We go through some of the most frequently asked questions from our customers.
Find out who's affected, why and how long for.
This is officially known as a Temporary Usage Ban (TUB). It's a restriction on customers using a hosepipe.
This is put in place to help preserve water and ensure there’s enough water to go around.
No – not all customers are affected. The ban is only in specific areas that are currently under the most pressure from water stress. This is due to the ongoing dry weather and high demand. Customers within the following areas will be impacted by the ban:
This includes customers who are billed by another company on our behalf.
If you live in the below areas and are a Thames Water customer, the hosepipe ban applies to you:
This includes customers who are billed by another company on our behalf.
Water for much of this area is supplied by Farmoor Reservoir. Farmoor is fed by pumping water from the River Thames. The amount of water we can pump is dependent on the amount of flow in the river. We must leave enough flow remaining to protect the environment and maintain navigation. The very dry and warm weather we've had means that the flow in the river is low. This therefore impacts the amount of water we can pump into Farmoor Reservoir.
The current situation at Farmoor:
Protecting the environment:
No, but our current reservoir levels in Farmoor are below average for this time of year at 92%. Reduced flow from groundwater to the River Thames and no forecast rain means that our ability to maintain storage may be difficult. And forecast high temperatures are likely to increase the demand for water in the area. The hot weather also means more water is lost through evaporation from water bodies such as rivers and lakes. Managing the amount of water we take from rivers can help protect local wildlife.
This will depend on the weather – although our customers’ help in using water wisely will also be vital. We need prolonged and significant rainfall. We’ll be carefully keeping a close eye on our water levels and will let you know when the ban can be lifted.
There are certain exceptions where you can continue to use hosepipes. This includes some customers on our Priority Services Register. You can find the full list in the legal notice, which will be available from 16 July 2025.
We hope our customers will continue to use water wisely, as they have done already this summer. We’re really grateful for everyone’s help.
You don't need to contact us about neighbours using hosepipes. We may get in touch with customers who repeatedly don’t follow the rules. This is just to make sure they’re aware of the restrictions and how to use water responsibly. Please do not call 999 if you see someone using a hosepipe.
Compensation doesn’t apply during a hosepipe ban. It only applies during an Emergency Drought Order, which isn't the case here.
We understand how frustrating it can be to face water use restrictions. This is especially the case with the bill increase. The recent increase in charges is part of a long-term investment. We're improving our infrastructure, protecting water quality, and supporting environmental sustainability. These upgrades are essential to meet new regulatory standards. It also ensures reliable service for years to come.
We've experienced an unusually dry and hot spring. In fact, one of the driest in over a century, and June was the warmest on record. The Environment Agency has officially declared a ‘prolonged dry weather’ status for the Thames Valley.
This dry spell, combined with a surge in water demand, is putting pressure on our water supplies. For example, in June, water usage in Swindon and Oxfordshire reached levels not seen since the 2022 drought.
We’ve had to introduce temporary restrictions, including a hosepipe ban. This will help protect water supplies and ensure everyone has access to clean water.
Every drop of water we supply comes from the environment. We’re asking for customers help to use water wisely during this challenging time. Your efforts make a real difference in helping us maintain service for all our customers.
Water use restrictions may vary between water companies. Each has to carefully assess its local water resource to determine whether any exceptions can be made.
No, we will not be reducing customer bills as a result of introducing a hosepipe ban.
Metered customers pay for the water that they use. As a hosepipe won’t have been used during restrictions, no charges will have been applied. No charge reductions would be applicable to metered customers.
Unmetered customers don’t have charges that relate to the use of hosepipes. So, there are no charges made in respect of prohibited uses that would reasonably need to be reduced.
The temporary use ban is in place as we have had a very dry and hot spring and start to summer. In fact, the driest spring for over a century and the warmest June on record. The Environment Agency has declared Thames Valley in a ‘prolonged dry weather’ status. The agency is implementing its ‘area drought plan’.
The ongoing dry weather and increased customer demand is impacting our water supplies. This is across the Thames Valley. Unless the situation changes, we need to put usage restrictions in place. This includes a hosepipe ban to ensure taps keep running for customers’ essential use.
Every drop of water we use comes from the environment. We're asking our customers to help us by reducing their water use wherever possible. This dry spell, combined with a surge in water demand, is putting pressure on our water supplies. For example, in June, water usage in Swindon and Oxfordshire reached levels not seen since the 2022 drought.
The increase in bills earlier this year was so we can invest in our network and infrastructure. Despite our efforts to avoid price increases, extra funding is now essential to make improvements to our services, maintain high water quality and look after the environment.
This investment into the sector will support:
We also need to meet new requirements set out by our regulators.
Yes, businesses are covered. But most of the restrictions only apply to domestic and non-commercial water use.
Businesses and other non-household users can continue to use a hosepipe. This is only if the water use relates to commercial purposes, or for health and safety reasons. However, some of the rules do apply to them too.
For example not using:
More details are given in our business FAQ.
We’ve already been working with businesses and retailers to help reduce their water use. The companies involved have been fantastic at helping to make sure water is available to everyone. We’re continuing to ask commercial users to use water wisely by:
Yes – you can still use water that is not sourced from the mains. This includes:
The desalination plan doesn’t support this region. Therefore it wouldn’t be used in this circumstance.
The Gateway plant is designed to provide only 5% of London’s water supply. This is only during very dry conditions, should the need arise.
We’re playing our part to reduce leakage across our network by fixing 650 leaks every week. We’re also targeting hot spot areas and rolling out smart meters. This will help us locate leaks in customers’ pipes.
