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.


If you're not happy and wish to complain

If you’re unhappy with any element of our service, please tell us – we want to know and put things right for the future. Find out how to make a complaint here.