Governance and compliance

We take our responsibilities and obligations as a licensed provider of water services very seriously

We always want to make sure that we're doing the right thing by our customers and colleagues. It's important to us that we're open and transparent as an organisation, and that's why we publish these policies relating to how we're governed and comply to regulations. Select the item you're looking for from the sub-menu and, if you have any questions, please do get in touch.

 

1. General service standards

We care about our customers and pride ourselves on giving 100% every day to ensure that your needs are being met. We've set ourselves high standards and are committed to making sure that you always get the service you deserve. We’ll do our utmost to put things right if you have a problem. If we fail, we’ll compensate you. It’s only fair.

Standards of Service for England

GSS Regulation  GSS Payment Late payment penalty
Appointments not made properly £20 £10
Appointments not kept £20 £10
Incidences of low water pressure £25 -
Incorrect notice of planned interruptions to supply £50 £50
Supply not restored(*) – initial period £50 £50
Supply not restored(*) – each further 24 hours £25 £50
Written account queries and requests to change payment arrangements not actioned on time £20 £10
Written complaints not actioned on time £20 £10
Properties sewer flooded internally Payment equal to annual sewerage charges (Minimum payment of £150. Maximum of £1000) £50
Properties materially affected sewer flooded externally Payment equal to 50% of annual sewerage charges (Minimum payment of £75. Maximum of £500) £50

(*) Supply not restored within time notified (planned work) or when supply is interrupted for an extended time under unplanned/emergency situations.

About these standards

These standards are based on the minimum standards of service and minimum payments to which customers are entitled, as laid down by the Government and set by Ofwat.  In some cases, we will pay out more.

Complaints

If you’re not happy about our service for any reason and you want to make a claim against these service standards, let us know.

 

2. Accountability

If you’re unhappy with the outcome of a complaint, or feel we haven’t handled something well, you can raise the issue with organisations that regulate our service.

CCWater

The Consumer Council for Water is the independent representative of water consumers in England.

WATRS

If you are unsatisfied with the outcome provided by CCWater, you can contact the Water Industry Redress Scheme (WATRS). WATRS independently settles disputes between customers and the water and sewerage companies in England.

Ofwat

If you are unsatisfied with the outcome provided to you by WATRS, you can contact Ofwat. Ofwat are the economic regulator of the water sector in England they are a non-ministerial government department. 

 

3. Freedom of information

Everyone has the right to access certain types of business information and records held by public bodies such as Business Stream.

Our publication scheme

Under the Freedom of Information (Scotland) Act 2002, we have to keep and update a 'publication scheme'. This sets out the information we routinely make available to the public. Our scheme has to be approved by the Scottish Information Commissioner, who's responsible for enforcing the Act.

To find out more about the Freedom of Information Act and our publications, to make a Freedom of Information request please see the guide to information available through the Model Publication Scheme [PDF, 76KB] or contact:

Daren Fitzhenry
Scottish Information Commissioner,
Kinburn Castle,
Doubledykes Road,
St Andrews,
Fife
KY16 9DS

Telephone: 0133 446 4610
Fax: 0133 446 4611
Email: enquiries@itspublicknowledge.info
www.itspublicknowledge.info

 

4. Anti-bribery policy

The Bribery Act 2010 aims to stamp out acts of bribery in British business conduct in the UK and abroad. For more details download our full policy document. [206 KB | PDF]

 

5. Health and safety statement

You can read our Health and Safety General Policy Statement here.

 

6. Our anti-slavery annual statement

You can read our Anti-Slavery statement here. 

 

7. Unacceptable actions policy

At Business Stream we believe that our customers and employees have the right to be heard, understood and respected. To protect our staff and ensure that our other customers do not suffer as a result of unacceptable behaviour, we have an unacceptable actions policy.

 

8. Tax strategy

You can download our tax strategy for the financial year 2021-22 here. We will post annually to comply with the legislative requirements for ‘Publication of Group Tax Strategies’ for UK groups.

 

9. Gender pay gap reporting

You'll be able to find details of our Gender Pay Gap Reporting below.

Gender Pay Gap Report 2019

Gender Pay Gap Report 2020

Gender Pay Gap Report 2021

10. Terms and conditions

For our full supply terms and conditions, click here.