However, you are entitled to request from us environmental information that we hold. We will respond to your request in accordance with the Environmental Information Regulations 2004.
What Environmental Information can I request?
The Information Commissioner's Office has published guidance on the type of information you can request and what types of request we may refuse. There is further guidance on their website and of course we follow their guidance as appropriate.
How do I make an environmental information request?
Please always give us your contact details, and please be specific about the information you require so that we can respond to you quickly. Also please tell us how you would like us to reply (e.g. by letter or email) and in what format. You can make your request in the following ways, and it will always help if you state that you are requesting environmental information:
- By telephone: 0330 303 0368
- By email: firstname.lastname@example.org
- In writing: Southern Water Services Ltd, EIR requests, Southern House, Yeoman Road, Worthing, BN13 3NX
How long will it take before I receive a response from you?
We will send you a response as soon as possible and normally no later than 20 working days after receiving your request for environmental information.
How much will I be charged for the information I have requested?
We will normally charge £24 for each hour of employee time spent on your request. In addition we will charge 10p for every sheet of paper we need to print or copy as well as the cost of first class postage if you ask for the information to be provided in this format. For large scale or complex requests, we may ask for some or all payment of our charges in advance or by payment in stages.
We will not ask for payment if the information is held by us in a readily available form and/or if is unlikely to take us an hour to respond to your request. We may waive some or all of our charges in other circumstances where this is reasonable.
Is any Southern Water environmental information already available free of charge?
As mentioned above, we already publish a large amount of environmental information, for example:
How we treat wastewater
We will continue to publish environmental information and add more over time. We will learn more about the types of information you require and look to publish environmental information that has been requested by others.
What if I am not happy with the way Southern Water has dealt with my request?
We aim to respond appropriately to your request, and certainly in accordance with the Environmental Information Regulations. If you feel that we have not done this in your case, please in the first instance let our team who responded to you know, so that they can check our actions.
If you remain unhappy with the way we have dealt with your request, please follow our complaints procedure. You should raise your concerns with us within 40 working days of receiving the response to your request.
If you are still unhappy with our response, you can contact the Information Commissioner's Office.