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Below are a list of links to our online forms and helpful advice.

If you would like any of the information in large print, braille or audio. Please call us on 0345 357 2406 or complete our priority services form.

Customer Information

Our Core Customer Information document shows how we provide our services to our household customers and information for customers who want to know more about the different services we provide, our charges, how we help and support customers and how they can get in touch with us.

Guaranteed Standards Scheme

We’ll always try and provide you with the best possible service. If we fall short of the standards we set ourselves, we’ll make sure we put it right.

Draft Vulnerability Strategy - Service for All

We're proud to present our vulnerability strategy which sets out our plans for developing the support we currently provide and our ambitions for how we'll meet the challenges and expectations of our customers by being innovative, efficient and developing partnerships for our customers and communities.


Extra information

Bill and account enquiries

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We know how important it is to have the right level of service and how frustrating it can be to wait for a response to your complaint. This is why we have pledged to get back to all our customers within 2 working days by 2025.

We’ll keep you updated monthly with our performance as we head towards this target.

Last month, we got back to our customers within 2 working days.

Complaints procedure (PDF 208KB)
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