Incident guide
Sometimes, things go wrong causing supply interruptions, water quality issues and flooding. Examples of this include:
- Burst mains
- Pumps failing
- Unexpected changes to planned work
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.
Different types of incidents
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’.
Minor incidents
A minor incident will only affect a small number of customers. Minor incidents are typically due to supply interruptions.
Major incidents
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.
Water incident guidance
Our helpful guides go through the different stages of an incident, from preparing to during and after.
How to prepare for an incident
What happens during an incident
