Our priority is to deliver a safe, reliable and high quality water
supply to your home / business, backed up by professional, friendly and efficient
customer services. After listening to our customers views and to meet regulatory
requirements, we have set high standards for the services we provide. To show
our commitment to consistently meeting these standards, we have a scheme to
compensate customers if our service falls below those standards. The levels of service we aim to
provide are set out below.
Keeping Appointments
If we need to come to your home, we will offer
an appointment with a two hour time slot if requested, otherwise we will
specify either morning (before 1 pm) or afternoon (after 1 pm).
If we do not give a two hour slot when requested or we fail to specify
morning or afternoon we will make an automatic payment.
Changing Appointments
If for any reason we have to change or cancel our appointment we will give 24 hours
advance notice. If we do not give 24
hours advance notice we will make an automatic payment.
Missed Appointments
If we miss an appointment, except in severe weather or
if there is industrial action, we will make an automatic payment.
Billing Queries
If you request a change in payment arrangements
and we cannot meet the request we will write and explain the reason within 5
working days. If we fail to explain why we cannot meet your
request within 5 working days we will make an automatic payment.
If you write and query the correctness of your account we will respond with a
substantive reply within 10 working days. If we fail to give you a substantive response
within 10 working days we will make an automatic payment.
Written Complaints
If we have caused you inconvenience, annoyance,
damage or loss, please tell us promptly to see if we can put things right. If we do
not answer written complaints within 10
working days, we will make an automatic payment.
Very occasionally you may notice an interruption
to your water supply which will either be the result of planned work or an
emergency, such as a burst water main.
Planned Interruptions
When we carry out improvements to the water
system, we may need to interrupt your water supply for a short time. We will
always give you written notice of any
planned interruption that may last longer than one hour and, if the
interruption is to exceed four hours, we will give at least 48 hours notice. We will also restore the supply
by the time specified on the written notice. If we give you less than 48 hours written notice
of a planned interruption lasting longer
than four hours, we will make an automatic payment. If we fail to restore the supply by the time
specified we will make an automatic payment.
Unplanned Interruptions
If a water pipe in your area bursts, we may have to cut off your water supply. If we
do, we will always try to tell you how long it will take to restore your
supply. We have an excellent track record of restoring supplies within just a
few hours but occasionally this is not possible.
Restoring Your Water Supply
In most cases the water supply will be restored within 12 hours * from the time we are
first aware of the interruption or the supply being cut off. If the supply is not restored
within 12 hours * we will make an automatic payment. In addition we will pay you compensation for
every subsequent 24 hour period you are without water - £10 per 24 hours for
household customers and £25 for business customers.
* However, if the burst involves a strategic main
conveying water in bulk to centres of population which have no other supply
that can fully meet normal demand, we will not make a payment if the supply is
restored within 48 hours.
Low Water Pressure
If you think you are receiving low water
pressure at your kitchen tap, call us and we will investigate free of charge.
If your water pressure falls below certain limits on 2 occasions, each lasting for more
than 1 hour in a 28 day period, you can claim £25 for household and business
customers. We can provide more information if you are affected by low pressure. This
does not apply where low pressure results from necessary maintenance work,
drought or actions beyond our control. This payment will be made only once in
any year.
Planned and Unplanned Supply Interruptions
If we have not made an automatic payment within 20 working days of the
incident, and you make a claim within 3 months, you can claim an additional
penalty payment of £20 for household customers and £50 for business customers.
Appointments, Billing Queries and Complaints
If we have not made an automatic payment within 10 working days, and you make a claim within
3 months, you can claim an additional penalty payment of £10 for household and
business customers.
