Customer Redress

The customer redress scheme has been developed against a number of key service measures based upon customer feedback and includes both financial and non-financial elements.

Although we pride ourselves on the service we provide to our customers, on occasion we may fall short. If it is established by us that we have fallen short on a service provided to you, we will offer the following forms of voluntary redress.

Financial – this will cover services that we feel would affect your ability to competitively tender for contestable works or creates a delay to the progress of construction works. The services covered along with the amount offered are covered in the Table 1 below.

When financial redress is applicable, it will be allocated automatically, within 30 working days, back to the customer who made payment to us for the services.

Non-financial – we currently publish quarterly reports on our Levels of Service (LoS) as a percentage figure against each service. From June 2018 we will also include a count of these activities so that a customer can see exactly how we have performed against each measure.

LoS Reference Title Financial Redress Payable

SLPM – S1/1

POC (Stage 1C) – Water Company – Initial Application review

£0

SLPM – S1/2

POC (Stage 1C) – Water Company – Review PoC proposal

SLPM – S2/1b

Design Self-Laid Main (Stage 2) – Water Company – Water Company to Review SLP design application

£275 if United Utilities makes the connection

£282 if the SLP makes the connection

SLPM - S2/2b

Design Self-Laid Main (Stage 2) – Water Company – Water Company to Provide design acceptance

SLPM – S7/1

Make Service Connections (Stage 7 – Part 2) – Water Company – Validate notification and provide consent to progress with connection

£379 if United Utilities makes the connection

£433 if the SLP makes the connection

SLPM – S7/3

Make Service Connections (Stage 7 – Part 2) – Water Company – Install ‘screw in’ meter and record details

£103/plot

The above values are applicable from 1st April 2021 and will be reviewed annually.

To see how our levels of service compare to the other water companies please visit the Water UK website.