About Us

Your rights as a customer

Our Codes of Practice describe in more detail the services we provide, what your rights are as a household customer, and what to do if things go wrong.

They’ve been produced in consultation with CCW. From time to time we may revise the Codes and update them to include our improvements in our services to you. This document sets out the levels of service that we strive to provide to our household customers and the levels of compensation that we offer if things go wrong.

Download all of our codes of practice (PDF).

If your business has been affected by our works in the highway or when we need to attend an emergency repair, you may be to claim for loss of profits.

Our business loss of profits policy (PDF) explains more about the circumstances in which you may be entitled and guidance on how to submit a claim.  

Every year we also produce a scheme of charges. This explains how we calculate our charges. We produce both a customer summary and a detailed scheme which is approved by Ofwat. Our own Board assurance statement is included below, along with the charges documents.


Summary of charges
Scheme of charges
Scheme of charges
2018 (PDF) 2018 (PDF) 2018 (PDF)  
2017 (PDF) 2017 (PDF)
2017 (PDF)    


Summary of charges
Scheme of charges
 2016 (PDF) 2016 (PDF) n/a
2015 (PDF) 2015 (PDF) n/a
2014 (PDF) 2014 (PDF) 2014 (PDF)
2013 (PDF) 2013 (PDF) 2013 (PDF)
2012 (PDF) 2012 (PDF) 2012 (PDF)
2011 (PDF) 2011 (PDF) 2011 (PDF)
2010 (PDF) 2010 (PDF) n/a
2009 (PDF) 2009 (PDF) n/a
2008 (PDF) 2008 (PDF) 2008 (PDF)
2007 (PDF) 2007 (PDF) 2007 (PDF)
2006 (PDF) 2006 (PDF) 2006 (PDF)

Water Industry Redress Scheme

On very rare occasions, a complaint may remain unresolved after it has gone through all the stages of our and CCW’s complaints procedures. At this point, the customer may be eligible to take their concerns to the Water Industry Redress Scheme (WATRS), who can provide an independent binding decision.