1. Planned interruptions
Sometimes short interruptions are necessary to
carry out improvements to the water system. We
will always give you at least 48 hours notice
of any break that may last longer than 4 hours.
We will restore the supply by the time specified
on the written notice we always provide to you.
Compensation is payable if we fail to restore
your supply within the specified time. You will
be paid compensation of £20.
2. Unplanned
interruptions: bursts and leaks If one of our pipes bursts, the water supply
may have to be turned off. We will try to tell you
how long it will take to restore your supply. Usually
it will be restored within 12 hours of our first
becoming aware of the interruption.
If the interruption
has been caused by a leak/burst on a strategic main
we will restore your supply within 48 hours. If
we fail to restore your supply within 12 hours we
will automatically pay you compensation of £20.
Also we will pay compensation for
every subsequent 24 hour period without water. When
a significant leak is reported we will visit the
site within 2 hours. We repair most leaks within
24 hours even if they do not cause an interruption
to your supply.
Usually all the pipework on your property
is your responsibility. This pipework, known as
the supply pipe, starts from the stopcock or stop
valve in the pavement outside your property boundary
and runs into your home.
3. Exceptional conditions
Our planning takes account of variations in rainfall
and copes with unusually dry weather.
Prolonged periods of low rainfall
may eventually affect your water supply, although
we would do everything in our power to avoid imposing
restrictions.
In the event of
restrictions following exceptional weather conditions,
you could be entitled to compensation if the water
industry regulator considers that the restrictions
could have been avoided. Such compensation would
amount to £10 for each day or part day during
which the supply to your property is interrupted
or cut-off. The amount payable to you in any year
would not exceed the average water bill payable
by our household customers in the last financial
year.
Flooding If one of our pipes bursts and causes loss or
damage to your property we are liable to pay compensation
whether or not we have been negligent in our work.
Claims are dealt with through our public liability
insurance and are negotiated by loss adjusters.
If you have your own home insurance you may be able
to claim from them and they will reclaim costs from
us.
As soon as we are aware of a problem
we will offer you practical help with clearing up.
If you are on a meter, we will give you water free
of charge to help you clean your property. If you
have particular difficulties please let us know.
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the following customer service subjects:
