COVID-19 (Coronavirus) – A Message to Our Customers - 30 March 15:00
We know that this is a difficult time. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the customers and communities we serve.
We are doing all we can to protect our colleagues while also maintaining our services to customers. You will still see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining water and wastewater services to customers.
Our Billing Call Centre is open from 9am - 5pm (Monday to Friday) to support our most vulnerable customers who have been impacted by the Coronavirus.
If you’re impacted by COVID-19 (Coronavirus) and concerned about your water bill, please click here for more information.
If you need to contact us about other things like updating your account, to let us know you are moving or to set up a direct debit, you can do this by visiting our online services.
We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.
We apologise for this but will do everything we can to continue providing our essential services. Thank you for bearing with us.
Unfortunately we cannot advise in advance if your water supply will be affected for the entire duration, or for short interruptions, during the planned time. We advise storing enough water to last you for the entire duration as this could be the length of time your water will be off.
We recommend not drinking, or using in food preparation, water that has been stored for more than 24 hours.
The colour of your tap water may be affected briefly by the work we are carrying out – tiny particles of sediment in the water mains may be disturbed causing the water to have a slightly brown appearance. Please don't be concerned, just run a cold water tap for a few minutes until the water runs clear. Also avoid washing clothes until the water is clear to avoid any staining.
Sometimes we will advise you to boil the water after a planned interruption. If you have not been advised to do this, then it is not necessary. If we have asked you to boil your water it is just an added precaution to make sure that your water is safe to use for drinking and in food preparation.
Yes, we follow very strict procedures during mains refurbishment work to make sure your water supply remains safe to drink. If we have had to issue you with an "advice to boil" leaflet then this is a precautionary measure only to make sure the water is safe to drink.
You may notice a slight, temporary change in the taste and hardness of your water because of the work we are doing– please be reassured that your water remains safe to drink.
We have given you prior warning of the work we plan to do, and the times it is likely to affect you, we do this so that you can store enough water for your needs during the interruption. So, we do not provide bottled water in these circumstances i.e. a planned interruption to your supply. However, bottled water is provided should there be an unplanned interruption (for example: if a mains water pipe burst) when we give priority to vulnerable customers like babies and customers who have applied for Priority Services.
As we have given you notice of 48 hours (or more), we will not reimburse your bill, or pay compensation.
We recommend that you invest in a back up water storage tank to ensure you are able to cope with planned, or emergency, interruptions to your water supply. A plumbing merchant should be able to advise you on tank size, design etc. for storing water for drinking or food preparation purposes.
We advise that if you have ornamental fish tanks or ponds, do not change the water. Afterwards, please make sure you check your water quality before changing the water in the fish tank.
If you have a combination (combi) boiler, we recommend that you do not use the hot water until the cold water is back to running as normal. If you have a hot water storage tank, we would recommend you are careful not to drain the tank until empty.
We do not recommend that you use this stored hot water for drinking or in food preparation.
No, provided it is isolated whilst we carry out the work affecting your water supply.
Please avoid using washing machines, dishwashers, showers, instantaneous hot water, ice making machines or vending machines until your supply has been fully restored.
Do’s and Dont’s
DO remember to fill suitable, clean containers with water for you to use whilst your supply is turned off.
DO make sure that taps are turned off to avoid flooding.
DO remember to run the cold water tap for a few minutes to clear any discoloured water or odour.
DO NOT turn off any stop-taps whist your supply is off.
DO NOT drain the hot water tank or cylinder.
DO NOT forget your neighbours who maybe old or disabled – they may need your help.
Leaflets, Publications, Documents & Charges
Find a document in our library