Developer Service Standards

Water companies have delivered on their promise to compile and deliver a key set of developer services standards that can be used to compare performance across the industry.


This will underpin their commitment to support and help accelerate the Government’s house building programme by providing greater transparency to help drive improvements in service levels and performance.


The new service standards measure water company performance in dealing with a broad range of activities which are essential for housing development against levels of service that customers, developers and self-lay providers can expect in relation to the provision of water services infrastructure.


The full set of figures cover 24 water supply and 9 sewerage performance targets for a range of services including enquiries, quotations, connections, design, construction and adoption of developer laid assets across England and Wales. Details of these can be found on the Water UK website.


Quarter One 2018/19 Results 96.53% Service performance within target and activity levels for Requisition and Self Lay.


Quarter One 2018-19 Results 99.58% Service performance within target and activity levels for Self Lay.


The performance figures are available for each company and will be updated quarterly on the Water UK website. We are working with WaterUK to explore a redress scheme that will be used throughout by all water companies.


The Bristol Water Promise sets out the levels of service we aim to achieve. It is our commitment to serving you, our Developer and SLP customers.


Please refer any queries to Head of Development Services Tim St John on


For complaints please refer to our Operational Enquiries and Complaints Code of Practice.


Contact us about developments

All pre-development enquiries and mains applications from developers will be dealt with by our Developer Interface Team who will arrange for any required mains to be designed and priced, terms to be sent and the mains to be installed.

Sharon Ranahan – Developer Interface Manager

All enquiries from self-lay organisations and applications will be dealt with by our Development Services team who will produce or check the design of any required mains.  They will send out agreements and deal with the payments for any non-contestable work.  They will also deal with the asset value payments at the end of the job.

Tim St John – Head of  Development Services

To discuss issues encountered onsite once mainlaying has begun, including changes to the design, you should speak to one of our Network Site Agent.  You will be notified of the person responsible for your site before work commences.  They will inspect the work as the installation progresses, go through your as-laid plans with you, arrange bacteriological testing and attend the pre-start meeting.  Weekly whereabouts should be sent to our Network Site Agent.

Nick Parr – Development Services Operations Manager

You should contact our New Supplies team about service connection issues.  They will inspect the supply pipes before connection, authorise the connection and deal with the invoices and payments connected with the services.

Lynn Hawkins – New Supplies Manager

Please address correspondence to the relevant department at:

Bristol Water
Bridgwater Road
BS13 7AT