Pressure and Flows

The Company is obliged to supply water at a pressure which will ensure water reaches the topmost storey of every building; unless the building is at such a height that water will not flow to it by gravitation from a reservoir or tank. This is not a minimum service target. This is subject to its right to reduce pressure or interrupt the supply for exceptional local peaks in demand or when prolonged periods of high demand are experienced. If water pressure falls below 7 metres static head for an hour or more on 2 separate occasions within a 28 day period, then customers are entitled to claim a compensatory payment. Claims will be verified by reference to continuous pressure monitoring records and by tests undertaken by our inspection team. Please ensure that the Company is aware that you are experiencing problems.

Currently we are able to satisfy the minimum pressure, however, this may not be achieved during essential maintenance work, but notice will be given to domestic customers if this should apply.

In almost all cases this will mean that:

(a) water will rise to and fill a cold water storage tank at second floor roof level.

(b) the minimum flow at the cold water tap in the ground floor kitchen will be 9 litres per minute - this is equivalent to filling a one gallon bucket in 30 seconds.

Pressure and flow rates in your home can be affected by a number of factors:-

• the height of the property above the water main and its height relevant to the supply reservoir or local booster pump etc;
• the condition of the service pipe;
• whether the property shares a service pipe with other properties; and peak demand conditions;
• if you think the pressure of supply to your property is low, you should contact the Company who will take the necessary tests to determine the cause of the problem;
• if the low pressure is as a result of a blockage in the Company's supply pipes, we will replace these free of charge and advise you of the new pressure readings. We would normally make a charge for work carried out on customers' pipes.

In emergency situations or unavoidable incidents caused by third parties, pressure and constancy of supply may be disrupted without notice. In such cases every effort will be made to return supplies to normal as soon as possible, and all reasonable steps will be taken to inform the customers of remedial action being taken.

Information can always be obtained from our control room which is manned 24 hours each day. (Tel.01978 846946)

If there are any unforeseen problems with your water supply, you will be advised by the Company on what action you should take. Local press, radio and television, together with leaflets and public address systems on our vans will be used as necessary to keep you informed.

If your local supply system fails we must restore your supply as soon as possible. Our target is to do so with reasonable urgency; but the larger mains are most difficult to repair and it can take longer. If the interruption lasts longer than 24 hours we must provide you with an emergency supply - normally from standpipes or bowsers.

You will normally get at least 48 hours written notice of a major interruption, however, where the interruption is likely to be less than one hour's duration, you may receive less than 24 hours written notice. If interruptions of less than 30 minutes are planned and the disruption is therefore slight we won't tell you in advance. This will normally occur between midnight and six o'clock in the morning when the Company is testing sections of mains for leaks. If this is likely to cause you a specific problem please contact the Control Room.