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Water Quality

Our Services

Our top priority is to supply you with high-quality drinking water. Our water quality is controlled by regulations set by the Department for the Environment, Food and Rural Affairs (DEFRA). We have to follow standards for the chemical and bacterial quality, in addition to its colour, clarity, smell and taste.

Each area's test results can be found on the Drinking Water Inspectorate website. We operate certified test facilities through a quality-controlled regime, ensuring that all the water that flows into your pipes is of the highest standard.

If you want to know more about the water quality in your area, please don't hesitate to ring us on 02920 028 711, and one of our Customer Service team will be happy to help you.

Water Pressure

We will provide a minimum pressure of seven metres measured at the boundary of the property.

The pressure should be strong enough to ensure water reaches the second storey of a domestic property.

Water Quantity

It is our legal duty to supply customers with all the water necessary for domestic purposes - cleaning, washing, cooking, central heating and sanitation, as well as watering your garden and washing your car.

By law, we have to provide a minimum quantity of nine litres per minute measured at the boundary of your property.

Sewerage

A single pipe that carries drainage from your house is called a drain (even if it goes past the boundary of your property). A sewer is a pipe taking sewage from two or more properties. Sewers can be either privately or publicly owned.

Responsibility For Pipes

The pipes are the responsibility of the owner of the property it drains, up to the point where it connects with the public sewer.

Public sewers are owned by Independent Water Networks. While we are responsible for maintaining public sewers, property owners are responsible for private sewers and drains. If a public sewer becomes blocked, we will unblock it free of charge. If a private sewer gets blocked, the property owner is responsible for unblocking it.

Flooding From Sewers

We understand how stressful it is when your property is flooded. Our sewers are designed to carry sewage from properties, in addition to surface water that runs off roads, footpaths and paved areas. Very rarely, our sewers can flood due to severe weather, blockages, heavy rainfall, or pumping station failure.

If problems arise, your property could become flooded. For both internal and external flooding, we will try to help remove sewage debris and disinfect the affected area.

If your property is flooded, call us as soon as possible on 02920 028 711 so we can help you. You may also be eligible for compensation. For more information, please download our Guaranteed Standards Scheme.