Visiting you

When lockdown started, we made the decision to suspend all customer facing work unless it was an emergency. We did this to help protect everyone and reduce the spread of coronavirus.


Since then, we’ve been reviewing how we work and putting additional measures in place to help make it safer when we come to help. We’re now visiting you again and we have lots of work we had to put on hold that needs restarting.

If you’ve been waiting for us to book or rearrange an appointment there’s no need to give us a ring, we’ll be getting in touch with you when we can.

If we can complete the work without coming into your home

Where possible, we’ll do everything we can to fix the issue without coming into your home. We will knock on your door to let you know we’re here. You can talk us when we’re visiting but please keep two metres away to protect us all. We’ll try our best to get the job done as quickly as possible and if we need to come back to do any more work, we’ll let you know.

There may be some simple things you can do to help us keep you safe when we visit, so please don’t be offended if we ask you to help or carry out some simple tasks inside.

If we realise that we need to come into your home, we might not do this right away. We need to do full risk assessments to make sure we’re keeping everyone safe so we might have to rearrange the appointment and visit again. If you’re ok with us coming in and we can finish the work that day, we will. We know this is a really worrying and confusing time, but we’re doing everything we can to keep everyone safe.

If we need to come into your home or business

If we need to come into your home, we’ll ask you these questions:

  • Are you, or anyone in your household, displaying symptoms of coronavirus?
  • Are you, or anyone in your household, on the government’s shielding list?

If you answer yes, we won’t come in unless it’s an emergency.

When we come in, our colleague will be wearing personal protective equipment (PPE) to make sure everyone is safe. We can still talk to you and explain what’s happening, but remember to stay two metres away.

Our colleagues are not working if they, or anyone in their household, has symptoms of coronavirus.

Keeping everyone safe

It depends on the type of job we’re doing, if we need to come in our colleagues will wear PPE which includes a face mask, gloves and goggles where appropriate to protect everyone.

Reading your water meter

Reading meters is important for creating bills and understanding how we’re using water. We’re using water differently at the moment and water demand in May was the highest it’s been this year, so we’re asking everyone to be a bit more careful with what they’re using. Meter readings can also help us spot problems like leaky pipes so we can fix them before they get worse.

We may be visiting you soon to get a reading. If your meter is inside we might ask you to read it for us.