Our goal is to always provide you with the best service possible, and we work hard to guarantee that each and every one of our customers receives consistently excellent service.
Our Customer Promise, also know as our Guaranteed Standards of Service, which encompass all requirements established in official government regulations, serve as the foundation for our commitment.
If we fall short of our standards promised to you, we’ll compensate you inline with our guarantee. Details of the standards set out in government regulations, our guaruntee, and our complaints procedure can be found below.
Appointments
When we make an appointment to visit you, we’ll offer you either a morning (before 1pm) or afternoon appointment. Alternatively, you can request an appointment within a 2-hour period. We aim to meet all our appointment times but if we do have to change it, we’ll give you at least 24 hours’ notice.
If we fail to follow the standards for making appointments, we’ll credit £40 to your account. If we don’t provide sufficient notice for cancellation, or attending outside the agreed timeslot we’ll credit £50.
Payments won’t apply if the appointment is cancelled with less than 24 hours’ notice due to circumstances beyond our control, for example extreme weather conditions, strikes or the actions of a third party.
If we fail to credit your account within 10 working days, we’ll make an additional £40 payment to your account.
Complaints, account queries and requests to change payment arrangements
If you make a complaint about your water supply or sewerage services or make a query about the accuracy of your account, we’ll respond within 10 working days. If we fail to respond within the required timeframe, we’ll automatically credit your account with £40.
If you contact us to change your payment method and if for any reason it is not possible to make your request, we’ll notify you within five working days of receiving your contact.
Should we fail to respond within the required timeframe, we’ll automatically credit your account £40.
If we fail to credit your account within 10 working days , you’ll be entitled to an additional £40 penalty payment credited to your account.
To ensure we can reply promptly please ensure you include your name, address, email or telephone number and details of your complaint or query when contacting us. Without these details your query or complaint won’t be valid, and we may need to contact you for further details.
Planned interruptions
Occasionally we need to turn off the water supply to carry out our essential, planned work. We’ll let you know in advance and tell you when the supply will be restored.
For interruptions of more than four (4) hours, we’ll give you at least 48 hours’ notice in writing. We’ll restore the supply by the time stated in the notice.
If we fail to correctly notify you of the interruption or if the supply is not restored within the stated time, we’ll credit your water services account with £50, with an additional £50 payment for every 12 hours that you remain without water, up to a maximum payment of twice your annual water supply charge.
If we fail to credit your account within 20 working days, we’ll make an additional £40 payment to your account.
Unplanned interruptions
Where the outage is considered an emergency, the notification requirements are not applicable. However, we’ll ensure you’re notified as soon as possible, including predicted restoration times, location of any alternative supplies and our contact details should you require further information.
After an emergency or unplanned interruption, we aim to restore supplies within 12 hours of becoming aware of the interruption.
If we fail to restore your supply within 12 hours, we’ll credit your water services account with £50, with an additional £50 for every 12 hours that you remain without water.
It’s sometimes difficult to know who has been affected by these interruptions. If you were affected and we’ve not credited your account, please contact our Customer Service Team within three (3) months of the interruption.
If we fail to credit your account within 20 working days for any interruption to supply, you’ll be entitled to an additional penalty payment credited to your account.
If you’re registered for our Priority Services scheme and would find it difficult to obtain an alternative supply of water, we’ll provide you with bottled water in emergency situations. Visit our Priority Services page or call us on 0333 009 5213 to register.
Water pressure
If your water pressure falls substantially below normal, please let us know. We’ll first check whether this is due to an operational fault (like a burst main).
If we’ve identified the pressure at the point our network connects to your supply pipe is below seven meters static head for at least one hour on two separate occasions within a 28-day period, you’re automatically entitled to a £50 payment up to a maximum of 5 times per year.
If you’ve experience ongoing low pressure issues, we’ll automatically credit your account with £250 for the year.
These payments don’t apply if the drop in pressure is related to drought order restrictions or are associated with emergency work, such as a burst main, planned work on our water mains or problems with your own pipework.
It’s sometimes difficult to know who has been affected by low pressure. If you were affected and we’ve not credited your account, please call us within three months of the issue.
If we fail to respond within 20 working days of the issue being raised, we’ll automatically credit your account with £40.
Internal sewer flooding
Where sewage flooding enters your home, we’ll automatically refund your sewage charge for the year (minimum payment of £300, maximum of £2,000 per incident).
If you experience internal sewer flooding again within 12 months of the first incident, the minimum payment amount increases by £100, and the maximum payment amount increases by £500. For example, compensation payments for a second incident would be a maximum payment of £2,500 or a minimum payment of £400, and for a third incident would be a maximum payment of £3,000 or a minimum payment of £500.
Where we credit your account automatically for internal sewage flooding, we’ll do so within 20 working days of the date of the claim. If we fail to meet this timescale you’re entitled to an additional penalty payment of £40.
Payments won’t apply if:
External sewer flooding
Where sewage flooding enters your land or garden, we’ll automatically refund 50% of your sewage charge for the year (minimum payment of £150, maximum of £1,000 per incident).
