Core customer information

Find out how long we’ll take to respond to contacts and incidents, and how much we’ll pay if we fail to meet our promises.

How we can help if you need support due to age, ill health, disability, mental health or a temporary change in your situation.

Find out what each part of your bill means, how to pay it and how we can help if you need support.

Find out what to do if you have no water or are experiencing an issue with your supply, such as a change in colour, taste, smell or pressure.

Find out what to do if your drains are blocked, sewage has entered your home or garden, or you have spotted signs of pollution in a watercourse.

How to resolve issues relating to our services, such as water supply interruptions and sewer flooding.

Learn about how we will support you during an incident, from keeping you informed to supplying bottled water.

If you are not happy with our service, find out how to make a formal complaint.

Criminals sometimes use scams to pretend to be us – discover how to spot them and what to do if you are targeted.

Spotted a leak? Find out who to contact depending on where the water is coming from.

Find out how to send us a reading online or what to do if you want to switch to a meter.

If you fail to pay your bill, we may take action to recover any money you owe us. Find out what these could be and what support we have on offer if you need help paying.

Every aspect of our performance is closely monitored and regulated – discover who our regulators are and what they do.