Our dedicated contact us page will help resolve any queries you may have.
There are many ways in which you can get in touch with us which we've displayed below.
You'll need to provide us with:
• Your old address, your new address and the new occupiers name and previous address (if known).
• The date you moved out and the date you moved in.
• Your final meter reading if you had a water meter, and your first meter reading if your new home has a water meter.
If you receive a rateable value bill, you can pay:
• In full on April 1st.
• Half-yearly on April 1st and October 1st.
• By 8 or 10 instalments.
• By fortnightly or weekly instalments, if you’re on a low or fixed income.
If you receive a meter bill, you can pay:
• Quarterly when you get your bill.
• By up to 12 monthly instalments on a Payment Plan.
• By weekly or fortnightly instalments, if you’re on a low or fixed income.
Read further information on paying your bill.
The easiest way to do is this is either by having a live chat with us or contacting us on 0345 1 24 24 24.
You can enter your postcode in our in your area section to see what planned activities, incidents or any latest news are in your area.
You can read all about water meters and how to apply for one on our water meters page.
You can report a leak by contacting our free leakline number, 0800 57 35 53.
To discover what information you need to let us know about, please take a look at our water supply page for further information on reporting leaks and bursts.
For all issues around your water supply, please firstly type your postcode in our in your area map to see whether there is any temporary planned work. If not, you can take a look at our help and advice page to read fixes to common water supply problems.
Having problems with your water supply? Spotted a leak? We’ve got great advice, hints and tips to help you deal with any issues you may be facingRead more...
We have various ways in which you can get in touch with us. Take a look below and choose what's best for you:
Why not try speak to a customer service agent directly to get your query resolved. Our agents are available between the hours of 8am and 8pm, simply click the live chat option to launch a new chat window.
*Please note this doesn't currently work on a smartphone.*
We also have a dedicated customer service twitter account that operates 07:30 - 22:00, 7 days a week, to help handle your queries & provide up to date incident information.
If you'd rather ring us directly, then you can reach us on the following numbers:
Customer Helpline - 0345 1 24 24 24
You can also get in touch with us through the form below. Simply fill in the form at the bottom of the page and choose how you'd like us to respond.
If you've had a good experience with us we'd really like to know so that we can thank the person/s involved and continue to improve our services.
Have you got some great feedback for one of our colleagues? We'd love to hear from you by using the below form.
Our Customer Promise Awards recognise the achievements of colleagues working across the business, and their individual commitment to our Customer Promise. It's made up of three simple ideas that define how we approach the things we do as a business, both with our customers and our colleagues.
Delivering excellent service is what we're about as a business and what we're here to do every day, so it is only right that we should recognise colleagues who do a great job.
We find that most issues can be resolved immediately but if you remain unhappy, you can have your complaint formally registered. You can do this by letter, email or telephone.
PO Box 52
Alternatively, you can phone us on 0345 1 24 24 24 to make a formal complaint.
If you'd like to know more about our complaints procedure click here
Stage One - Customer Care Team
We'll hand your call to our Customer Resolution Manager and your letter or email to a specialist advisor in our Customer Care Team. This person will call you back to discuss the issue and set out how we plan to resolve it. They'll then personally look after your complaint, keeping you fully informed along the way until you're happy that the matter is resolved. We'll then confirm the outcome that we've agreed with you by telephone or in writing, within seven working days.
Stage Two - Escalation to senior manager
In the rare case that you remain unhappy and feel that we haven't resolved the matter to your satisfaction, you can choose to escalate it to an appropriate Senior Manager or Director who will review the case. They'll then write to you explaining the outcome of their review.
If, having fully exhausted this process, we haven't resolved the complaint to your satisfaction, you may take your complaint to the Consumer Council for Water (CCWater) who may act on your behalf to try to resolve your complaint with us. They are an independent body set up to protect your interests and to champion customer issues.
To get in touch with CCWater click here.
If you’re unhappy with the review from CCWater, you have the right to refer your case to the Water Industry Redress Scheme (WATRS).
If you would like to learn more about WATRS or make an application:
Call WATRS on 0207 520 3801
Write to WATRS at
International Dispute Resolution Centre
70 Fleet Street
Visit the WATRS website here.
WATRS are neutral arbitrators who will look at your case independently of Yorkshire Water and CCWater to try and reach a fair decision. This service is free to our customers. Guidance notes are available on the website or you can ask for a copy to be sent to you by telephoning 0207 520 3801.
*WATRS is a voluntary alternative dispute resolution scheme to help address the very small number of customer complaints that remain unresolved. WATRS, is designed to provide an independent, impartial and easy to use alternative to going to Court or a Tribunal.
We have signed up to the scheme's commitments which are set out below. A full copy of the Scheme Rules can be found here www.watrs.org/commitments.
1. Commitment to provide WATRS free of charge to customers;
2. Commitment to support the principles set out in the ADR Specification;
3. Commitment to respect the independence of WATRS
4. Commitment to be bound by decision of the WATRS’ adjudicator if accepted by customer and to implement decision as required by Scheme Rules;
5. Commitment to co-operate with and have due regard to the recommendations of the ADR Panel
Please note that any Fast Track personal injury claims (incident date 31 July 2013 onwards) brought against Yorkshire Water Services Ltd by solicitors acting on behalf of claimants must be submitted through the online EL/PL Portal system. The correct Portal compensator name for such claims is Kelda Group Ltd and our Portal system reference is G231.
The web address is www.rapidclaimsettlement.org.uk
If you have an urgent issue - no water, or poor pressure, please check if we have an issue in your area. You can live chat with us or ring on 0345 1 24 24 24. Otherwise it may be 10 working days before we respond to your email.
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