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.

Debt collection and litigation

Our Debt Collection and Legal process

If you’ve come to this page, it’s likely you’ve received a 'Letter of Claim' from us about an outstanding water bill.

We understand that getting this letter may be worrying and that you may have a number of questions so we’ve done our best to try and answer them for you on this page.

Before contacting us, we recommend that you read all of the information in the 'Letter of Claim' and this website, as it may help answer some of your questions.

We only take legal action as a last resort, but you must act quickly now if you want to avoid this happening. You must repay the debt owed, either in one payment or by an instalment plan which is fair and reasonable.

And remember, the best way to avoid the hassle and expense of legal action is to contact us to talk about your repayment – the sooner, the better. It’s never too late to talk to us but if you don’t contact us by the date specified in your 'Letter of Claim' you could receive a Court claim.

Letter of Claim

Claim Form

Order for Questioning

High Court Enforcement

Charging Orders

Attachments of Earnings


Service of the Claim Form