query number.