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.

Reusing water


There are other ways to use water in a household or business, that doesn’t come from our drinking water supply, and that’s using reclaimed water.

Reclaimed water has been previously used in some way, but is stored and then reused. This could include rainwater harvesting collected from roofs, or systems which reuse wash water from the bathroom or kitchen (grey water treatment). Depending on how much the reclaimed water is treated, it could be used for things like watering the garden, through to toilet flushing, use in washing machines, car washing, irrigation etc.

In the UK, reclaimed water systems are becoming more common. It’s a form of recycling and can be useful in reducing the water we need to supply you which could save you money, and also look after the environment. However, mixing of reclaimed water with the drinking water supply, could affect the water quality and could be harmful to health. The regulations allow us to check how such systems are installed.

If you are thinking about getting a reclaimed water system you should also think about:

  • Compliance with the regulations.
  • Is it cost effective?
  • How much water will you need, and what do you want to use it for?
  • Do you have enough room for the installation, and will it need any protection (e.g. from frost, agriculture or vermin)?
  • Maintenance requirements.

More detailed information can be found at: