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Coronavirus customer update

Last updated: Thursday 9 April 2020

Please note: we will update this article daily with our latest updates.

This is a difficult and unknown time for everyone, but we are doing everything we can to keep your water on and maintain our usual service.

We’re closely following government health advice and responding accordingly to the situation. Our main focus has been on planning for staff shortages whilst maintaining water production, testing and supply to everyone. Our front line staff are on the Government’s ‘key worker’ list and so we’re doing everything we can to attend all appointments at this stage, and where we can’t, we will be in contact.

Recognising the needs of our customers we will be focusing on those in vulnerable circumstances with a number of services and payment options available for customers who need water for medical reasons or need help paying their bills during this time. Please can you let anyone who needs help with paying their bills know that we are here to help and to contact us as soon as they can.

FAQ

Will the coronavirus situation impact my water supply?

No, your water supply will continue to be the reliable service it always has been.

We understand how critical water is in preventing the spread of the virus and so all non-essential interruptions to your water supply will be avoided. In the event of a burst water main, we will work as quickly as possible to restore your supply. Bottled water will be given to vulnerable customers as a priority before other customers.

Is tap water safe to drink during the Coronavirus outbreak?

It is not possible to catch coronavirus from drinking tap water, which goes through a rigorous disinfection process before reaching your tap. It is completely safe to drink.

Will you still visit my home?

Given that water is such a critical service, we will still be visiting customer homes for critical work, such as no water or extreme high pressure. We’re focused on our core services of water production and supply, so visits for other reasons may be cancelled. We will contact you if this is the case.

Before visiting your property, we will ask you a series of questions to assess your situation. If you are self-isolating or showing symptoms of the virus, we will aim to support you from outside the boundaries of your property.

I have an issue with the water supply in my property. Will you still be able to help me?

If you are experiencing any issues with your water supply, please call us so that we can find the best way of supporting you.

I am in an identified coronavirus risk group. How can you support me?

We strongly recommend signing-up to our Priority Services register if you are over 70 years of age or have an underlying medical condition.

This makes us aware of your situation and means that if you’re self-isolating, in the unlikely event your water supply is interrupted, we will know to leave alterative supplies at the boundaries of your property.

Signing up is free and only takes a few minutes. Visit: www.bristolwater.co.uk/psr or call 0345 600 3600 to sign-up.

I’m worried that I won’t be able to afford my water bill. What should I do?

If you’re worried about your bill, please give us a call.

If you are struggling to pay your bill, we offer a range of help to pay schemes. For further information, visit: www.bristolwater.co.uk/struggling-to-pay/ or call us: 0345 600 3600.

What measures are you taking to prevent the spread of Coronavirus?

Our staff members are following the government advice around coronavirus, including frequent handwashing, working in isolation wherever possible and having the appropriate protective equipment, to name a few.

Our rehearsed incident procedures have been put in place with our dedicated response team constantly assessing the situation.

We will update this article with the latest information, and we are constantly assessing the situation. We would like to reassure you that your water supply and safety is our top priority. If you have any questions, please contact us.