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Events and incidents


To notify us of problems with water or wastewater supply or if you notice an issue on our network, please contact us.

We’ve got a range of services to help manage events, incidents and unplanned changes to our services and network.

As a wholesaler we’re committed to providing a quality service across your network. We'll work with you to resolve issues, including:

  • Water quality incidents.
  • Changes in water pressure.
  • Leakage and/or burst mains.
  • Interruptions to the supply of water.
  • Unconsented trade effluent discharges.
  • Waste asset failures (excluding blockages) which restrict or remove service.

Our priority will be to address the issue whilst keeping you updated on progress. We do this via multiple channels, including:

  • Our homepage
  • Messaging information on our call centre answering service, social media (Facebook and Twitter)
  • Text message alerts
  • Media releases, and/or
  • Post and letter drops.

Alternative water supplies

In the event of an emergency and in line with our Security and Emergency Measures Direction (SEMD) obligations, we’ll provide potable water to all affected premises. This may require alternative supply arrangements such as tankers, bottles, static tanks and standpipes.

Provisions will be prioritised for vulnerable, sensitive and domestic customers. If resources are available, we’ll aim to do the same for non-household customers. We’ll also prioritise those with an unexpected incident due to illness, an injury impacting mobility or a short-term situation – but after those most vulnerable.

For non-household customers whose business processes are sensitive to changes in their water supply, we ask you maintain your own business continuity plans for events and incidents.

We’ll supply non-sensitive, non-household customers on a case by case basis as quickly as possible after assessing the criticality of the situation and the needs of our domestic customers.

Dry weather and drought events

We maintain event management plans and procedures to manage droughts and dry weather conditions and longer-term water resource management. We welcome input from retailers operating in our supply area and we’ll consider all comments before publishing a consultation response.

We also closely monitor weather conditions and available water resources at any given time. In conjunction, we work with the relevant stakeholders to manage the availability of water within our operational area.

During dry weather and drought conditions, we’ll keep customers informed of any developing or escalating conditions and any potential restrictions to service. For more information please view our drought plan.

If we must issue a temporary ban on water use, we’ll advise customers of our plans. We’ll also ask customers to help us manage the conditions by following our guidance and ask retailers to help monitor any breach of our instructions.