Notifying you about planned work that will interrupt your supply for four hours or more.
You should expect a high level of service from us. Sometimes though, things can go wrong.
We promise that if we fail to meet agreed standards in the following areas of our business we will pay compensation equal to or above the minimum required by our regulator, Ofwat.
Bills
£40 for not dispatching at least two bills, which can be either an estimated or actual reading, to a metered customer in 12 calendar months.
£40 if we do not tell you within five working days that we cannot accept your request for a change of payment method.
Appointments
£40 or £50 if we do not meet guidelines for making, keeping and cancelling appointments.
Interruptions to water supply
£40 or £50 depending on your type of premises, if we do not meet guidelines for;
Notifying you about planned work that will interrupt your supply for four hours or more.
Restoring your supply in an emergency situation such as a burst water main
Low pressure
£50 if you experience persistent low pressure over a period of 28 consecutive days on at least two occasions lasting one hour or more. We aim to ensure that your water pressure is no less than our target of 1 bar at the boundary of your property. We will arrange flow tests at your boundary and remedy as necessary with our equipment.
Complaints
£40 if we do not respond to a written complaint or bill enquiry within 10 working days from receipt.
Ofwat's summary of payment amounts that apply in England
| GSS Regulation | GSS Payment | Late payment penalty |
| Appointments not made properly | £40 | £40 |
|
Appointments not kept |
£50 | £40 |
| Incidences of low water pressure | £50 Up to five payments per financial year . Automatic £250 a year payment for customers with ongoing low pressure |
£40 |
| Less than 48 hours’ notice of planned supply interruption of more than 4 hours | £50 | £40 |
| Supply not restored on time* | £50, and £50 for each subsequent 12 hours (up to cap of twice customer’s annual water supply charge) | £40 |
| Account queries not actioned on time | £40 | £40 |
| Requests to change payment arrangements not actioned on time | £40 | £40 |
| Complaints not actioned on time | £40 | £40 |
| Core priority services**:
Failure to inform the customer if they are added to the Core Priority Services Register |
£100 | £40 |
| Core priority services**:
Failure to deliver Core Priority Service to customer during incident |
£100 | £40 |
| Domestic customer in arrears**:
Failure to give the customer an ‘outstanding charges notice’ and an opportunity to make payment arrangements or make representations ahead of giving information on customer default to credit reference agency, or commencing legal proceedings |
£150 | £40 |
| Moving to Measured Charging Supply of Water**:
Failure to install a water meter upon request within relevant time and then begin to charge the customer on the basis of the volume of water used |
A sum equal to the charges payable by the customer for the supply of water (a) beginning with the day after the anticipated measured charging date, and (b) ending when the English service provider begins to charge by measure. | £40 |
| Reading of meters**:
Failure to read a customer’s water meter (excluding smart meters) at least once every 13 months |
a) £40, if it is the first time that the company has failed to read the customer’s meter as required (b) £80, if it is the second or subsequent time that the company has failed to read the customer’s meter as required. | £40 |
| Water quality notices**:
If a water quality notice is served and supply is not restored by the end of a 48-hour period. |
£40, with a supplementary £20 for each number of complete 24 hour periods after the initial 48 hour period during which the quality of supply is not restored (up to cap of the sum of the water supply charges payable by the customer for the financial year in which the notice is served) | £40 |
* Supply not restored within time notified (planned work) or when supply is interrupted for an extended time under unplanned/emergency situations.
** These standards came into force on 1 October 2025.