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In the unlikely event we fail to achieve any of the standards below, you may be eligible for compensation.

Please see our Guaranteed Standards Scheme for more information.

Maintaining Appointments

We always try to be as flexible as possible when booking appointments with you. If an appointment has been made in writing or by telephone, we will tell you whether we can call before or after 1.00pm. You can also ask for an appointment within a two-hour time band.

If for any reason we have to change an appointment, we will give you at least 24 hours notice.

Please keep in mind that if you cancel or miss an appointment, you will not be eligible to receive compensation.

Payment Arrangements

We offer a few different ways to pay your bill, so if you write to us asking to change your payment arrangements and we cannot meet your request, we'll let you know within five days of receiving your letter.

Written Complaints

Your satisfaction with our service is of the utmost importance to us, so if we've done something wrong, we want you to tell us about it. If you write to let us know you're unhappy with any aspect of our service, we will send you a reply within 10 working days of receiving your letter.

For more information on our complaints process, please see our Customer Complaints Procedure.

Interruptions To Supply


We will notify you in writing at least 48 hours in advance if we have to interrupt your water supply for more than four hours to undertake planned works, but we will let you know the time when your water supply will be restored.

You may be eligible for compensation if we:

  • Don't give you 48 hours notice
  • Don't restore your supply by the time stated
  • Fail to provide you with water when an interruption has lasted more than 12 hours

Sometimes we may not know that your water supply was interrupted. In these cases, payment will not be made automatically, so you will need to contact us to claim it.


Sometimes, accidents on our networks do happen, so we may need to turn off your water supply to fix the problem. Don't worry - in most cases we will restore your supply within 12 hours of an unplanned interruption (like a burst main, for example).

If the interruption has been caused by a burst on a trunk or strategic main, we will restore your supply within 48 hours. If we aren't able to do this, you may be eligible for compensation.

For each subsequent period of 24 hours we do not restore your supply, we will pay you an additional amount. Please keep in mind that a payment is not due if a burst main has been caused by third-party damage.

We will always try to let you know when your water supplies will be restricted, and if necessary, where you can get an alternative water supply.