Bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm.

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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  • Our promise

    We aim to provide you with the highest levels of customer service and want to give you the best possible experience when dealing with us.

    If we fail to meet our standards of service we will compensate you. Our promises for billing and account queries are as follows:

  • Account queries

      We'll respond to you within Compensation if we fail to keep our promise How we will pay you
     Account queries     We'll reply to a query about your bill (if we do not visit your property) Five working days £25 Automatic compensation*
     We'll reply to a query about your bill (if we need to visit your property) 10 working days £25 Automatic compensation*
     We'll reply if we are unable to make the change to your payment method or frequency that you've requested Five working days £25 Automatic compensation*
    Overpayment or Direct Debit errors   If you overpay us and it is our fault we'll repay the appropriate amount plus interest   - - -
     If we take a Direct Debit in error we'll generally correct the error in one working day and refund the amount plus any bank charges or interest incurred - - -
    County court claims and court judgments  If we wrongly issue a county court claim or obtain a court judgment against you we will correct the situation and withdraw fees and costs - £100** You must claim
     Debt collection   If we pursue your debt through a debt collection agency in error   - £25 You must claim
     If a debt collection agency acts improperly  - £25 You must claim
     

     * payment will be made within 10 working days. If we fail to make a payment within this time you can claim a penalty payment of £20 from us.

    ** we'll only make this payment once during the recovery of a particular debt.

    *** the debt collection agencies we use (except Searchlight Collections which is in the BWBSL group of companies) are registered with the Financial Conduct Authority and are members of the Credit Association and subject to its code of practice.    

    Written complaints

     We'll respond to you within  Compensation if we fail to keep our promiseHow we'll pay you 
     We will reply to your written complaint10 working days £25 Automatic compensation*
     * Payment will be made within 10 working days. If we fail to make a payment within this time you can claim a penalty payment of £20 from us.

     

    Appointments

        Compensation if we fail to keep our promiseHow we'll pay you 
      We'll respond as quickly as we can if you report an emergency. An appointment is not usually required in these circumstances.     
     Making appointmentsIf we need to make an appointment to visit you we'll agree a morning or afternoon slot or a specific time if that is more convenient  £25 Automatic compensation* 
     Keeping appointmentsWe'll arrive within an hour of a specified appointment £25 Automatic compensation*
     Cancelling appointments If we cannot make an appointment we will give you at least 24 hours' notice as long as we have your telephone number£25  Automatic compensation*
      *Payment will be made within 10 working days.  If we fail to make a payment within this time you can claim a penalty payment of £20 from us.

      

    Priority Services (formerly Customer Care Plus)

        Compensation if we fail to keep our promiseHow we'll pay you 
     Registering   We will register you for Priority Services immediately if you call us £25 You must claim
     We will register you for Priority Services within 10 working days if you email or write to us£25  You must claim
     Our commitments

     We'll compensate you if you have asked us to the following and we don't:

    • send you a bill in a particular format, eg, braille, large print or a language other than English
    • communicate with you in your preferred way
    • send an item of literature in the format you choose.
    £25  You must claim 

     

  • Points to note

    • Our working hours are Monday to Friday, 8am to 6pm, excluding bank holidays.
    • Our timescales start on the day we receive your request or correspondence.
    • Compensation payments are normally made by cheque. If your account is in debt, payments will be credited to your account.
    • Where we are not able to identify customers affected by sewage flooding, pressure issues and supply interruptions, customers can claim payments themselves.
    • Call 0345 600 3 600 (Monday to Friday, 8am to 6pm) to claim compensation. Any claims must be made within three months.
    • Penalty payments: Where we fail to make an automatic payment within the stated time we will make penalty payments. Please refer to the tables for details. Where you need to claim a payment, we'll make that payment within 10 working days of your claim. If we fail to do that you are entitled to a penalty payment.
    • Disputes: Any disputes arising in relation to guaranteed standard payments may be referred to Ofwat for determination. Its decision is binding.

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