We are committed to giving a first-class service to our customers, one that exceeds the standards we are required to deliver by law" />

Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

customer.services@wessexwater.co.uk
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

operational.enquiries@wessexwater.co.uk
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  • Redress

    We are committed to giving a first-class service to our customers, one that exceeds the standards we are required to deliver by law.  However, we know that sometimes things can go wrong and you have told us that when this happens, you want us to resolve the issue as quickly as possible.

    Here we set out how we will redress the situation where we fail to meet your expectations or our promise to you.

    Our overriding principle here is to deliver each step of the process required for you to achieve your connection to our services at the right time, to suit your programme of work, at the right cost, irrespective of how you have chosen to have your new connection works delivered.

    When we don’t get that process right at any stage, our first action is to acknowledge and correct the error, understand the impact it may have had on your programme of works and recover the situation as soon as possible.  You can review the delivery timescales for those principle stages on our promise page

    Where failure of any aspect of the developer services we offer has directly incurred delay, additional cost or material loss to you, we will review the circumstances with you honestly and sympathetically, compensating appropriately on a case by case basis.

    Written complaints should be directed to: Nigel Martin, Head of Developer Services, and emailed to nigel.martin@wessexwater.co.uk  These will normally be resolved within 10 working days following receipt of the complaint

    These redress arrangements are temporary, they are provided in line with the requirements of Ofwat's new Adoption Code; we currently are working with Water UK and other developer stakeholders to identify appropriate redress arrangements that can be applied consistently across the sector.




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