HomeHelp and advice

Coronavirus

How we're working during coronavirus

Since the start of the coronavirus pandemic, we’ve been committed to supplying your essential water and wastewater services while doing all we can to keep communities and colleagues safe. We’ve had to make a few changes, and we’re grateful for your support and patience when things have taken a little longer than usual.

Accessing our services online

We’re working hard to make sure we’re still able to help you as quickly as possible during these challenging times. We’re getting a lot of calls right now, so please only call us if you’re struggling to pay, moving home or you need urgent help.

We’ve made it simple and easy to access lots of your everyday services online, 24/7. By using an online account, you’ll be helping us make sure we’re available on the phone for those most in need. You’ll be able to:

  • Make and manage payments – including setting up a Direct Debit
  • Download copies of your bill
  • Changing your account details
  • Tell us you’re moving home
  • Submit water meter readings

Register now

Thank you for helping us to help you.

How we’re working

As key workers, we’ll continue our work to deliver life’s essential service during these difficult times. Although London moved to ‘high risk’ status from 17 October, this doesn’t affect our current activities or the way we’re operating. If this changes, we’ll let you know.

We’re focused on keeping your taps flowing and supporting customers who need extra help, so we’re asking our customers to only call us for the following essential reasons:

  • If you’re struggling to pay your bill
  • If you’re moving home
  • If you need urgent help.

Our 24-hour helpline is always open to help you with any supply issues or in case of flooding.

You may see our teams out in your communities continuing essential maintenance and repairs. As key workers, we’ve been active throughout lockdown and are still following the latest guidelines to stay safe.

We’ve answered some common questions below.

Taking care of those in vulnerable circumstances

We know this will be an especially difficult time for some of you, so we want to do our best to help. If you’ve been financially impacted by the coronavirus outbreak and you’re worried about paying your bill, please let us know. We’re offering eligible customers temporary financial support in addition to our existing services.

If you’re medically dependent on water or you have restricted mobility, our teams can give you extra help during situations where you’ve no water supply by delivering water to you. If you’d like to register to receive extra support from us, you can sign up to our priority services register.

If you’re worried about your water supply, or what might happen if your water stopped, you’ll find advice in our frequently asked questions below.

What happens next?

We’re constantly monitoring the ever-changing situation and will begin to reinstate certain services and extend our call centre hours when it’s safe to do so. As always, we’ll take our guidance from the government and industry experts.

Thank you so much for your patience and understanding as we navigate this uncertain time together. We hope you and your loved ones stay safe and well.

To stay in the loop, you can follow us on Facebook and Twitter or pop back to this page for all the latest information.

You can stay up to date with the latest government health advice on the NHS coronavirus page.

Frequently asked questions

Customer health and safety

Billing

Operations and services