We care about our customers and pride ourselves on giving 100% every day to ensure that your needs are being met. We've set ourselves high standards and are committed to making sure that you always get the service you deserve. We’ll do our utmost to put things right if you have a problem. If we fail, we’ll compensate you. It’s only fair.
Standards of Service for Scotland
| Our service standards | Compensation |
|---|---|
| £24.86 |
| £24.86 |
| £24.86 |
| £61.12 (£31.08 for each additional 12 hour delay in the restoration of supply) |
| £61.12 (£31.08 for each additional 12 hour delay in the restoration of supply) |
| £24.86 |
| Up to £1,139 |
| £24.86 |
| £24.86 |
| £24.86 |
| 5-15% of water or waste water charge (up to a maximum of £5,594.40) |
| £24.86 |
| £24.86 |
About these standards
These standards are based on the default standards set by our regulator, the Water Industry Commission for Scotland.
Standards of Service for England
| GSS Regulation | GSS Payment | Late payment penalty |
|---|---|---|
| £40 | £40 |
| £50 | £40 |
| £50 Up to five payments per financial year . Automatic £250 a year payment for customers with ongoing low pressure | £40 |
| £100 | £100 |
| £100, and £100 for each subsequent 12 hours (up to cap of twice your annual water supply charge) | £100 |
| £40 | £40 |
| £40 | £40 |
| Payment equal to annual sewerage charges (Minimum payment of £300, maximum of £2000) For repeated incidents in the same rolling 12 month period, the minimum increases by £100 per repeat occurrence and the maximum by £500 per repeat occurrence. | £100 |
| Payment equal to 50% of annual sewerage charges (Minimum payment of £150 and a maximum of £1000) For repeated incidents in the same rolling 12 month period, the minimum increases by £50 per repeat occurrence and the maximum by £250 per repeat occurrence. | £40 |
(*) Supply not restored within time notified (planned work) or when supply is interrupted for an extended time under unplanned/emergency situations.
About these standards
These standards are based on the minimum standards of service and minimum payments to which customers are entitled, as laid down by the Government. In some cases, we will pay out more.
Complaints
If you’re not happy about our service for any reason and you want to make a claim against these service standards, let us know.
