Codes of practice

Our Codes of Practice describe in more detail the services we provide, what your rights are as a household customer, and what to do if things go wrong.

They are produced in consultation with the Consumer Council for Water. From time to time we may revise the Codes and update them to include our improvements in our services to you.

If you require the documents in an alternative format like large print, or braille please call our Specialist Support team on 0330 0413394 who will arrange for a copy in a format that works for you.

Our Codes of Practice

2024-2025 How We Handle Your Complaints

202kB, PDF

Code of Practice Pipelaying-2023-24

122.4kB, PDF

Code of Practice for Unpaid Charges from Household Customers 2024-2025

2.3MB, PDF

Code of practice for Leakage-Household Customers 2020-2021

1.1MB, PDF

Code of practice for Leakage-Non Household Customers 2020-2021

188.2kB, PDF