COVID-19 (Coronavirus) – A Message to Our Customers

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Updated: 09:00 04 January 2021

We know that this continues to be a difficult and challenging time for customers. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the communities we serve.

As we have done throughout the pandemic, we are doing all we can to protect our colleagues while also maintaining our services to customers. You will continue to 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 our key water and wastewater services to customers. We will not be doing any work which would require us to enter properties unless it is an emergency.

Our Billing Call Centre remains open from 8am - 6pm (Monday to Friday) and is available to support our most vulnerable customers who have been impacted by the coronavirus.

If you’re impacted by the coronavirus and concerned about your water bill, please click here for more information.

Remember, you can update your account, tell us you are moving and set up a direct debit 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 will to do everything we can to continue providing our essential services and we thank you for your support.

Cold weather advice


Winter can be a magical time of year, but freezing temperatures can also be costly. Pipes and taps that are outdoors, or in cold places like lofts or garages, can freeze and burst. The best way to avoid this is to be prepared before the cold weather comes.

When temperatures plummet, the water in your pipes and taps can freeze. 

Frozen water expands and can crack even the strongest metal pipe. You may not notice this immediately, and only know you have a problem when the cracked pipe thaws and water starts leaking from it.

Extremely cold weather followed by a thaw can also cause ground movement, damaging and bursting pipes on our network.

So we need your help for two things:

1. Protecting your own pipes

2. Helping spot any leaks on our network and reporting them to us so we can fix them quickly