Tell us about a problem
Frequently asked questions
Firstly, check whether there are any incidents in your area that might be affecting your water supply. We might have temporarily changed the source of your water supply which could affect the taste or look of your water. Please visit our improvements and incidents page and check the incidents and water quality tabs for the latest updates.
We also have more information about discoloured water on our website.
Yes, a very small amount of chlorine remains in the water as it leaves the treatment works to ensure the water remains fresh as it passes through the mains network on its way to your tap.
Chlorine is added to the water supply at the treatment works to cleanse it. The amount of chlorine added is kept to a minimum ensuring the water is safe to drink. Chlorine can sometimes be detectable by customers who have a sensitive palate.
You can reduce the amount of chlorine in your drinking water by leaving a jug of tap water in your fridge for a couple of hours. Ensure you cover the jug, and any water that’s left after 24 hours needs to be thrown away.
We make sure that all the water we supply for drinking, washing, cooking, central heating and cleaning meets the government standards. We take thousands of samples from the supply system and from customer taps for testing. The Drinking Water Inspectorate (DWI) independently assesses the results from these tests and issues a report each year.
We continually monitor water from our 55 treatment plants to ensure that it meets the standards. Regular samples are taken from our 359 service reservoirs and from where treated water is stored.
These samples are analysed for the substances listed in the government standards. Typically over 500,000 tests are carried out each year together with many more operational checks.
Works and improvements in your area
We are constantly making improvements to your area to bring you the best possible service which may be the reason you are experiencing issues with the quality of your water or supply.
Use our interactive map to find out what's happening near you.
Does your tap water taste or smell odd?
Sometimes, we'll hear from customers that their water smells or tastes funny. It's usually nothing to worry about, but we've put a page together with the most common causes and what you can do about them.
Discoloured water is normally short lived and can often be cleared by allowing the first incoming cold water tap to run for five minutes.
Visit our discoloured water page to help find out what's in your discoloured water.