This Code of Practice is for household customers and gives information on the services we provide, the terms and conditions on which they are offered and how our customers can find the help and advice they need.

Our code of practice for leakage

This document details the South Staffs Water specific Code of Practice requirements under the WIRSAE scheme for Accredited Entities.

Responsibility for water pipes

Information about meters, including how to read them

Our Customer Promise covers the terms of the statutory Guaranteed Standards Scheme and sets out our additional customer service promises

We aim to provide an excellent service for you, but sometimes things can go wrong. We take complaints very seriously, so if you are not happy with our service we will do our best to put things right.

A breakdown of the water services we provide

Our policy on charging and the scale of charges payable within the year

Condition R Compliance Code

Board Leadership, Transparency and Governance Code

Network Access Code October 2022

South Staffs Water's Response to Household Call for Evidence

Your guide to household metered charges 2019/20

Notice of application to exit from the non-household retail market

Non-household demand forecasts

Non-household engagement report

Household consumption forecasting micro-component model

Report outlining the methodology for developing a best practice triangulation framework – published January 2023 (Appendix - SSC08)

Report covering demographic profiling of household and non-household customers across our two supply regions - published September 2023

Appendix J Draft WRMP South Staffs non-Household consumption forecast

Appendix H Draft WRMP South Staffs Household Micro-component and consumption forecast

Overall, the average household bill in both regions will fall, which is in line with our Business Plan.

Report covering findings on developing and testing proposition to enable more effective demand reduction in the non-household market – August 2022

As part the upcoming Code for Adoption changes within the water industry each water company is required to publish and consult on any local practices which they wish to use rather than or in addition to the industry-wide standard practices.

Overall, the average household bill in the South Staffs region will increase from £146 as set out in our Business Plan for 2019-20 to £149 in 2020-21