This can be caused by:

• Work we may be doing
• Problems within your home plumbing
• A burst pipe or leak in the area

We always try to give customers advance warning of all planned work, but this is not always possible in an emergency, like when we are repairing a burst water main.

What to do if you have no water or low pressure

• Watch our short how-to video guide

If we haven’t written to you - and you haven’t got any water; please follow these simple steps to identify the cause of the problem:

• Step 1: Your cold kitchen tap

  • Check if the cold tap in your kitchen or utility area is working - as this is usually where the main water supply enters your home.

    If the problem isn’t affecting your cold kitchen tap, the problem lies within your own plumbing and you will need to contact a plumber. 

    We have a list of water regulations approved plumbers that work across our region.

    • View our list of approved plumbers

    If the problem is affecting your cold kitchen tap, please carry on to step 2.

• Step 2: Your inside stop valve

  • Check that your inside stop valve is fully open. This is usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door.

    If the valve is closed, turn it anti-clockwise to ensure that it is fully open. 

    • Watch our short how-to video guide on how to find and use your inside stop valve.

    If the valve is already open, please carry on to step 3.  

• Step 3: Check with your neighbours

  • If your inside stop valve is open, if possible, check with your immediate neighbours to see if they have the same problem. This will help to determine whether the problem is on our network or your pipework.

    If your neighbours do have the same problem, then please check our web-based map - www.thameswater.co.uk/live - and type in your postcode.

    The map will show you all known incidents in your area, and will give you the latest information. You can also tweet us to get updates at twitter.com/thameswater.

    Not on the map?

    If there are no incidents in your area shown on the map, it may be that we aren’t aware of the problem yet.

    Please let us know by calling us on 0845 9200 800 (Textphone: 0845 7200 899) and one of our team will be here to help, 24 hours a day.

    If your neighbours do have water, please carry on to step 4.

• Step 4: Call a plumber

  • If your neighbours do have water, then the problem is somewhere on your property.

    Check your inside and outside stop valves to make sure they are fully open.

    Some properties share their water supply with their neighbours so check with your neighbours to see if they have recently used the outside stop valve.

    • Find out how to find and use your inside and outside stop valves.

    If the inside and outside stop valves are fully open - then you will need to call a plumber.

    We have a list of water regulations approved plumbers that work across our region.

    • View our list of approved plumbers