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Contact us

We're here to help with any queries you may have. We've got lots of ways for you to contact us. Choose your preferred option below:

Got an emergency?

Click here if you've got a problem with your water supply, are looking for an approved plumber or would like to report a problem.

Let us know you're moving home

It's quick and easy to move home online.

Need help with a billing query?

Click here to manage your billing queries online

My Account

Register for our free online service and you can access your water account whenever it suits you

Send us your feedback

Let us know how we are doing

Other ways to get in touch

Click here to find out other ways you can contact us

Prefer to call us?

Need further help with your bill or water account? Speak to one of our friendly customer service team, here to help you on: 

We are open Monday-Friday, from 8am-8pm, and Saturday from 8am-4pm, excluding bank holidays.

Water and wastewater queries & emergencies Got a burst pipe, blocked drain or sewer? Worried about the colour of your tap water or your water pressure? Our team are here to help, 24 hours a day, on 0345 672 3723.

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Frequently asked questions

  • I want to pay my bill, how can I do this?

    Click here to find the different ways you can pay your water bill.

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  • Why has my payment plan increased?

    There could be a number of reasons why your payments are higher than expected.

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

    You can update your bank details by logging in or registering for My Account

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

    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.

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  • 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

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  • Why is my balance showing as in credit?

    If you’re a metered customer, any credit showing on your account will go towards your next bill. Find out more about credits...

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

    It’s quick and easy to tell us you are moving home online.

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  • I've moved house - when will I receive a bill?

    Assuming you have already contacted us on 0345 026 7661 to let us know about your move, the final bill for your old home will be sent to your new address and should arrive within a week of moving into your new home.

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  • My home is empty, what do I need to do?

    Charges will be made where services are provided to a premises (for example, renovating your home, cleaning or heating).

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  • 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.

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  • Do you sell water butts?

    Yes we do.

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  • 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.

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  • What is the lowest bill guarantee?

    Our lowest bill guarantee is our promise that you'll always pay the lowest bill when you switch to a meter.

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  • I already have a water meter, does the lowest bill guarantee apply to me?

    Our lowest bill guarantee applies to all customers who apply for a meter from 4th September 2020 onwards.

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  • 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.

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  • 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.

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  • I cannot find my external stop tap. Can you come out and help me?

    Please call us on 0345 672 3723 as we may be able to tell you where the external stop tap is over the telephone.

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  • How do I make a complaint?

    We try really hard to please our customers, and are always disappointed when we fall short.

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  • Why have I received a text message about updating your app?

    We’ve made some important changes to our app. You will need to update to the new version of our app (version 1.1.4) by 26th April 2019

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  • I submitted a meter reading on the App – why isn’t it showing on my readings history?

    If the reading was submitted recently, it might need a bit more time to show up on your account.

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  • Why won’t my meter reading submit?

    Please double check that the reading you are entering is correct

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View all FAQs

Priority Services

Our Priority Services are free and allow us to help our customers who might benefit most from additional support

Want to make a complaint?

If you feel we’ve fallen short and haven’t been able to help sort your issue, please tell us about it.

Have we gone the extra mile?

Have you received excellent customer service? Do you want to say thank you? Or if you've got any ideas to help us improve, we'd love to hear them