Hello there. How can we help?

Child on someone's shoulders

Let's find you the right team

Tell us why you’re here and we’ll get you the information you need.

Quickest option

Tell us you're moving

Tell us about your move and we'll take care of the rest.

Fill out our moving form

Cat in a drawer

Need to close an account?

Close your account online

Tell us you're moving

Use our online moving form

Usually takes 3 to 5 minutes

Request a call back

Usually takes 8 minutes

Call us on 0345 1 24 24 24

Usually takes 15 minutes (including hold time)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

illustration of a house

What information do I need?

To let us know you're moving home, you will need:

  • your current address
  • your new or forwarding address
  • your moving date
  • your contact phone number and email address.


If you’re a new customer and you want to set up a direct debit at the same time, you will need:

  • your account number and sort code.

When do I need to tell you I’m moving home?

Please let us know you're moving around 7 days before your moving date.

What happens next?

Once you've completed a form to tell us you've moved, we'll take care of the rest.

We’ll sort out your account, accurately calculate your meter readings and we'll email you to let you know when everything's sorted.

I'm selling my second property, how do I remove it from my account?

You can use the close an account form to let us know you're selling a second property.

When you get to section 4 and the form asks for your new address, please enter your forwarding or permanent address. When asked "Will you pay the bill at your new address?", select "no" if you already have an account set up for this address.

I’ve already moved and haven’t told you yet, what do I need to do?

It’s best to let us know as soon as you move in. But if you’ve forgotten, and you moved within the last 3 months, you can use our online forms. If your move was longer than three months ago, you'll need to talk to us.

Existing customers - if Yorkshire Water billed you in your last home you’ve moved within our area, please use our existing customer form.

New customers - if you don’t have a Yorkshire Water account yet, because you’re new to the area or it’s your first home, please use our new customer form.

Closing your account - if you've moved out of our area, please fill out our closing your account form.

My plans have changed, what do I need to do?

Get in touch, we'd be happy to help!

Tell us someone has passed away

The best way to tell us someone has passed away is to request a call back. We'll call at a time that suits you and will sort everything as quickly as we can.

Let us call you back

Close your account online

You can close your account quickly and easily by filling out our online form

Close your account

Talk to our billing team

Close your account online

Usually takes 3 minutes

Request a call back

Usually takes 5 minutes

Call us on 0345 1 24 24 24

Usually takes 10 minutes (including hold time)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

Illustration of a pencil

I'm selling my second property, how do I remove it from my account?

You can use the close an account form to let us know you're selling a second property.

When you get to section 4 and the form asks for your new address, please enter your forwarding or permanent address. When asked "Will you pay the bill at your new address?", select "no" if you already have an account set up for this address.

Can I transfer the account after a death?

No, we'll need to close the account and open a new one.

What information do I need to tell you someone has passed away?

To make this as quick and easy as possible, it would be great if you’ve got any of this information to hand:

  • The person’s details including name, address and date of death.
  • If the property is owned or rented.
  • An up to date meter reading (only if it's safe to read the meter).
  • If you're closing the account - the forwarding address to send any final correspondence to.
  • If someone is still living in the house and needs a new account - their full name, forwarding address and telephone number.

If you don’t have all the information, there’s no need to worry. Give us a call and we'll be happy to help.

What information do I need to close an account?

To tell us you're moving or close an account, you will need:

  • your current address
  • your new or forwarding address
  • your moving date
  • your contact phone number and email address.

Quickest way to pay

Pay your bill online

Pay your bill now with a credit or debit card.

Go to our payment form

Person drinking from a mug

Talk to our billing team

Pay your bill online

Usually takes 3 minutes

Let us call you

Usually takes 10 minutes

Call us on 0345 1 24 24 24

Usually takes 12 minutes

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

mug illustration

How can I pay my bill?

You can pay your bill by:

  • Direct Debit
  • online card payment
  • standing order
  • bank transfer
  • telephone banking
  • cheque
  • payment card at a PayPoint or Post Office with cash or card.

Find out more about paying your bill

What do I need?

To pay your bill, or change the way you pay, you will need:

  • your Customer Reference Number (you'll find this on your bill or statement) 
  • the postcode of the property
  • the bill payer's name
  • your contact phone number and email address
  • your bank account number and sort code (if you're setting up a direct debit)
  • your credit or debit card (if you're making an online card payment).

