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Our guaranteed service standards, what you should expect from us, what services we provide and what we’ll do to make amends' if we fail to meet any of these service standards in our Core customer information document.
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WaterCare
Our package of support: If you’re struggling to pay your bill or need practical support visit our webpage to learn all about how we can help.
Struggling to pay? Get help with Extra Care.
Practical support with Priority services.
What to do in an emergency
Need to report a water or sewerage issue? Go to Report an issue.
What to do if you’ve got a leak, visit our Leakage page.
Sewer Flooding: what to do if you have flooding in your home.
How to deal with Frozen pipes.
For more information on the minimum expected standards of customer service Ofwat and CCW’s guidance documents:
- Service for all vulnerability guidance
- Service for all – Ofwat's final vulnerability guidance for water companies supporting customers who need extra help
- CCW and Ofwat Improving complaint processes 2021
- Household complaint practices in the England and Wales water industry
- Ofwat Paying Fair guidelines