What coronavirus means for our customers

What coronavirus means for our customers

Find out how we’re dealing with the coronavirus outbreak.

We understand you may be worried about how coronavirus (Covid-19) will impact our services, your water and more.

But we want to reassure you that we are doing everything we can to make sure we continue to provide the best possible service.

This means you might see our vans and workforce out and about working on our water supply and sewerage networks carrying out essential routine work or dealing with emergencies.

These individuals are ‘key workers’ so are permitted to be working in the highway, at our sites, or travelling to and from locations to ensure essential public services are maintained.

Find out more about what our key workers are doing. We’ve also published some helpful Qs and As for customers about Covid-19.

The health and wellbeing of our customers and staff is of the utmost importance to us, which is why we have put into action tried and tested plans to ensure our services are delivered safely.

We want to ease your concerns during these challenging times – keep reading to find out more.

Contamination and water quality

Are you worried that your tap water could be contaminated by coronavirus?

You shouldn’t be – when we treat drinking water before we supply it to your taps, we add a small amount of chlorine to disinfect the water.

The World Health Organisation advises that this way of treating water kills the virus.

If you’re having any other issues related to water quality at the moment, more information can be found on our website.

Contamination and water quality
Here are Jody, Alfie, Brooke and Hannah working remotely and ready to take your call.

How can we help you?

If you require additional support or are experiencing any issues related to our services, paying your bill, or even contacting us, see our advice below:

  • Priority Services – we are aware some of you may have particular needs due to your age, ill health, a disability, mental illness or something else. If so, please register for Priority Services so we can give you extra support.
  • Visiting you – in the unlikely event that we have to visit you at home, we will ask you a few questions in advance to check if you have any symptoms or whether you have visited an affected area recently. This will help us to protect both you and our teams.
  • Paying your bill – during this time we are asking customers not to visit our offices to pay their bill – here are other ways to pay your bill. We are here to help you and recognise that some customers are facing extreme financial difficulty. If you are having problems paying your bill, please see how we can help.
  • Keeping in touch – we may be experiencing a higher number of calls during this time, so we are sorry if it is taking longer for you to get in touch. You can also contact us online – it's quick and easy to do.

Don't flush kitchen roll or wet wipes

With loo roll currently being a hot commodity, we are aware some you may be tempted to turn to some less conventional alternatives.

It’s important you don’t flush items, such as kitchen roll, wet wipes and cleaning cloths – they don’t break down in the same way as toilet paper!

You can help us to prevent unnecessary blockages during this time by only flushing the three Ps: paper, poo and pee.

Further advice on what not to put down your toilet can be found on our Stop the block page.

Don't flush kitchen roll or wet wipes
Staying active

Staying active

It’s important for both your physical and mental health to stay active – you can do this by exercising in your home.

As long as you’re not showing any symptoms, you could also go outside, but make sure you’re taking social-distancing measures by staying two metres from others and not going anywhere with big crowds.

You can also get some fresh air by going out into your garden or opening your windows.

For the latest information on coronavirus visit https://nhs.uk/coronavirus.

Written by

Tom Thompson

Junior Content Writer