Committed to total satisfaction
We are committed to providing our customers with a high level of service. We have produced a number of Codes of Practice and leaflets which set out our minimum standards of service and explain the responsibilities, requirements and schemes under which we operate. Coincidentally, we’ve provided a handy ‘widget’ that you can use to tell us whether you are ranting or raving about Dee Valley Water – if you look to the right of each page you’ll see a ‘Feeback’ tab which you can use to tell us how we are performing.
Making a complaint
Occasionally, we do not meet our customers’ expectations, if we have failed in any way we would like you to contact us and we will try to rectify the situation.
Contacting us by telephone, is the fastest method for us to resolve your query. You can either telephone our Control Room on 01978 846946, 24 hours a day, 7 days a week to discuss an operational issue (such as if your water supply has been interrupted, or you are experiencing poor pressure or dirty water). If you wish to discuss a billing or charging issue (such as your bill, including the amount or your payment method) contact our Customer Support department on 01978 833200 Monday to Friday 8.00am-6.00pm, alternatively, you can write to us at:
Dee Valley Water plc
You can also email your complaint to firstname.lastname@example.org
Our Customer Complaints Leaflet explains how we will handle your complaint and what you can do if you are not happy with the response we provide.
WATRS – Arbitration scheme for Dee Valley Water customers
From 1st April 2015, there is a new arbitration scheme (WATRS) for customers of water companies. If you wish to complain we have a complaints procedure (described above) which sets out the steps we will take to address any issues you have. If you remain unhappy with our response, you can ask CCWater, the independent consumer body for the water industry to investigate.
If you remain dissatisfied following CCWater’s efforts to resolve your complaint, you have the right to refer your complaint to the Water Redress Scheme known as WATRS.
WATRS is a voluntary alternative dispute resolution scheme to help address the very small number of customer complaints that remain unresolved. WATRS, is designed to provide an independent, impartial and easy to use alternative to going to Court or a Tribunal.
Guidance notes are available on their website or you can ask for a copy to be sent to you by telephoning 0207 520 3801. Their address is:
Centre for Effective Dispute Resolution International Dispute Resolution Centre
70 Fleet Street
Website : www.watrs.org
We have signed up to the scheme’s commitments (which are set out below). A full copy of the Scheme Rules can be found here.
- Commitment to provide WATRS free of charge to customers;
- Commitment to support the principles set out in the ADR Specification;
- Commitment to respect the independence of WATRS;
- Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules;
- Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
- Commitment to provide accurate and reliable information to and co-operate with the WATRS’ adjudicators.
Code of practice for domestic customers
Since the Water Industry Act 1991 all public water supply and sewerage services in England and Wales have been provided by private companies. We operate under a licence that has been granted by the Secretary of State for the Environment and are governed by the Water Services Regulation Authority (Ofwat).
This Code of Practice is designed to inform our domestic customers of the main services we provide, the terms and conditions on which they are offered and our commitments to our customers. It also tells you where and how to get advice and help.
Guaranteed standards scheme
We are committed to providing an ever improving standard of service to our customers. We operate a Guaranteed Standards Scheme, which sets out our minimum service standards and the levels of compensation that we will pay to our customers. Subject to certain conditions, we make automatic compensation payments for a range of issues including missed appointments, failing to respond to written complaints and billing correspondence in a timely manner, poor pressure, planned supply interruptions that over-run, failure to provide notice of planned interruptions.
Code of practice for leakage (household and non-household)
We have a duty to prevent and reduce leakage and promote water efficiency. This document sets out the roles and responsibilities for leaks on customers’ pipework. Subject to certain conditions we can provide a free leak detection service and contribute towards the cost of repair. Customers may also be able to claim back money for water that has been lost through leakage.
We have a duty to prevent wastage and promote the efficient use of water by our customers (please refer to our “Guide to Water Services” detailing water efficiency and conservation enclosed with your initial bill). Leaks from customers’ pipework are their responsibility. However we can provide assistance where required.
Code of practice for collection of unpaid charges (household only)
We supply high quality water to our customers 24 hours a day, 365 days of the year. Water services must be paid for, but we understand that some customers may find paying bills difficult. This Code of Practice explains how we can help and the different payment methods and plans we offer. It also sets out what will happen if you do not pay and where you can get independent advice.
Code of practice for enforcment of Water Supply (Water Fittings) Regulations 1991
The Water Supply (Water Fittings) Regulations 1999 (SI 1506) exist to prevent waste, misuse, undue consumption and erroneous measurement of water. We have a statutory duty to inspect premises for compliance with these regulations.