If we have to visit your home we will make an am or pm appointment (before or after 12pm) on a specific day, or if requested within a period of 2 hours in which the visit will be made. If we cannot keep the appointment we will let you know at least 24 hours in advance; either in writing or by telephone.

Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.

If there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.

If the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.

If the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.

For customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.

Where we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.

As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.

These interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.

We aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.

If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.

If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your letter.

If you write to ask us to change the way you pay your bill and we find we cannot make the change we will let you know within 5 working days from the date we receive your letter.

You are welcome to telephone with queries about bills and payment methods. Most queries can be answered immediately. Where this is not the case we will advise you when your query will be resolved. Please note, Guaranteed Standards payments do not apply to telephone queries.