About us
FAQs about Bristol Water.
What area do you supply water?
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day.
Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
How can I contact your press office?
For journalists looking to get in touch with our PR team, email the team at pressoffice@southwestwater.co.uk. Please note that these contact details are for press enquiries only and the communications team will not be able to assist you with any operational or billing queries.
Who do I contact with an urgent query?
If you have a water supply emergency, you can call us on 0345 702 3797 which is a 24-hour helpline.
Where is your head office?
Our head office is on Bridgwater Road, Bedminster Down, Bristol BS13 7AT.
Can I email you?
Yes, for billing queries or moving home the address is customer.services@bwbsl.co.uk and for water supply queries or leaks, the address is customer.services@bristolwater.co.uk
What are the opening hours of customer services?
You can call our operations customer service team with any enquiries, by calling 0345 702 3797 Monday – Friday 8am – 6pm. There is someone available 24 hours a day to answer our phone lines for emergencies.
Our Twitter and Facebook pages and livechat are also open Monday – Friday 8am to 6pm. If you would like to speak with our billing team, you can call them on Monday – Friday 8am – 6pm and Saturdays 9am – 1pm on 0345 600 3600.
How can I make a complaint?
Learn how you can make a complaint and what our complaint processes are.
We're really sorry to hear you are unhappy with our service. We aim to provide the best possible service at all times. If you have a complaint we like to give you a clear understanding of how it will be dealt with and escalated where required.
The best and fastest way to resolve your complaint is by calling us. If you want to complain about our billing services (things like metering, payment plans and moving home), call our billing team on 0345 600 3600. If you want to complain about an operational issue (like having no water, low pressure or roadworks), call our operational customer service team on 0345 702 3797.
Learn more on how you can make a complaint and how our complaint processes work.
How can I read your business plan?
You can find everything and anything to do with our business plan, PR19 and our plans for our future by accessing Bristol Water’s business plans online.
Can I switch water companies?
Under the current legislation, household customers are not able to change their water supplier or sewerage service provider. The water or sewerage company that supplies your property will depend on where you live.
Since April 2017, non-household customers (businesses, organisations, charities and other non-domestic groups) have been able to select who supplies their water and sewerage services. More information about the non-household retail market can be found here.
In 2002, the UK government said that it would not introduce competition for household customers. It was felt that the cost and complexity of the regulation needed would outweigh any benefits. However, since the introduction of the retail market for non-household customers, that may change. Read Ofwat’s report on the residential market here.
How many customers do you have?
We supply water to 1.2 million people across 500,000 homes and businesses with water every day. Our supply area is 2,400 sq. km. and extends across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire.
What is your company number?
Our company number is 2366665
© South West Water Limited trading as Bristol Water
Registered in England No. 2366665
Registered office: Peninsula House, Rydon Lane, Exeter, EX2 7HR
VAT number 540 465 165
Find out about Bristol Water's services
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day. Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
We also offer a range of alternative payment options for those struggling to pay. Find out more about our payment plans.
Why do pipes burst in the winter?
When the ground freezes, it contracts causing the ground around our mains to move. When there are big changes in temperature – for example, when the thaw after a freeze occurs – there is a lot of movement in the ground and these movements cause cracks in the main.
Why have you closed a road?
There are several reasons why we might need to close a road and we work closely with the local Council Highways Authority to keep disruption and inconvenience to a minimum. You can check our live map for work in your area here.
What area do you supply water?
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day.
Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
How can I contact your press office?
For journalists looking to get in touch with our PR team, email the team at pressoffice@southwestwater.co.uk. Please note that these contact details are for press enquiries only and the communications team will not be able to assist you with any operational or billing queries.
Who do I contact with an urgent query?
If you have a water supply emergency, you can call us on 0345 702 3797 which is a 24-hour helpline.
Where is your head office?
Our head office is on Bridgwater Road, Bedminster Down, Bristol BS13 7AT.
Can I email you?
Yes, for billing queries or moving home the address is customer.services@bwbsl.co.uk and for water supply queries or leaks, the address is customer.services@bristolwater.co.uk
What are the opening hours of customer services?
You can call our operations customer service team with any enquiries, by calling 0345 702 3797 Monday – Friday 8am – 6pm. There is someone available 24 hours a day to answer our phone lines for emergencies.
Our Twitter and Facebook pages and livechat are also open Monday – Friday 8am to 6pm. If you would like to speak with our billing team, you can call them on Monday – Friday 8am – 6pm and Saturdays 9am – 1pm on 0345 600 3600.
How can I make a complaint?
Learn how you can make a complaint and what our complaint processes are.
We're really sorry to hear you are unhappy with our service. We aim to provide the best possible service at all times. If you have a complaint we like to give you a clear understanding of how it will be dealt with and escalated where required.
The best and fastest way to resolve your complaint is by calling us. If you want to complain about our billing services (things like metering, payment plans and moving home), call our billing team on 0345 600 3600. If you want to complain about an operational issue (like having no water, low pressure or roadworks), call our operational customer service team on 0345 702 3797.
