We have an ongoing programme to improve the mains network, concentrating on the worst problems first.
If we carry out planned work on the mains supplying your property, we will try to minimise the disruption it causes you. However, we may have to shut off the water to your property at some point.
We make the following promises:
- Where we carry out major schemes affecting large areas we will make you aware of our plans several weeks in advance
- When doing work on the mains we will give you written notice of the times between which we expect your water supply to be off
- If the water is to be off for more than four hours we will give you written notice at least 48 hours in advance. If we identify that we have failed to do so we will pay you £25
- If we identify that we have failed to restore your water supply within the times we have told you in the written notice we will pay you £25 plus another £10 for every additional 12 hour period we leave you without water
- If we restore your water supply by the times we have told you in the written notice, but your water has been off for more than 12 hours, you can claim £20 plus another £10 for every additional 12 hours that we leave you without water
Unfortunately on rare occasions pipes may burst and need emergency repairs. In these cases we will be unable to warn you but we will try to let you know what has happened, and the action we are taking. We may use a loudspeaker van to get a message to you, or use cards or local radio.
- Where local mains have failed, we aim to restore your supply within 12 hours. If we identify that we have failed to get your supply back on within 12 hours we will pay you £25 plus another £10 for every additional 12 hour period that we leave you without water
- Repairs to our trunk mains may take longer. If we identify that we have failed to get your supply back on within 48 hours we will pay you £25 plus another £10 for every additional 12 hour period that we leave you without water
- Where we are repairing our major trunk mains we will make other sources of water available to you (such as water tankers in the street) within 12 hours. If we fail to do so you can claim compensation to the value of £20
- If you are registered for our ExtraCare services and you find it difficult getting water from a tanker in the street, we can give you a small amount of bottled water if you call to request it.
For more information contact :
Water supply enquiries
Customer Services
T:0845 746 2200
United Utilities PO Box 453 Warrington WA55 1SE