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Report a problem

Please follow the simple step-by-step process below to report a problem and we’ll do our best to help as soon as possible.

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What is your issue?

What best describes your issue?

An illustrated outline of a water drop An illustrated outline of a water drop

Water leak

An illustrated outline of a tap An illustrated outline of a tap

Water supply

An illustrated outline of a glass of water An illustrated outline of a glass of water

My water tastes, smells or looks unusual

A manhole, cover or lid

An illustrated outline of a water pipe with a water drop in a circle An illustrated outline of a water pipe with a blockage in the middle

Drainage or flooding

Other

Where is the leak?

Inside my home or business

An illustrated outline of a river and trees An illustrated outline of a river and trees

In a public place

An illustrated outline of a water drop with ripples underneath An illustrated outline of a water drop with ripples underneath

Outside but within my property boundary

Contact a plumber

If the leak is inside your home or business, you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why it’s so important to only get assistance from approved plumbers.

Why is it important to find an approved plumber?

All plumbing work needs to comply with water regulations.

All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractors’ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.

Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.

You can search for many different services on WaterSafe, including:

  • Emergency plumbing
  • Underground plumbing
  • Sanitation
  • Leak detection
  • Commercial plumbing
  • Water services (groundworkers, catering installers, point of use installers).

 

 

If you have a leak in your home

Leaking pipes and dripping taps can waste a lot of water and cost you money.

If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.

Please describe the leak

Trickling or damp patch

Small puddle or water bubbling from the ground

Water is flowing quickly across the ground or is creating a large pool

A burst, water is spraying from the ground

Trickling or damp patch

If you see a small trickle of water or a damp patch in a public place that isn’t from recent rainfall, please use the form below to get in touch. Please be as detailed as you can about the location of the leak so that our team can find and fix it as soon as possible.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water leak/In a public place/Trickling or damp patch

Please select one

We need to pinpoint the leak, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Water leak/In a public place/Trickling or damp patch

This is so we can send you confirmation that your leak has been reported.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Small puddle or water bubbling from the ground

If the leak looks like it’s bubbling up from the ground and/or is forming a small puddle, you can use the contact form below to report it to us. When filling out the form, please be as specific as you can about the location so that we can find and fix the leak.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water leak/In a public place/Small puddle or water bubbling from the ground

Please select one

We need to pinpoint the leak, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Water leak/In a public place/Small puddle or water bubbling from the ground

This is so we can send you confirmation that your leak has been reported.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water is flowing quickly across the ground or is creating a large pool

If you see water flowing quickly across the ground or creating a large pool, please notify us as soon as possible so that we can quickly respond to the situation. You can do so by calling 0800 820 999 or speaking to us through our Live chat feature.

A burst, water is spraying from the ground

If you see that a pipe has burst and water is spraying from the ground, we’d really appreciate it if you notify us as soon as possible so that we can respond quickly. Please call us on 0800 820 999 or get in touch via our Live chat.

Is the leak on your water meter?

Yes

No

If the leak is on your water meter, please describe what you can see

Trickling or damp patch

Small puddle or water bubbling from the ground

Water is flowing quickly across the ground or is creating a large pool

A burst, water is spraying from the ground

Water Leak: Trickling or damp patch

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water leak/outside but within my boundary/trickling or damp patch

Please select one

We need to pinpoint the leak, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Water leak/outside but within my boundary/trickling or damp patch

This is so we can send you confirmation that your leak has been reported.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water Leak: Small puddle or water bubbling from the ground

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Water leak/outside but within my boundary/Small puddle or water bubbling from the ground

Please select one

We need to pinpoint the leak, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Water leak/outside but within my boundary/Small puddle or water bubbling from the ground

This is so we can send you confirmation that your leak has been reported.

Step 1: About the leak

Tell us about your leak.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Is the leak on your private supply pipe?

(The pipe that runs from our network to your property)

Yes

No

Is the leak on your private supply pipe? Yes

Please fill out the form

When filling out the form, please provide as much detail as you can about the leak, and we’ll be in touch to help you fix the problem.

Default Report form

Is the leak on your private supply pipe? No

In this case, we recommend that you contact an approved plumber to help you resolve the problem. You can use the link to search for plumbers in your area or read more to find out why it’s important to only get assistance from approved plumbers.

Why is it important to find an approved plumber?

All plumbing work needs to comply with water regulations.

All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractors’ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.

Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.

You can search for many different services on WaterSafe, including:

  • Emergency plumbing
  • Underground plumbing
  • Sanitation
  • Leak detection
  • Commercial plumbing
  • Water services (groundworkers, catering installers, point of use installers).

