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Help with your water supply

Letting you know when the water is off

If we have to turn off your water to carry out planned work, we will put a card through your letterbox beforehand to tell you about it. If you are blind, partially sighted or have difficulties reading or understanding English, we will contact you in the way you asked us to if you're registered for Priority Services. If you would like to register for our Prioirty Services scheme, please visit the link below.

REGISTER HERE

There will be times when it’s not always possible to tell you beforehand, for example, if there is a burst water pipe affecting your supply. If this happens, we will contact you at the time to make sure you are kept informed about what is happening.

Alternative water supplies

If your water is likely to be off for more than 12 hours, we will try to make water available in your area using other means. We will contact you in an emergency to understand how we can help, which may include delivering a supply of bottled water to your home.

Flooding

If you are a Priority Services customer and suffer flooding from the sewers, you can contact our dedicated team and we will arrange to visit your home to help with cleaning up the mess. If you have to move out of your home while we clean up, we’ll suspend your bills during the time you’re away from your home.

Help with your water meter

If you have a water meter in your home but find it difficult to get to it or read it due to a disability, we may be able to help by moving the meter to a more accessible place, as long as your plumbing arrangements allow this. If you are blind or partially sighted, we can also arrange for your meter to be read every three months to help you keep track of how much water you are using.

Important Notice

Cold Weather

Due to the freezing weather conditions across the region a number of our customers are experiencing no water or reduced pressure, caused by frozen pipes in their home. There are a few things you can do to check if you have frozen pipes. If you are unable to complete these checks please reach out to your family, friends or neighbours to see if they can help:

  1. If there are no local issues check with your neighbours. If they have water, you may have a frozen pipe in your property.
  2. Here’s what to do. Turn off your stop tap by turning it clockwise, it’s usually found under your kitchen sink, but can be in your garage or cellar.
  3. Once you’ve turned your stop tap off, turn on your cold tap in the kitchen
  4. If you have no water, this could be due to a frozen pipe somewhere in your home. This may be the pipe which comes into your home near to where your stop tap is located.
  5. Carefully thaw the pipe using a warm towel, or if safe to do so a hairdryer in short bursts, ensuring you keep well away from water. If you can get water from a neighbour you could try a hot water bottle too. This could take a while, depending on how frozen and big your pipes are.
  6. Switch your stop tap back on to see if the water is running.

You can find more information at www.unitedutilities.com/frozenpipes.

If you have followed all of the advice provided and still want to talk to us, please give us a call. As we are experiencing really high call volumes at the moment, please bear with us as wait times will be longer than usual. 

Due to the freezing weather conditions across the region a number of our customers are experiencing no water or reduced pressure, caused by frozen pipes in their home. For more help and advice if you have a frozen pipe head to www.unitedutilities.com/frozenpipes.

Cold Weather

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