Our complaints procedure is set out below. Please note this is for developers only. If you are a household customer and wish to make a complaint about billing or customer service, please click on the link below.
How our complaints process works:
We aim to resolve all complaints at the first stage, however we do have a complaints escalation procedure detailed below:
Stage 1: You should initially contact the Developer Services Coordinator who is dealing with your enquiry. They will be very happy to help resolve any issues or concerns you might have. Each query is assigned a specific coordinator and their details can be found on any correspondence you have received, however, we would always advise you to copy in developer.services@southeastwater.co.uk(opens in a new tab) aswell as either self lay coordinator Ray Jordan - ray.jordan@southeastwater.co.uk(opens in a new tab) or NAV lead Chelsea Leadley - chelsea.leadley@southeastwater.co.uk(opens in a new tab).
Stage 2: If your concerns are not resolved at Stage 1 it will then be escalated to Senior Technical Leads, Parris Durant - parris.durant@southeastwater.co.uk(opens in a new tab) and Jamie Annis - jamie.annis@southeastwater.co.uk(opens in a new tab).
Stage 3: If we are unable to resolve your complaint at these first two stages, you should escalate your complaint to our Network Service Manager, Rachel Baker - rachel.baker@southeastwater.co.uk(opens in a new tab).
If we fail to resolve your issue you have the right to contact CCW or Ofwat.
Redress for late metrics for non-contestable works
| Ref | Current Metrics | Target | Redress Total |
|---|---|---|---|
| W19.1 | Self-lay point of connection -written acknowledgements issued within a period of 5 days commencing on the day after receipt confirming either that the application is completed or if not , requesting the missing information | 5 | £150 |
| W20.1 | Self-lay Point of Connection reports <500 plots etc. - reports issued. Report to be issued within 21 days commencing on either (i) on the day after receipt of a full application or (ii) the day after the required information has been provided . An application is full when all the required information and any required payment have been received . A Pock enquiry includes any necessary modelling work. | 21 | £500 |
| W21.1 | Self-lay Point of connection reports >500 plots etc. - reports issued .Report to be issued within 28 days commencing on either (i) on the day after receipt of a full application or (ii) the day after the required information has been provided. An application is full when all the required information and any required payment have been received A PoC enquiry includes any necessary modelling work. | 28 | £500 |
| W22.1 | Self-lay design approval and terms request application - written acknowledgements . Issued within a period of 5 days commencing on the after receipt confirming either that the application is complete or if not ,requesting the missing information. | 5 | £500 |
| W23.1 | Self-lay and terms requesting <500 plots etc. quotations. Written terms to be issued within a period of 14 days commencing on the day after receipt of as full application. An application is full when all the required information has been received. Terms include the design approval ,the amount of the asset payment and any amount to be paid by the SLP or Developer . A self-lay Adoption Agreement is to be issued with the terms. Rejections should fully document the reason for the rejection. | 14 | £500 |
| W24.1 | Self-lay and terms requesting >500 plots etc. quotations. written terms to be issued within a period of 14 days commencing on the day after receipt of a full application. An application is full when all the required information has been received. Terms include the design approval ,the amount of the asset payment and any amount to be paid by the SLP or Developer . A self-lay Adoption Agreement is to be issued with the terms. Rejections should fully document the reason for the rejection. | 28 | £500 |
| W25.1 | Self-lay signed agreement - acknowledgements. Issued within a period of days commencing on the day after receipt of the signed agreement | 5 | £500 |
| W26.1 | Self-lay water for pressure/bacteriological testing - provided. Provide a source of supply for pressure and bacteriological testing within (i) 28 days commencing on the day after receipt of a written request or 9ii0 such longer period as may be agreed with the SLP where there are engineering difficulties /requirements for off-site reinforcement/Schedule 13 WIA 1991 constraints or where the SLP requests an extended period. | 28 | 1 To 7 days £100 for each week thereafter £200 to a £2000 limit |
| W27.1 | Self-lay permanent water supply - provided. Provide a permanent supply connection within 14 days commencing on the day following notification in writing of satisfactory pressure and bacteriological testing of the self-lay mains. | 14 | 1 To 7 days £100 for each week thereafter £200 to a £2000 limit |
| W28.1 | Self-lay vesting certificates - issued . Issue vesting certificate and all information for Asset Payments claim (including on part constructed work) within 7 days commencing on the day following notification that the section of main has been connected . | 7 | £500 |
| W29.1 | Self-lay Asset Payments - issued .Make Asset Payment due on all sections of connected mains within 35 days commencing on the day following receipt of a valid invoice claim by the SLP. | 35 | £250 per day |
| W30.1 | Self-lay plot references and costing details. Issue plot reference information and costing details within 14 days commencing on the day following written notification of (service) connections call-off by the SLP. Costing details to specify all charges payable on each service connection, including infrastructure charges and the cost associated with the provision of meters and any fittings procured from the water company. | 14 | n/a - provided W20.1 |
Our redress scheme is a temporary arrangement and has been based on readily available costs information. In line with the requirements of Ofwat's new Adoption Code, we are working with Water UK and all other companies to determine appropriate and consistent redress arrangements across the sector. Our website will be updated on completion of this work.
Contact us
Please call Developer Services on 0333 000 0060(opens in a new tab). Phone lines are open from 08:00 to 16:00 Monday to Friday or send an email to developer.services@southeastwater.co.uk(opens in a new tab).
Alternatively, you can write to us at: Developer Services Department, South East Water, Rocfort Road, Snodland, Kent, ME6 5AH
We will acknowledge within FIVE days and we will investigate your complaint within 10 working days however we will always endeavour do deal with your complaint as soon as possible.
Independent review
If you remain dissatisfied with our review you can ask for a review of your case by the Consumer Council for Water, an organisation independent of the water industry representing the interests of customers.
Consumer Council for Water
1st Floor Victoria Square House, Victoria Square, Birmingham B2 4AJ
Tel 0207 931 8502(opens in a new tab)
Email: enquiries@ccwater.org.uk(opens in a new tab)
Website: ccwater.org.uk(opens in a new tab)
Complaints dealt with by Ofwat
Under the Water Industry Act, there are some specific types of complaint which are dealt with by the water |services regulation authority, Ofwat, rather than by the Consumer Council for water.
These include complaints about our powers to lay pipes on private land, compliance with our main water supply duties or with our licence conditions, or about competition law compliance.
Ofwat
Case management office, centre city Tower, 7 Hill Street Birmingham B5 4UA
Tel: 0121 644 87500(opens in a new tab)
Email: casemanagementoffice@ofwat.gsi.gov.uk(opens in a new tab)
Website: https://www.ofwat.gov.uk/regulated-companies/investigations/making-a-complaint(opens in a new tab)
Decisions made by Ofwat and other third parties
Under the water industry Act, when we cannot resolve certain disputes both you and South east water can ask Ofwat to make a decision. Some disputes may be decided by an independent arbitrator. In certain circumstances you may have the right to make a claim for the loss or damage through the courts.
If you feel your issues have still not been resolved you can contact the Water Redress Scheme https://www.watrs.org/commitments(opens in a new tab)