Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).
Monday to Friday, 8am to 6pm (emergencies only at other times)
Help us to shape the future
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:
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.
Planned water supply interruptions: When we plan to interrupt your water supply to carry out essential maintenance or repair work
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.
* 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.
* 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.
* 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.
for more information.