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Water Quality

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's website at 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.

Responsibility For Pipes

Generally, you are responsible for maintaining all of your internal pipe work and your service pipe up to the boundary of your property (see the image for further details). We are responsible for maintaining the water meter, our stopcock and any communication pipe outside the boundary of your property.

A leak could severely damage your property in addition to costing you money in water charges and pipe repairs. You have a legal duty to repair leaks on your pipes.

If we find a leak on your part of the water pipe, we will let you know and give you advice on how to get it fixed. If you have any problems with your internal pipes, please contact a plumber.

We are bound by law to prevent water wastage caused by leaks on our system, so please contact us straight away on 02920 028 711 if you think you may have a leak. This line is open 24 hours a day, seven days a week.

For more information on leaks, please download our Code of Practice on Leakage for Domestic Customers.