Coronavirus update

Keeping our customers and our colleagues safe is incredibly important to us.

We’re following the government health advice to make sure everyone stays safe and we’re putting all the necessary measures in place to make sure this advice is followed by everyone. 

We know this is a really challenging time. We’re pulling out all the stops to make sure we supply you with excellent quality drinking water and take your wastewater away to safely treat it. This page helps to explain some of the work we’ve been doing to keep water flowing and should help to answer any questions you might have.

Helping us all stay safe 

We play a vital role in public health and we’ll continue to make sure we supply you with clean safe drinking water and treat your wastewater safely.

To help us keep everything flowing and protect our network we are only doing essential work for the foreseeable future. This includes meter reading, external meter exchanges and regulatory sampling to ensure water quality and trade effluent compliance.

Where we have to enter your premises our colleagues are following the latest guidance from the Government and Public Health England and have been provided with suitable safety equipment to prevent the spread of Coronavirus.

Please only give us a ring if it’s an emergency. Our teams are really busy so we’re trying to focus on helping those who need us most. If your premises is flooded with sewage, you’ve got issues with your water supply or if you’ve spotted pollution please let us know. If it’s something that can wait for a little while, make a note of it and get in touch at a later date when we’ll be better placed to help.

We’re sorry if we’ve had to cancel an appointment and we don’t yet know exactly when we’ll be able to rebook this but once we can we’ll be back in touch.

Priority Services 

If you need extra help as you’re a sensitive non-household customer site, please get in touch with your retailer to let them know that you’d like to be registered as a sensitive customer. Once you’ve done this, your retailer will let us know so we can add you to our Priority Services Register.


If you’re a small business or any other type of non-household customer and you’re worried about the impact this might have on your finances, please contact your retailer.

Keeping our sewers blockage free

We know it’s been really hard to get hold of toilet roll, but it’s more important than ever that everyone remembers not to flush wipes and kitchen roll down your toilet. Please only flush the three P’s – that’s pee, poo and (toilet) paper to help us keep the sewers flowing and stop blockages from forming which can then cause sewage to back up in people’s homes and gardens.

Keeping in touch with us 

Regardless of who your retailer is, we’re responsible for providing, operating and maintaining the physical water and waste water assets and services. These include the collection, treatment and distribution of water to your premises and the collection, treatment and disposal of waste water from them.

In the event of an emergency, if you experience a potential public health issue such as a loss of water supply, low pressure, discolouration of your water or sewer flooding, you can get in touch with us directly for help. 

For any other matters such as meter reading, a query about your bill, or making a payment, please contact your retailer. If you’re not sure who your retailer is, their number will be on your latest water bill.