Our five year business planComplaints procedure
At Cambridge Water, we are committed to providing the best possible service at all times. We would like to hear from you if you are dissatisfied with any aspect of our service.
We value and act on your comments to improve the way that we deal with our customers in the future. Whatever your problem or complaint, please tell us about it. We will look into it promptly and try to resolve it to your complete satisfaction.
When we receive a complaint, we have set in place a procedure that will ensure that your complaint is heard or read, and handled by the most appropriate person. If you are not happy with their response, our automatic escalation procedure ensures that a senior member of the company will handle your complaint.
Your sewerage service is provided by Anglian Water. Cambridge Water bills and collects on their behalf. If you have a complaint about your sewerage service please contact them on 08457 91 91 55 or write to them at: Anglian Water Customer Services, PO Box 10642, Harlow, Essex CM20 9HA
Our staff
Our staff are trained to deal with your complaints and to handle all your problems courteously and efficiently. The training that we provide ensures that they have a thorough knowledge of the Company's procedures and give the highest quality of service.
Making a complaint
Stage 1: Please submit your complaint in writing to Customer Services, Cambridge Water, 90 Fulbourn Road, Cambridge CB1 9JN or email us here
The customer services team will ensure that your problem or complaint is passed to the person most qualified to handle it.
If your complaint is in writing (this includes complaints received by fax or email) we will log your complaint and reply to it within 10 working days of receiving the complaint. Please include your phone number, as we may need to call you to ask for further clarification of the problem or to arrange a visit in order to carry out an investigation.
Stage 2: If you are not happy with the reply
We hope that you will always be satisfied with our response. If you are not, we would like to hear from you. Please write to: Customer Service Manager, Cambridge Water , 90 Fulbourn Road, Cambridge CB1 9JN
Stage 3: Independent Review
If you are dissatisfied with the way that Cambridge Water has dealt with your complaint you can refer the matter to the Consumer Council for Water (CCWater).
CC Water is a non-departmental public body established on 1 October 2005 under the Water Act 2003 to represent consumers of water and sewerage services in England and Wales. CCWater was set up to focus on the issues that matter to consumers of water and sewerage services. This includes the investigation of complaints against the water companies.
Please contact:
Consumer Council for Water, Henry Giles House, 73 Chesterton Road, Cambridge CB4 3GB. Tel: 0845 795 93 69 or 01223 32 38 89
Fax: 01223 32 39 30
If you are unhappy with the way CC Water Eastern has handled your complaint you should write to:
Consumer Council for Water, Victoria Square House, Victoria Square, Birmingham B2 4AJ
This does not apply in all circumstances but the result of successful mediation would be a mutually agreed resolution to the complaint.
Disputes determined by the Water Services Regulation Authority (Ofwat)
Under the Water Industry Act 1991, either you or we can refer certain disputes to the Water Services Regulation Authority for determination. Those that can be referred are:
- Connections to water mains and associated works
- Payment of disconnection charges
- Requirement to maintain pressure and supply
- Installation of meters
- Separate service pipes
Under the Guaranteed Standards Scheme, the Water Services Regulation Authority has the power to resolve any dispute between Cambridge Water and our customers. The Water Services Regulation Authority's decision is final and binding.
Arbitration
Under the Water Industry Act 1991 some disagreements will be decided by an arbitrator to be agreed between us. If we cannot agree, the appointment of an arbitrator will be in accordance with the provisions of the Act. Disagreements that can be referred are:
- Conditions for water main requisition
- Regulations for preventing contamination of water and regulations relating to water fittings
- Water meters
None of the above affect your rights to instigate legal proceedings in the County Courts.
We act on your complaints
All your complaints are logged and reviewed regularly by the directors and senior management of the company. They review the speed and response and the pattern of complaints to plan where improvements need to be made to our service to you.
The Consumer Council for Water Eastern will audit a number of your written complaints. The Committee will provide recommendations for improvements where appropriate. Cambridge Water values its feedback and has, to date, always acted on their recommendations.
This procedure is the result of consultation with and approval from the Water Services Regulation Authority. A copy of this complaints procedure is included with all written replies.
