Our promise to you, our customers
At Bristol Water we aim to deliver the best possible service to our customers. Our promise sets out the standards of service you can expect from us as your trusted water supplier.
We acknowledge though that sometimes things can go wrong. Below you can find out what compensation you are entitled to, if we fail to meet our high standards.
We will try to make things quick and easy for you, so payments will be automatic, unless stated otherwise.
Issues relating to your water supply
Planned interruptions
We will give you at least 48-hours advance notice if we need to carry out planned work, that will result in an interruption to your water supply up to a 4-hour period. We will restore supplies within the time specified in the letter.
You will receive £20 compensation if we:
- fail to warn you of a planned interruption
- go over the time specified in the notice letter.
We will issue this payment within 20 working days. If we don’t, we will pay an additional £20 for the delay.
Emergency interruptions
i.e. burst water main
If we don’t restore your water supply within 12 hours of being notified of the problem we will:
- compensate you £20, and an additional £10, for each 24-hour period thereafter
- make this payment within 20 working days. If this doesn’t happen we will give you an additional £20 for the delay.
Water Pressure
We will provide you with a good flow to your tap ensuring a minimum of 1.0 bar of pressure. If pressure falls below this on two occasions, without any apparent reason like a burst main or planned maintenance work, and each lasting more than 1 hour within a 28-day period, we will compensate you £25. Let our customer service team know if you’re experiencing this problem
Our promise
Appointments
If you need an appointment, it will be in either the morning or afternoon, or if requested, in a 2-hour slot. We will arrive within the agreed timeframe. If we need to rearrange or cancel this appointment, we will give you at least 24 hours’ notice.
If we fail to do this, we will pay you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Complaints
If you make a written complaint, we aim to resolve it within 5 working days. However, if it requires further investigation we’ll make sure we respond to you within 10 working days from the date you contacted us. If we fail to respond to you within 10 days we will compensate you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Boil notice
We will supply you with water that is safe to drink and meets the stringent water quality standards. If there is ever a need to impose ‘boil water’ precautions, or suspend supplies for water quality reasons and the problem is our fault, we will compensate you £10.
Metering
If you have a faulty meter we will replace it within 20 working days from when we are notified. When we install or change your water meter we will provide written details including the date, the meter serial number and its meter reading.
Bills
If you have enquired about the accuracy of your bill, we will respond within 5 working days of you contacting us, or 10 working days, if a site visit is required. If we fail to do this, we will compensate you £25.
If you request a change in payment method that is not possible, we will respond within 5 working days. If we fail to do this we will compensate you £25.
We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Damage caused by burst mains or leaks
If your property is damaged or flooded because of a burst or leak from a water main, we will clean it up and arrange for an independent appointed loss adjuster to assess your needs and claim. We will reimburse you for clothes stained during washing if it is our fault. If your supply is metered and we agree you need to run water to flush the supply, we will give you £5 towards the water. You need to let us know within 3 months of the incident.
Contact us
Billing:
Tel: 0345 600 3600
Mon-Fri: 08:00-18:00
Sat: 09:00-13:00
Water Supply
Tel: 0345 702 3797
Mon-Fri: 08:00-18:00
Sat: 09:00-16:00
Emergency out of hours available
customer.services@bristolwater.co.uk
Write to us:
Bristol Water plc, Bridgwater Road, Bristol, BS13 7AT
Appointments
If you need an appointment, it will be in either the morning or afternoon, or if requested, in a 2-hour slot. We will arrive within the agreed timeframe. If we need to rearrange or cancel this appointment, we will give you at least 24 hours’ notice.
If we fail to do this, we will pay you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Complaints
If you make a written complaint, we aim to resolve it within 5 working days. However, if it requires further investigation we’ll make sure we respond to you within 10 working days from the date you contacted us. If we fail to respond to you within 10 days we will compensate you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Boil notice
We will supply you with water that is safe to drink and meets the stringent water quality standards. If there is ever a need to impose ‘boil water’ precautions, or suspend supplies for water quality reasons and the problem is our fault, we will compensate you £10.
Metering
If you have a faulty meter we will replace it within 20 working days from when we are notified. When we install or change your water meter we will provide written details including the date, the meter serial number and its meter reading.
Bills
If you have enquired about the accuracy of your bill, we will respond within 5 working days of you contacting us, or 10 working days, if a site visit is required. If we fail to do this, we will compensate you £25.
If you request a change in payment method that is not possible, we will respond within 5 working days. If we fail to do this we will compensate you £25.
We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Damage caused by burst mains or leaks
If your property is damaged or flooded because of a burst or leak from a water main, we will clean it up and arrange for an independent appointed loss adjuster to assess your needs and claim. We will reimburse you for clothes stained during washing if it is our fault. If your supply is metered and we agree you need to run water to flush the supply, we will give you £5 towards the water. You need to let us know within 3 months of the incident.
Contact us
Billing:
Tel: 0345 600 3600
Mon-Fri: 08:00-18:00
Sat: 09:00-13:00
Water Supply
Tel: 0345 702 3797
Mon-Fri: 08:00-18:00
Sat: 09:00-16:00
Emergency out of hours available
customer.services@bristolwater.co.uk
Write to us:
Bristol Water plc, Bridgwater Road, Bristol, BS13 7AT
Appointments
If you need an appointment, it will be in either the morning or afternoon, or if requested, in a 2-hour slot. We will arrive within the agreed timeframe. If we need to rearrange or cancel this appointment, we will give you at least 24 hours’ notice.
If we fail to do this, we will pay you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Complaints
If you make a written complaint, we aim to resolve it within 5 working days. However, if it requires further investigation we’ll make sure we respond to you within 10 working days from the date you contacted us. If we fail to respond to you within 10 days we will compensate you £25. We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Boil notice
We will supply you with water that is safe to drink and meets the stringent water quality standards. If there is ever a need to impose ‘boil water’ precautions, or suspend supplies for water quality reasons and the problem is our fault, we will compensate you £10.
Metering
If you have a faulty meter we will replace it within 20 working days from when we are notified. When we install or change your water meter we will provide written details including the date, the meter serial number and its meter reading.
Bills
If you have enquired about the accuracy of your bill, we will respond within 5 working days of you contacting us, or 10 working days, if a site visit is required. If we fail to do this, we will compensate you £25.
If you request a change in payment method that is not possible, we will respond within 5 working days. If we fail to do this we will compensate you £25.
We will make this payment within 10 working days. If we don’t, we will pay you an additional £10 for the delay.
Damage caused by burst mains or leaks
If your property is damaged or flooded because of a burst or leak from a water main, we will clean it up and arrange for an independent appointed loss adjuster to assess your needs and claim. We will reimburse you for clothes stained during washing if it is our fault. If your supply is metered and we agree you need to run water to flush the supply, we will give you £5 towards the water. You need to let us know within 3 months of the incident.
Contact us
Billing:
Tel: 0345 600 3600
Mon-Fri: 08:00-18:00
Sat: 09:00-13:00
Water Supply
Tel: 0345 702 3797
Mon-Fri: 08:00-18:00
Sat: 09:00-16:00
Emergency out of hours available
customer.services@bristolwater.co.uk
Write to us:
Bristol Water plc, Bridgwater Road, Bristol, BS13 7AT
Don't forget...
If your property is damaged or flooded because of a burst or leak from a water main, we will offer to clean up and arrange for our appointed loss adjuster to assess your needs and claim. We will recompense you for clothes stained during washing if it was our fault. If your supply is metered and we agree you need to run water to flush the supply, we will make an allowance of £5. You need to let us know within 3 months.