Can I get help paying my bill?

We don't want anyone to have to worry about paying their water bills, so if you're struggling, please let us know or apply for one of our schemes.

Help to pay

Quickest option

Set up your Direct Debit online

Direct Debit is the easiest way to pay and you’ll be able to choose when you make your payments.

If you want to change your existing Direct Debit, just complete our form with your new details and we’ll change your payment plan.

Set up a Direct Debit

Lower Barden Reservoir

Talk to our billing team

Set up a Direct Debit online

Usually takes 5 minutes

Let us call you

Usually takes 10 minutes

Call us on 0345 1 24 24 24

Usually takes 12 minutes (including being on hold)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

cup illustration

How can I pay my bill?

You can pay your bill by:

  • Direct Debit
  • online card payment
  • standing order
  • bank transfer
  • telephone banking
  • cheque
  • payment card at a PayPoint or Post Office with cash or card.

Find out more about paying your bill

What do I need to change the way I pay?

If you want to change the way you pay, it's quick and easy to do using our online form.

To complete the form, you will need:

  • your Customer Reference Number (you'll find this on your bill or statement) 
  • the postcode of the property
  • the bill payer's name
  • your contact phone number and email address
  • your bank account number and sort code (if you're setting up a direct debit).

Change the way you pay

What do I need to set up a Direct Debit?

To set up a Direct Debit, you will need:

  • your Customer Reference Number (you'll find this on your bill or statement) 
  • the postcode of the property
  • the bill payer's name
  • your contact phone number and email address
  • your bank account number and sort code.

Has your bill gone up?

We've all spent a lot more time at home this year and we've been using water differently. This has led to some customers' bills going up.

View our water usage page

washing machine illustration

Find out how we work out your bill

Your water bill is made up of a few different charges - read our advice pages to find out what they all are.

What do you pay for?

Log in to your account

If you have an online account, you can view your past 2 years' bills online.

Log in

Talk to our billing team

Let us call you

Usually takes 15 minutes

Call us on 0345 1 24 24 24

Usually takes 20 minutes (including hold time)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

cup illustration

Find out more about water meters

Water meters

See if you could save with a meter

How much could you save?

Submit a meter reading

Submit your reading

Want a water meter?

At the moment, we organise water meter fittings by giving you a call at a time that suits you. Just fill out our call back form and we'll be in touch.

Give us a time to call you back

Washing machine

What information do I need to submit a reading?

To give us a meter reading, you will need:

  • your customer reference number (you can find this on the top of your last bill or letter)
  • your reading (the black numbers from your water meter)
  • the date you took the reading.

How do I apply for a water meter?

Just visit our request a meter page and we'll call you to make an appointment.

I've requested a meter, what happens next?

1. We'll make an appointment

We'll call you to make an appointment with our approved service partner to visit your home. 

2. We'll carry out a meter survey

Our approved service partner will come to your home to do a survey. If we can fit the meter at our preferred location and at a reasonable cost, the installation will be free.

3. We'll fit your meter

We'll fit your water meter during our first visit if we can. We usually fit a water meter inside your home, in the same place as your stop tap, but we might put it outside if there’s a good spot available.

If it's not possible to fit a meter on the survey day, or the surveyor suggests fitting a chamber outside, we’ll make another appointment with you. 

We normally fit water meters within a month but if we're really busy, it can take up to three months. If it takes us longer than three months to fit your meter, your metered charges will be backdated from the 90th day from applying.

4. We'll send your new account details

Once your meter has been fitted, our service partner will let us know the location and serial number. We’ll then be in touch with the details of your new metered account. Until you get this, you should carry on paying as usual.

My meter has been fitted, what happens next?

Once your meter has been fitted, our service partner will let us know the location and serial number. We’ll then be in touch with the details of your new metered account. Until you get this, you should carry on paying as usual.

Can't make this month's payment?

If your circumstances have changed and you’re struggling to pay your bill, or you’re concerned you might struggle in the future, please don’t worry.

Apply for a payment holiday

Are your bills mounting up?

We’ve got a range of helpful schemes you can apply for.

Find the right scheme for you

Talk to our support team

Apply for a payment holiday

Usually takes 4 minutes

Let us call you

Usually takes 15 minutes

Give us a call on 0345 1 299 299

Usually takes 20 minutes (including hold time)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

Heart illustration

I've applied for a Yorkshire Water support scheme, what happens next?

