Repairing our water pipes

If we plan to work on the pipes that get water to your home, we’ll do our best not to disrupt you. We may have to shut off the water to your home at some point and, if we need to do this, we will always try to:

  • make you aware of our plans several weeks in advance, so you are prepared
  • write to you to confirm the times when we expect your water to be turned off. If your water is going to be off for more than four hours, we’ll give you written notice, at least 48 hours in advance

If we're unable to give you 48 hours' notice and your water will be off for more than four hours, then we’ll pay you £25. And, if we can’t restore your water supply within the times we set out in our written notice, we’ll also pay you £30 - plus another £30 for every additional 12-hour period we leave you without water.

Emergency repairs

Sometimes pipes can burst without warning and will need emergency repairs. We'll still do our very best to let you know what’s happened by popping a card through your door, using news bulletins on your local radio station and through social media channels. We’ll also keep you up to date on the planned works section of our website.

Waterman image

Where local water pipes have failed, we do our very best to restore your water supply within 12 hours and, where we can, we will always try and isolate the pipe and bring you water from other parts of the network while we fix it. Sometimes the repairs we need to make can be complex and it may take us a lot longer than you would like. If your water doesn’t come back on within 12 hours, we’ll pay you £30, plus another £30 for every additional 12-hour period that we leave you without water.

When we do need to fix a major water main, which might supply lots of customers, we’ll make other sources of water available to you (this might be our water on wheels tankers in the street) within 12 hours. If we don’t, you can claim £20 in compensation.

High Demand

Help to save water where you can

We’re all enjoying the hot weather but with more of us at home we’re seeing big increases in water demand that may lead to low water pressure in some areas. Our key workers are working around the clock pumping extra water into the network but we’re asking our customers to help save water where they can. Together we can make a big difference. 

You can help by saving water where you can, on average each person uses 142 litres per day and there are some really easy ways to save. 

For water saving tips and more click here

We’re all enjoying the hot weather but with more of us at home we’re seeing big increases in water demand that may lead to low water pressure in some areas. Our key workers are working around the clock pumping extra water into the network but we’re asking our customers to help save water where they can. Together we can make a big difference.

Help save water

Please click the button below to confirm you have seen this message

I have read this info