Complaints procedure

Our job is to help your life flow smoothly

We're working really hard to improve our standards of customer service, but we're not perfect. If you feel we've fallen short please give us a call so we can put things right as quickly as possible.

Contacting us by telephone is normally the quickest way to resolve any problems as we will always try and resolve your issue there and then on the phone. If we can't, we'll take it away for further investigation and respond to you within 10 working days at the latest.

Please call us on the numbers shown below.

Please note we have different phone numbers depending on whether you are a household customer or non-household customer:

Household customers Business and non-household customers

To talk to us about your bill please call: 0345 075 0711

To talk to us about your water or wastewater services please call: 0345 075 0713

Our team is here to help between 8am-8pm Monday to Friday and 8am-4pm on Saturday

If you have hearing or speech difficulties and use a textphone, please dial 18001 before the number.

Please call 0345 072 6072 to talk to us about your bill or your water and wastewater services.

You can speak to a member of our team between 8.30am-5.30pm Monday to Friday.

If you have hearing or speech difficulties and use a textphone, please dial 18001 before the number.

Our complaints procedure booklet explains in greater detail how we deal with your complaint and includes useful telephone numbers and contact addresses.

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