Frequently asked questions

The water we supply to homes and businesses across our region comes from a variety of raw water sources. Water sourced from underground aquifers tends to be harder than water from lakes and reservoirs due to it containing more minerals as it has passed through layers of rock, before being pumped to the surface, treated and then distributed into the pipe network.

While many customers do not notice a difference in their drinking water, some see changes in the taste or appearance of hot and cold drinks or when using cleaning or bathing products as it can be a little more difficult to create a lather. In some instances, you may find the water can produce limescale on sinks or kettles. There are cleaning products widely available which are designed to help remove limescale easily.

Don’t worry, we’ll still be supplying you with high-quality water which is safe for human and animals to consume. Many areas in our region are supplied with water from underground aquifers

None of the water supply in the North West is artificially softened. Water can be softened artificially by the installation of a water softener or the use of certain ‘jug type’ filters.

If you are considering installing softeners, it should be fitted after the drinking water tap and comply with the requirements of the Water Supply (Water Fittings) Regulations 1999. They should be maintained in accordance with manufacturers’ instructions.

This is a matter of personal choice, you don’t need to have a water filter as all drinking water within the North West meets all water quality standards, which are monitored by the Drinking Water Inspectorate.

Although many people think water has no taste, and it can be difficult to describe, the naturally occurring minerals can alter this and some people are more sensitive to variations and find that ‘jug type’ filters can help. The taste you experience can also be influenced by the presence of chlorine (which we use to kill any harmful germs) and certain plumbing materials can also affect the taste and smell of drinking water. The Chlorine section below provides advice and simple steps you can take to help address this.

Please refer to against your dishwasher’s manufacturer instructions for using  follow advice accordingly.

Please note that most manufacturers require the use of distilled water.

However, if using boiled tap water, harder water can cause additional mineral build-up within the machine. Refer to the manufacturer’s instructions as you may need to clean the machine more regularly.

Your water will remain safe, meeting all water quality standards, monitored by the Drinking Water Inspectorate. For any medical conditions, we recommend that you consult your medical professional for advice.

If you keep reptiles, fish or aquatic species, it’s recommended to test at each and every water change to help understand what treatment you may need to carry out and continue to carry out regular monitoring. You can use our water quality register to see how the water chemistry for your area changes over time, but please remember that the data is always slightly behind and illustrates the typical value over a 12-month period. We also recommend that you speak to an expert or pet shop for any further advice.

The drinking water supplied to you will continue to meet the standards required by European Union legislation. Water from ground water sources, even when treated, is generally harder as it absorbs the naturally occurring minerals in the environment as it moves into the ground and flows through rock. The water is still treated and undergoes the same rigorous treatment process, so you can continue to use water as you normally would.

Chlorine is used to treat drinking water and to keep it safe to drink, it isn’t harmful and levels are closely monitored, but some people are more sensitive to the taste and smell than others. There are ways you can reduce taste and smells associated with chlorine:

• Fill a jug or glass container, cover it and allow the water to stand in the fridge until needed. If you don’t use it within 24 hours, you should discard it – why not use it to water your plants rather than pouring it down the sink?
• If you're really sensitive to the smell and can still detect it after storing it in the fridge, try boiling the water. This removes most of the chlorine. After the water cools, store it in a closed container in the fridge. Again, if you haven’t used it all within 24 hours, please discard it and use it to water your plants.
• You might also consider using a home treatment device, like a water filter; generally these are not necessary, but some customers like to use them. You will need a filter containing activated carbon, which absorbs chlorine and other substances that can influence the taste of the water.
• If not properly maintained, such devices may cause problems with water quality. Any device which is ‘plumbed-in’ must comply with the Water Supply (Water Fittings) Regulations 1999. Further information and advice about water filters can be found from the Water Regulations Advisory Scheme.

Fluoride occurs naturally in most water supplies, although the actual amount present varies depending on the raw water source. Water supplies in the North West are naturally low in fluoride.

There are a small number of areas where fluoride is artificially added as instructed by the Secretary of State for Health and Social Care, the associated water company must comply with these. Further information is available by entering your postcode on our website water quality page.

No, this change will not have any impact on how much you pay for your water.

We’ve contacted customers either by email, text message or letter to let them know about these changes to their water source, we also provide extra support to vulnerable people through our Priority Services Register. Please visit this link to find out more and sign up Priority Services.

Thank you for your support and understanding. If you have any further queries, please get in touch by completing our feedback form.

You can always call us on 0345 672 3723 (select option 1) quoting the project number on the letter, email or text message you’ve received or contact us via our social media channels.