 

 

If you have a leak in your home

Leaking pipes and dripping taps can waste a lot of water and cost you money.

If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.

Please describe your water supply issue

An illustrated outline of a leaking water pipe An illustrated outline of a leaking water pipe

Low pressure

An illustrated outline of a meter An illustrated outline of a meter

High pressure

An illustrated outline of a water drop in a circle with a line through it An illustrated outline of a water drop in a circle with a line through it

No water

Cloudy water

Stop tap

Why do we manage water pressure?

Water pressure is the force of water that gets pushed through pipework, which results in the strength of the flow that comes through your tap.

We monitor water pressure all the time. This is because it’s an important way for us to prevent leaks, save our precious water, make sure you have a constant supply and reduce your bills.

We manage the strength of the water flow so that there’s enough for your everyday needs, but not so much that it causes bursts and leaks.

Frequently asked questions about water pressure

If your house suddenly has low water pressure at certain times of day, it could be because it's a period of high demand. This can result in water pressure being high at night (a stronger flow through your taps) when few people are using it and lower during certain times when lots of people are using it.

If there is little or no water running from your tap then there may have been a burst water main in your area. Turn off the taps and contact us for more information.

If we're carrying out work on our network which would interrupt your water supply for more than four hours, we will let you know at least 48 hours in advance, usually by letter or card.

If you have any additional needs, such as kidney patients on home dialysis, you can join our confidential Priority Services Register and we'll make sure you have bottled water in the event of an interruption to water supplies.

This can be down to a few factors. Your water pressure can depend on the local geography, whereabouts your home is in relation to our service reservoir or water tower, and how much higher (in terms of ground level) either of these is in relation to your home. Did you know, for instance, that homes at the top of a hill will receive water at a lower pressure than those at the bottom?

The pressure within our pipes varies across the day and we use control devices installed on our pipes to stabilise pressures. This normally involves lowering pressures at night, when demand is low and pressures are generally at their highest. However, it can also involve increasing pressures during times when demand is high and pressures are normally at their lowest. We continually monitor pressure.

If you are in a part of our supply network where we are introducing pressure management for the first time, you may notice a change in the pressure you receive.

This shouldn't mean that you will receive less water, although you may need to turn your taps on further or it will take a little longer to fill a bath or washing machine.

In the unlikely event that our management of pressure stops you from receiving a consistent water supply, we'll investigate, increasing pressure when applicable, and work with you to resolve any problems.

However, the majority of customers in areas where we're managing water pressure will not be significantly affected and it is likely that they may not even notice the change.

We manage pressures across our supply network in accordance with our Guaranteed Standards Scheme (GSS) which emphasises our commitment to our domestic customers, detailing the minimum standards of service you can expect.

Spluttering taps, irregular water flow and vibrating pipes may indicate that there are air bubbles present.

Air usually gets trapped at high points in your water supply system, and to force this out, you have to temporarily increase the force of the water flowing through the pipes. The high volume of water created by turning on all of your taps causes a rush of water through your pipes that carries the air bubbles out.

How to clear an airlock:

  1. Check the main water supply valve (stop tap) to make sure that the water in your house is turned on.
  2. Move through your house and turn on every hot and cold water tap, beginning with the tap closest to the main water supply valve. Work your way to the furthest tap.
  3. Flush all toilets and run the water in all appliances or fixtures that use a water connection. For example, fill a cup with water from the refrigerator dispenser and run the dishwasher and washing machine through a rinse cycle.
  4. Let the water flow for about 10 to 15 minutes or until it begins to flow normally at every tap, without any spluttering or banging.
  5. Go back to the last tap you opened, farthest away from the main valve, and turn off the water. At each toilet, turn off the tap that is closest to the main valve first, then flush the toilet. Wait about two minutes before closing the next taps.
  6. Continue turning off taps. Work your way back to the first taps you opened until you’ve turned the water off at all taps and fixtures. This should get rid of the air pockets.
  7. Contact a plumber to inspect your pipes if clearing the air from the lines doesn’t stop the problem. You may be dealing with water hammer or improperly sized pipes.

Tip

Loud thumps or bumps or prolonged noises and vibrations are usually caused by air in your pipes. If noise or sputtering occurs when you close a water valve or an appliance such as a dishwasher or washing machine switches cycles, it's more likely to be a pressure surge than air in the pipes.

Contact a plumber

If you have high water pressure and it's causing you issues you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why it’s so important to only get assistance from approved plumbers.

Why is it important to find an approved plumber?

All plumbing work needs to comply with water regulations.

All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractors’ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.

Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.

