This policy statement outlines our approach to claims for compensation for loss of customers and profits from businesses affected when we obstruct the public highway to carry out works on our water mains and sewers using our statutory powers.

This statement does not deal with the rules relating to the payment of compensation that apply when water supplies or wastewater services are interrupted.

We are working hard to ensure that all our customers receive the best service we can provide. This means that from time to time, it is necessary to carry out works in the public highway to maintain, repair and renew our water mains and sewers.

For example, a great deal of work has already been done to replace Victorian water mains in London, but there will always be work to do, both in London and throughout our region.

We recognise that these works may cause disturbance and inconvenience to people in the area. We will do all we can to minimise this disruption.

We will consider claims for compensation for loss of profit from businesses directly affected by works that we carry out in the public highway.

The factors used to determine whether compensation is payable to a business include the nature and impact of the works being carried out, and their duration and proximity to the particular business claiming compensation.

Sometimes it is necessary, for health and safety reasons, to close the road that we are working in and to divert traffic.

Whether a business is able to claim compensation will depend on the circumstances of each case and the applicable legal rules.

When a claim is made, our engineers will prepare a report about the works that the claim relates to. Our Legal department will then review the claim and the engineer's report and will determine whether it thinks we are legally liable to pay compensation.

We do not normally pay compensation if the only impact of our works is that potential customers had to follow a diversion to get to a claimant's business or if customers are temporarily unable to park near a business on a street that normally has parking restrictions.

If liability is accepted, we will look at the amount claimed and the claimant's documents that show the amount of the loss. We will normally expect to look at three years audited accounts.

If there is any dispute either as to whether we are legally liable to pay compensation or as to the amount of the claim, there is a procedure under the Water Industry Act 1991 where disputes can be resolved by an independent arbitrator.

If you would like us to send you a claim form, please call our 24-hour Customer Centre on 0845 9200 800 (Textphone: 0845 7200 899).