{"id":5198,"date":"2024-03-14T15:15:43","date_gmt":"2024-03-14T15:15:43","guid":{"rendered":"https:\/\/www.iwnl.co.uk\/?post_type=custom_post_projects&#038;p=5198"},"modified":"2026-01-30T11:33:44","modified_gmt":"2026-01-30T11:33:44","slug":"our-guaranteed-standards-scheme","status":"publish","type":"custom_post_projects","link":"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/","title":{"rendered":"Our Guaranteed Standards"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">We work hard to make sure all our customers receive great service. Our promises to you are outlined below. They set out the standards you can expect from us and the payments you may be entitled to if we fail to meet these standards.<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">The rates set out below are aligned to Ofwat&#8217;s standards which can be seen <a href=\"https:\/\/www.ofwat.gov.uk\/households\/supply-and-standards\/standards-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>here<\/strong><\/a>. We will either align to Ofwat, or match any compensation offered by the traditional water company in your area which provides a bulk supply of water to us (whichever is the greatest value).<\/h3>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Summary of payment amounts that apply in England and Wales<\/h2>\n\n\n\n<div class=\"block block-downloads-accordion\">\n    <div class=\"js-downloads-accordion downloads-accordion\" id=\"downloads-accordion-69aa8f54b6f0f\">\n        <div class=\"cards\">\n            \n                                <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-1-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-1-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-1-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 1\">\n                                                                            <span class=\"card-header--button-inner\">Appointments<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-1-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-1-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul style=\"list-style-type: disc\">\n<li>When we make an appointment with you, we\u2019ll offer you either a morning appointment (before 12pm) or an afternoon appointment (after 12pm).<\/li>\n<li>You can ask for an appointment within a two-hour time frame that suits you.<\/li>\n<li>If we need to change your appointment, we\u2019ll give you at least 24 hours\u2019 notice.<\/li>\n<\/ul>\n<table style=\"border-collapse: collapse;width: 100%;height: 364px\">\n<tbody>\n<tr style=\"height: 283px\">\n<td style=\"width: 28.3174%;height: 283px\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4817 size-medium\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-300x200.jpg\" alt=\"An elderly man with his back to the camera opens his front door to another man, who is wearing a lanyard.\" width=\"300\" height=\"200\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-300x200.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-1024x683.jpg 1024w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-768x512.jpg 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-1536x1024.jpg 1536w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-2048x1365.jpg 2048w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-1440x960.jpg 1440w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-720x480.jpg 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-1040x693.jpg 1040w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-695x463.jpg 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_717362431-420x280.jpg 420w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/td>\n<td style=\"width: 71.6826%;height: 283px\">If we do not book the appointment correctly, we\u2019ll pay you \u00a340 (or credit this amount to your account).<\/p>\n<p>If we do not keep the appointment, we will pay you \u00a350 (or credit this amount to your account).<\/td>\n<\/tr>\n<tr style=\"height: 27px\">\n<td style=\"width: 28.3174%;height: 27px\" colspan=\"2\">\n<ul style=\"list-style-type: disc\">\n<li>We will pay you within 10 working days. If we do not pay you within this time, you can claim a further \u00a340 by <a href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\">contacting us<\/a> within three months.<\/li>\n<\/ul>\n<p>If you cancel or miss the appointment, you will not be eligible to receive any payment under this standard.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-2-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-2-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-2-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 2\">\n                                                                            <span class=\"card-header--button-inner\">Account queries<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-2-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-2-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>We\u2019ll reply to any written queries about your account within five working days from the date we receive your letter or email.<\/li>\n<li>If we fail to meet this standard, we\u2019ll pay you \u00a340 (or credit this amount to your account)<\/li>\n<li>We will pay you within 10 working days. If we do not pay you within this time, you can claim a further \u00a340 (\u00a340 for business customers) by <a href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\">contacting us<\/a> within three months.<\/li>\n<\/ul>\n<p>You won\u2019t be eligible to receive any payment under this standard if your query is vexatious, or you tell us that you don\u2019t want to follow up your query.<\/p>\n<table style=\"border-collapse: collapse;width: 100%\">\n<tbody>\n<tr>\n<td style=\"width: 27.1156%\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4818 size-medium\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-300x200.jpg\" alt=\"A woman sitting at a desk with an open laptop and notebook in front of her, she is looking down and writing notes.\" width=\"300\" height=\"200\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-300x200.