Our promise to you

As our customer, you have the right to expect consistently top quality service from us.  Our customer care package covers service standards we promise to deliver – and what we will do on the few occasions when we don’t meet our promises.

Our promises meet and in many instances exceed the guaranteed service standards required by the Office of Water Services (Ofwat).

The majority of the compensation payments we make for a failed service is automatic – you won’t need to apply for it.

Our booklet called Our promise to you sets out all the service standards we aim to meet.  It covers subjects such as appointments, handling of complaints, billing queries, water supply, water quality and pressure.

In each of these categories, we list the service standard you can expect – for example, under billing, we tell you how quickly we will respond to your queries, or when we will send you a receipt or a replacement bill you have requested. For each service standard, we also set out how much compensation you will receive if we don’t meet our promise. If the compensation payment is not automatic, we explain what you need to do.

You can find out more about our promise to you by downloading a copy of the booklet.