Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

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  • Customers

    Working with others 540

    Our customers are at the centre of everything we do and our responsibility to provide them with a service that is essential to life is one that we take very seriously.

    We want to provide an exceptional service experience that is inclusive and accessible to all.


    • Customers who are able to afford water and sewerage services and effectively manage their water use. 
    • High levels of satisfaction by consistently meeting or exceeding expectations; being viewed as a trusted, reliable and preferred service provider.
    • Safe, wholesome and pleasant drinking water that complies with mandatory standards and supports the wellbeing of our customers and communities.
    • The risk of sewer flooding kept to a minimum, with sewerage services that support customers, communities and the environment.
    • Assets operated, maintained and managed responsibly, with sustainability principles and practice fully integrated into the capital programme and scheme choices. Operating, or contributing to, more sustainable alternatives to conventional water management and treatment.
    • Customers, local communities, economic interests, environmental organisations and other stakeholders in our region who are fully engaged in our activities. 
    • Regulation that contributes to sustainability as well as delivering high standards for customer service and water and effluent quality. 
    • A positive contribution to global society through our activities.

    What we are doing 

    We aim for the highest levels of customer satisfaction, and our staff go the extra mile whenever they can. Day to day feedback shows customers are generally very satisfied with our service and see it as good value for money. But we can always do more, so we continue to compare ourselves with the best service providers across all sectors.

    We offer free water saving kits, including sprinkler heads for hosepipes and more efficient showers. We also attend summer shows around our region to encourage customers to be smart about water and run a free education service to schools and community groups covering all aspects of the water cycle.


    Repaired 4,300 of our customers leaking pipes for free Continued to decrease customer bills as a proportion of disposable income Lowest number of complaints in the water industry 
    Retained our government  Customer Service Excellence award Extended opening hours for operational contact
    Reduced the number of properties supplied by a single source of water by 30,000 
    Educated 29,104 children/students Reduced customer contacts about drinking water quality Fixed 70% of leaks reported to us in the same day 

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