How our repair work could impact you
Occasionally we may need to carry out repairs and maintenance near your property. This is so we can continue to deliver life’s essential service and keep taps flowing.
Our repair activities may be part of planned network maintenance. These might not always show visible signs of an issue. We might also carry out unscheduled repairs in response to problems we hadn't planned for. In severe cases, emergency repairs may be needed to address the situation quickly.
For larger scale works, we do try our best to provide prior notification. It’s not always possible to notify you of smaller improvements or emergency repairs. We focus on notifying customers, where we can, if any access will be limited.
Ways you could be impacted
Whilst our work is taking place, you may notice an impact on your water supply or access to your property. We'll do our best to keep any disruptions to a minimum.
Turning off your water
When we undertake a repair, we may need to turn the water off. If this is the case, our team will let you know beforehand.
If your water supply is off but you don't see anyone working, follow our step-by-step guide. If this doesn't help, call us on 0800 316 9800 so we can look into what’s happened.
Work outside your property
There might be some digging required outside your property to access pipes. Once the pipe is fixed, we’ll notify our reinstatement team. They'll fill the hole made from digging and put the area back to how it was.
The team can sometimes take a few days to arrive.
Other teams on site
Sometimes, more than one team will attend during the reinstatement process. This could include teams to jet wash and tidy and to collect barriers and signage. We'll also come back to finish grass seeding. Remember, seeds take time to grow.
Our teams will take care and follow strict health and safety guidelines.
Access and traffic disruption
There are multiple other utilities underneath our paths and roads, as well as our water pipes. We work closely with the relevant authorities to minimise the disruption. This means we may need to close a road or footpath to be able to work safely.
Disruptions like traffic lights, diversion routes and access restriction may be in place.
Mess and debris
Given the nature of our work, debris can make its way along paths, streets and onto properties.
Sometimes, clean-up can take place one or two days after we’ve cleared all our equipment.
If you’re concerned about debris, call 0800 316 9800 and we can arrange for a team to come and clean the area.
Barriers and signage
Sometimes our equipment may stay in place a few days after work has finished. All barriers and signage should display an end date for removal.
If this date has passed or you're concerned it's causing a hazard, call us on 0800 316 9800.
We have a range of accessible contact options available. This includes British Sign Language, language support and hearing loss or speech impairments. You can also use Google Translate for free to translate a web page or individual words and phrases. You need to install the Google Translate extension to your web browser.
What we're working on
Find out more about work going on near you and what to do if you notice a problem with our network.
Planned improvements
Take a look at some of the planned improvements we're working on across our network.
Issues with our network
If you spot a problem, let us know so we can fix it sooner. This includes leaks on public pipes, sewer flooding, pollution and blockages.
Our leak repair process
Find out more about our repair process. This includes locating and investigating leaks, planning and carrying out repairs.