Help and support

Need help with your water, wastewater, account or bill? You've come to the right place!

What can we help you with today?

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Report a problem

Report your problem and get further support and guidance.

Report a problem

How to save water in your home

Discover simple tips for saving water around your home.

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My water looks, smells, or tastes unusual

Identify and resolve issues with your water's taste, look, or smell.

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How do we fix leaks?

Read more about our process for prioritising and fixing leaks in public places.

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Report a pollution

When there’s a wastewater/sewer leak or pollution, we want to sort it as quickly as possible. Let us know if you spot something so we can take immediate action.

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How to prevent blockages

Learn more about blockages, how to report and prevent them, and how our blockbusting team help prevent flooding

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I have no water

Here's what to do if you suddenly find you have no running water in your home.

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I have a blocked drain

Here you can find guidance on what to do if there is a blocked sewage drain outside your house.

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Hard water checker and full water quality report

Enter your postcode to check if your water is hard or soft and other information about your supply. Download a full water quality report.

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I want to report a blocked or flooded sewer

If you spot a blocked or flooded sewer, please help us locate it by filling in this form.

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Faulty plumbing in your home

Learn more about illegal connections and the potential impact of faulty plumbing on the environment.

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Submit a meter reading

Submitting your water meter reading is quick and simple. Learn more here about what you'll need and what to do if you think the reading is wrong.

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Managing fat, oil and grease (FOG - Food Businesses)

Read our advice on safely managing fat, oil and grease in your food business.

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What happens when there's an incident

Learn more about the help and support you can expect from us during and after an incident.

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Surface water rebate

Apply here for a surface water rebate. You may qualify for this if rainwater from your property doesn't drain into the public sewer.

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How to find and fix leaks in your house

Get advice and guidance on finding a water leak in or outside your house, and how to go about repairing it.

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Where's my stop tap?

Read or watch our short guide on how to find your internal and external stop taps.

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I've repaired a leak

If you have repaired a leak within your boundary, please let us know by submitting this form.

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Re-laying your supply pipe

Follow this guide when re-laying your supply pipe to make sure it passes inspection.

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What we're doing to minimise leaks

Learn more about what steps we're taking to minimise leaks in our network.

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My property is flooded

Find out what to do next if your property has been flooded with sewer water or clean water.

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External flooding claim

If your property has been affected by flooding from the public sewer, you can use this form to make an external flooding claim.

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Who is responsible for flooding?

Learn more about who's responsible for flood prevention and recovery efforts after a flood.

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Report a leak in a public place

If you discover a leak in a public place, identifying it and reporting it to us can help us get it fixed faster.

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Find an approved plumber

The WaterSafe directory can help you find an approved plumber in your area.

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How to find and read your water meter

Here's how to locate your meter, take an accurate reading, and familiarise yourself with the latest Automated Meter Reading (AMR) technology.

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Landlords

Domestic landlords, housing associations and letting agents can manage billing information for tenanted properties through the Landlord and Tenant Address Portal, Landlord TAP.

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Home assistance cover

Home assistance cover can offer you peace of mind in the event of an unexpected plumbing or drainage emergency.

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How to avoid bogus callers

Read our tips and advice on how to check if the person visiting your home is a genuine representative.

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Update your Priority Services details

If your individual needs have changed and you'd like to update your Priority Services details, you can use this form to let us know.

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Priority Service Register

If you have any extra individual needs, such as an illness or other impairment, you can apply to join our Priority Services Register.

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Extra help and support

We can offer a range of Priority Services to customers with individual needs, including extra assistance with your water bill.

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What if I can't pay my bill?

We understand this can be tough and we want to help in any way we can. Here you can find more information and advice on your available options.

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Spreading the cost of your bill

Find out more information about how a payment plan can help you spread the cost of your bill if you're struggling.

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How would you like to pay

Learn more here about the different ways you can pay your water bill online, over the phone, or in person.

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Wastewater-only bills

Where a different water company supplies your water, we will only bill you for our wastewater services.

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Average water use and cost

Here you can find guides on how much your household water bill may be (based on average usage) and why your bill might be higher.

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How we calculate your bill

Here you can find more information about how we calculate charges for our household customers.

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I don't understand my bill

Here you can find breakdowns of the different types of water bills you may receive.

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Tell us about a bereavement

We're here to support you at this difficult time. These forms make it quick and simple to tell us about changes to the account.

