Global FAQ

I have no water, is there a problem in my area?

If you're experiencing problems with your supply, it may be an issue that we're already aware of and are working hard to get repaired.

You can find out by visiting our 'In Your Area' and entering your postcode to see details of all current work.

If there are no works showing in your area, please contact us via Facebook or Twitter where we offer support and advice 7:30am - 10pm Monday to Saturday and 8am - 5pm Sunday.

If you want to report a no water issue you can do it here or call our 24/7 emergency hotline on 03457 145 145.

How can I register a new account?

Congratulations on your new home!

It’s really quick and easy to register your new property. You can find all the details on how to setup a new account on our moving page.

If you prefer to chat with someone online, one of our dedicated Live Chat agents will be happy to help.

If someone is available to chat, a link will appear to the right of the screen, or you can find a full list of available contact methods and opening times on our contact us page.

How do I get a free garden kit?

We have lots of information on how to save water in the garden. We want to help you get started on the right foot, so we've got our wonderful water saving garden kit to help you become water efficient.

You can order yours here.

To get the most out of your water saving kit, and for other water saving tips such as how to use a water butt should you have one, please watch our helpful guides here:

Can I flush dog poo down the toilet?

No types of animal faeces is allowed to be flushed down the toilet.

The sewer network is not suitable for this kind of waste because of the presence of Toxocara (also known as roundworm) in animal faeces, which is tolerant of the relatively high temperatures and harsh conditions found in the final digestate stage in processing the used water that comes through to the treatment works from sinks and toilets.

The Toxocara cysts live for a long time within soil, together with other parasites that are found in animals that have not been wormed.

You can find out more here about how to keep sewer pipes clear to help avoid pollution and sewer blockages.

Can I contact you by live chat?

We have dedicated live chat team who can help you with any billing and operational issues.

If someone is available to chat, a link will appear to the right of the screen, or you can find a full list of available contact methods and opening times on our contact us page.

What does CR mean on my bill?

CR represents a credit on your bill.

Any overpayment or credit on your account will be deducted from the balance on your next bill when it's produced. If you don't want to wait until then, please give us a call on 03457 91 91 55.

Or, if you prefer to chat with someone online, one of our dedicated Live Chat agents will be happy to help. If someone is available to chat, a link will appear to the right of the screen.

Can you help me find my meter?

Water meters can be located internally or externally.

Internal meters can be found under the kitchen sink, in an airing cupboard or behind a toilet. External meters can be found immediately outside the boundary of the property that they serve, down in the ground.

If you're having difficulty locating your meter, please call us on 03457 91 91 55.

If you prefer to chat with someone online, one of our dedicated Live Chat agents will be happy to help. If someone is available to chat, a link will appear to the right of the screen.

How do I report a blocked drain?

Thank you for informing us about this. To report a problem with a blocked sewer you can do this:

quick and easily online

by calling our Operations Team on 03457 145 145

via Live Chat. If someone is available to chat, a link will appear to the right of the screen.

You can find a full list of available contact methods and opening times here.

Can I contact you by email?

You can contact us by email by completing our online email form.

If you prefer to chat with someone online, one of our dedicated Live Chat agents will be happy to help.

If someone is available to chat, a link will appear to the right of the screen, or you can find a full list of available contact methods and opening times on our contact us page.

10.

How can I report bereavement?

We’re really sorry to hear about your loss.

Please visit our bereavement support page for information on how to notify us.

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FAQs