FAQs

The Local Authority has final say on all diversions. This diversion has been deemed as a 'like for like' replacement in terms of road classification. Diversions must offer all vehicles, including HGVs, a suitable route that can be used safely by all road users.

Each phase of the project typically consists of one team of three crew members. This makes sure we maintain maximum levels of productivity at all times and reduces congestion within our site.

In order for us to safely carry out our work and for the safety of road users, road closures are required for different stages of the project. A diversion will be in place for each road closure advising a 'like for like' replacement route in terms of road classification.

We will continue to work during school holidays.

During the winter months when daylight hours are shorter, we are committed to minimising disruptions and will be incorporating weekend work, with Saturdays as a minimum. Recognising our work can be noisy, we aim to provide some relief by considering Sunday work on a case-by-case basis, all in an effort to ensure the overall success of the project.

Apart from minor interruptions of 30 to 60 minutes as each property is individually connected to temporary and replacement water mains, water supplies will continue as normal while the old water main is being replaced. Your water pressure will remain the same. We’ll let you know before there’s any planned interruption to your supply.

Prior to the work starting, we will write to local residents and businesses explaining our planned work and ways it may affect them. Customers will be able to contact our Customer Service team throughout the project and we also regularly update our project website page.

For those customers who require extra care we will be contacting each one with a phone call to check they are aware of the work and have the right support in place.

As with any other mains laying projects we carry out, we feel it is important to contact businesses and schools affected by our work, during the early stages of any project. As we understand they are likely to experience the most disruption.

For schools in particular, we understand our works may cause inconvenience to those who may not necessarily live in the area. Therefore, we're keen to work closely with schools to make sure they're able to communicate our progress to parents throughout the work.

We understand the work we carry out on our water mains can cause disruption and we want to work closely with local businesses, schools and other organisations to help ease any impact.

We would encourage organisations to contact us on 01737 772000 so we can:

• Work closely to plan the specific timing, location, and duration of works in the area
• Work together to ensure deliveries can get through and customers can still access any shops, restaurants, and businesses
• Provide extra signage to ensure everyone knows it is "business as usual"
• Share information on the scheme to be circulated to residents, customers, employees etc

Where our work leads to unavoidable disruption to the usual operation of businesses, and in particular where there is clear evidence that our work has had an impact on the profits, we will re-imburse for that loss. Please visit our website for more information about our policy for loss of business earnings.