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-1024x683.jpg 1024w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-768x512.jpg 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-1536x1024.jpg 1536w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-2048x1365.jpg 2048w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-1440x960.jpg 1440w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-720x480.jpg 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-1040x693.jpg 1040w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-695x463.jpg 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-420x280.jpg 420w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/td>\n<td style=\"width: 72.8844%\">\n<ul style=\"list-style-type: disc\">\n<li>If you ask us for a receipt for a payment you have made, we\u2019ll send it to you within five working days.<\/li>\n<li>If you ask us for a copy of a bill, we\u2019ll send it to you within five working days.<\/li>\n<li>If you move out of your property we\u2019ll send you a final bill within five working days of you telling us that you\u2019ve moved (as long as you have taken a meter reading on the day you moved out, or you\u2019re happy for us to use an estimated reading).<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-3-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-3-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-3-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 3\">\n                                                                            <span class=\"card-header--button-inner\">Payment arrangements<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-3-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-3-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul style=\"list-style-type: disc\">\n<li>If you write to us asking to change your payment method and we cannot do this, we\u2019ll tell you within five working days of receiving your letter.<\/li>\n<li>If we don&#8217;t respond to your request within this time, we\u2019ll pay you \u00a340 (or credit this amount to your account).<\/li>\n<li>We will pay you within 10 working days. If we do not pay you within this time, you can claim a further \u00a340 (\u00a340 for business customers) by <a href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\">contacting us<\/a> within three months.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-4-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-4-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-4-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 4\">\n                                                                            <span class=\"card-header--button-inner\">Complaints<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-4-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-4-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <table style=\"border-collapse: collapse;width: 100%\">\n<tbody>\n<tr>\n<td style=\"width: 22.1746%\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-4394 size-medium\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-300x200.jpg\" alt=\"Close up of a woman typing on a smart phone.\" width=\"300\" height=\"200\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-300x200.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-1024x683.jpg 1024w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-768x512.jpg 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-1536x1024.jpg 1536w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-2048x1365.jpg 2048w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-1440x960.jpg 1440w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-720x480.jpg 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-1040x693.jpg 1040w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-695x463.jpg 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/10\/shutterstock_717315007-1-420x280.jpg 420w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/td>\n<td style=\"width: 77.8254%\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul style=\"list-style-type: disc\">\n<li>We\u2019ll respond to all written complaints within 10 working days from the date we receive your letter or email.<\/li>\n<li>If we do not respond to you within this time, we\u2019ll pay you \u00a340 (or credit this amount to your account).<\/li>\n<li>We will pay you within 10 working days. If we do not pay you within this time, you can claim a further \u00a340 (\u00a340 for business customers) by <a href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\">contacting us<\/a> within three months.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p>You won\u2019t be eligible to receive any payment under this standard if your complaint is vexatious, or you tell us that you don\u2019t want to follow up your complaint.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-5-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-5-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-5-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 5\">\n                                                                            <span class=\"card-header--button-inner\">Planned work on the network<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-5-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-5-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p>Occasionally we may need to turn off your water supply to carry out essential, planned work.<\/p>\n<ul style=\"list-style-type: disc\">\n<li>If we need to interrupt your water supply for more than four hours, we\u2019ll give you at least 48 hours\u2019 notice. We\u2019ll also let you know when we expect to turn your water back on.<\/li>\n<li>If we fail to give you notice about planned work, or your water supply is not back on within the specified timeframe, we\u2019ll automatically pay you \u00a350 (\u00a3100 for business customers).<\/li>\n<li>If we do not pay you within 20 working days of the date your water supply was interrupted, we may pay you an additional \u00a340 (\u00a3100 for business customers).<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-6-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-6-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-6-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 6\">\n                                                                            <span class=\"card-header--button-inner\">Unplanned interruptions to your supply<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-6-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-6-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <table style=\"border-collapse: collapse;width: 101.301%\">\n<tbody>\n<tr>\n<td style=\"width: 20.0781%\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-5221 size-medium\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-300x169.jpg\" alt=\"Close up of a burst pipe leaking water, sitting in muddy water.\" width=\"300\" height=\"169\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-300x169.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-1024x576.jpg 1024w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-768x432.jpg 768w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-1536x864.jpg 1536w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-2048x1152.jpg 2048w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-1440x810.jpg 1440w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-720x405.jpg 720w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-1040x585.jpg 1040w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-695x391.jpg 695w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2024\/03\/shutterstock_710223931-420x236.jpg 420w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/td>\n<td style=\"width: 79.9219%\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul style=\"list-style-type: disc\">\n<li>If your supply turns off unexpectedly, for example due to a burst main, we\u2019ll aim to get your supply back on within 12 hours of when we became aware of the problem, except in exceptional circumstances.<\/li>\n<li>If we can\u2019t get your supply back on within 12 hours, we\u2019ll automatically pay you \u00a350 (\u00a3100 for business customers).<\/li>\n<li>For each additional period of 12 hours where we do not fix the supply, we\u2019ll pay you an additional \u00a350 (\u00a3100 for business customers).<\/li>\n<li><span data-teams=\"true\"><span class=\"ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\">If we do not pay you within 20 working days of the date your water supply was interrupted, we may pay you an additional \u00a340 (\u00a3100 for business customers). However, in some cases we may not know that the supply to your property was interrupted. In these cases, you will need to <a id=\"menur60f\" class=\"fui-Link ___1rxvrpe f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn\" title=\"https:\/\/www.iwnl.co.uk\/contact-us\/\" href=\"https:\/\/www.iwnl.co.uk\/contact-us\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\"Link contact us\">contact us<\/a> to claim your payment.<\/span><\/span><\/li>\n<li>If your supplies are affected by an unplanned interruption, we\u2019ll aim to let you know where you can get an alternative supply of water, if this applies, and who you should contact for more information.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p>We will not pay you compensation if the burst main has been caused by third-party damage.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-7-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-7-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-7-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 7\">\n                                                                            <span class=\"card-header--button-inner\">Flooding<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-7-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-7-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p><strong>Internal flooding<\/strong><\/p>\n<ul style=\"list-style-type: disc\">\n<li>If sewage from our sewers enters your home, or passes beneath a suspended floor, the first time this happens we\u2018ll automatically cancel or refund your yearly sewerage charges.<\/li>\n<li>We\u2019ll work out any future payments by looking at your water use from the previous year, and calculating the amount you would have been likely to pay based on this year\u2019s prices. There is a minimum of \u00a3300, and a maximum limit of \u00a32,000 for each payment we make under this standard.<\/li>\n<li>For repeated incidents in the same rolling 12 month period, the minimum increases by \u00a3100 per repeat occurrence and the maximum by \u00a3500 per repeat occurrence.<\/li>\n<li>If we don\u2019t pay you automatically within 20 working days of the flooding, we\u2019ll pay you an additional \u00a340 (\u00a3100 for business customers).<\/li>\n<li>We will disinfect the area affected and try to help with removing sewage debris.<\/li>\n<\/ul>\n<p><strong>External flooding<\/strong><\/p>\n<ul style=\"list-style-type: disc\">\n<li>We will pay you compensation if water escapes from our sewers and enters your garden, and you let us know at the time. The amount we may pay you will depend on the type and amount of flood damage.<\/li>\n<li>We may make more than one payment in a year, and you can claim up to half of your annual sewerage charges (from a minimum payment of \u00a3150, up to a maximum of \u00a31000).<\/li>\n<li>For repeated incidents in the same rolling 12 month period, the minimum increases by \u00a350 per repeat occurrence and the maximum by \u00a3250 per repeat occurrence.<\/li>\n<li>If we don\u2019t pay you automatically within 20 working days of the flooding, we\u2019ll pay you an additional \u00a340 (\u00a340 for business customers).<\/li>\n<li>We will clean the area affected and try to help with removing sewage debris.