News and improvements

Last reviewed:

We’re committed to making continuous improvements. We want you to feel confident that we'll keep you informed about what we're doing to make your projects as easy as possible.

Register for our Self-Lay Forum

Join us at our Self-lay Form for updates on changes we've been making, and to discuss how we can continue to work with you in the future.

Thursday 22 June 2017
9.15am to 1pm, followed by lunch
The Oxford Belfry, Milton Common, near Thame, OX9 2JW

To register, please email us stating:

  • Your name, organisation, email address and contact number
  • Whether you'll join us for lunch

We look forward to seeing you there.

Creating strategic partnerships

Whether you’re a major house builder, a self-lay organisation, or doing your first project, we’re committed to working with you on the planning and delivery of your development schemes. For large and complex developments, we have a team of customer relationship managers in place to support you. We want to work collaboratively, especially on projects that need significant planning, so that we can work to avoid any potential delays. You can contact us here: Email our customer relationship team

Improving our self-lay processes

As part of working with self-lay providers, we’re improving our processes and how we provide information. We’ve listed our key contacts and their responsibilities in this document:

We’re improving every step of the self-lay process and have mapped out how we plan to do this based on feedback from our self-lay customer forums. Here’s the plan:

Ask the expert

If you're a major house builder, self-lay provider, or have significant involvement in the development stages of a site, our teams are here to help you get the most out of our services.

If you have a complex technical query you'd like to discuss face-to-face with a specialist, you can book a dedicated sixty minute surgery appointment to meet an expert who can help and guide you, and discuss any aspect of your development project. 

The appointments will be held at our head office:

Clearwater Court
Vastern Road

Our next 'Ask the expert' dates are:

  • Thursday 27 April 2017
  • Thursday 25 May 2017
  • Friday 23 June 2017 (note changed date)
  • Thursday 20 July 2017
  • Thursday 17 August 2017

To request an appointment, email the team with your preferred date, the details of your query and a contact number. We'll give you a call to discuss available appointment slots for that day and arrange for you to meet with an appropriate expert.

Water UK reports

We've been working with other water companies and Water UK to agree service targets. These standards cover our performance in activities that are essential for housing development. They include responding to initial enquiries, providing designs and quotations, construction and connection, and dealing with legal agreements.

The performance levels are published quarterly by Water UK here:

Water UK website

How performance is measured

Levels of service and latest reports