It is rare but sometimes we have to turn off the water supply to carry out essential work like fixing or replacing a pipe.

If we need to turn off your supply, we’ll write to you in advance or let you know using our loudspeaker vans. However we realise you may prefer us to contact you in a different way.

In the case of an unplanned interruption like a burst, we may also need to get in touch with you.

If you prefer we can:

• call you on the telephone
• visit you at home
• contact a neighbour who can let you know.

If the water is going to be cut off for a while and you would have difficulty collecting an alternative supply of water, we can help by:

• giving you bottled water
• locating mobile water tanks near you
• collecting water from mobile water tanks and delivering it to your home.

Do you have a particular need for water?

If you use dialysis equipment or have a particular need for water, please let us know. We will try to plan our work around your needs. If a main bursts we will deliver free bottled water to you and will keep in touch to let you know when the supply will be back on.

If you are unable to read your meter, we can help. 

Usually we take two meter readings a year to work out your bill but if you want, we can take an additional two readings for you.

If you can’t access your meter, we may be able to move it without charge – please contact us for more information.

You can create your own password which we will use every time we have an appointment with you. This gives you reassurance if we need to visit you at home.

Bogus callers

If you receive a visit from one of our team, remember to ask to see their identity card before you let them inside your home.

Our employees will show you their identity card which includes their name, photograph and our logo.

If you have any concerns about a caller ask them to wait outside while you call us on 0345 600 4 600 to check they are genuine or call the police.

Bogus callers and distraction burglars can be persuasive and use tricks to get into your home, but you don’t have to let them in. 

If you’re not sure don’t open the door. 

Find out what to do if you suspect someone is a bogus caller.

You expect us to provide a high standard of service.

These standards are set out in our Promise. You can claim automatic compensation if we fail to meet these standards. 

These include the following standards for Priority Services.

If you register for Priority Services, you can access additional help:

• immediately if you apply by telephone
• within 10 working days if you apply by writing or online.

When you have registered your requirements with Priority Services we’ll always:

• send you your bill in your chosen format
• communicate with you in an agreed way
• send leaflets you request in the format agreed with you.

If you ask us to read your meter we’ll do it within five working days of your request.

Find out more about our Promises.