Terms and Conditions

These terms and conditions apply to our on-demand (non-insurance policy) water infrastructure services.

Please read this document carefully, as it sets out the terms on which English Water will provide services to you.

1. Agreement Scope

It is our intention that all the terms of the agreement between us (including details of the services and any goods or materials we are to provide) are contained in this document. If you have any questions or do not accept any of the provisions included in these terms and conditions, please let us know.

2. Service Delivery

English Water uses its own employees and suitably qualified independent contractors, authorised by English Water, to provide its services.

3. Independent Contractors

Independent contractors have no authority to incur liability on behalf of, or to act as agent for, English Water, or any associated trading names or entities.

4. Quotations

Quotations given by us are valid for twenty-eight (28) days from the date they are issued. We may vary or withdraw any quotation at any time before it is accepted by you.

4a. Phone Quotations

Quotations may be provided over the phone due to geographical limitations, promotional offerings, or standardised work types. Acceptance of a quotation by phone will be classed as confirmation of the quote. Quotations may be revised by either the customer or English Water prior to any work commencing.

5. Unforeseen Costs

We will use reasonable efforts to complete the work and supply the goods and materials for the quoted amount. However, where unforeseen circumstances arise that result in additional costs, we will notify you immediately, explain the reason for those costs, and seek your approval of a revised quotation before proceeding.

6. Pricing and VAT

The price payable by you is the amount shown as the Total Due on the quotation. Unless otherwise stated, all prices include VAT at the prevailing rate.

7. Payment Terms

Domestic Customers

You will be invoiced immediately upon completion of the work. The Total Due is payable immediately. If payment is not made immediately, an administration charge of £5 will apply and interest will accrue on the outstanding balance at the prevailing rate plus 3% per annum until paid in full.

7.1 Commercial Customers

Commercial customers must hold a local account with English Water to qualify for these terms. Otherwise, standard payment terms apply. Invoices are issued on completion of works and are payable within 28 days of the invoice date. Late payments incur a £5 administration charge plus interest at the prevailing rate plus 3% per annum until payment is received in full.

8. Dishonoured Payments

An administration charge of £10 is payable for each cheque presented for payment that is dishonoured by your bank, for any reason.

9. Working Hours

Our normal working hours are 8:00am to 6:00pm, Monday to Friday. Work outside these hours may be available subject to additional charges.

10. Liability and Reinstatement

Unless caused by our negligence, we are not responsible for loss or damage to your property (including cleaning or reinstatement). Where access is required to complete repairs, we will fill any excavations and leave the surface level, but we do not reinstate original finishes or structures. Redecoration or further repairs are your responsibility unless damage results from our negligence.

11. Access and Hazards

You must inform us of any hazards or risks present at your property and ensure clear access to all relevant pipework, meters, stop taps, chambers, and covers. You must also provide access to mains electricity and water where required. Additional work or costs arising from failure to provide access or utilities may be charged.

12. Guarantees

We guarantee* all parts and labour for:

• 90 days from completion for domestic customers
• 28 days from completion for commercial customers

The guarantee does not apply where faults arise due to misuse, neglect, third-party interference, or fair wear and tear. This guarantee does not affect your statutory rights under the Consumer Rights Act 2015 or subsequent legislation. Advice on your rights is available from Citizens Advice or Trading Standards.

12a. Guarantee Restrictions

We reserve the right not to offer a guarantee where access is restricted due to design or installation faults, concealed services, or where it is not reasonably practicable to determine the root cause of an issue. This will be communicated at the time the issue becomes apparent.

13. Force Majeure

We will not be liable for failure to meet our obligations where such failure is caused by circumstances beyond our reasonable control.

14. Permissions and Consents

If you are a tenant, you must obtain the landlord’s permission before work is carried out. If the property is listed, planning or listed-building consent may be required. It is your responsibility to obtain all necessary permissions.

15. Right to Cancel

You have the right to cancel within 14 days of accepting your quotation, or 14 days from receipt of ordered materials. You may request work to begin during this period; however, if you cancel after work has commenced, you will be charged for work already completed and materials supplied.

16. Cancellation by English Water

English Water may cancel this agreement at any time by providing written notice. If cancellation occurs without good reason, we will reimburse any reasonable direct costs you incur as a result.

17. Credit Checks and Data Use

English Water may verify your details with licensed credit reference and fraud-prevention agencies. Records may be retained and shared to:

1. assess creditworthiness
2. support insurance and financial decisions
3. trace debtors and recover debt
4. prevent fraud and money laundering
5. conduct statistical analysis

If false or misleading information is provided, this may be recorded. You may request details of the agencies used by contacting English Water’s Data Protection Officer. Full details of how personal data is used are available in our Privacy Policy.

18. Promotions

English Water may run promotions or special offers. These terms apply unless additional promotional terms are clearly stated at the time of the offer.

19. No Call-Out Fee

“No call-out fee” means that you will not be charged for the engineer’s travel time. This does not mean services are free. A price for the work will always be agreed before work begins.