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Apply for a water meter

If you'd like to have a water meter installed on your property, you can apply here.

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How to fix a dripping tap

Here you can read a step-by-step guide on how to fix a dripping tap by replacing the washer.

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Water saving home visits

Find out more about how our water-saving home visits can help you use less water at home and save money on your bills.

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How to save water in your garden

Here are our top tips for helping your garden thrive while helping to save water and protect our environment.

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Save water in hot weather

Here are our tips for saving water in and around your home when it's getting hot outside.

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How to stop your pipes freezing

Preventing your pipes from freezing over the winter can save you a lot of potential damage and costs. Here's how to do it.

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Prepare your home for winter

Follow these tips to help you prepare your home for winter and prevent potential damage from frozen or burst pipes.

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Temporary use ban advice

We may put Temporary Use Bans (TUBs) in place when we need to save water and protect our sources.

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How we keep your pipes clean

Learn more about how we use water flushing to remove built-up sediment from pipework.

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Drinking water standards

Learn more about where our water comes from and how we ensure drinking water standards.

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Is there lead in my water?

Learn more about how lead can get into drinking water and what to do if you think you have lead in your plumbing.

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How much chlorine is in my water?

Find out how we use chlorine during our treatment to make water safe to drink.

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I have low water pressure

Learn more about what it means when you have low or no water pressure, and what you can do to restore it.

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Stagnant water advice

Get advice on what to do when re-opening a premises after it has been vacant or water usage has significantly reduced.

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Leakbot Trial

We're looking at innovative ways to tackle leaks and save water within the home with our LeakBot trial.

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Taking water samples at customers’ homes

Sometimes we may need to send a technician to your property to check your water quality. Water samples are taken at random, so we can’t make an appointment before the technician’s visit.

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What to do when you're moving house

Here's what to do if you're moving home and need to create, change, or close an account.

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Tell us you're moving

Moving home? Update your account with us effortlessly based on your situation—whether you're new to the area, staying local, or moving away.

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How to set up your water bill

Getting your water bill sorted is quick and easy. Simply follow our guide to update your online account with your new address and the date you moved in.

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Moving home checklist

Preparing for a move? Our guide offers key steps for setting up your water bill, informing your existing water company, and settling into your new home smoothly.

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Essentials Tariff Renewal Declaration

The renewal of your entitlement to our Essentials tariff is now due. You can let us know if you are still eligible to receive a discount by using the form on this page.

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Why is my bill going up?

We know a price rise is never welcome and will be hard for many alongside other cost of living increases. We wanted to explain, in more detail, why we need to increase bills and the support we’re offering to those who need it.

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What to expect when your water returns

After a loss of water supply, your water may look or taste a little different. Find out what to expect when your water comes back on.

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Help and support

What can we help you with today?

How to save water in your home

My water looks, smells, or tastes unusual

How do we fix leaks?

Report a pollution

How to prevent blockages

I have no water

I have a blocked drain

Hard water checker and full water quality report

I want to report a blocked or flooded sewer

Faulty plumbing in your home

Submit a meter reading

Managing fat, oil and grease (FOG - Food Businesses)

What happens when there's an incident

Surface water rebate

How to find and fix leaks in your house

Where's my stop tap?

I've repaired a leak

Re-laying your supply pipe

What we're doing to minimise leaks

My property is flooded

External flooding claim

Who is responsible for flooding?

Report a leak in a public place

Find an approved plumber

How to find and read your water meter

Landlords

Home assistance cover

How to avoid bogus callers

Update your Priority Services details

Priority Service Register

Extra help and support

What if I can't pay my bill?

Spreading the cost of your bill

How would you like to pay

Wastewater-only bills

Average water use and cost

How we calculate your bill

I don't understand my bill

Tell us about a bereavement

Apply for a water meter

How to fix a dripping tap

Water saving home visits

How to save water in your garden

Save water in hot weather

How to stop your pipes freezing

Prepare your home for winter

Temporary use ban advice

How we keep your pipes clean

Drinking water standards

Is there lead in my water?

How much chlorine is in my water?

I have low water pressure

Stagnant water advice

Leakbot Trial

Taking water samples at customers’ homes

What to do when you're moving house

Tell us you're moving

How to set up your water bill

Moving home checklist

Essentials Tariff Renewal Declaration

Why is my bill going up?

What to expect when your water returns

Do you have an emergency?