Help and support

Have a question? Find useful information and advice about your water, wastewater, account or bill.

What can we help you with today?

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Why is my bill going up?

We understand that bill increases are worrying. We're here to help explain why we’re increasing charges, where your money will be spent and how we can support you.

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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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Re-laying your supply pipe

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

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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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What if I can't pay my bill?

We understand that times can be tough, so we're here to help with your water bill if you’re struggling to pay it. You could be eligible for one of our payment schemes and get up to 45% off your water bill.

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How to save water in your home

Discover simple changes you can make to your daily routine that will help you save water and money off your bills. Small changes make a big difference.

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I have no water

If there’s a problem with our water supply, we’ll work hard to fix things fast. Find out what to do if your water suddenly stops working.

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My water looks, smells, or tastes unusual

Is your water looking, tasting or smelling different? From cloudy or brown water to metallic or chlorine-like tastes, changes to your water can happen for several reasons. Find out the common causes and what you can do to fix the problem quickly.

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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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I want to report a blocked or flooded sewer

If you see a flooded or blocked sewer, reporting it can be a big help in allowing us to find and resolve the problem quicker. Learn more online.

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Hard water checker and full water quality report

Check your water hardness by postcode and download a full water quality report for your area. You'll also find tips on how to deal with hard water and avoid limescale.

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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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How to spot water leaks in your business

Finding and fixing leaks at work will help your business save water and reduce bills. Learn how to spot water leaks in your business and what to do when you find one.

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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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Faulty plumbing in your home

Learn about the impact of faulty plumbing in your home on the environment, foul water drainage and more.

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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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Find an approved plumber

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

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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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I have low water pressure

Is your water pressure low? Find out how to check your water pressure, what to do if you have a problem, and how we manage water pressure in your area.

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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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Priority Service Register

We understand that some people may need a little extra help – whether due to age, illness, disability, or other circumstances. Our Priority Services Register and Core Priority Services make sure you’re supported when it matters most.

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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

Lagging your pipes is a simple and cost-effective way to protect them from the cold weather. Follow our step-by-step guidance on how to do it.

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Drinking water standards

We carefully test and monitor our water supplies so we can provide customers with safe and high-quality drinking water. Discover our drinking water standards.

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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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Where's my stop tap?

Find out where your stop tap (sometimes called a stopcock or water mains tap) is, how to use it, and who to contact you when you have a problem.

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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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How we calculate your bill

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

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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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Who is responsible for flooding?

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

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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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How to save water in your garden

Find out what simple changes you can make in your garden to save water and make a big difference.

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Is there lead in my water?

Lead in water can pose a serious health hazard if you drink it. Learn how to identify lead pipes and what to do if you think you have them in your home.

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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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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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Report a leak in a public place

If you spot a water leak in a public place, please report it to us so we can fix it faster. Learn how to report water leaks today.

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Paying your bill by Direct Debit

Learn more about Direct Debits including how they are calculated and how they can help you budget better.

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How to prevent blockages

Want to avoid smelly blockages in your home? Follow these simple tips and learn what can and can’t go down the drain.

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Upgrading your water meter

We’re upgrading water meters for all customers across our region over the next five years. The new meters will help us find leaks sooner, cut carbon emissions and help everyone use water more efficiently.

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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 how we manage incidents and how we’ll support you when you have no water.

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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 to find and fix leaks in your house

If you think there may be water leaking around your home, this guide will help you find the leak and show you what steps to take next. Learn more.

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My property is flooded

If your house is flooded, we want to help. Find advice and guidance on what steps to take if your house or garden floods with sewer water or clean water.

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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 emergency 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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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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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 to pay it.

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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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I don't understand my bill

Not sure what the different sections of your bill mean? This guide explains the types of water bills and what each part covers.

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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

A water meter can help you understand how much water you use, spot leaks and could help reduce your bills. You can apply for a water meter here.

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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 we keep your pipes clean

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

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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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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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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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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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Have you been contacted about a potential leak?

Get advice and guidance on what to do if there is a potential leak outside your house by booking a free leak assessment today.

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Report a breach of water restrictions

If you’ve seen someone using water in a way that goes against the current hosepipe ban (Temporary Use Ban), you can report it here.

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Hosepipe ban exemptions

If you are a blue badge holder, on our Priority Services Register, or our WaterSure tariff for medical reasons, you will automatically be exempt.

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Our wastewater visit

When we visit you to check your wastewater, you’ll receive a red calling card or a letter. Learn more about our wastewater visit, what we found and what this means for you.

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Our water visit

When we - or our partners Clancy - visit you to check your water, you’ll receive a blue calling card or a letter. Learn more about our water visit, what we found and what this means for you.

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Help and support

What can we help you with today?

Why is my bill going up?

How would you like to pay

Re-laying your supply pipe

I have a blocked drain

What if I can't pay my bill?

How to save water in your home

I have no water

My water looks, smells, or tastes unusual

How do we fix leaks?

I want to report a blocked or flooded sewer

Hard water checker and full water quality report

What to do when you're moving house

How to spot water leaks in your business

Surface water rebate

Faulty plumbing in your home

External flooding claim

Find an approved plumber

Prepare your home for winter

I have low water pressure

What we're doing to minimise leaks

Priority Service Register

Save water in hot weather

How to stop your pipes freezing

Drinking water standards

Report a pollution

Where's my stop tap?

I've repaired a leak

How we calculate your bill

How to fix a dripping tap

Who is responsible for flooding?

How to find and read your water meter

How to save water in your garden

Is there lead in my water?

Average water use and cost

Stagnant water advice

Report a leak in a public place

Paying your bill by Direct Debit

How to prevent blockages

Upgrading your water meter

Submit a meter reading

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

What happens when there's an incident

Temporary use ban advice

How to find and fix leaks in your house

My property is flooded

Landlords

Home assistance cover

How to avoid bogus callers

Update your Priority Services details

Extra help and support

Spreading the cost of your bill

Wastewater-only bills

I don't understand my bill

Tell us about a bereavement

Apply for a water meter

Water saving home visits

How we keep your pipes clean

How much chlorine is in my water?

Taking water samples at customers’ homes

Tell us you're moving

How to set up your water bill

Moving home checklist

What to expect when your water returns

Have you been contacted about a potential leak?

Report a breach of water restrictions

Hosepipe ban exemptions

Our wastewater visit

Our water visit

Report a problem