Problems with your water

Every day, our teams work to ensure your water is not only clean, but looks and tastes great. Sometimes, things can go wrong. Likely reasons are covered here.

Issues that may affect your water quality

Landlords and any businesses reopening in the coming weeks


As a result of closure or part closure of many buildings during the coronavirus lockdown, drinking water systems may have been subject to stagnation due to low turnover of mains water or water in storage. This can adversely affect the quality of the drinking water. We’re asking landlords, managers and anyone returning to reopen a business which has been closed to run a good amount of water through each of the taps and appliances before anyone uses them to ensure the water is fresh and ready to drink. Water UK has detailed instructions on their website should you want to read about this in depth.



When we carry out essential maintenance, or repairs to pipes in your area, this can cause sediment within those pipes to become disturbed, leading to issues with the quality of your water.

In instances where this could happen, we always take great care to minimise the impact on the quality of the water we supply to you, but occasionally this may cause temporary problems, such as cloudy water, or water that doesn't look or taste quite as it should.

Some of the more likely issues you may experience - and what to do about them - are detailed below.


Work in your area that may impact on water quality

When we make repairs, we take care to minimise the impact on the quality of the water supply, however, sometimes the work may have a temporary impact on the quality of your water.

Check the water quality in your area

We're often asked...

    If you have an unmetered bill and a monthly payment arrangement in place, your annual bill is split over 10 monthly installments: May to February. We do not take payments in March and April because during these months we generate bills for the forthcoming financial year.

    If you have a metered bill and pay by a monthly budget arrangement we can take a payment each month of the year. We will automatically review your payments annually.

    To set up a Direct Debit please click here

    Charging for water services is a complex matter, involving both the law (primarily the 1991 Water Industry Act) and our economic regulator, the Water Services Regulation Authority, which is referred to as Ofwat.

    Your supply is either unmetered or metered, and this normally determines the way we charge for your water supply.

    Unmetered – we normally use the rateable value (RV) of your property and calculate the cost for the year in advance

    Metered – we normally read the meter twice a year and you pay for the water you actually use

    Click here for more detail

    If you feel you are struggling to pay your bills, or you feel like you need extra help then please visit our Priority Services page where you can sign up or find out more.

    There is no cost to close your account. Depending on the status of your account and any payment arrangement you may have, there could be a final balance to pay. If you're moving and need to tell us about your change of address, please complete this online form. Alternatively contact us on 0345 600 3600

    Your bill is due and payable on issue. To pay this online please click here

    If you have subscribed to online billing, you will receive an email advising you when you have a new bill. If you are facing problems paying or wish to discuss a payment arrangement to spread the cost, please contact us.

    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, to find out more click here

    Your property's rateable value is shown on the front page of your unmetered bill. If you have not yet moved into a property and would like to find out the rateable value, please contact us on 0345 600 3600

    Didn't get the answer to your query?
    Visit our help & support centre

    Still having a problem with your water...
    Report a problem

    If you're having a problem with the quality of your water, contact us so we can help to identify cause.

    Find an approved plumber

    We can help you find an approved plumber, who will help you diagnose the cause of your problem.