No water / low pressure
If you have no water or low pressure, please make the following checks:
#1 – Check our live 'In your area' map
Pop your postcode into our live map (updated by us round the clock) to see if there are any known incidents in your area affecting your water supply. You can even use this to get free updates on supply interruptions via text and email, so you're always in the know.
#2 – Run your cold kitchen tap
Your main water supply normally enters your home in the cold kitchen or utility room tap.
So, if water comes out of this tap but nowhere else (such as your shower or bathroom), the problem is likely to be with your internal plumbing. In which case, skip to step five.
#3 – Check your stop valves are open
Your inside stop valve needs to be fully open. This is usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the valve is closed, turn it anti-clockwise.
Your outside stop valve also needs to be fully open.
#4 – Check with your neighbours
It's worth checking with your neighbours to see if they have the same problem. If not, the problem is likely to be with your internal plumbing.
#5 – Call us
If none of the above suggestions work, please call us on 0333 000 0002 between the hours of 8am to 7pm Monday to Friday, and 8am to 1pm on Saturdays.
For emergencies outside of these hours, please call 0333 000 0365. Lines are open 24/7.
#6 – Find an approved plumber
If we're not aware of any interruptions to our network and your neighbours have water, it’s probably a good idea to contact a local plumber for expert advice.
How can I tell you about my move?
The easiest way to let us know about your move is by filling out our online form.
Alternatively, you can call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.
Is my home in your supply area?
To find out if your home is within our supply area, please use our postcode checker.
My bill is addressed to 'The Occupier' - do I need to contact you?
How can I arrange for my bill to go to a different mailing address?
The easiest way to update the address your bills are sent to is to register for an online account. You can also use this to update your user profile, pay and view your bills 24/7.
If an online account isn't for you, please contact us to arrange for your bills to be sent to a different address.
What if there's an outstanding balance on my account when I move?
If your account is in credit, we'll automatically refund the balance to you via bank transfer (if you pay by Direct Debit), or we'll pop a cheque in the post.
If there's an outstanding balance to pay, we'll send you a final closing bill. If you pay by Direct Debit your final payment will automatically be taken from your bank. Other payments options can be found here.
Paying your bill
When will my Direct Debit leave my account?
You can choose between 1st, 7th, 15th and 23rd of the month.
If you want to change the day your Direct Debit comes out of your account, please complete our online form.
Can I change my Direct Debit amount?
Yes – please get in touch with us to change your instalment plan. You'll need to have your account number to hand.
What should I do if my bank details change?
If you pay by Direct Debit, please use our online form to update your bank details.
Or you can call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.
What payment options do you offer?
We offer a range of payment options to make your life as simple as possible,.
Please click here to find out more.
Can I get help paying my bill?
If you're struggling to pay your bill, we offer different payment plans, financial schemes and reduced tariffs that could make paying your bill a bit easier.
I have additional needs
We offer a range of special services – not only for those with mobility restrictions, but also for our customers who are deaf, blind, disabled, suffering from a long term illness or elderly.
Please click here for more information on (and to apply for) our Priority Services Register.
If you'd like to talk to a member of our customer care team, please call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.
Water quality issues
If you're water is cloudy or discoloured, this is usually because of an incident such as a burst main in your area. Please check our live map for updates. This can normally be cleared by running your cold kitchen tap for around 20 minutes. Please contact us to be reimbursed for the water used.
If you want to check the water hardness levels in your area, please click here.
If you're still concerned about the quality of your water, please call us on 0333 000 0002. Lines are open Monday to Friday, 8am to 6pm.
If you're having problems outside of these hours, please call our 24/7 emergency number: 0333 000 0365.
Help with your bill
How can I get help understanding my bill?
Explore your bill using our interactive tool which uses a sample bill to explain what each section means.
How often will I get a bill?
On a meter? We aim to take a reading at least once a year and send you a bill twice a year.
Not on a meter? You'll get an annual bill from us between February and April each year, telling you how much your water charges will be for the next year (1 April to 31 March).
How do I check my balance?
The easiest way to check your balance is by signing up to an online account. It's simple to do and only takes a couple of minutes. Your balance will automatically be displayed on the main dashboard when you log in.
Alternatively, you can use our automated payment line: 0333 000 0247. It's quick, simple and available 24 hours a day! Just make sure you have your account number at the ready.
How do I get an online account?
To enjoy the benefits of an online account, click on the link below.
Are my details secure?
Yes. Your details are completely safe with us and you don't need to worry about anyone else having access to your personal information.
Can I still get paper bills?
When you switch to an online account we'll automatically send your bills via email, not in the post. To switch back to receiving paper bills, please contact us.
Can I print my bill as proof of my address?
Yes. Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘View Bills’ from the main dashboard. You can then view the bill you require in PDF format and print it off at home or work.