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.
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 (Household) |
Scheme of charges (Household) |
Scheme of charges (Non-Household) |
|
| n/a | 2023 (PDF) | ||
| n/a | 2022 (PDF) | 2022 (PDF) | |
| 2021 (PDF) | 2021 (PDF) | 2021 (PDF) | |
| 2020 (PDF) | 2020 (PDF) | 2020 (PDF) | |
| 2019 (PDF) | 2019 (PDF) | 2019 (PDF) | |
| 2018 (PDF) | 2018 (PDF) | 2018 (PDF) | |
| 2017 (PDF) | 2017 (PDF) |
2017 (PDF) | |
| Summary of charges (Household) |
Scheme of charges (Combined) |
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.