Monday to Friday, 8am to 6pm.
Monday to Friday, 8am to 6pm (emergencies only at other times)
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If we discover quality problems in your water supply we act immediately. While we correct the problem, there may have to be restrictions on the use of water.
This may include telling you either not to drink the water or to boil it prior to drinking. If the problem is due to our mains supply, you will automatically receive £50 compensation.
Should you complain about water quality, we will contact you within two working hours of receiving the complaint, provided you give us a contact telephone number.
We will sample the water within three working hours of a confirmed problem with water quality and will inform you of the results by telephone within 60 hours of sampling provided you give us a contact telephone number. We will provide written confirmation of the results, if required, within a further five working days.
Where our own routine sampling shows an abnormality we will contact you immediately by telephone provided we have a contact telephone number.
We will provide a minimum of 48 hours' notice of planned changes to the supply which could significantly affect quality, provided we have agreed your specific requirements.
If we don't meet these promises you can claim automatic compensation of £50.
If we don’t meet the above promises, you can claim automatic compensation of a maximum of £1,000 for any loss which you can substantiate was caused by our failure and £100 per day until the problem is rectified.
We will inform the Drinking Water Inspectorate and, where appropriate, agree an action plan to ensure the regulations are met in the future.