Guaranteed standards of service

Our guarantees

We believe excellent customer service is about getting it right first time, every time.

We put customer service at the heart of everything we do.  Our customer charter details the standards of service we guarantee to provide.  We must meet certain standards by law, but aim to improve on many of these and to include others that we believe demonstrate excellent customer service.

Downloadable content

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    Getting answers

    Our code of practice on complaints.


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    Getting water to your home

    Meeting your expectations.


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    Dealing with leaks

    Our code of practice on dealing with leaks.


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    Managing debt

    Our code of practice: The collection of debt for domestic customers.


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    Our promise to you

    This leaflet details the standard of service we guarantee to provide to you.


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    Priority Services

    A guide to our Priority Services.


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    Your water meter

    A water meter can help you control the size of your bill by encouraging you to reduce the amount of water used.


Community portal

family on beach  

Our community portal is your voice in the work we do to improve your water and sewage services. Find out more

Priority Services


We have a wide range of services designed for customers who may need extra help. Find out more

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