WaterFuture - Get into water

We believe you should receive the highest standards of customer service and we are committed to providing this.

Our Customer Promise fully explains our promises and the standards of service you can expect from us. Some of these are based on standards set by Government; we see these as a minimum requirement and, in many instances have improved on these or introduced additional standards demonstrating our commitment to providing excellent service. These promises cover a range of commitments including account queries, supply interruptions and sewer flooding.

Our Codes of Practice include information on the services we provide and our legal obligations and responsibilities as well as our rights and responsibilities.

We aim to always provide you with the highest possible service by treating you courteously, fairly, efficiently and making your contact with us as simple as possible. However, sometimes problems do occur and when they do, we want to know so we can put them right. Our Customer Complaints leaflet explains how we handle complaints.

Our Customer Promise

Codes of Practice

Code of Practice on leakage for household customers

This code of practice covers underground leaks from household customers’ external supply pipes, and actions customers must take to ensure leaks on their supply pipes and internal plumbing are repaired promptly.

Payment and Debt Recovery - Code of Practice

In this leaflet we explain what we will do if you fall into debt and what help and support we can give you if you’re having problems paying a water bill.

Priority Services - Code of Practice

In this leaflet we explain how you can register for our priority services and the help and support we can offer.  The Priority Services Register is a free service to customers who have particular requirements. If you need extra help, we’re here to support you.  

Customer complaints