Disconnections and reconnections

We may have disconnected your supply due to a breach of water regulations or we've been asked to. Accredited entities can also temporarily disconnect your supply.

Breach of water regulations

If there’s a serious breach of water regulations, we will disconnect the water supply. We'll contact the non-household customer to tell them about the proposed disconnection. Next, we’ll carry out an emergency disconnection. This is issued under Section 75 of the Water Industry Act 1991. We don’t charge for these emergency disconnections.

To help the supply return, we’ll work with retailers and non-household customers. We'll also advise how the customer can stay within water regulations. Retailers can ask us to reconnect the supply. This is if we’ve done an emergency disconnection and the breach is rectified. We’ll visit the site to inspect any work done and work out the best action to take. Charges will apply to inspect and reconnect the service.

Requested disconnections

We can temporarily or permanently disconnect supplies. This is if we're asked to do so by non-household customers or retailers acting on their behalf. Non-household customers will need to contact their retailer to arrange reconnection. Charges will apply depending on the work required. You can find out more in the wholesale service offering and tariff document.

Accredited entities

Supply can be temporarily disconnected and reconnected by accredited entities. This is if retailers ask them to and a customer has not paid their charges. Accredited entities must be accredited under Water Industry Registration Scheme - Accredited Entity.

Report illegal water use or connections

Please report any suspected illegal water use or connection by email as soon as possible. We’ll investigate and if there’s an illegal connection, we’ll take appropriate action.