Dee Valley Water and its staff are committed to providing customers with a service which represents value for money at all times. If we have failed in ANY way to deliver a satisfactory product or service we would expect you to complain. In the event of a complaint we will act promptly and at the highest level in our attempts to resolve the matter to your satisfaction.

We operate a number of Codes of Practice which have been agreed with the Director General of Water Services. These Codes of Practice are available below. Should we fail to honour any of our standards we will automatically credit your account with the sum of £10.00.

Guaranteed Standards

We undertake to keep appointments at the time arranged with you. We will respond fully to written complaints within 10 working days. We will restore supply within 12 hours in the event of an unplanned interruption or within 48 hours if a strategic main is involved.

Click to view Guaranteed Standards

Domestic Customers Code of Practice

This tells you about our services and our approach to customers’ needs.

Click to view Domestic Customers Code of Practice

Leakage at Domestic Household Premises Code of Practice

If you have a meter installed you will normally pay for all water that passes through the meter. Where possible we carry out a leakage test when we install the meter.

The company operates a free leakage detection service. We may also carry out a subsidised repair on private underground supply pipes to domestic households where access is possible.

If you require any assistance or advice concerning the efficient use of water, we will carry out a free audit of your water consumption.

Click to view Leakage at Domestic Household Premises Code of Practice

Collection of Unpaid Charges - Household Customers Code of Practice

This explains how we can help and what happens if you do not pay your bill.

It is important that if you have any problem or query that you contact us as soon as possible. We cannot cancel your bill but we may be able to advise how it can be reduced or agree payment by instalments.

Click to view Collection of Unpaid Charges - Household Customers Code of Practice