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Charters and Codes of Practice
Customer Charters
We have key levels of service standards that we must legally provide under the Guaranteed Service Standards Regulations (GSS). Should we fail to meet these, we will pay domestic customers the compensation shown in the table. (Click here). Our charters go beyond the levels set by Regulations and in most cases we pay compensation which is significantly higher than required under the Guaranteed Standards Scheme.
Full details of all the levels of service commitments we make (including many we have set ourselves) can be seen in our Customer Charter (for domestic customers) and Business Customer Charter (for non-domestic customers). The Business Customer Charter, unlike the domestic customer charter, has payments that vary in size depending on the amount of water the customer uses. You can request copies of these charters from us by phoning 01202 590059 or downloading them from 'Company Publication' on the website.
Leakage Code of Practice
We have a duty to prevent wastage and promote the efficient use of water by our customers. Leaks from customers' pipework are their responsibility, but we can provide assistance.
This code of practice covers underground leaks from customer external supply pipes. The supply pipe normally runs underground from the street boundary adjacent to the company stop tap or meter to the stop tap inside your property. This is often near the kitchen sink in a conventional domestic property, as shown in our diagram below.
Paying for the water you use
When you have a water meter fitted, you pay for the amount of water you use. The meter records the volume of water that passes through it. If you pay for water based on the rateable value of your property, no allowances are provided for leakage, as the charge is not related to usage.
Position of the meter
The position of the meter will be decided in line with Government Regulations. There are three possible positions for the meter. We generally fit the meter either:
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in the pavement, in a combined meter and stop tap box;
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in a pit just inside the boundary of the property; often this is used for larger meters; or,
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in a box on the wall, or inside the building
The usual position is in the pavement (option 1). This is indicated on the diagram above. This is our preferred location as it allows us to measure all the water that goes into your premises.
The property owner is legally responsible for repairing all leaks, both within the property and on the underground supply pipe. The supply pipe usually extends to the edge of your property, but in some cases, it extends further. Swift repairs will prevent the water being wasted and reduce the risk of a leak causing contamination of the public water supply. If you are the owner and do not repair the leak, we have the powers to repair it ourselves and charge you the cost. In serious situations the Water Industry Act 1991 allows us to turn off the water supply. [ See Sections 73 - 75 of the Water Industry Act 1991 concerning offences, regulations and power to prevent contaminating, wasting and misusing water.]
What the Company will do for you if you suspect that you have a leak:
