Guaranteed Standards Scheme 2000-2003

Standards in effect 20th September 2000 - 30th November 2003

Appointments:
We can specify appointments within a two-hour period, and guarantee to keep them.
If we fail to meet this standard we will automatically pay you £20.

Bill queries/payment arrangements
We will respond to account enquiries within 10 working days of receipt of your letter. If you write to change the way you pay and we cannot meet your request, then we will let you know within 5 working days.
If we fail to meet this standard we will automatically pay you £20.

Complaints
We will respond fully to all complaints about our services within 10 working days of receiving your letter.
If we fail to meet this standard we will automatically pay you £20.

Interruptions
We will give you at least 48 hours' notice, in writing, if we need to interrupt your water supply for more than four hours - for planned maintenance work, for example - and tell you when your supply will be restored.
If there is an unplanned interruption to your water supply, we will normally restore it within 24 hours; if the problem is on a strategic main, then we will restore supplies in 48 hours.
If we fail to meet this standard we will automatically pay you £20.

Flooding
If your home is flooded from a public sewer, we will help with cleaning up arrangements, acting as quickly as possible. There may be assistance with items which would not be covered by your household insurance and a thorough investigation will be held into the cause of the problem. You will be informed of the findings.
We will pay you an amount equivalent to your sewerage charge, subject to a maximum if £1,000 each time your home is flooded by a sewer, unless severe weather conditions, industrial action, your own actions, or a fault in your drainage are to blame.

Low pressure water
If the pressure in the pipe linking your property to the main drops below 7.0m static head for more than an hour more than once in a 28 day period, you are entitled to claim £25 (unless essential maintenance work is being carried out on the main).