You can search for many different services on WaterSafe, including:

  • Emergency plumbing
  • Underground plumbing
  • Sanitation
  • Leak detection
  • Commercial plumbing
  • Water services (groundworkers, catering installers, point of use installers).

 

 

If you have a leak in your home

Leaking pipes and dripping taps can waste a lot of water and cost you money.

If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.

Why do I suddenly have no water?

If you have no water, it’s usually down to a pipe leak or burst water main rather than scheduled work we’re carrying out. If you do find you have no water in your home, we’ll work hard to fix the problem as fast as we can.

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Enter your postcode to check whether the issue has been already reported and get live updates.

Sorry we can't find your postcode, please view our FAQ for help.

When will my water return?

Unfortunately, there isn't a sure way of saying how long it will be before your water returns. This can depend on the complexity of the problem and how long it takes us to fix it.

We’ll be doing our very best to get water back into your homes. In the meantime, try to use what water you have sparingly.

If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us on 0330 303 0368 (you’ll only be charged for a local call).

Cloudy water

Stop tap

Where is your stop tap?

Outside

Inside my house

Outside stop tap not working

If your outside stop tap isn’t working properly or you’re unable to turn it fully on or off, you can use this form to get in touch. Please describe your problem in as much detail as possible so we can help you fix it quickly.

Outside stop tap not working

This can be found in the top right corner of your bill and is 8 or 10 digits long.

Attach a supporting image

Where to find your external stop tap

External stop taps are normally found outside your home in the public footpath. They are sometimes located in driveways, gardens or grass verges.

Where to find the stop tap in your house

Internal stop taps are normally found under the kitchen sink but you may also find them under the stairs or in the downstairs toilet.

If you live in a flat, there may be a communal stop tap that supplies several flats. Or, you may have another stop tap in your flat where the supply enters.

Watch our short guide on finding your stop tap

What type of manhole cover or lid is it?

Stop tap / valve

Manhole

Road gulley / cover

Boundary box

Hydrant / valve

Don't know

Is there a danger to the public?

Yes

No

If there’s a problem but it’s not a danger to the public, you can use the form below to report it to us.

When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.

Stop tap / valve

We need to pinpoint the issue, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Please give any further information that can help us understand the issue.

Is there a danger to the public?

Yes

No

If there’s a problem but it’s not a danger to the public, you can use the form below to report it to us.

When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.

Manhole

We need to pinpoint the issue, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Please give any further information that can help us understand the issue.

Road gulley / cover

Is there a danger to the public?

Yes

No

If there’s a problem but it’s not a danger to the public, you can use the form below to report it to us.

When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.

Boundary box

We need to pinpoint the issue, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Please give any further information that can help us understand the issue.

Is there a danger to the public?

Yes

No

If there’s a problem but it’s not a danger to the public, you can use the form below to report it to us.

When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.

Hydrant

We need to pinpoint the issue, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Please give any further information that can help us understand the issue.

Drainage or flooding

An illustrated outline of a house partially submerged in water An illustrated outline of a house partially submerged in water

My home or business is flooded with sewer water

An illustrated outline of a plant pot An illustrated outline of a plant pot

My garden is flooded with sewer water

An illustrated outline of a house partially submerged in water An illustrated outline of a house partially submerged in water

My home or business is flooded with clean water

An illustrated outline of a water pipe with a blockage in the middle An illustrated outline of a water pipe with a blockage in the middle

Blockage

An illustration of three wavy lines An illustration of three wavy lines

Smell

An illustrated outline of a rat An illustrated outline of a rat

Rodents

My home or business is flooded with sewer water

We understand that this is a worrying and stressful time for you, and we want to help in any way we can. Please contact us straight away by calling us or by using our Live chat and we’ll help as soon as possible.  

Guaranteed Standards of Service payment

If you experience flooding inside your property because of a failure of our systems, we’ll automatically make a payment to you of an amount equivalent to your annual wastewater charge. This will be from a minimum of £150 to a maximum of £1,000 for each incident. These pa

What will happen following your claim:

1. We’ll write to you within 20 working days of the incident. The letter will include the following information:

    • more about the payment
    • what steps we have to take as a direct result of the incident
    • any investigations we need to carry out.

2. We’ll send you a cheque or credit your account within 20 working days of the flooding incident. 

3. If we’re late with the payment, you’ll get an extra £20 as a credit to your account.

We may not make these payments if any of the following situations apply:

  • the flooding was caused by your actions
  • the flooding was caused by exceptional rainfall
  • our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.

Conditions may apply.

 

My garden is flooded with sewer water

We understand that this can be stressful and upsetting and we want to help in any way we can. If your garden is flooded with sewer water, please contact us straight away by calling us or using our Live chat.