After we receive your application and any supporting documents, we'll be in touch within 5 working days to discuss the next steps.

How do I apply for a payment holiday with Yorkshire Water?

Applying for a payment holiday couldn't be easier, you just need to complete our help to pay form.

You can use this form to tell us:

  • your income has stopped and you need to pause your payments
  • your income has significantly reduced and you need to lower your payments for a while
  • you are unable to get out to pay your bill.

To complete the form you will need:

  • your customer reference number (this is on your bill or statement)
  • your postcode
  • your contact details (email address and phone number).

If you're completing this form for someone else:

  • in addition to the above customer details, we will need your contact phone number.

Apply for a payment holiday

What evidence do I need?

If you want to apply for one of our schemes, here's what you'll need.

 

WaterSure

To apply for WaterSure, you need to give us:

  • proof of your benefit entitlement 
  • a copy of your repeat prescription or a doctor's certificate/letter explaining your condition and why you need to use extra water
    or
  • proof of Child Benefit entitlement for each child

 

WaterSupport or Community Trust

To apply for WaterSupport or a Community Trust Award, you need to give us proof of your income such as:

  • bank statements (dated within the last 3 months)
  • benefit award notices (most recent award letter)
  • wage slips (dated within last 3 months)
  • self-employed business records (most recent Self-Assessment Tax return).

 

For any other schemes, please call us on 0345 1 299 299 and we can advise you.

Are there other ways I can lower my bill?

Yes!


Save water

A few small changes can make a difference and save lots of water, which will cut your utility bills.

Read our water saving tips


Water meters

Depending on water usage and how many people are in your home, you could save money with a water meter.

See if you could save with a water meter

Check if we already know about the problem

View our map to see whether we're already aware of the leak or flood you've seen.

Check our map

The view across Baitings Reservoir

If we don't already know about the problem, get in touch

Let us call you back

Usually takes 5 minutes

Call us on 0800 57 35 53

Usually takes 10 minutes (including hold time)

24 hours a day, Monday to Sunday

phone illustration

What information do I need to report a leak?

To report a leak, you need know:

  • the exact location of the leak (postcode/street name/village)
  • the type of leak (pool of water, trickle down street, flowing stream, like a fountain)
  • your contact details (we only need these in case we need to phone you back)

Who's responsible for a leak?

Inside your property

You're responsible for the maintenance of the plumbing inside your premises, for example water pipes, water tanks and overflows.

Outside your property, but still on your land​

You're also responsible for the pipework from the boundary of your property up to where it enters your premises.

Outside your property boundary

If the leak is outside your property boundary and on our water pipe (pipes in roads, footpaths and the pipe that leads up to your property boundary) then this is our responsibility.

Check if we already know about the problem

View our map to see whether we're already aware of the pollution, sewage or drainage problem you've seen.

View our map

Lower Laithe Reservoir sunset

If we don't already know about the problem, get in touch

Illustration of a phone

If you've spotted pollution

If you've spotted pollution in a water course, please call us on 0800 138 3484 so that we can investigate as a priority.

Signs of a suspected pollution in rivers, water courses or coastal areas could include:

  • the appearance of toilet paper, tissues, wipes, faecal matter, condoms and/or sanitary products
  • a river or stream appearing to look cloudy or milky
  • the appearance of soap suds or foam
  • the presence of a slimy grey sewage fungus
  • dead or gasping fish
  • noticeable sewage odour.

If you've reported a sewage leak or flood

We’ll take a look

If sewage is inside your home or property, we’ll try to get to you the same day. You’ll need to be in when we visit so if you can’t be there, we’ll make you an appointment for a later date.

If sewage is outside your property, we’ll aim to get there within 5 days.

We can text you on the day to let you know the technician is on their way. When they arrive, the technician will clean up the mess and figure out what’s causing the leak. Once they know what the problem is, the technician will tell you what you need to do and explain when happens next.

 

Next steps

If it's a problem with our pipework, we’ll take responsibility and sort it.

Every situation is different, so it’s difficult to know how long the problem will take to fix. If it’s a simple problem, we may be able to fix it on our first visit. Fixing big problems can be complicated and may take a while, so we may need to come back to do further work. If we need access to your property again, we’ll get in touch to arrange another appointment.

 

Fixing a problem on your property

If you live in a rented property, you should contact your landlord and tell them about the problem.

