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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  • 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 water supply and sewerage incidences are as follows:

  • Working in the street

    Our interactive Work in your area map enables you to find out about water and sewerage work being carried out. roadworks.org provides similar information for other utility companies and councils.

     

     Compensation if we fail to keep our promiseHow we'll pay you 
    Where we intend to carry out major planned work* in the street immediately outside your property we will give you advance notice and tell you about any pedestrian or vehicle problems that may arise. £25 You must claim
    * major planned work is over and above general maintenance so excludes work such as sewer repair and cleaning, surveys, repairing leaks, installing new connections, and repairs and installation of meters and stop taps.

     

    Leaks

      
    Leaks on customers' private pipes

    We'll repair leaks on pipes to individual household properties up to the outside wall of the property, or the nearest point achievable, free of charge during normal working hours providing the pipe is accessible and does not pass under any structure.

    We aim to do this within 10 working days. 

    Leaks on our pipes and fittings We aim to repair any leaks on our pipes and fittings that have been reported by a customer within two working days. If the leaks are visible we will aim to fix them by the end of the next working day. 

     

    Water supply interruptions

      Compensation if we fail to keep our promiseHow we'll pay you

     Planned water supply interruptions:  When we plan to interrupt your water supply to carry out essential maintenance or repair work      

     Advance notice

     We'll aim to give you 48 hours' notice if we plan to interrupt your water supply for longer than one hour.

    If we haven't warned you and the interruption lasts for longer than four hours we will compensate you.

     £25 Automatic compensation*
     Restoration of supplyWe'll restore water in the time we tell you.  £25 (plus £25 for each additional 24 hours without water) Automatic compensation*
     Unplanned water supply interruptions: When your water supply is interrupted for a reason out of our control, such as a leak or burst main      
    Restoration of supply  For unplanned interruptions, such as burst pipes, we will compensate you if we fail to restore your supply within 12 hours, or in the case of a strategic mains burst, within 48 hours** £25 (plus £25 for each additional 24 hours without water) Automatic compensation*
     Alternative supplies of water      
     Alternative supplies of waterIf your supply is interrupted for more than five hours, we'll make alternative supplies available.  £25  You must claim
     Drought orders      
     Drought orders If your water supply is interrupted due to a drought order. £25 for each day or part day the supply is interrupted, to a maximum of our average household bill for the previous year Automatic compensation* 

     * payments will be made within 20 working days. If we fail to make a payment within this time we will automatically make an additional penalty payment of £20

    ** compensation payments will be made related to unplanned interruptions on customers' private pipes.

    Water pressure

        We'll respond to you withinCompensation if we fail to keep our promise How we'll pay you 
     Low pressure  If, through our fault, you experience low pressure (below seven metres static head at the company stop tap) for more than an hour on two occasions within a 28 day period*  - 25% of our annual water charges or £25, whichever is greater Automatic compensation
     We'll visit you if you tell us you have low pressure** Visit within three working days £25  You must claim

     * if we are not able to identify that you were affected by lower pressure, you can claim compensation yourself. Claims must be made within three months of the later of the occasions of low pressure. Only one claim can be made in any one year

    **this does not apply to complaints about reduced pressure at times of system maintenance or drought.    

     

    Water flooding

       How we'll pay you
     If your property is flooded as a result of a burst water main that was not your fault, we will compensate you for uninsured loss and damage. A chartered loss adjuster can visit your property to assess and consider damages including carpets, furniture and internal decoration. We'll also provide a specialist clean up and drying service free of charge. To reduce any distress and inconvenience we can, where appropriate, pay for alternative accommodation. You must claim                                                                               

     

    Sewer flooding

      We'll respond to you within Compensation if we fail to keep our promise How we'll pay you
     Internal sewer flooding    
     CompensationIf your property is flooded internally with sewage from a public sewer*  Equivalent to annual sewerage charges up to £1,000 per incident (or £150, whichever is greater) Automatic compensation**
     Response timesWe'll aim to respond within two hours  - - -
     Clean up We'll aim to provide a free clean up service within 12 hours -
     Further contact from us   We'll write to you with your compensation payment. Where required we'll inform you of the action we intend to take and any investigations we intend to make*Aim within five working days  - -
     We'll update you on our investigation into the incident and the next steps we will take Aim within one month - -
     External sewer flooding        
     Compensation If your property is flooded externally with sewage from a public sewer* 50% of annual sewerage charges up to £500 per incident (or £75, whichever is greater) You must claim
     Response timesWe'll aim to respond within four hours - - -
     Clean up We'll aim to provide a free clean up service within 24 hours - - -
      Uninsured losses - if you do not have insurance due to financial hardship or you have uninsured financial losses, we'll consider an ex gratia payment.       

      * compensation payments for sewage flooding do not apply if the flooding happened because of exceptional weather conditions or industrial action, or the flooding was caused by your actions or any defect, blockage or inadequacy of your drains or sewers

    ** payment will be made within 20 working days. If we fail to make a payment within this time we will automatically pay you a penalty payment of £20.

    See sewer flooding for more information.

     

  • 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 4 600 (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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