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Help and support

As a customer of ours you can always expect a friendly ear.

There are loads of ways for you to get in touch with us, from phone numbers to social media and an online live chat service.

If you've got an emergency - such as no water, you've spotted a leak or you've a blocked drain, or you're simply driving past our roadworks and wondering why we're digging up the road near you, find the information you need here. Perhaps you want to chat to someone about paying your bill, how you can save money, or signing up to Priority Services if you need a little extra support because of a medical condition, for example.

Whatever your reason for contacting us, and however you decide to do it, rest assured that you'll be in touch with a specially trained person who knows how to help.

Got a problem?

Is something wrong with your water pressure? Have you had a flood or a burst pipe? Get in touch and we'll help

Emergency help

Cut your water and energy bills

Order your FREE water saving gadgets and start saving

Free water savers

Wastewater services

We collect a total of around 1,271 million litres of wastewater every day in the North West, transporting it along 72,000 kilometres of pipes and sewers to over 580 wastewater treatment works, all dedicated to cleaning the water before returning it safely to rivers and the sea.

Find out more

Finding it hard to pay?

If you're having trouble paying your bill, please give us a call on 0800 072 6765. We are here to help you. We know how stressful this can be so please call us as soon as possible. We can make sure you've all the right support to help you get back on track

Find payment help

Manage your account online

Keep organised online. Give us a meter reading, see your statement, pay your bill or set up a Direct Debit

Access your account

Priority Services

Our Priority Services are free and allow us to help our customers who might benefit most from additional support due to things like age, disability, mental health problems or language barriers

See if we can help
  • I want to pay my bill, how can I do this?

    We have a wide range of payment options to suit all customers.

  • Why has my Direct Debit increased?

    There could be a number of reasons why your Direct Debit is higher than expected.

  • How do I change my bank details on my Direct Debit?

    Please call us on the following numbers to change your bank details:

  • Can I view my bill online and stop receiving paper copies?

    Yes - once registered for My Account, our free online service, you can choose to view and download your bills online rather than waiting for them to arrive through the post.

  • How can I request a paper copy of my bill?

    Please call our billing team on the following numbers to request a copy of your bill

  • How can I register for My Account?

    You can register from the My Account home page.

  • I'm moving house, what do I need to do?

    We know that moving home is stressful enough without worrying about your water supply – just give us a quick call on 0345 026 7661 and we’ll make the whole thing as easy as possible.

  • Will I get a refund if there is credit on my account at my old home?

    If you're moving home within the our region (North West England) any credit on your account will automatically be transferred to your new address and will appear on your next bill.

  • When should I let you know about my move?

    Please let us know the date you are moving as close to your move date as possible (but no sooner than 28 days before your move) so that we can update our records.

  • What water saving items do you give away?

    We offer a choice of free items including a save-a-flush, a shower regulator, a shower timer, a tap insert and a 'toothy timer' for the kids.

  • Do you sell water butts?

    Yes we do.

  • How can I save water?

    There are lots of small things you can do around the home to save water - from only switching on the dishwasher when it's full, to fixing that dripping tap.

  • Will installing a water meter save me money?

    The majority of our customers who switch to a meter make a saving on their water bills.

  • I have moved into a property with a meter can I have it removed?

    No - if there was already a meter in the property when you moved in then you’ll be charged using your meter readings and you can’t be charged on a non-measured basis (rateable value).

  • What is an Automated Meter Reader?

    An Automatic Meter Reader (AMR) meter can be read remotely rather than having to visit your home to manually read your meter.

  • What is the water hardness for my area?

    You can find this out (along with lots of other interesting facts about your water) by entering your postcode in our water quality search.

  • I have no water (or low pressure), what should I do?

    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 - there may be a pipe burst which is affecting your water supply

  • I have a blockage in my sewer. Please can you come and fix it?

    We'll certainly try to help if we can.

View all FAQs