Dee Valley Water - Codes of Practice

All Codes of Practices that Dee Valley Water adheres to will be published here and will be updated frequently.

• Collection of Unpaid Charges - Household Customers
  Dee Valley Water provides high quality water to properties 24 hours each day, 365 days of the year. Water services must be paid for promptly. We appreciate the difficulties some customers may face paying bills and we will do all that we can to agree the most suitable payment arrangements.
  This leaflet explains how we can help. It also sets out what will happen if you do not pay. Please contact us if you have payment difficulties as prompt action allows us to help you.
  
  
• Leakage at Domestic Household Premises
  Dee Valley Water has 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 & conservation enclosed with your initial bill). Leaks from customers pipework are their responsibility. However we can provide assistance where required.
  
  
• Domestic Customers
  The Water Industry Act 1991 enables all public water supply and sewerage services in England and Wales to be provided by private sector companies and provides for a strengthened framework of customer protection.
  Your individual statutory rights are maintained and strengthened under this Act, for example, you can take civil action against us for any loss or damage sustained if we fail in our duty under the Act to supply water for domestic purposes. In addition to respecting your statutory rights, the Company as a policy will seek to answer complaints quickly and fairly taking due account of circumstances.
  
  
• Guaranteed Standards Scheme
The Company is committed to providing an ever improving standard of service to our customers. The Company operates a Guaranteed Standards Scheme which exceeds the guidelines set out by the Director General of the Office of Water Services (OFWAT). Failure by us to meet these standards may entitle you to a compensation payment which will be credited to your account or paid directly to you. No direct payments will be made if your account is more than 6 weeks in arrears.


• Code of Practice on Enforcement of Water Supply (Water Fittings) Regulations 1999.
The Water Supply (Water Fittings) Regulations 1999 (SI 1506) exist to prevent waste, misuse, undue consumption and erroneous measurement of water. As your supplier, Dee Valley Water is responsible for their enforcement.

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