Our promise to you

We aim to provide you with the very highest levels of 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.

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

Our Promise to household 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.

Need to know

  • Our working hours are 8am to 6pm and our working days are Monday to Friday, excluding bank holidays.
  • Our timescales start on the day we receive your request or correspondence.
  • Compensation payments are normally made by cheque. If your account is in debt, payments will be credited to your account.
  • Where we are not able to identify customers affected by sewage flooding, pressure issues and supply interruptions, customers can claim payments themselves.
  • Any claims must be made within three months.
    • To claim billing compensation call 0345 600 3 600 (Monday to Friday, 8am to 6pm)
    • To claim water supply or sewerage compensation, including metering and water quality call 0345 600 4 600 (Monday to Friday, 8am to 6pm) 
  • Our guarantees do not apply if we are prevented from meeting our standards as a result of the actions of a third party or exceptional circumstances, such as severe weather or industrial action.
  • Penalty payments: where we fail to make an automatic payment within the stated time we will make penalty payments. Please refer to the relevant section below for details. Where you need to claim a payment we’ll make that payment within 10 working days of your claim. If we fail to do that you are entitled to a penalty payment.
  • Disputes: any disputes arising in relation to guaranteed standard payments may be referred to Ofwat for determination. Its decision is binding.

This information is a general guide to the guarantees we offer and does not attempt to set out in full all our legal obligations to you. There are some other circumstances specific to each standard. For more information please contact us