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-8-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-8-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-8-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 8\">\n                                                                            <span class=\"card-header--button-inner\">Drought orders <\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-8-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-8-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>We will pay you compensation if your water supply is interrupted as a result of a drought order.<\/li>\n<li>We will pay you \u00a310 per day or part day (up to the limit of last year&#8217;s average household bill).<\/li>\n<li>We will pay business customers \u00a350 per day or part day (up to the limit of last year&#8217;s water charges for the premises or up to \u00a3500 if you were not liable for last year&#8217;s charges).<\/li>\n<\/ul>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-9-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-9-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-9-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 9\">\n                                                                            <span class=\"card-header--button-inner\">Water pressure <\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-9-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-9-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <table style=\"border-collapse: collapse;width: 100%\">\n<tbody>\n<tr>\n<td style=\"width: 22.9452%\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3339 size-medium\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/Water-Pressure-300x200.jpg\" alt=\"Close up of a hand under a tap with the water running\" width=\"300\" height=\"200\" \/><\/td>\n<td style=\"width: 77.0548%\">\n<ul>\n<li>If, due to unplanned events, the water pressure falls below seven metres static head (the minimum water pressure that water companies should maintain) for at least one hour on two separate occasions within a 28-day period, we\u2019ll pay you \u00a350.<\/li>\n<li>We will pay you up to five payments in each financial year. We will automatically pay \u00a3250 a year for customers with ongoing low pressure issues.<\/li>\n<li><span data-teams=\"true\"><span class=\"ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\">If we do not pay you within 20 working days of the date of the low pressure, we will pay you an additional \u00a340 (\u00a340 for business customers)<\/span><\/span><\/li>\n<li>If we don\u2019t automatically pay you, as we cannot identify a drop in pressure, you can contact us within three months of when the pressure dropped to make a claim.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 22.9452%\"><\/td>\n<td style=\"width: 77.0548%\"><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-10-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-10-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-10-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 10\">\n                                                                            <span class=\"card-header--button-inner\">Water quality<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-10-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-10-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <table style=\"border-collapse: collapse;width: 100%\">\n<tbody>\n<tr>\n<td style=\"width: 22.3459%\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-4633\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/02\/GLASS-OF-WATER-V4-300x164.jpg\" alt=\"A hand holding a glass of water, which is being filled up under a tap.\" width=\"300\" height=\"164\" srcset=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/02\/GLASS-OF-WATER-V4-300x164.jpg 300w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/02\/GLASS-OF-WATER-V4-420x230.jpg 420w, https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2023\/02\/GLASS-OF-WATER-V4.jpg 548w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/td>\n<td style=\"width: 77.6541%\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul style=\"list-style-type: disc\">\n<li>If we discover a problem with the quality of the water we supply to you, we\u2019ll act immediately to do everything we can to fix it as quickly as possible.<\/li>\n<li>On some occasions, we may have to place restrictions on your water use. If we have to issue you with a water quality notice, and the supply is not restored by the end of a 48-hour period, we will pay you \u00a340. We will pay you an additional \u00a320 for each number of complete 24-hour periods after the initial 48-hour period during which the quality of supply is not restored. (Up to the cap of the sum of the water supply charges payable by the customer for the financial year in which the notice is served).<\/li>\n<li><span data-teams=\"true\"><span class=\"ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak\" dir=\"ltr\">If we do not pay you within 20 working days of the date of the water quality issue, we will pay you an additional \u00a340 (\u00a340 for business customers)<\/span><\/span><\/li>\n<li>If you tell us that you are not happy with the taste or smell of your water, we\u2019ll investigate. This will involve sending an engineer to your property to take water samples, which will be sent off for testing. We will tell you how long we think it will take to get the results.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-11-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-11-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-11-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 11\">\n                                                                            <span class=\"card-header--button-inner\">Core Priority Services<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-11-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-11-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>When you register with our Priority Services Register, we will provide you with confirmation that you have been added.