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.

Discoloured water


Discoloured water is usually caused by the disturbance of deposits in the water pipes. The disturbance of deposits can happen when a water main is shut off due to essential maintenance or in an emergency.

Discoloured water is unlikely to be harmful to health but we wouldn’t expect anyone to drink it when it looks unpleasant. It usually clears fairly quickly after a few minutes of flushing your taps through but it may take around 45 minutes of running the tap before it clears.

With our In Your Area service, you can find out if there is any planned or emergency work near you that could affect your water supply.

If you are concerned and the discolouration hasn’t cleared, please contact us on 0800 052 0130.

Avoid washing clothes until the water is clear but if you have and the discoloured water has stained your washing, please re-wash when the supply has cleared. If the clothes are still stained after re-washing please keep the stained clothes and contact us.