After an incident happens
Your water supply may at times turn off due to an unexpected issue such as a burst water main. When you turn your tap back on for the first time, things might seem different. We go through some common issues that can occur when your water returns and how you can make a claim.
Water is coming out slowly
Sometimes the water pressure can take a while to build up again following an incident.
The pressure might take several hours to fully return and depends on where you live. For example, customers at the top of a hill are likely to take longer to get full pressure than those at the bottom.
The water might also splutter out of your tap when it first comes back on. This should clear if you run your tap for a couple of minutes.
If your neighbours’ water is back on and you have none, you might be experiencing an airlock. Call us on 0800 316 9800 and we’ll arrange for a technician to attend.
Cloudy or milky water
If your water is cloudy or discoloured when you turn your tap back on, it’s likely to be due to tiny air bubbles. This should clear if you run your tap for a few minutes. You can also leave water in a glass and you should see the bubbles disappear from the bottom upwards.
Any white water in the mains network should clear within two to three hours. After this, run your tap for two to three minutes to check that the problem has cleared.
Brown or orange water
Deposits disturbed by a water main burst or maintenance work can cause brown or orange water.
Check with your neighbour to see if they have the same issue. If they don’t you’ll need to contact a plumber. If it’s affecting you and your neighbours, please contact us.
Get in touch
Please contact us us if you continue to have problems with your water supply or it has an unusual taste or odour.
Claiming compensation
Customers affected will be compensated in line with our Customer Guarantee Scheme.
Prepare for interruptions
We go through how you can prepare, and what to do during and after a supply interruption.
Get extra support
Our Priority Services Register is a free service to help provide extra support.