Coronavirus update - a message to customers

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

We’re following the Government's 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, we’re only going to be doing essential work for the foreseeable future. This means we’ll only be visiting your home to do work if it’s an emergency and we’ll ring ahead to check how you are and if you’re self-isolating so we know if we need to put extra precautions in place to protect us and you.

Our teams are really busy so we’re trying to focus on helping those who need us most. If you’ve got issues with your water supply, your home’s flooded with sewage or if you’ve spotted pollution please let us know. We’re also here to help if you’re worried about not being able to pay your bill. 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.

If you’ve got an appointment for us to visit and it’s not an emergency, we’ll be getting in touch with you to postpone. We’re sorry to have to do this, but by cancelling work that isn’t urgent we can help protect our customers and colleagues during this tough time. We don’t know exactly when we’ll be able to rebook appointments just yet, but once we can we’ll be back in touch.

Find out how you can contact us

Priority Services

If you or any of your family or friends need a little extra help due to particular health issues, please make sure you’re signed up to our Priority Services Register. By letting us know about your needs and circumstances, we can do our best to support you.

You can also sign someone up on their behalf if they don’t have access to the internet.

If you’re self-isolating and you’re worried about what you’d do if your water supply was interrupted, please get in touch and we’ll do our best to help. If you’re otherwise healthy and don’t normally need extra support, there’s no need to join our Priority Services Register.

Register for Priority Services


It’s a challenging time for everyone at the moment and the last thing we’d want anyone worrying about is how they’ll pay their water bill. If your circumstances have changed and you’re struggling to pay your bill, or you’re worried you might struggle in the future, please don’t worry. There are loads of ways we can help for more information and to apply, visit our help to pay page.

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 their toilet.

Please only flush the three Ps – 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.