Our commitment to you
We’ll always try and provide you with the best possible service. If we fall short of the
standards we set ourselves, we’ll make sure we put it right.
Interruptions to your Billing queries
water supply l If you write to us to query the accuracy of your
bill or account details, we aim to send a reply
If we are planning to turn off your water supply to
within 10 working days of receiving your letter
carry out works on our network, we will give you as
or email.
much notice as possible, advising you when we
expect to turn your water off and back on again. If we take longer than this to send our reply, we
l If we plan to turn off your water for more than four
will automatically pay you £20.
l If you write to ask us to change the way you pay
hours, we will give you at least 48 hours’ notice. If
we fail to notify you, we will pay you £20 your bill, we will make the change as quickly as
l If we fail to turn your water back on by the time possible. If we are unable to make the change
specified in our notice, we will pay you £30 and a and do not let you know within five working
further £30 for each subsequent 24 hour period you days, we will automatically pay you £20.
have no water.
For unplanned interruptions, for example when your Bank charges
supply is cut off due to a burst water main, we will We’ll reimburse any banking or Direct Debit charges
notify you as soon as practicable when we expect to that you experience as a result of a billing inaccuracy.
restore the supply and any information you may In the unlikely event that a court judgement is
need about alternative supplies. entered against you as a result of our error, we’ll pay
l If your supply is not restored within 12 hours we
you a minimum of £50 too.
will pay you £30, and an additional £30 for each
subsequent 12 hour period you have no water.
Responding to written
complaints
Low pressure Where you have followed our complaints
procedure, we will send you our reply within ten
l If the water pressure in our pipework falls below
working days of receiving your letter or email. If we
seven metres static head (a technical term used to
take longer than this to send our reply, we will
measure water pressure) at the boundary of your
automatically pay you £20.
property on two occasions, each one lasting one
hour or more in any 28 day period, we will To view our complaints process, please visit
automatically pay you £25 affinitywater.co.uk/complaints
l You can only receive one payment under this
guarantee in any financial year (1 April to 31 Payments, credits
March). This guarantee does not apply if the low
pressure is caused by essential work we have to do and exclusions
to our water pipe network, or if there is a drought. l Where we have failed to keep an appointment,
respond to a complaint or change the way you
wish to pay your bill, you may be eligible for a
payment of £20 which we will either pay you
directly or credit your account within 10 working
days of the failure in service
l In all other cases, payment will be made within
20 working days of the failure in service
l If we do not make the payment automatically, a
further penalty payment may also be due.
