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Our codes of practice

Our Codes of Practice act as our operating manual – they detail 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 1pm) 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.


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.

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