Guaranteed standards of service payment 

If you've experienced external flooding caused by a failure of our systems, you may claim an amount equivalent to half your annual sewerage charges, from a minimum of £75 to a maximum of £500.

To claim, you’ll need to apply within three months of the incident. The first step is to fill in our External Flooding claim form or get in touch. 

These payments are not compensation or an admission of liability.

We may not make these payments if any of the following situations apply:

  • The flooding was caused by your actions
  • The flooding was caused by exceptional rainfall
  • Our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.

Conditions may apply.

My home or business is flooded with clean water

We know how stressful and upsetting flooding in your home or business can be and we want to help in any way we can. Please get in touch straight away by calling us or by using our Live chat. 

Insurance claims

We have strict liability for freshwater flooding. That means we’ll pay the cost of replacing damaged property or lost items.

You'll need to make claims for damage or loss to your own insurers as they will settle claims on a new for old basis. They’ll tell you what you need to do to meet the terms and conditions of your policy and recover anything they’ve paid out from us.

We'll also pay any insurance excess you’ve had to pay.

If you’re not insured, then we’ll deal directly with you. We’ll settle claims based on an item’s current age and value, including wear and tear, rather than on a ‘new for old’ basis.

Blockage

Is this an emergency?

Yes

No

Blockage: not an emergency

If there’s a blockage that isn’t an emergency, please use the form below to report it to us so that we can quickly respond. When filling out the form, please include as much detail about the blockage and its location as possible.

Step 1: About the blockage

Tell us about the blockage.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the blockage

Tell us about the blockage.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Blockage

We need to pinpoint the blocked sewer, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use free services like What 3 Words to get a three-word location.

Please give any further information that can help us understand the issue.

A photo can really help our technicians to find and investigate the problem. (Accepted filetypes: JPEG, PNG, GIF.)

Blockage

(We may need to find out more information from you)

Step 1: About the blockage

Tell us about the blockage.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Drainage or flooding - Rodents

Unfortunately, sewers make attractive habitats for rats. Damage or defects in the network can make it easier for rats to move between the sewer and the surface. They can also be drawn to homes by things like open bins and excessive food waste.

We understand how unpleasant this can be for you. If there are rodents in sewers that are affecting your property, we can work with local authorities, pest control companies and the Environment Agency to help solve the problem. Please use the form below to get in touch and provide as much information as you can about the issue.

Tips for preventing rats

  • Don’t put bird seed on the ground. Instead, use a bird table or feeder.
  • Make sure bin lids are shut and in good condition.
  • If you have a compost bin, make sure that it’s properly sealed.
  • Ensure there are no gaps in your home’s internal pipework and seal any disused pipes. 
Step 1: About the rodents problem

Tell us about your rodents problem.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Step 1: About the rodents problem

Tell us about your rodents problem.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Report a problem with rodents

If no, please contact a contractor or Environmental Health.

Report a problem with rodents
Step 1: About the rodents problem

Tell us about your rodents problem.

Step 2: Your details

Enter your details so we can keep you informed of our progress.

Other

An illustrated outline of a wrench An illustrated outline of a wrench

Southern Water repair work

An illustrated outline of a hard hat An illustrated outline of a hard hat

Southern Water site

Another issue

Southern Water repair work

We often carry out work to repair or upgrade parts of our network. Sometimes these works can be disruptive, but if they are causing a problem for you, please let us know using this form and we’ll do what we can to resolve it.

Step 1: Your details

Please supply your details.

Step 2: Repair work details

Please provide us with details of the repair work.

Step 3: Reason for contact

Tell us more about your issue.

Step 1: Your details

Please supply your details.

Step 2: Repair work details

Please provide us with details of the repair work.

Step 3: Reason for contact

Tell us more about your issue.

Southern water repair work
Southern water repair work

We need to pinpoint the issue, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use a free service like What 3 Words for a concise location.

Southern water repair work
Step 1: Your details

Please supply your details.

Step 2: Repair work details

Please provide us with details of the repair work.

Step 3: Reason for contact

Tell us more about your issue.

Report a problem at a Southern Water site

If there’s a problem at one of our sites, please report it to us as soon as possible. You can use the form below to get in touch – please include as much detail as you can about where and what the issue is.

Step 1: Your details

Please provide us with your contact details.

Step 2: Problem details

Please provide us with information about the problem.

Step 1: Your details

Please provide us with your contact details.

Step 2: Problem details

Please provide us with information about the problem.

Southern Water Site
Southern Water Site

Please don't include any personal private information

Step 1: Your details

Please provide us with your contact details.

Step 2: Problem details

Please provide us with information about the problem.

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