Every year, we publish a new schedule of charges that we agree beforehand with our economic regulator Ofwat.
Our customer service commitment
As a company that’s owned and managed on behalf of our customers, we go as far as possible to get it right first time, every time, but sometimes things go wrong.
Here's our promise to you when things go wrong: we will put it right as quickly as possible and where we fail to meet our levels of service we will give you an apology (including our plans to prevent it from happening again) and financially reimburse you.
You can find all details of our reimbursements and when they will be made here. These payments will be automatically made, so there’s no need to claim.