Our promise to you

Hartlepool Water has its own Customer Charter and Codes of Practice which set out what you can expect from us and what we will do if we fail to meet any of these standards.

Some of our promises include:

• If it is necessary for us to visit you, we will offer you a morning or afternoon appointment with a two-hour window if requested. If we have to rearrange that appointment, we will give you 24-hours’ notice.
• If we need to interrupt your water supply for planned work, we will tell you when your supply will be restored.
• If your water supply is interrupted because of an emergency, we will restore your supply within 12 hours.
• If you write to us with a query about your bill, we will reply within 10 working days.
• If you write to us and ask to change how you pay and we cannot meet your request we will tell you within five working days.
• If you complain to us in writing, we will respond within 10 working days.
• If you tell us that your water pressure has dropped below normal, we will visit you to investigate within three working days.
• If you tell is about a problem with the quality of your water supply and we take a sample to analyse, we will give you the written results within five working days of the result being known to us.
• We will read your meter at least once per year and send you an invoice within seven working days of the reading.
• If you intend to replace your lead supply pipe, we will replace our section (the communication pipe) at the same time providing you give us 5 working days notice.  

If we fail to meet any of these promises, we will credit £20 to your account, as according to the conditions detailed in our Customer Charter.

Water quality and safety plan

Hartlepool Water provides high-quality water meeting all the standards set out within the Water Supply (Water Quality) Regulations 2000 (as amended), the legally enforceable water quality standards set down in UK law.  

The UK regulations also require us to have a Water Safety Plan to protect the quality of drinking water as it travels from source to tap. The Plan helps us to reduce risks to the quality of your drinking water by ensuring that we carry out proper inspection, monitoring and maintenance of all our assets including boreholes, treatment works, storage reservoirs and water mains. The Plan also helps us to set out our investment needs to improve our assets.  

We also offer advice on how you can protect water quality in your home and where to obtain a leaflet called Looking After Water in Your Home.

Further information of the quality of your water supply may be found within our water quality pages. Alternatively you can call us on 01429 858 061, write to us or visit our offices at 3 Lancaster Road, Hartlepool, TS24 8LW open from 8.30am to 5pm, Monday to Friday, excluding Bank Holidays, or send us an email to enquiries@hartlepoolwater.co.uk  For further information please contact us