Water sampling visits
We carry out water sampling visits at randomly selected properties to ensure drinking water meets the highest possible standards.
Why we take water samples
Every year, we take and analyse tens of thousands of water samples from a variety of sources. This includes samples taken from customers’ taps as well as our own assets.
We take samples to continuously check our water quality and gather useful information that helps us treat water at our treatment centres. There is also a regulatory requirement to take a certain number of samples and carry out tests every year.
After a water supply interruption, such as a burst or planned work, we may also take samples to ensure the quality of our water hasn’t been affected and that our supply returns to normal as soon as possible.
How water sampling visits work
If your property is selected for sampling, here’s what you can expect on the day.
1. Selecting a property
A Water Quality Inspector (WQI) will be given a randomly selected address from our database. As the visits are random, we cannot let you know in advance of the visit if your property is selected.
2. Visiting your property
The WQI will visit the property, but if no one is home or there isn’t a suitable sampling point, they’ll select a different property in the area. You do not have to let us in if you are not comfortable, but we are happy to explain the process if you have any questions.
3. Sampling your water
The inspector will fill bottles from the sampling point (generally the kitchen tap), while also carrying out on-site tests for temperature, chlorine, appearance, deposits, odour and taste. They will need to flush the tap for a couple of minutes after filling the first bottle to ensure accurate results. The whole visit usually takes less than 15 minutes.
4. Testing the samples
The samples are then sent to our laboratory for extensive and precise testing. The results will usually be ready in 7 to 10 working days, but some can take up to 28 days. You will be given the option to receive the results when they are ready.
5. Revisiting you (if needed)
Occasionally, we may need to revisit the property to carry out more in-depth tests. We may also offer you a water fittings inspection to help ensure your water quality is being maintained after it reaches your property. We will contact you to let you know if this is needed.
How to check if someone works for us
Our employees will usually arrive in a company vehicle, always have a company uniform on, and can show an ID card upon request – find out more about how to check if a visitor is genuine.