<\/li>\n<li>If we fail to confirm your registration within 30 days of you joining the Priority Services Register, we will automatically pay you \u00a3100.<\/li>\n<li>If we do not pay you within 20 working days, we will pay you an additional \u00a340.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li>If you are registered onto the Priority Services Register, but we fail to deliver the priority service during an incident, we will pay you \u00a3100.<\/li>\n<li>If we do not pay you within 20 working days of the incident in which we failed to provide you with priority services, we will pay you an additional \u00a340.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-12-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-12-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-12-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 12\">\n                                                                            <span class=\"card-header--button-inner\">Household customers in arrears<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-12-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-12-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p>If your account is in arrears (debt), we will undertake a debt recovery process. Part of our process requires us to send you two &#8216;Outstanding charges notices&#8217;. We will give you an opportunity to make payment arrangements or make any representations, in relation to the arrears.<\/p>\n<p>If we fail to do this before we share the arrears information with credit reference agencies, or start legal action, we will pay you \u00a3150.<\/p>\n<p>If we do not pay you within 20 days, you are entitled to a further \u00a340.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-13-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-13-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-13-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 13\">\n                                                                            <span class=\"card-header--button-inner\">Reading of meters<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-13-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-13-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>We will read your water meter at least once every 13 months.<\/li>\n<li>If we fail to read your water meter at least once every 13 months, we will pay you \u00a340 for the first occurrence.<\/li>\n<li>If we fail for a second or subsequent time to read your meter within a 13 month period, we will pay you a subsequent payment of \u00a380.<\/li>\n<li>If we do not pay you within 20 days, we will pay you \u00a340.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-14-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-14-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-14-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 14\">\n                                                                            <span class=\"card-header--button-inner\">Moving to measured charges<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-14-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-14-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <p><em><strong>Every home that we supply has a water meter installed already as standard. We do not currently supply any properties on un-measured charges.\u00a0<\/strong><\/em><\/p>\n<p>However if there was a situation where a water meter was requested to be installed by a customer, we need to install one and change the tariff to metered charges within 8 weeks after the customer request.<\/p>\n<p>If we fail to do this, you will not have to pay for water charges from the day after the anticipated measured charging date, up to the date we install and change your account to measured charges.<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-15-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-15-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-15-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 15\">\n                                                                            <span class=\"card-header--button-inner\">Direct debits\/standing orders<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-15-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-15-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>If we are made aware that we have made a mistake when handling a payment by direct debit or standing order, for example, we take a direct debit from your account on a date other than the agreed date, or for a different amount, we will rectify this. If you can provide proof of any bank charges or financial loss incurred as a result of our error we will refund you.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-16-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-16-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-16-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 16\">\n                                                                            <span class=\"card-header--button-inner\">Court claims<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-16-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-16-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul>\n<li>If a court claim is made against you for not paying your bills, and this is due to a mistake or oversight that we have made, we will pay you \u00a3100.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-17-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-17-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-17-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 17\">\n                                                                            <span class=\"card-header--button-inner\">Discoloured water<\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-17-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-17-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul style=\"list-style-type: disc\">\n<li>If there is damage to your property as a result of discoloured water, we will pay you compensation.