HomeHelp and advice


How we're working during coronavirus

We all rely on water – so during this challenging time we’re focused on making sure we can keep on supplying your essential water and wastewater services. It’s also really important to us to promote the health and well-being of our customers and our people. So we’re closely following government health advice and doing all we can to help our community stay safe.

We’ll need to change how we do certain things for a while, and some activities are taking longer than usual. We’re really grateful for your support. We’ve put together a selection of our most frequently asked questions below that we hope will be useful to you.

Changes to our service

In these challenging times, our teams are focusing on keeping your water flowing and helping customers in vulnerable circumstances. Our call centre is currently unable to take general billing and account enquiries.

Please only call us if you need to discuss financial support – we have dedicated agents who’re happy to help you. Thank you for your help and understanding.

Our 24-hour helpline remains open to help customers with urgent issues such as loss of supply or flooding.

As key workers, you’ll still see some of our teams out in your communities continuing essential maintenance and repairs. Be assured that we’re following strict guidelines to stay safe while we keep your water flowing.

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’re thinking of all our customers who may find themselves in vulnerable circumstances at this difficult time. We know there’s a lot on your mind right now and we’re here to help.

If you’ve been financially impacted by the coronavirus outbreak and you’re worried about paying your bill, we want to help. 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.

We’ll keep you up to date

We’re regularly updating our website and social media pages – 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.

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.

Frequently asked questions

Customer health and safety


Operations and services