After an incident happens
Your water supply may at times turn off due to an unexpected incident such as a burst water main. When you turn your taps back on for the first time, things might seem different. We go through some common issues that can occur when your water returns and how you can make a claim.
Slow water pressure
Sometimes the water pressure can take a while to build up again following an incident.
The pressure might take several hours to fully return and depends on where you live. For example, customers at the top of a hill are likely to take longer to get full pressure than those at the bottom.
The water might also splutter out of your taps when it first comes back on. This should clear if you run your taps for a couple of minutes.
If your neighbours’ water is back on and you have none, you might be experiencing an airlock. Call us on 0800 316 9800 and we’ll arrange for a technician to attend.
Water hasn't returned to normal
After an incident, your water may look different as the water supply gets back to normal.
Cloudy or milky water
Tiny air bubbles can cause your water to look cloudy or discoloured. Any white water in the mains network should clear within two to three hours. After this, run your tap for two to three minutes to check that the problem has cleared.
Brown or orange water
Deposits disturbed by a water main burst or maintenance work can cause brown or orange water. Check with your neighbour to see if they have the same issue. You’ll need to contact a plumber if they're not affected. If it’s affecting you and your neighbours, please contact us.
If your water smells or tastes different, follow our guide on what to do next.
Property damage and how to claim
If you experience property damage and wish to make a claim, please call our contact centre on 0800 316 9800. Our staff will put you in touch with our dedicated claims team. They will take you through our claims process. If you call outside of our opening hours, we’ll ring you back as soon as we can on the next working day.
If internal flooding happens due to clean water, Floodcall will be in the area within two hours. For property damage that happens due to mains water supply flooding, call 0800 316 9800. Loss adjustors, Sedgwick, and claims team Willis Towers Watson will discuss next steps.
For major internal flooding, the loss adjusters will:
- Assess the damage to your property and let you know what to expect over the next few days and weeks
- Make arrangements for emergency works. This includes pumping out water and installing drying equipment
- Arrange an alternative accommodation. This will only be needed if the level of flooding means you need to move out
- Leave a booklet with further information on the insurance process and next steps
Compensation after an incident
Water and sewerage customers are entitled to guaranteed minimum standards of service. This is as laid down by the Government. These rights are known as the guaranteed standards scheme (GSS). Failure to meet these standards will require payment to be made to the affected customer.
You may be eligible for a payment if we fail to return your water supply. If you’re eligible, we’ll automatically credit your water account – you don’t need to make a claim. This is in line with our Customer Guarantee Scheme. The scheme only applies to household customers and in relation to domestic premises. Non-household customers can view how we manage incidents in our Wholesale Service Offering.
Get in touch
Please contact us if you continue to have problems after an incident with your water supply. This includes if it has an unusual taste or odour.