How To Claim

The Guarantee payment, or credit, for failure to meet our standards in respect of your request to change payment arrangements, or complaints about our service or supply interruption is made automatically within 10 working days of becoming payable. If the Company fails to make an automatic £30.00 payment within 10 working days of it becoming due, a further payment of £30 will become payable in most cases.

We hope you will never have cause for complaint but if you feel you qualify for £30.00 under one of the above standards and have not received it automatically, you should write within 3 months of the incident giving rise to the claim.

If we fail to meet our guaranteed standard relating to an interruption to your supply you may be entitled to £30.00. Where your water supply is interrupted you may be entitled to a further £10.00 for each additional 24 hours, during which the supply remains unrestored. Furthermore, customers who suffer three or more unplanned interruptions exceeding twelve hours on each occasion during a twelve month period will receive £30.00. Failure to meet our minimum pressure standard attracts a £30.00 payment. If you feel you do qualify you should claim in writing within 3 months of the failure having occurred. Business customers benefit from a higher payment for guarantee standards.

The address to write to in respect of any claim is:

Claims Department
Portsmouth Water Ltd
PO Box 8
West Street
Havant
Hants
P09 1LG

If we cannot accept your claim you are entitled to appeal to:

Water Services Regulation Authority (Ofwat)
Centre City Tower
7 Hill Street
Birmingham, B5 4UA