Loss of water supply or reduced pressure
If you are experiencing problems with your water supply, please consider the following questions. This will enable you to identify if there is a problem with our water network or your pipework.
Is your inside stop valve fully open?
The inside stop valve is also known as the internal stop tap or stopcock and can usually be found under the kitchen sink. You should be able to control the water entering your home at the inside stop valve.
If you have recently had plumbing work carried out, it is likely that this has been adjusted. Please ensure it is has been fully re-opened.
Locate your inside stop valve with our Clickable house
Has your external stop valve been operated recently or have we been carrying out work in the area? *
This may indicate a problem with the external valve. Please call our 24-hour Customer Centre on 0845 9200 800 (Minicom or Typetalk: 0845 7200 898).
Your outside stop valve
The outside stop valve, also known as a stopcock or control valve, controls the cold water supply going into your home. It is usually located at the boundary of your home. Not all properties will have an outside stop valve fitted, and this is quite common if your home is very old, or if you share your incoming water supply with one or more of your neighbours.
If you have a water meter fitted it will generally be located in the same pit or chamber.
The outside stop valve may need to be operated when carrying out plumbing work in your home and you need to isolate the incoming supply of water. For example, if you are repairing a leak on your supply pipe.
* You may not always know if we have been working in your area but you may have received a card through your letter box advising of planned works.
Having difficulty operating your outside stop valve?
If you are unable to turn your outside stop valve, please call us on 0845 9200 800 and we will visit you within seven working days. Lines are open 24 hours a day (Minicom or Typetalk: 0845 7200 898).
Our representative will try to open the valve, but if this is not possible, we will send one of our contractors, who will attend within 60 days.
Fast-track service
If we are unable to open the valve on our first visit and you need it opening before our 60-day promise, we offer a fast-track service, where the necessary work will be undertaken within ten days, at a cost of £100. To find out more about this service, please call us on 0845 6410 057. Lines are open Monday to Friday from 9am to 5pm.
