Sometimes, things go wrong causing supply interruptions, water quality issues and flooding. Examples of this include:
Incidents can affect customers in different ways. We’re here to support you during an incident and get you back into supply as quickly as we can. 97% of the time water is back in supply within 12 hours.
Incidents are problems on our network that affect multiple customers. Our response differs depending on the duration and number of properties affected. We categorise each incident as either ‘minor’ or ‘major’.
A minor incident will only affect a small number of customers. Minor incidents are typically due to supply interruptions.
A major incident affects many customers. Major incidents include supply interruptions, flooding from a burst main, and water quality.
For wastewater incidents such as sewer flooding, please call our customer care team on 0800 316 9800. For leaks or faults with your internal stop valve, visit our leaks page.
Our helpful guides go through the different stages of an incident, from preparing to during and after.
We go through how you can prepare if an incident happens.
Our guide goes through what happens during an incident.
We go through what to expect and do after an incident has happened.