If you experience external sewer flooding again within 12 months of the first incident, the minimum payment amount increases by £50, and the maximum payment amount increases by £250. For example, compensation payments for a second incident would be a maximum payment of £1,250 or a minimum payment of £200, and for a third incident would be a maximum payment of £1,500 or a minimum payment of £250.
Your claim will only be valid if you were materially affected by the sewage flooding incident to your land or garden. You’ll therefore need to show or explain the effect of the sewage flooding when you make a claim.
If you’re affected by both internal and external sewage flooding in the same incident, we’ll only pay you for the internal sewage flooding incident. You’ll not receive an additional payment for the external sewage flooding.
Where we credit your account automatically for external sewage flooding, we’ll do so within 20 working days from the date of the claim. If we fail to meet this timescale you’re entitled to an additional penalty payment of £40.
Payments won’t apply if:
Reading water meters
All properties within our supply area are metered. We’ll read your water meter at least once every 13 months. This doesn’t apply if you have a smart meter, which we read remotely, meaning we don’t need to visit your home to take a reading. If we don’t meet this frequency, we’ll pay you £40 for the first missed reading and £80 for each subsequent missed reading.
For customers with additional needs, who are having difficulty reading their meter and would like it relocated, we’ll carry out a free survey. If it’s possible to move the meter, we’ll move it free of charge. If we’re unable to move it, we’ll let you know why.
If we fail to respond within 20 working days of the issue being raised, we’ll automatically credit your account with £40.
Priority services
The Priority Services Register is a free, UK wide support service which ensures additional help is available when you need it, this may be due to ill-health, age, disability, communication difficulties, mental-health problems or financial difficulty.
You can register with our priority services of find out more information from customer services team on 0333 009 5213 or visit our Priority Services page. Once registered we’ll send you a notice detailing the services available to you as a priority services customer and additional help we can provide during incidents. The notice will confirm if your circumstances mean you’re eligible for our core priority services.
If you’re eligible, core priority services include:
If you have been included within our Core Priority Services Register and we don’t provide notice of inclusion within 30 days, or we fail to provide the services offered during an incident or within the indicated timescales, you’re entitled to a £100 account credit.
If we fail to respond within 20 working days of the issue being raised, we’ll automatically credit your account with £40.
Water shortages
If we’ve to interrupt or cut off your supply due to a drought order we will, except in exceptional circumstances, automatically pay you £10 for each day or part day your supply is interrupted, up to a maximum of the average household bill for the previous year.
Water quality notices
Where a water quality notice is served and supply isn’t restored within 48 hours, we’ll credit your account with £40, with an additional £20 payment for every 24 hours that follow without the notice being lifted.
The maximum payment is capped to the sum of your annual water supply charge for the financial year in which the notice is served.
If we fail to respond within 20 working days of the issue being raised, we’ll automatically credit your account with £40.
Household customer in arrears
If your account is in arrears (debt), we’ll start a debt recovery process. Part of this process requires us to send two “outstanding charges notices” to give you an opportunity to make payment arrangements or representations.
If we fail to do this before we start legal action or share the arrears information with credit reference agencies, we’ll pay you £150.
If this isn’t paid within 20 days, you’d be entitled to a further £40.
Exceptions
In certain circumstances it will be impractical for us to meet our service standards. In such cases you’ll not be entitled to a payment. Examples of where exclusions may apply are:
Where a payment is made, it does not act as an admission of liability for any other purpose. Similarly, its acceptance by the customer won’t affect any other liability owed to them.
Any disputes arising in relation to the Guaranteed Standards Scheme may be referred to Ofwat for determination. Its decision is binding.
Complaints: Stage one
Tell us what’s wrong, so we can put it right.
The first stage is to contact us. The easiest way is to call us and speak to one of our friendly customer service advisors who’ll try to fix the issue straight away. However, if we can’t, we’ll aim to call you back as soon as we can, or at a time convenient for you. We aim to resolve all complaints at this stage. If you’re unhappy you can escalate your issue for managerial review.
Complaints: Stage two
Your case will be escalated to a manager or our complaint review team for review.
Hopefully, we’ll have resolved your issue at stage 1. If we haven’t, we’ll be happy to review your case. Our customer care team will carry out a review and let you know the outcome. Our team may contact you during this review to talk through your case. If we’re still unable to resolve your complaint, your case can be referred to the Consumer Council for Water (CCW).
Complaints: Stage three
CCW Independent review.
If we’ve reviewed your case but not resolved your issue within eight weeks, or you think we can provide more help, we’ll refer to you CCW. You can write to them at: CCW, 23 Stephenson Street, Birmingham, B2 4BH.
You can also call them Monday to Friday on 0300 034 2222 or find out more at ccw.org.uk.
More details of our guarantee and our complaints procedure can be found in our Customer Promise and Complaints Code of Practice documents.
If you think you may be due a payment as part of our Customer Promise, please get in touch.
Phone: 0333 009 5213
Email: [email protected]
Post: Matrix Water, Rocfort Road, Snodland, Kent, ME6 5AH
Customer Service team: 0333 009 5213
Emergency team: 0330 043 2320
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