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Frequently Asked Questions

Welcome to our FAQs section. You’ll find answers to the questions our customer services team are often asked – simply select the question you’re interested in to reveal the answer.

  • What services does Sutton and East Surrey Water Services offer?
  • Sutton and East Surrey Water Services is a division of the water company, which supplies customers in East Surrey, and parts of West Sussex, West Kent and South London. 

    Whether you’re having trouble with your plumbing or drainage, need assistance with a central heating problem, or are considering a new bathroom or solar solution, Sutton and East Surrey Water Services (SESWS) has the expertise and experience to help.

    The company also provides a range of annual cover schemes for plumbing, drainage and central heating cover schemes.
  • How is SESWS regulated?
  • Sutton and East Surrey Water Services is regulated by the following:

    Gas Safe Register
    Gas Safe Register is the official body for gas safety in Great Britain and the Isle of Man. This means that if you require a gas engineer to carry out work on your property, by law they must be a Gas Safe Register listed engineer. For more information about the Gas Safe Register, please visit http://www.gassaferegister.co.uk/

    Association of Plumbing and Heating Contractors (APHC)
    The Association of Plumbing and Heating Contractors (APHC) is the leading trade Association for the Plumbing and Heating industry in England and Wales. It provides valuable business services to its members in the plumbing and heating industry. For more information about the Association of Plumbing and Heating Contractors (APHC), please visit http://www.competentpersonsscheme.co.uk/

    Chartered Institute of Plumbing and Heating Engineering (CIPHE)
    The Chartered Institute of Plumbing and Heating Engineering (CIPHE) is the professional body for the UK plumbing and heating industry. The CIPHE has a membership of around 12,000 including approximately 260 manufacturers and distributors, which support its work as Industrial Associates. Suitably qualified CIPHE members also enrolled as Registered Plumbers, are recognised by the Secretary of State, DEFRA, as "Approved Contractor Persons" under the Water Supply (Water Fittings) Regulations 1999 in England and Wales and the Water Bylaws (Scotland) 2000.For more information about the Chartered Institute of Plumbing and Heating Engineering (CIPHE), please visit http://www.ciphe.org.uk/

    Financial Conduct Authority (FCA)
    The Financial Conduct Authority (FCA) is an independent non-governmental body, given statutory powers by the Financial Services and Markets Act 2000. It is limited by guarantee and financed by the financial services industry.The FCA’s aim is to promote efficient, orderly and fair financial markets and help ensure all retail financial service consumers get a fair deal. It currently regulates over 29,000 companies with a diverse range of sizes and activities and it publishes a single handbook of rules and guidance for all authorised firms carrying out business in the UK.

    For General Insurance purposes only, Sutton and East Surrey Water Services Limited is an appointed representative of Kingsbridge Risk Solutions Limited. Kingsbridge Risk Solutions Limited is authorised and regulated by the Financial Conduct Authority and entered on its register under number 309149.For more information about the Financial Conduct Authority, please visit http://www.fca.org.uk.
  • How can we help if you have a complaint?
  • If you wish to register a complaint please contact us:

    In writing - 

    The Customer Service Manager,
    Sutton And East Surrey Water Services Limited,
    59 Gander Green Lane,
    SM1 2EW

    Telephone - 020 8722 7004

    Should the matter not be resolved to your satisfaction, please contact:

    In writing -   

    Kingsbridge Risk Solutions Limited
    9 Miller Court
    Severn Drive
    Tewkesbury Business Park
    Gloucestershire GL20 8DN

    Telephone -  01386 725900

    Complaints that cannot be resolved after 8 weeks by Kingsbridge Risk Solutions Limited may be referred to:

    In writing -

    The Financial Ombudsman Service,
    South Quay Plaza,
    183 Marsh Wall,
    London E14 9SR

    Telephone – 0800 023 4 567


For more frequently asked questions visit these pages:

Plumbing FAQs

Drainage FAQs

Central Heating and Boiler FAQs

Bathroom FAQs

From Croydon to Crawley and Weybridge to Tonbridge, we’ve got you covered.


Gas Safe

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