The Bristol Water Bond for domestic customers sets out the levels of service we aim to achieve. It is our commitment to serving you, our customers. We are required by law to make certain undertakings of service to you – the Guaranteed Standards Scheme. However, where possible, we go further. The Bond includes your basic statutory rights as well as substantial extra customer service commitments we provide in key areas not covered by the regulations.

The Bond covers commitments on:

• water quality, e.g. providing water that is safe to drink
• water supply, e.g. giving you notice of planned cut-offs
• customer service, e.g. answering written complaints within 10 days
• billing/payments, e.g. replying to a query about bill accuracy within five working days

If we fail to meet our commitments to you, then we will try to do so as quickly as possible. In addition, if it is our fault, we will pay compensation. In many matters this is automatic – we will pay compensation without you having to make a claim. In other cases, you may need to make a written claim. In each case the compensation will be at least at the level laid down by legislation – usually it will be more. Generally, we pay £30. For the full details about the level of compensation and whether you need to claim, plus terms and conditions, click here