How we will respond if you are not happy

When you need to talk to us about a problem, it’s best to call us first

Call us on 020 3808 6608, Monday to Friday 9.00am to 5.00pm (excluding bank holidays).

If you call us we will do our best to resolve the matter straight away. If we can’t do this on the phone, we’ll make sure we get enough information from you to investigate further and sort out the matter. This might be because we need to refer your complaint to the water wholesaler responsible for the pipes, sewers and water quality in your area.

What we need to know so we can help

  • Please tell us your business details – business name, address, account number, email address and telephone number
  • Please tell us everything you can about what’s gone wrong
  • The more information you give us, the easier it is for us to fix your complaint first time



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