Customer Promise


Resolving issues with drains and sewers can be expensive, look at our guidance to confirm who is responsible. 

Our Customer promise sets out the way we will serve you as a valued customer whenever you need to contact us or if we need to contact you.

  • We will make it easy for you to deal with us, using whatever communication method you prefer.
  • If you have a problem with your sewer pipes or drains you will only need to contact us once to get help. One of our team will own your problem until it’s resolved.
  • If you experience a problem and we need to visit your property we will be there within six hours of you contacting us. In an emergency we will aim to attend within two hours.
  • If we need to visit your property we will do so at a time that’s convenient to you.
  • We will keep you fully informed of any work we carry out at your property.
  • When we have finished the work we will give you a full explanation of all work carried out.
  • We will provide advice and guidance on how to look after your sewer pipes and drains to avoid potential future problems.
  • We will provide you with useful updates including details of planned maintenance or forecasted adverse weather that may impact you.  


Do you want to know more about our services or what your responsibilities are?



0345 450 9549

Available Monday to Friday 8AM to 5PM