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 have a particular need for water, such as home dialysis, please let us know. We will try to plan our work around your needs, and if its unplanned we can contact you as a priority.

We’ll send you your bill and other information in the way that’s easiest for you. We can:

• send your bills or information about our services to a carer, family member or friend
• provide different formats such as braille, large print or translations to another language
• call or visit your home to read your bill to you.

You can also communicate with us in a range of ways including:

• via a nominated point of contact such as a carer, family member or friend
• through our live chat
• using Relay UK Text
• visiting your home
• providing interpreters, signers or our dedicated language line.

Knock and wait - If you have a particular need which means it may take a while to answer your door, don’t worry. We will wait for you.

Our password scheme - You can set up your own password and we’ll use it every time we visit you.

Always make sure your password is unique to you to stay safe from identity fraud.

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

We can help if you have trouble reading your meter. We usually take two meter readings a year to calculate your bills. We can take an additional two readings for you if you want. If you can’t access your meter we may be able to move it at no cost to you – please contact us on 0345 600 4 600.

You may need to appoint someone to manage your financial affairs including your water and/or sewerage account.

A serious illness or living abroad are just two of the reasons why you might need to appoint someone.

There are three different options and the one you choose will depend on your needs and circumstances.