No water supply
If you have no water or your water pressure has dropped so there's only a trickle coming out of the tap, don’t panic. First, check whether your neighbours are affected too.
If they are, check that you haven’t received a shut off card from us because we are working on the water supply network in your area.
You can also check emergency work. If we have had a major water main burst which might be affecting your water supply there will be details in our Emergencies section.
If your neighbours are affected and you can’t find any evidence of planned works or emergencies, please call us on 0845 746 2200 and we’ll be on the case.
If your neighbours have water but you don't – and you’re experiencing cold winter weather - your pipes are probably frozen, so:
- Locate your main stop tap (usually under the sink or closest to where water supply enters your property).
- Check your stop tap to see if it's working. If it is, turn it off to minimise problems when your pipes thaw.
- If there's a stopcock on the system side of the header tank, turn this off to stop water leaving the tank.
- Call a reputable plumber.
If you're confident about carrying out your own DIY, please follow the next steps to thaw your pipes:
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- Move anything that might be damaged if the pipe bursts.
- Check all visible pipes for damage or evidence of freezing.
- Turn the COLD taps on nearest to the frozen part of the pipe so water can escape when pipes are thawed - but don't turn HOT taps on until the central heating or immersion heater is switched off.
- Put a hot water bottle on the pipe or use a hairdryer in short bursts - but take care; the pipe may burst as it thaws and it could spray water.
- NEVER use a naked flame. Don't use a blow lamp or heat gun. Keep heat away from water meters.
- Once pipes are thawed, allow water to flow until normal flow is restored.
- Turn off your tap and insulate your pipework to prevent further freezing or provide additional heating in the affected area.