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.
Prefer to call us?
Need further help with your bill or water acccount? Speak to one of our friendly customer service team, here to help you on:
- 0345 672 2888 (for customers who don't have a water meter)
- 0345 672 2999 (for customers with a water meter)
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.
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.
Why has my payment plan increased?
There could be a number of reasons why your payments are higher than expected.
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
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.
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
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...
Have you recently moved into a new home with a water meter?
If you’ve recently moved into a new home, this is likely to be the reason for an increase in your water use. You often use a lot more water when you move home due to cleaning the property, decorating and/or renovations so your first bill is likely to be higher than subsequent bills. Why not order some water saving freebies to help save water in the home? They’re easy to fit and will help to reduce both your water and energy bills.
I'm moving house, what do I need to do?
It’s quick and easy to tell us you are moving home online.
Will I get a refund if there is credit on my account?
If you have a water meter and have a credit on your account, please give us a meter reading so we can bill you for the water you have used.
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.
Are you stopping meter readers entering homes following Government advice on social distancing?
Yes, following the latest government advice we’ve stopped our teams from taking meter readings when it involves entering a customer’s home. Instead, when it is time for your next bill we will ask that you submit a meter readings via our website or mobile app. If we don’t receive a meter reading we will bill you using an estimate.
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 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.
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
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.
Why won’t my meter reading submit?
Please double check that the reading you are entering is correct