When we carry out improvements
to the water system, we may need to interrupt
your water supply for a short time. We will
always give you at least 48 hours written
notice of any planned interruption that may
last longer than one hour. If we give you
less than 48 hours notice of a planned interruption
lasting between one and four hours you may
claim £10.
We will restore the water supply by the time
specified on the written notice.
If the supply is not restored by the time
stated on the notice - £50 will be
paid out to you automatically.
2.
Unplanned interruptions
to your water supply
If a water pipe in your
area bursts, we may have to cut off your
water supply. If we do, we will always try
to tell you how long it will take to restore
your water supply.
When a significant leak is reported, a technician
will come to the site within two hours.
We will repair most leaks within 24 hours.
The water supply will be restored within
12 hours from the time we are first
aware of the interruption or the supply
being cut off.
If the supply is not restored within 12
hours - £50 will be paid out to you
automatically. This does not apply to a
large diameter strategic water main.
If the burst involves a large diameter strategic
water main, restoration of supply could
take up to 48 hours.
If the supply is not restored within 48
hours - £50 will be paid out to you
automatically.
In addition we will pay you compensation
for every subsequent 24-hour period you
are without water - £25 per 24 hours will
be paid out to you automatically.
3.
Exceptional circumstances:
force majeure
Your water supply could
be interrupted because of exceptional weather
conditions, such as drought, and your water
supply interrupted or cut off under a drought
order.
If this happens, you will be paid compensation
of £10 per day. Unless the industry
regulator considers the conditions are so
exceptional that they could not reasonably
have been foreseen.
The maximum entitlement for compensation due
to a drought order, will be the company's
average bill for the preceding year.
