Contact us about your account and bill
You can contact us about a query or issue you have with your account and billing. We'll do our best to help you then and there.
Information we’ll ask you for
To help with your enquiry, our agents may require your:
- Full name
- Account number
- Address
- Date of birth
We may also ask for a meter reading. If we do, we will help you locate and take the reading.
Your details may need to be passed on to colleagues or contractors working on our behalf. You can view how we use and protect your personal data online.
Complex billing issues
Some billing issues are more complex, and we will need more time to investigate. The case management team will be able to give you next steps and a timescale for when we can resolve your issue.
We will either resolve it by the timescale given or advise if the timescale needs to increase. This contact will be done through email, SMS, letter, or phone depending on which you prefer.
Extra help
We offer customers extra help if their water usage is higher and if you need additional support.
Higher water usage
If your water usage is higher or inconsistent than your previous bill, this could be for many reasons. We'll contact you to go through why this could be and next steps.
Extra support
All our teams are trained and able to spot customers' who may need additional support. If you or someone you know needs additional support, you can sign up to Priority Services.
WhatsApp us
Message us on WhatsApp, so you can get on with your day and respond at your pace. Available Monday-Friday 8am-8pm, Saturday 8am-6pm, and Sunday 8am-5pm.