If you own the property, contact your insurance company before you start looking for a drainage contractor. They will be able to give you help and advice about making a claim. If you don’t notify your insurance company, it could affect any future insurance claim. We have no liability for sewage leaks which are beyond our control so your insurance company are best placed to help you regarding loss and damage.

 

Who's responsible for carrying out any work?

You are responsible for all the pipes inside the property. These include toilets, sink drains and any outdoor guttering or pipes attached to the property. You’re also responsible for the section of pipe from where the pipes go into the ground, either directly or into a gully close to the property, until it reaches a public sewer (unless this is shared with your neighbour).

Don't worry, we're still on hand to give you advice and we'll help you as much as we can.

Always stay safe

Sewage leaks can be very dangerous so it's important you stay safe.

  • Do not walk through flood waters if you can avoid it - they may contain sewage and other dangers. You should also keep children and pets away from the affected area.
  • Wash your hands and disinfect footwear after any contact with the sewage.
  • Turn off electricity and gas points if sewage is in danger of reaching them.
  • Take extra care around flooded areas - manhole covers may have been moved by the water. You might not be able to see this, and you could fall and injure yourself.
  • Never attempt to unblock a sewer yourself – this would put you at risk and could make the situation worse. You should wait for one of our professionals to come and deal with the problem.
  • Protect cuts and grazes with waterproof dressings and wear rubber gloves to protect yourself while cleaning up.
  • Don’t eat any fruit or vegetables grown in the garden if there has been a sewage leak, and don’t plant any new ones for at least six months.

You might be affected by a problem in your area

No water or low water pressure can be caused by works in your local area. View our map to see if something's going on near you and find out the latest updates.

Check our map

View across Baitings Reservoir

Need to talk to us?

Read our water pressure advice

Let's increase water pressure in your home

Let us call you back

Usually takes 5 minutes

Call us on 0345 1 24 24 24

Usually takes 8 minutes (including time on hold)

24 hours a day, Monday to Sunday

bath illustration

1. Check for planned works or incidents

If you turn on your taps and find you have no cold water, or very low water pressure, it may simply be because there's work going on in your area. If you haven't received a letter or card, there may be a problem near you, like a burst water main.

Check for incidents in your area

2. Check for problems in your home

If there's no work going on, have you checked your stop tap? Sometimes, when work is carried out, air or sediment can become trapped behind your internal stop tap.

Here's what you need to do:

  1. Turn on your main feed cold water tap (this is usually your kitchen tap).
  2. Turn your internal stop tap (usually under the kitchen sink, in the bathroom or in the cellar) off and on three or four times.
  3. Make sure your stop tap is fully open, then turn it back slightly to avoid seizing.
  4. You may find the water coughs and splutters a bit, but usually this brings back the water or increases the pressure.

3. Talk to us

If none of these suggestions have worked and you still have no water or low pressure, give us a call and we can help you. If you need one of your technicians to visit you, we can make an appointment while you're on the call.

4. We'll check your water flow and advise you

If we couldn't help you over the phone, one of our technicians will pay you a visit to check water is flowing to your home. Where possible, we may also check the kitchen tap to see if the problem is in your home or outside the property. The technician will advise you on the next steps.

Who's responsible for carrying out any work?

Water pipe responsibility changes at the boundary where the street meets your property, this is usually at your garden gate. If sufficient water flow doesn't reach this boundary we'll upgrade the pipes and ensure it does.

You are responsible for pipework between the boundary of the street and your home, stop taps on your property (either inside or outside) and all the plumbing in your home.

Fixing a problem on your property

If the problem is inside your home, the maintenance is your responsibility. You may have plumbing and drainage cover, so you might want to contact your insurance provider before looking for a plumber.

If you need to find a plumber, you can find an approved local one on the WaterSafe website.

Why does my water look different?

Find out what's causing your issue

Why does my water taste or smell different?

Find out what's causing the problem

Let's get your water back to normal

Read our discoloured water advice

Discoloured water can usually be cleared quickly and easily

Read our advice about taste and smells

Find out the most common causes of water tasting or smelling different

Let us call you

We'll give you a call at a time that suits you

Tea mug

Find out about our Priority Services Register

We want to make sure everyone is happy and safe, and we have lots of ways to help make that happen - we just need you to sign up to them.

