Interruption to supply
Unplanned network interruptions
Sometimes you may encounter interruptions to your supply, water quality, and water pressure. This can be out of our control and could be due to any of the following reasons:
- Leakage and / or burst mains
- Unconsented trade effluent discharges
- Waste asset failures (excluding blockages) that restrict or remove service
- Dry weather and drought events - view our current water resources management plan
During an interruption, we may contact you through text message. We may also send you emergency notifications. You can view active incidents online.
How we'll support you during an interruption
In the event of an emergency we’ll provide portable water to all affected premises. This is in line with our Security and Emergency Measures Direction (SEMD) obligations. We may need alternative supply 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. If you’re on dialysis or medically dependent on water, we'll deliver to you first.
For businesses that rely on water supply, please follow your continuity plans. We’ll supply non-sensitive, non-household customers on a case-by-case basis. This will be after assessing the criticality of the situation. If your business is impacted and you would like to make a claim, view our loss of profits policy.
Planned maintenance
We're working hard to improve our water and wastewater services with planned improvements. Our improvements will help to reduce leaks and boost the capacity of our water network.
Before we undertake work, we'll contact you to let you know. You can also view work happening in your area. Whilst we work, you may be impacted by:
- Increased lorries and tankers in the area
- Traffic delays
- Parking and road closures and restrictions
- Additional dust and noise
- Increased odour issues
- Water supply interruptions - we'll try to avoid impacting your water supply. If this does happen, we may deliver bottled water if needed.
If you have questions or comments, please contact us. We’ll make arrangements with hospitals, prisons and other sensitive customers. You can view our planned water and wastewater improvements online.
Supply disconnections and reconnections
We may have to disconnect our service due to a breach of water regulations or if we've been requested to do so. Accredited entities can also temporarily disconnect and reconnect non-household customers. You can find out more about disconnections and reconnections online.
Notify us of a problem
For any problems with our water or wastewater services, please contact us.
Retailers and/or customers can let us know about any leaks at a premises. You can check if you have a leak using our self-help leak test guide. We’ll investigate and share any information with both as needed. Customers are responsible for any water pipes that run within their property boundary. Both can make arrangements to fix a leak but we need to know about the work and be told when it’s done. We’ll serve a notice explaining the action required. You can find out more in our leakage code of practice.
For any concerns relating to water fittings regulations, please fill in this form and email it to us.