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.

Dealing with water leaks

All the information you need for finding and managing a leak.

Why pipes leak?

Our water pipes can leak for a number of reasons:

  • Ground movement caused by changing temperatures can cause pipes to break and leak
  • Uncontrolled or unauthorised use of water from our pipes, for example an illegal standpipe, can result in excessive pressure surges which create additional stress on the pipework resulting in bursts.

If your pipe has burst, don’t panic.

  • Try to find where the burst is - and turn off the supply by turning the stop tap clockwise.
  • Open all taps to reduce flooding.
  • Soak up or block off escaping water with thick towels
  • Turn off your electrics: if the water is near anything electrical - including lights, sockets or appliances - don’t touch them. Electrical wiring damaged by water can be very dangerous and you’ll probably need to call a professional to repair damage.
  • Call a registered plumber - if you need help to repair a burst pipe, contact a Watersafe-assured plumber.

  • Who’s responsible for fixing the problem?

    We own the pipes that run up to the street boundary and we will always repair them as quickly as possible.

    Between the street boundary and your internal stop tap is the private supply pipe. Although the pipe belongs to the property owner we will offer a free repair where possible.

    All internal pipework and fittings inside the property are the owner’s responsibility to repair.

    If you notice a leak or think you have one near your property, please contact us on 0800 052 0130 (24 hours a day, 7 days a week). A list of Watersafe-assured plumbers can be found here.


Do you share your private supply pipe with your neighbours?

Sometimes a private water supply pipe can provide water to several properties, if we find your water pipe is shared we’ll discuss all options on how to repair it with you when we visit. You may be interested in having your own separate water pipe installed, which we would always recommend.

A private supply pipe can be quite long and cross someone else’s property boundary. If your supply pipe runs across your neighbours' boundaries then you are also responsible for this part of the pipe.

Do you have a water leak?

If you think you have a water leak at your property we’re here to help you get it fixed as quickly as possible. We understand that having a leak can be worrying: it’s a hassle (and a potential cost) that you could do without. We want to make life easier by providing all of the advice you need.

Water is a valuable resource and costs a lot of money to take from rivers, store in reservoirs, treat and deliver to you. So we’re really keen to work with you so that leaks are fixed as soon as possible.

Problem on our network?

If you have checked the pipes on your property and they are not burst or frozen, and you still have no water supply, let us know so we can fix it.