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Veolia Water Projects - Tidworth | Operational Service


Our guarantees to you

By law we must offer certain standards of service to all our customers and, if we do not meet these standards, guarantee that we will make a payment. In most cases this payment is made automatically. The basic legal requirement is the Guaranteed Standards Scheme. However, in some cases we have chosen to enhance the guarantees. We are committed to providing a high quality service to all our customers and our Guaranteed Standards Scheme is constantly reviewed to ensure we continually improve the quality of customer service provided. Our guarantees include:
  1. payment arrangements
  2. keeping appointments
  3. answering queries about your bill
  4. responding to complaints in writing
  5. responding to special needs enquiries
  6. interrupting and restoring your water supply
  7. flooding from sewers
  8. problems with water pressure.
A more detailed explanation of these guarantees can be found in our leaflet Our Guarantee to you This link will open in a new window. We may not make a payment if we do not meet a specified standard because of circumstances beyond our reasonable control. Such circumstances could include: severe or exceptional weather conditions, strikes, or the action of third parties. Also, in the case of a major burst main, there might be exceptional circumstances where it would be unreasonable for us to restore the supply within the given time. Payments made under this scheme do not affect any legal rights you may have to take action for any loss or damage you suffer. Also, these payments do not mean we admit liability.

How to make a claim

We hope you will never need to make a claim. However, if you do need to make a claim under our Guaranteed Standards Scheme this must be made within three months of the event. In some cases the claim must be made in writing to, in which case please write to:
Veolia Water Projects
Customer Services (Guarantee Scheme)
PO Box 3474
Swindon
SN3 9AF

In other cases you can call us on 08451 482909 to claim. For more details on how to claim and other information about of Guaranteed Standards Scheme please ask for a copy of the leaflet Our Guarantee to you This link will open in a new window.

Disputes about eligibility for a Guarantee Scheme Payment

If you feel we have acted unfairly by denying a payment under the Guaranteed Standards Scheme, you can ask Ofwat, who is the independent Regulator for the water industry, to consider your claim. If you want to do this write to:
Ofwat
Centre City Tower
7 Hill Street
Birmingham
B5 4UA

To view our Guaranteed Standards of Service Click here This link will open in a new window

Complaints Procedure

We hope that you will not have cause to complain about our services. If you do, please refer to our Complaints Procedure


Veolia Water Projects
Kings Place, 5th Floor, 90 York Way, London, N1 9AG