We’ve installed over one million smart meters. They are critical in helping us to locate leaks at our customers' homes. We’ll continue to roll out smart water meters to households in our area. We’re planning on installing or upgrading a further c.1,200,000 smart meters to homes and businesses by 2030. We’ve installed almost 40,000 acoustic loggers on our water network. They help detect leaks and expect to have 100,000 in place by mid-2027.
We’ve increased leakage teams in the region to fix leaks faster. We'll also be replacing 500km of water mains over the next five years to reduce leakage.
Yes, this is allowed, as long as you’re using an approved drip or trickle irrigation watering system. It must be fitted with a pressure reducing valve and a timer, that are not handheld. They must place water drip by drip directly onto or beneath the soil surface. It must not cause surface run off or dispersion of water through the air using a jet or mist.
A hosepipe can be used to water food crops at domestic premises or private allotments. This is only if it cannot be reasonably done by a watering can.
You can only use a hose or sprinkler if the laying, sowing or planting was completed by a business as a service. In this case, hose use is allowed for the first 28 days from the day of planting, sowing or turf laying. The hosepipe must only be used on the new planting, and not elsewhere.
After 28 days, you must stop using a hose. You can still use a watering can instead (or an irrigation system).
No, hosepipes can’t be used on domestic or non-commercial gardens or plants. The only exemption is for newly laid/sown lawns and new planting. They can be watered with a hose for the first 28 days – as mentioned in the previous question.
If you have fish or other aquatic animals in a pool or pond, you can use a hose to fill or maintain this.
You can only fill or maintain an ornamental fountain if:
Yes, if it’s essential to complete the construction, this is allowed. But if you can delay building the pool until we’re out of the drought, this would really help.
Once the swimming pool is finished, water use for filling and maintenance is not allowed.
You can’t use a hosepipe to clean private leisure boats, except:
Yes, you can use water for activities like drinking, cooking and washing.
Sports pitches can only water the area actively used for play (not the entire ground). A hosepipe or sprinkler can be used but only for health and safety reasons. For example, if the ground is becoming dangerously hard to play on.
In general, hoses and sprinklers can’t be used in parks and public gardens and other green spaces. There are exemptions for health and safety, and for National Plant Collections.
These restrictions don't apply to some customers on our Priority Services Register. This includes customers living with:
It also includes customers who use medical equipment, such as:
If these circumstances apply to you and you're already registered, you don't need to contact us. If they apply but you aren't registered, you can sign up for Priority Services online.
Learn more in the legal notice, available from 16 July 2025.
Don’t worry, you can still fill or maintain your pool or hot tub in this case.
No, the ban doesn’t apply to pools used for:
In these FAQs we use the term business to include any non-household. This includes public sector organisations and charities.
No – hospitals and prisons are exempt from the restrictions. We encourage using watering cans or more efficient products where possible.
No - there are exemptions for agricultural land. This includes land used to grow crops, fruit, vegetables or plants as part of a business.
No - there are exemptions for plants grown or kept for sale or commercial use. We encourage using watering cans or more efficient products where possible.
If you have a flowerbed on your premises that isn’t for sale, then you cannot use a hosepipe for this.
Please note, filling ornamental fountains with a hosepipe is also prohibited. This is unless it's necessary to supply sufficient oxygen to the water in a pond to keep fish healthy.
In general, hoses and sprinklers can’t be used in parks and public gardens and other green spaces. There are exemptions for health and safety, and for National Plant Collections.
You are allowed to use a hosepipe to water:
This only applies for trees planted within the last three years. We encourage using watering cans or more efficient products where possible.
Hosepipes and sprinklers cannot be used for watering hanging baskets and floral displays. We welcome every organisation’s support to use water as efficiently as they can.
No. You can’t use a hosepipe for this. You’d have to use an alternative such as a watering can or drip or trickle irrigation systems.
No - services for customers done by a business can still be done using a hose or jet washer. This includes cleaning:
No. Where this is provided as a business service, this activity isn’t impacted by the ban.
You can clean your vehicle if it falls under the following:
All other vehicles used by businesses are covered by the ban and a hosepipe can’t be used to wash them.
We encourage businesses to reduce or delay cleaning their vehicles during the drought. This is unless it’s needed for health and safety reasons.
You wouldn’t be able to use your hosepipe for this. You’d need to find an alternative way to keep the vehicle clean such as using a bucket and sponge.
You wouldn’t be able to use your hosepipe for this. You’d need to find an alternative way to keep the cars clean, such as using a bucket and sponge.
You can use customers' hosepipes and sprinklers if it's related to your business. This excludes the watering of domestic gardens. We encourage the use of low water usage technology, such as a low water use pressure washer.
Hosepipes can’t be used on domestic or non-commercial gardens or plants. The only exemption is for newly laid/sown lawns and new planting, which they can water with a hose for the first 28 days. You can continue to water plants in other ways such as by using a watering can.
You cannot fill or maintain an ornamental fountain/water feature with a hosepipe. This is unless this is necessary to supply sufficient oxygen to the water in a pond to keep fish healthy.
No – they’re not impacted by the ban.
Yes - hosepipes can be used within places of worship or community pools. This is if it's part of a religious ceremony.
Sports pitches can only be watered on the area actively used for play (not the entire ground). This is only if it's needed for health and safety reasons. For example, if the ground is becoming dangerously hard to play on.
You need to contact your retailer to discuss any implications the ban may have on your bill. All business customers in England are served by licensed retail providers. This is since April 2017. You will be able to find details of who your retailer is on your water or sewerage bill.
