Our promise

We aim to provide you with the very highest levels of service, but if we don’t meet our promises you could be entitled to compensation.

We're determined to make sure that all your contact with us is carried out with courtesy and consideration.

What is covered by our promise?

By law water companies must maintain certain standards but we aim to go beyond these by offering you one of the best overall guarantees in the industry.

These guarantees cover all areas of our service including:

  • account queries
  • water meters
  • water supply interruptions
  • sewer flooding.

What if we don’t meet our promises?

Our promise to you leaflet outlines the length of time we'll take to respond to contacts and incidents and how much we'll pay if we fail to meet our promises.

We make some payments automatically but others you will need to claim for. See a full list of our promises, the compensation available and how we’ll pay you in our leaflet.

The information in the leaflet is a general guide to the guarantees we offer and does not attempt to set out in full all our legal obligations to you.