<h1>Guaranteed Service Standards</h1>
<h2>Your Good Service Guarantee</h2>
We have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.

Details of our Guaranteed Standards Scheme are given below.

[accordion title="" open1st="0" openAll="0" style=""]

[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.

<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>
<ul>
 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>
 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>
 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>
 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>
 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>
</ul>
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[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]

[accordion_item title="Notice of planned supply interruption"]

<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]

[accordion_item title="Restoration of water supplies"]

<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>

<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]

[accordion_item title="Minimum pressure standard"]

<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]

[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]

<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>

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[accordion_item title="Household customers that owe Portsmouth Water money"]

<span data-contrast="auto">If you have fallen behind in making payments to us, and we plan to either register a default notice with a single or multiple Credit Reference Agencies, or commence court proceedings, we will send you an outstanding charging notice.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">This notice will provide you with all the information you need to help you understand the outstanding amount, the period to which the charges relate to and how you can contact us. Following this notice we will not progress with any default registrations or court proceedings for 30 calendar days.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If you do not contact us or make a payment, we will send you a second outstanding charging notice giving you further opportunity to contact us and discuss or resolve the outstanding balance.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £150 will be automatically applied to your account.</span><span data-ccp-props="{}">[/accordion_item]</span>

<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Moving to measured charging for supply of water"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>

<span data-contrast="auto">If you request for a meter to be installed at your property, we will install the water meter within 8 weeks from the date of your request.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we fail to install the water meter within 8 weeks, a compensation payment will be made. The amount will be for the value of the water bill you have paid between the end of the 8 week period, and the date the meter was actually installed.</span><span data-ccp-props="{}">[/accordion_item]</span>

<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Reading meters"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>

<span data-contrast="auto">For older, analogue meters, we usually take a meter read every 6 months for billing purposes. Sometimes we may not be able to take a meter reading and your bill may be estimated. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">From 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October we are committing to taking at least one actual meter reading in a 13 month period. The 13 month period commences from either 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October, if the meter was installed prior to this date, or from the meter installation date. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If we continue to fail to take an actual meter reading, an additional compensation payment of £80 will be made for each 13 month period that an actual meter reading is not taken. </span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">There are some circumstances which mean we are not able to read the meter, for example, if a customer refuses to give us access to the meter, or it is obstructed. In these instances, no compensation payment is due.[/accordion_item]</span>

[accordion_item title="Complaints"]

<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>

<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>

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<h2>Code of Practice</h2>
Our Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>