New water connection process

If you need a new water connection, or you're looking to upgrade an existing supply, you can follow our step by step guide below to submit your application.  

Step 1 - apply for a quote

Before you apply, please use the Water UK postcode checker to make sure we’re your water supplier.

If you're unsure about what you need, take a look at our help page. You only need a quote if you definitely want to proceed with the work. 

When you apply, you’ll need to provide some supporting documents which are essential for getting your application processed:

• Water fittings table - this tells us about the number of different fittings, like taps, toilets, showers, in each property
• If you’re eligible for an environmental discount (you can find out more in our charging arrangements), complete sections 2, 3 and 4, whichever is applicable for your development
• Point of entry drawing showing the location of the proposed new connection pipework at your property boundary
• A sitemap showing the size, in square feet, and location of your property in relation to surrounding roads and other buildings
• If you’re eligible for an environmental discount (new build domestic properties and new domestic properties involved in a conversion), please complete sections 2, 3 and 4, whichever is applicable for your development, and submit with supporting criteria and documents. For more information about environmental discount qualifications, see our charging arrangements.
• If you're planning on installing a storage tank, please complete a storage tank form. If you're completing this form for a new application, please enter 'new application' in the DS reference field. You'll receive your DS reference once we've received your application.
• For property developers:
  • Soil analysis report, if required (If the property is at risk of contamination, then you’ll be required to use barrier pipe to protect the water supply, regardless of the results of your soil analysis report)

For more support in completing your application, visit our application help page.
 
You’ll then be asked to pay a non-refundable application and design fee, which can be found under the 'service connection' section of our charging arrangements. You'll need a debit or credit card to pay for your non-refundable application and design fees.

In some scenarios, you may be able to use a self-lay provider to complete some of your construction work to our mains supply. If you would prefer to use this option (if available), please let us know. Once you’ve applied for a new water connection, we’ll advise on whether you can appoint a self-lay provider. Find out more about self-lay providers.

Step 2 - we'll issue your quote

We aim to issue you with a quote within 28 days of your completed application form and fees being received. 

This quote will give you pricing for our work between your property boundary and our water main. Any works outside of the public land will be your responsibility to perform. We don't make any revenue from this, the price we charge covers what it costs us to do the work.

As part of the process, we’ll carry out a desktop survey to provide an accurate quote, including any traffic management needs to keep our people safe during the works.

Your quote is valid for 6 months from the quote date (after this a re-quote fee will apply). Payment acts as acceptance of the quote, so once you'd paid, you'll need to pass your water regulations inspection or provide us your WaterSafe plumber's self-certification within 12 months of the quote date (after this a re-quote fee will apply).

Step 3 - pay for your quote

You'll need to pay for your quote before its expiry date, which you can find on your quote, along with the different ways to pay. Payment is acceptance that you want to go ahead with your connection. 

A re-quote will be needed if:

• The work is not completed within the 12 month validity period (see step 4)
• Your quote passes its expiry date
• Your requirements change

The re-quote will be calculated using our current charging arrangements which are updated on 1 April each year.

Any re-quote overwrites the existing quote, and therefore if you wish to revert to an old quote, re-quote fees will apply.

Please allow 5 working days for your payment to be processed.

Step 4 - laying your pipework

You’re responsible for installing the pipework within your property boundary (for example from the house to the boundary box), as well as gaining permission and installing any pipework in the land owned by a third party.

All of the supply pipe must be laid and inspected within 12 months from the quote issue date, otherwise a re-quote will be required.

You can use any plumber, but we recommend using someone who’s WaterSafe approved. There are some legal regulations for your plumber to follow when installing your pipework. Please see our water regulations page for more information on the process, and an instructional video to share with your installer.

If this is a new water supply, please complete this template with the final verified postal address. We need this before we can continue with your connection. This information will allow us to create a billing account for your property and locate your property if there’s an issue with your supply. You’ll also need to send us proof of this verified postal address, in the form of a letter or an email from the local authority. 

Step 5 - inspecting your pipework or certification

Once your pipework is laid, if you’ve used a WaterSafe approved plumber, they can give you a Water Regulations certificate to be emailed to us at: developer.services@thameswater.co.uk

Step 7 - open a new billing account

If this is a new water supply, we'll be in touch within 60 days to set you up with a new billing account.

Frequently asked questions

You can view frequently asked questions on our getting your new water connection process page.