<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.

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[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="Restoration of water supplies"]

If there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.

If the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.

If the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.

For customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.

Where we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.[/accordion_item]

[accordion_item title="Minimum pressure standard"]

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.

These interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.

We aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 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 payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.

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.[/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="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>