If we plan to work on the pipes that get water to your home, we’ll do our best not to disrupt you. We may have to shut off the water to your home at some point and, if we need to do this, we will always try to:
- make you aware of our plans several weeks in advance, so you are prepared
- write to you to confirm the times when we expect your water to be turned off. If your water is going to be off for more than four hours, we’ll give you written notice, at least 48 hours in advance
If we're unable to give you 48 hours' notice and your water will be off for more than four hours, then we’ll pay you £25. And, if we can’t restore your water supply within the times we set out in our written notice, we’ll also pay you £25 - plus another £10 for every additional 12-hour period we leave you without water.
Sometimes pipes can burst without warning and will need emergency repairs. We'll still do our very best to let you know what’s happened by popping a card through your door, using news bulletins on your local radio station and through social media channels. We’ll also keep you up to date on the planned works section of our website.
Where local water pipes have failed, we do our very best to restore your water supply within 12 hours and, where we can, we will always try and isolate the pipe and bring you water from other parts of the network while we fix it. Sometimes the repairs we need to make can be complex and it may take us a lot longer than you would like. If your water doesn’t come back on within 12 hours, we’ll pay you £25, plus another £10 for every additional 12-hour period that we leave you without water.
Repairs to our major water mains may take longer and if your supply doesn’t come back on within 48 hours we’ll pay you £25, plus another £10 for every additional 12-hour period that we leave you without water.
When we do need to fix a major water main, which might supply lots of customers, we’ll make other sources of water available to you (this might be our water on wheels tankers in the street) within 12 hours. If we don’t, you can claim £20 in compensation.
If you're registered for our Priority Services and would find it difficult getting water from a tanker in the street, we'll deliver you supplies of bottled water until things get back to normal.