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.

How we’re working

Our teams are still focusing on keeping your taps flowing and supporting customers who need extra help. Our call centre is open between 9am and 5pm, Monday to Friday, if you need to discuss financial support or make payments. You can also contact us about your home move and other urgent matters, but low staff numbers mean we aren’t yet able to take calls on general billing or account enquiries. Don’t worry – you can access your account and find advice online anytime, and our 24-hour helpline is still open to help you with supply issues or flooding.

We’ve also put together some answers to some common questions,below.

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.

Accessing our services online

Instead of calling us, it’s quick and easy to access many of our everyday services online. Please do this to help us remain available on the phone for those most in need.

Sign-up to manage your account online and you’ll have instant, 24-hour access to the following services:

  • 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

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. You can find out more by visiting our help to pay page.

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.

New advice for business customers

We’re aware that a number of bars, pubs and restaurants may need to dispose of stale beer or cider before reopening.

Please don’t pour it down the drain without getting in touch with us first, as you could be committing an offence under the Water Industry Act 1991. Disposal needs to be carefully managed to make sure it doesn’t affect our sewage treatment process or pollute the environment.

We know this is an unprecedented situation and want to work with you to help, so please let us know if you’re not sure what to do next.

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