The best way to contact us is by talking to our experts in customer services. Calls to 0345 numbers usually cost the same as standard UK landline numbers but please check with your telephone service provider. Please be aware our calls may be recorded.
For questions or complaints about your bill, payments, moving home, metering or Priority Services:
Call our billing team on 0345 600 3600 or talk to us via Live Chat on the bottom right of your screen.
You can also submit a billing enquiry or complaint online.
Billing phone line opening times:
Monday to Friday: 8am until 8pm
Saturday: 8am until 2pm.
Address: Customer Services, BWBSL, 1 Clevedon Walk, Nailsea,
For questions or complaints about leaks, your water supply, pressure or quality you can contact us using the details below.
If you have an urgent operational issue, such as no water, a leak that is dangerous or causing damage, or if you've spotted one of our covers or sites that is dangerous please call us or use our livechat, instead of sending an email or filling out a web form so we can assist you as soon as possible.
Call our operations team on 0345 702 3797. You can also submit an operational enquiry or complaint online
Operational phone line opening times:
Monday to Friday: 8am until 6pm
Please have your customer reference number and the property address the query relates to handy for our representatives.
Address: Customer Services, Bristol Water plc, Bridgwater Road, Bristol, BS13 7AT
Please be advised that our response to form submissions may take up to 10 working days.
We will reply to your submission within five working days, if you have a more urgent question about your bill please call us so we can help you straight away.
We welcome contacts using the text relay service.
Online forms 📝
Help with billing 📄
Issues with your water supply? 🚱
Online help 🔗
Please visit our COVID-19 information page to see our latest updates.
Have you been contacted by Accent?
A survey company called Accent are currently conducting door to door surveys, on behalf of Ofwat, gathering feedback on your perception of us. They'll be carrying proof of ID with them, although we cannot confirm their identity over the phone. You can also refuse to take part if you wish.
Environmental information request
The Environmental Information Regulations 2004 (EIR) came into force on 1st of January 2005. They apply to public authorities, which for the purposes of the EIR includes, Bristol Water plc.
Requests can be made by anyone. They need not be in writing, and can be made by telephone, in person, e-mail or other means of communication. There is also no requirement to refer specifically to, or state that the request is made under the Environmental Information Regulations, nor to give any reasons for the request, or the proposed use for which the information requested. However, it will help to process the request more efficiently if “Environmental Information Regulations” or “EIR” is mentioned when making the request. It is also open to anyone making a request to ask for information to be provided in a certain format, such as by paper copy, electronically or to inspect information.
If you wish to make a request please read the leaflet HERE for more information.
Please note: If you are given the opportunity to complete a survey, we encourage you to take the chance to have your say. Customer feedback is an important part of our and Ofwat’s activity in regulating the performance of water companies and the services we provide to our customers. If you do not want to be surveyed by us please let us know and you won’t be surveyed but may still be contacted by Ofwat. For more information please see our Privacy Notice.
Need a little more help?