Learn more on how you can make a complaint and how our complaint processes work.
How can I read your business plan?
You can find everything and anything to do with our business plan, PR19 and our plans for our future by accessing Bristol Water’s business plans online.
Can I switch water companies?
Under the current legislation, household customers are not able to change their water supplier or sewerage service provider. The water or sewerage company that supplies your property will depend on where you live.
Since April 2017, non-household customers (businesses, organisations, charities and other non-domestic groups) have been able to select who supplies their water and sewerage services. More information about the non-household retail market can be found here.
In 2002, the UK government said that it would not introduce competition for household customers. It was felt that the cost and complexity of the regulation needed would outweigh any benefits. However, since the introduction of the retail market for non-household customers, that may change. Read Ofwat’s report on the residential market here.
How many customers do you have?
We supply water to 1.2 million people across 500,000 homes and businesses with water every day. Our supply area is 2,400 sq. km. and extends across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire.
What is your company number?
Our company number is 2366665
© South West Water Limited trading as Bristol Water
Registered in England No. 2366665
Registered office: Peninsula House, Rydon Lane, Exeter, EX2 7HR
VAT number 540 465 165
Find out about Bristol Water's services
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day. Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
We also offer a range of alternative payment options for those struggling to pay. Find out more about our payment plans.
Why do pipes burst in the winter?
When the ground freezes, it contracts causing the ground around our mains to move. When there are big changes in temperature – for example, when the thaw after a freeze occurs – there is a lot of movement in the ground and these movements cause cracks in the main.
Why have you closed a road?
There are several reasons why we might need to close a road and we work closely with the local Council Highways Authority to keep disruption and inconvenience to a minimum. You can check our live map for work in your area here.
What area do you supply water?
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day.
Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
How can I contact your press office?
For journalists looking to get in touch with our PR team, email the team at pressoffice@southwestwater.co.uk. Please note that these contact details are for press enquiries only and the communications team will not be able to assist you with any operational or billing queries.
Who do I contact with an urgent query?
If you have a water supply emergency, you can call us on 0345 702 3797 which is a 24-hour helpline.
Where is your head office?
Our head office is on Bridgwater Road, Bedminster Down, Bristol BS13 7AT.
Can I email you?
Yes, for billing queries or moving home the address is customer.services@bwbsl.co.uk and for water supply queries or leaks, the address is customer.services@bristolwater.co.uk
What are the opening hours of customer services?
You can call our operations customer service team with any enquiries, by calling 0345 702 3797 Monday – Friday 8am – 6pm. There is someone available 24 hours a day to answer our phone lines for emergencies.
Our Twitter and Facebook pages and livechat are also open Monday – Friday 8am to 6pm. If you would like to speak with our billing team, you can call them on Monday – Friday 8am – 6pm and Saturdays 9am – 1pm on 0345 600 3600.
How can I make a complaint?
Learn how you can make a complaint and what our complaint processes are.
We're really sorry to hear you are unhappy with our service. We aim to provide the best possible service at all times. If you have a complaint we like to give you a clear understanding of how it will be dealt with and escalated where required.
The best and fastest way to resolve your complaint is by calling us. If you want to complain about our billing services (things like metering, payment plans and moving home), call our billing team on 0345 600 3600. If you want to complain about an operational issue (like having no water, low pressure or roadworks), call our operational customer service team on 0345 702 3797.
Learn more on how you can make a complaint and how our complaint processes work.
How can I read your business plan?
You can find everything and anything to do with our business plan, PR19 and our plans for our future by accessing Bristol Water’s business plans online.
Can I switch water companies?
Under the current legislation, household customers are not able to change their water supplier or sewerage service provider. The water or sewerage company that supplies your property will depend on where you live.
Since April 2017, non-household customers (businesses, organisations, charities and other non-domestic groups) have been able to select who supplies their water and sewerage services. More information about the non-household retail market can be found here.
In 2002, the UK government said that it would not introduce competition for household customers. It was felt that the cost and complexity of the regulation needed would outweigh any benefits. However, since the introduction of the retail market for non-household customers, that may change. Read Ofwat’s report on the residential market here.
How many customers do you have?
We supply water to 1.2 million people across 500,000 homes and businesses with water every day. Our supply area is 2,400 sq. km. and extends across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire.
What is your company number?
Our company number is 2366665
© South West Water Limited trading as Bristol Water
Registered in England No. 2366665
Registered office: Peninsula House, Rydon Lane, Exeter, EX2 7HR
VAT number 540 465 165
Find out about Bristol Water's services
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day. Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
We also offer a range of alternative payment options for those struggling to pay. Find out more about our payment plans.
Why do pipes burst in the winter?
When the ground freezes, it contracts causing the ground around our mains to move. When there are big changes in temperature – for example, when the thaw after a freeze occurs – there is a lot of movement in the ground and these movements cause cracks in the main.
Why have you closed a road?
There are several reasons why we might need to close a road and we work closely with the local Council Highways Authority to keep disruption and inconvenience to a minimum. You can check our live map for work in your area here.