<\/li>\n<li>You must send all claims to us in writing. We will decide how much compensation we pay you based on the type and amount of damage.<\/li>\n<li>When we pay the cost of replacing damaged parts of your property, the damaged goods will become our property.<\/li>\n<\/ul>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                        <div class=\"card\">\n                        <div class=\"card-header\" id=\"downloads-child-18-69aa8f54b6f0f\">\n                            <h2>\n                                <button aria-controls=\"collapse-downloads-child-18-69aa8f54b6f0f\" aria-expanded=\"false\" class=\"btn btn-link collapsed general\"\n                                        data-bs-target=\"#collapse-downloads-child-18-69aa8f54b6f0f\" data-bs-toggle=\"collapse\" aria-label=\"Toggle downloads child 18\">\n                                                                            <span class=\"card-header--button-inner\">Exceptions <\/span>\n                                                                    <\/button>\n                            <\/h2>\n                        <\/div>\n                        <div aria-labelledby=\"downloads-child-18-69aa8f54b6f0f\" class=\"collapse\" data-bs-parent=\"#downloads-accordion-69aa8f54b6f0f\" id=\"collapse-downloads-child-18-69aa8f54b6f0f\">\n                            <div class=\"card-body\">\n                                \n                                                                                                                                                                \n                                \n                                    <div class=\"card-text col-12\">\n                                        <ul style=\"list-style-type: disc\">\n<li>We are not required by law to make a payment if we fail to meet a guaranteed standard because of circumstances outside our reasonable control. This includes extreme weather conditions, strikes, third-party actions, or acts of customer negligence (recklessness or carelessness).<\/li>\n<li>If you owe us money and more than six weeks have passed since the payment was due, we will use any amount you are owed in compensation under this scheme to reduce the amount you owe us.<\/li>\n<li>Your rights to take legal action as a result of loss or damage are not affected by payments we make to you under this scheme.<\/li>\n<li>By paying you any amount of money under this scheme, we are not accepting or admitting that we are at fault.<\/li>\n<li>If you have a dispute with us about your right to a payment, please follow our complaints procedure. You can read this on our website <a href=\"http:\/\/www.iwnl.co.uk\/how-to-make-a-complaint\/\">here<\/a>.<\/li>\n<\/ul>\n                                    <\/div>\n\n                                    \n                                \n                                                            <\/div>\n                        <\/div>\n                    <\/div>\n                                                \n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n\n\t<div class=\"hnc__gtk\">\n\n\t\n\t\t<div class=\"container\">\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t<div class=\"page-header\">\n\t\t\t\t\t\t<div class=\"slide-wrapper\">\n\t\t\t\t\t\t\t<h2 class=\"slide-up\" style=\"font-size: 42px\">\n\t\t\t\t\t\t\t\tGood to know\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t\n\t\t<div class=\"container\">\n\t\t\t<div class=\"row\">\n\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_186864950-720x480.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tWhat are my water charges?\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tFind out the water charges for your area.\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/your-residential-charges\/\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-720x480.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tHelp with paying your bills\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tWe understand sometimes it can be difficult to pay for all your household bills. Find out how we can help give you extra support. \t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/help-with-paying-your-bills\/\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/09\/shutterstock_1297409209-scaled-e1662733259173-720x369.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tPriority Services Register\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tWe provide a range of services to support customers who feel they need a little extra help, perhaps because of their age, health or a disability, or if they\u2019re going through a difficult time in their lives.\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/04\/IWNL-priority-services-register-2025-web.pdf\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n\n\t","protected":false},"excerpt":{"rendered":"We set out our promises to you and the payments you may be entitled to if we fail to deliver on these standards. ","protected":false},"author":15,"featured_media":4794,"template":"","custom_post_projects_cat":[],"custom_post_projects_tag":[],"class_list":["post-5198","custom_post_projects","type-custom_post_projects","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Our Guaranteed Standards - IWNL<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Our Guaranteed Standards - IWNL\" \/>\n<meta property=\"og:description\" content=\"We set out our promises to you and the payments you may be entitled to if we fail to deliver on these standards.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/\" \/>\n<meta property=\"og:site_name\" content=\"IWNL\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-30T11:33:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/02\/shutterstock_1735226006-smaller.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"667\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/\",\"url\":\"https:\/\/www.iwnl.co.uk\/help-and-advice\/our-guaranteed-standards-scheme\/\",\"name\":\"Our Guaranteed Standards - 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