Supporting you when you have no water
During an incident, like a loss of water supply, we'll regularly keep you updated by:
- SMS updates - sign up for text alerts.
- Regular updates to our incident map
For larger incidents, we'll also keep you updated by
- Social media updates (Facebook, X and Instagram)
- Latest news updates on our website.
If your water supply is interrupted because of an incident or unplanned work, we’ll do everything we can to make sure you still have access to water. We’ll do this by using our tankers to fill up reservoirs or add water directly into our network, or set up bottled water stations and deliver water to your door.
Eligible customers on our Priority Service Register, may be entitled to receive water deliveries during a loss of supply. Our free confidential Priority Services Register (PSR) supports customers with additional needs, such as disabilities and illnesses, on a long-term or temporary basis, prioritising those who need our support the most.
If you are eligible for bottled water deliveries, we will notify you to confirm when this is happening. If you are a Core Priority Services customer we’ll deliver bottled water within 12 hours of your supply being interrupted, unless your water supply is returned before then. We don’t usually deliver through the night so this timeframe is paused between the hours of 11pm and 8am. We'll carry on delivering bottled water every 24 hours until your water returns.
You’ll be able to collect water at drive-through bottled water stations with safe pedestrian access. They’ll be set up around the local area with locations being agreed in advance, working with local authorities and as part of our emergency planning process.
