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Community Guidelines

Welcome to the H2Online Community

Thank you for joining the conversation and being part of the H2Online community.
This community is an online space designed for you to interact with us and with other Cambridge Water customers. We hope that you will take part in the discussions, surveys and polls.

Before you get involved, we ask that you follow these simple guidelines to make the community an inclusive place for everyone to share their opinions.

All kinds of feedback, whether positive or areas where we can do better, is welcomed within the community, but we do ask that all members respect one another. Any language that is insulting towards other individuals on this Community or elsewhere is not acceptable. This includes abusive or offensive comments that degrade race, religion, gender, age or abilities. We also ask you to use appropriate language and not to swear in your posts.

To make sure everyone gets the most out of the conversation, please keep your comments focused and on topic for the discussion you are taking part in.

Please consider that other community users, as well as moderators, will see any material you post on discussions. Don't post any personal information, such as your address, contact details, account or bank details or any photographs that you would not want in the public domain.

These user guidelines are designed to help you understand what is expected of you when you interact in the community.

Be 'family friendly'

This community is a family friendly environment. When you make your comments always try to use language what would be appropriate to use in front of any children. Any offensive or abusive language posted will be removed by the community moderator, Explain.
Be civil

Please avoid writing anything likely to cause offence to another member. We encourage healthy debate but also expect our members to show consideration and respect to the beliefs and opinions and others.

Please try not to react or respond to deliberately inflammatory messages. If you feel it is necessary you can report the post to a moderator at If you see any content you feel should not be on the community, please contact the H2Online moderators.

Plain English

Please use Standard English and try to avoid use of slang or text speech to ensure other members always understand your comments.

There is currently no provision for translation to other languages.

Be careful

The views posted on the site are those of the individual users and not Cambridge Water. The accuracy of information posted by members is not guaranteed.

Posting guidelines

Post in the right area

Posting in the right areas of the community will make it easier for others to respond to your comments. If you’d like to respond to a particular discussion or comment, select ‘reply’. This will ensure the original poster and other members receive a notification about your reply.

'Categories' are set by us and are important areas where we are looking for your feedback. Topics will change on a regular basis so you can keep checking back and give your views in a number of different areas.

'Discussions' are found within categories, and are where you can discuss what’s most important to you with other members of the community.

When posting a comment please be aware the community is not to be used to report any issues to us such as:

  • Billing or account queries
  • Complaints about your water service of any kind
  • Leaks
  • Supply issues
  • General enquiries

Any issues about the above should be sent to: 

Posting your comment

We encourage you to be open and honest in your comments. We want you to share your honest opinions, whether they are positive or areas where we need to improve. Try to follow up your discussion threads and comments where appropriate and engage with other members who respond to you.

Content standards

Any posts or links containing inappropriate, profane, defamatory or illegal material, or anything that would constitute a violation of the Guidelines or Terms and Conditions will be deleted.

As a general guide NEVER post any of the following:

  • Sexually explicit, racist, threatening, rude or abusive comments
  • Pornographic language, material or images
  • Comments encouraging illegal activity or violence
  • Comments about religion or politics
  • Derogatory or threatening personal comments
  • Anything likely to identify an individual (personal data)
  • Any links to a blog, Facebook page, Twitter account or similar online footprint
  • Spam (see below)
  • Links to images

Members can flag anything inappropriate to the moderator using the message form on the 'Contact Us' section of the site. The accounts of users who post inappropriate material will be removed.

Protecting your privacy

You should avoid posting anything that would be likely to identify you or another user as an individual, including your full name, addresses, home or mobile phone numbers, Cambridge Water account numbers or email addresses, passwords, credit card numbers, copies of private emails or messages and any personal images of yourself or other individuals.

You are able to add a profile picture to your account however this is not a requirement and, if you choose to add a profile picture, care should be exercised when selecting an image to upload.

We advise against posting links to your blog, Facebook page, Twitter account or similar online footprint.

In the interests of protecting your privacy, all members have usernames, which users are able to select. When choosing your username remember that all other members in the Community will see this when you post comments, unless you choose to post anonymously.

To access our Privacy Policy please refer to our website here:

No commercial activity or advertising

The community may not be used for your commercial activity. Promoting, commenting on or linking any commercial activity is not allowed and such material will be removed.

Posted comments or links to products, services, commercial marketing, advertising or other such sites including gambling, trading and bidding websites (e.g. Ebay) will be immediately removed.

Be a legitimate user

We expect you to be a legitimate user and ask you to not:

  • Use an alias or create more than one account
  • Use proxy servers (e.g. layeredtech, ev1servers and others)
  • Allow others to use your account
  • Use another person's account

No spam

If you post the same message multiple times across the community, they'll be removed by the moderators. Please post your message in the most appropriate section of the community for your topic.

Posting any spam such as advertisements, promotions, junk mail, chain letters or any other commercial solicitation is not allowed on the community.

How is the Forum moderated?

The H2Online community forum is managed and moderated on behalf of Cambridge Water by our market research partner Explain Market Research (“Explain”).

The H2Online community will be moderated by the team at Explain during their business hours (Monday-Friday, 8:30am-5:00pm). All comments will be moderated, to make sure that everyone gets the best possible experience when using the community.

All comments and posts will be reviewed as quickly as possible during business hours, and those made outside of business hours, on a weekend or bank holiday will be reviewed during the next working day. if any community member chooses not to adhere to the guidelines, their comments may be deleted, and they could risk being banned from the community.

We have the final say on any moderation decision including the right to delete any post for any reason. An explanation of any moderator action is provided voluntarily and may be withheld in certain circumstances. You have no right to appeal against moderator decisions or actions.

If you see anything on the community you think shouldn’t be there, please contact the H2Online moderators who will look into this and take appropriate action where necessary.

We hope you enjoy interacting with us on H2Online – if you have any queries, please get in touch with the moderators at:


The community is not intended as a way for members to get answers from us on any issue and is not a substitute for contacting us directly. Contact numbers can be found at

If you have a specific query about the community and cannot find the answer within these guidelines or the FAQs you can contact the moderator at

Please also see our terms and conditions of use and note that our Privacy Policy is accessible on our website: