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Our service standards

We monitor our performance against a range of service standards for self-lay connection work.

In common with other water companies, we report this to Water UK, who publish the performance levels quarterly.

If you tell us we’ve failed to achieve any of the service standards, we’ll investigate. The document below shows what we’ll do if we’ve missed the target, and it’s not for reasons outside our control.

In line with the requirements of Ofwat's new code for adoption agreements, we’re working with Water UK and all other companies to determine appropriate and consistent redress arrangements across the sector.

For further details on these service levels, and the latest reports, see Water UK's website.


We try our best to get things right first time but realise that we occasionally don’t achieve the high standards we set ourselves.

If you’re concerned about any aspect of our service, please email us. We’ll reply to your complaint within five working days of receiving it and we'll give you the contact details of the case manager dealing with your complaint.