COVID-19 customer update

Last updated: 5th January 2021


Please note: This page will change based on the latest updates from the Government. Please refer to the ‘last updated’ box above.

National lockdown.

As we are in a National Lockdown we are reducing a number of our non-urgent services, please contact us on our normal channels for advice on your enquiry.


As we enter tiers 2 and 3 (Wednesday 2 December) there will be some changes to the services we offer.

As key workers, you will always see us out and about, in or out of a lockdown. However, as we enter tiers 2 and 3 from 2 December, we will be entering homes making sure we keep our social distance, you might also be asked a couple of questions about your situation when you book an appointment to make sure it’s safe for yourself, and us to enter your home.


Our phone lines remain open as usual and we’re still here to help you. If in doubt, just give us a call. Below is a list of common FAQs which explain how our services have changed and common questions around our approach to COVID-19:

I have no water or loss of pressure. What should I do?

Call us as usual on: 0345 702 3797. Make sure to check In Your Area to see if we’re working in your area and aware of the issue. Our approach will depend on the severity of the issue, we may talk you through some steps on the phone or be able to investigate from the boundaries of your property.

Will you still enter my home as usual?

As of 2 December we will be entering homes as usual, however we will be socially distancing and will need to take a few details from you before we’re able to come inside. We will not be entering your home if you are self-isolating but will make exceptions for emergencies. Please note that for non-urgent jobs there is a bit of a waiting list at the moment while we work our way through the jobs that were raised throughout the lockdown when we weren’t entering homes.


I am on a water meter. My bill is higher than normal. Will it have changed much over lockdown?

There are various reasons why your bill might be higher during lockdown. If you or your family have been home more regularly during COVID-19, including things like homeworking, not going on holidays and more water use in the garden, this could impact your water bill. Refer to our why is my bill so high page.

For example, some loos use as such as 14 litres of water per flush. For ideas on how to save water during lockdown, visit our water saving page.

If you’re concerned you might have a leak, please read the following question.

My bill is higher than usual. What if I have a leak?

Refer to our why is my bill so high page. There are a number of steps you can take to investigate if you have a leak in your home. This includes shutting your stop tap, checking for leaks in the water tanks in the loft, and checking for a leak in your loo.

If you still contact us as usual and we would be most happy to talk through what you can do on the phone. If you discover a leak in your property, you will need to call a plumber (leaks in the boundary of your home are your responsibility to fix as they’re a part of your property.)


I’ve been affected by COVID-19 and am struggling to pay my bill. What should I do?

It’s a difficult time and we’re here to help. We have a number of schemes to support you as you get back on your feet.

The support we can offer will be tailored to your situation. This might include payment breaks or paying in smaller increments, for example. The best thing to do is to call our billing team on: 0345 600 3600

You can find out about what schemes we offer here.


I am an NHS frontline worker. Am I entitled to a rebate for my work uniform?

If you’re an NHS frontline worker and are required to launder your own uniform, you can now apply for a £50 rebate on your next water bill. Visit our NHS rebate page here to find out more or apply online.

We’re closely following government health advice and responding accordingly to the situation. We have regular meetings with the Local Resilience Forum to ensure we have the latest information on the Coronavirus to act accordingly. Our front line staff are on the Government’s ‘key worker’ list and so we’re attending all appointments at this stage. We’re following advice around face coverings and social distancing and everything will be done to ensure your safety and the safety of our staff.


Additional FAQs

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.


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: or call 0345 600 3600 to sign-up.


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

Our staff members are following the government advice around coronavirus, including frequent handwashing, social distancing, 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.