Our services

Baitings Reservoir

Talk to us about how we can help you

Apply for Priority Services online

Usually takes 4 minutes

Call us on 0800 1 38 78 78

Usually takes 10 minutes

24 hours a day, Monday to Sunday

Illustration of a heart

What kind of help is available?

Here are the services we offer:

Braille and audio letters
We can send you large print, braille or audio copies of your bill.

Need to know about planned works earlier?
We can give you a longer notice period and even arrange a personal visit if there's something big happening.

Constant supply of water
Sometimes we may need to interrupt your water supply. We’ll contact you if we do and we can offer a priority water supply connection or, if needed, bottled water delivered straight to your door.

You'll always know it's us calling
If you are concerned about unwanted callers, we can set up a security password so you'll always know it's us calling.

Want someone else to manage your account?
You can nominate someone to act on your behalf.

Help reading your meter
Maybe you’re struggling to bend down or access your meter? If you can’t take a reading, we may be able to take one for you.

Who can get help?

We can help if you:

  • have sight problems
  • are deaf or hard of hearing
  • have home dialysis
  • use a wheelchair or have mobility concerns
  • are a new parent
  • are concerned about unwanted callers
  • would like someone else to manage your account.

What information do I need to sign up?

To sign up for priority service, you will need:

  • your customer reference number (optional)
  • your postcode
  • your contact details (email address and phone number)

Can I sign up someone else?

Yes of course! You'll need to tell us the details of the person you want to register and your relationship to them.

Have you had great customer service?

We'd love to hear about it.

Tell us about good customer service

Read more about how we put things right

We’ll try our best to get things right first time, but we do fall short occasionally. If this happens please get in touch as soon as possible.

Making a complaint about Yorkshire Water

Talk to our complaints team

Call us on 0345 1 24 24 24

Usually takes 20 minutes (including hold time)

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

Phone illustration

I've nominated a Yorkshire Water employee for a WOW! Award, what happens next?

Once you have made your nomination, the WOW! Awards independent judging panel will award the employee or team with a certificate of excellence, if they think they've delivered outstanding customer service.

What happens when I make a complaint?

Step 1: We'll talk it though

We’ll listen to the problem so we can really understand the issue. We’ll always try and resolve your complaint right there and then on the phone.

 

Step 2: We’ll investigate it

We’ll get to the root of the problem and see what we can do to help.

 

Step 3: We’ll offer you a solution

We’ll try and come up with a solution we’re both happy with. We solve most of our complaints at this stage.

 

Step 4: You can escalate your complaint

If you're still unhappy you can ask to be referred to a complaint manager. They'll aim to call you the next working day, but it can take up to 48 hours.

 

Step 5: Speak to your dedicated complaint manager

Top tip - if you request a call back, you'll jump straight to this step!

Your dedicated complaints manager will discuss the problem with you and will personally handle your case from this point.

The complaint manager will carry out an independent review of the problem.

 

Step 7: We’ll offer you a solution or explain why we can't

We do everything we can for our customers and we always try and come up with a solution both parties are happy with. But we can’t fix everything, some things are out of our control. If we can’t resolve the issue to your satisfaction, you’ll get a full explanation why.

Tell us someone has passed away

The best way to tell us someone has passed away is to give us a call or request a callback. We'll sort everything as quickly as we can.

Let us call you back

We'll call at a time that suits you

Call us on 0345 1 24 24 24

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed

Read our bereavement advice

Find out what to expect after you've contacted us

phone illustration

What information do I need?

To make this as quick and easy as possible, it would be great if you’ve got any of this information to hand:

  • The person’s details including name, address and date of death.
  • If the property is owned or rented.
  • An up to date meter reading (only if it's safe to read the meter).
  • If you're closing the account - the forwarding address to send any final correspondence to.
  • If someone is still living in the house and needs a new account - their full name, forwarding address and telephone number.

If you don’t have all the information, there’s no need to worry. Give us a call and we'll be happy to help.

Can I transfer the account after a death?

No, we'll need to close the account and open a new one.

Want to talk to us about something else?

Call us on 0345 1 24 24 24

Usually takes 15 minutes (including hold time)

Illustration of a phone
Our phone opening hours

You can call us about issues with your water supply, sewage flooding in your home or if you’ve spotted pollution 24 hours a day, Monday to Sunday.

For billing-related calls, we're open:

Mon-Fri 8am-6pm

Saturday 9am-5pm

Sunday and bank holidays Closed