Your rights as a customer

The standard of service you can expect from us, your charges, and how we're regulated.

Our Codes of Practice

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.

These documents set 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.

You can find out Codes of Practice in our Customer Information Hub.

Business profit and loss policy

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.