Planned: If we have to carry out planned work which involves interrupting your water supply for more than four hours, we will let you know at least 48 hours before the interruption will happen and when we expect the supply to be restored.
If we fail to correctly notify you of the interruption correctly or if the supply is not restored in the stated time we will credit your water services account with £25.
Unplanned: Clearly we cannot notify you before an unplanned interruption such as a burst, but we aim to restore your supply within 12 hours or, in the case of a large mains burst, within 48 hours.
If the interruption extends beyond that we will automatically compensate you for this and each additional period of 24 hours during which the interruption continues.
If we believe the interruption period is going to be significant, we will, where possible, arrange an alternative supply.
If we fail to restore the supply within 12 hours (or 48 hours in the case of a large mains burst), we will credit your water services account with £25. Another payment of £10 will be made for each additional period of 24 hours during which the interruption continues.
It can be difficult to identify all properties affected by an interruption. In case you have been affected by an interruption but we have not contacted you, to obtain any compensation due you must make a claim (either orally or in writing) within three months following the date on which the supply was interrupted or cut off.
If we were aware you had been affected by an interruption, you may be entitled to a further penalty payment of £20 if we fail to advise you of the compensation due to you within 20 working days of the date of interruption.
If you experience three or more unplanned interruptions lasting more than 15 hours in total within a 12 month period, you can claim £25.