Do Not Drink FAQs
Important: Your water is not safe to drink.
We’ve issued a Do Not Drink Notice in BS34 5 area to keep you safe. This means your tap water is not safe for consumption, and boiling will NOT make it safe. We understand this can be worrying, so we’ve answered the most common questions and updates to help you through this situation.
FAQs For Household Customers
1. What does “Do Not Drink” mean?
Your tap water is not safe for consumption, including:
- Drinking
- Cooking
- Preparing food
- Hand Washing dishes
- Cleaning teeth
- Giving to pets
The water can be used for bathing or showering and flushing toilets. Please do not drink the water under any circumstances, even after boiling.
2. Why has this notice been issued?
Your health and safety are our top priority. We’ve detected a potential risk to water quality. Tests show low levels of hydrocarbons. As a precaution, we’ve issued this notice to protect you.
3. What needs to happen before the restriction is lifted?
Throughout this process, your health and safety has been our top priority so before we can lift the restriction we need to be confident there is no risk to the water we supply.
4. How long will this last?
We’re working to resolve the issue as quickly as possible. Updates can be found at the top of this page.
5. Will an alternative water supply be provided?
Yes. We will be providing bottled water and more can be requested by calling 0345 702 3797.
6. What if I drank the water and feel unwell?
Those in the affected area who have drunk water from the tap are likely to have only been exposed to hydrocarbons at low levels which is unlikely to cause any long-term ill effects. If anyone does have any symptoms or health concerns they should speak to their GP or call NHS 111. This notice is precautionary, but your health comes first.
7. How has have you decided which homes in the area should be served with a the notice?
We identified homes based on pipework material and proximity to the potential source of the contamination.
8. Have all the affected households now been told that their water was contaminated?
Yes, all households impacted by this have received a restriction of use notice, with an accompanying information letter.
9. Can I drink water from my hot tap?
No, the restriction of use applies to both your cold water and hot water taps.
10. Can I use my water filter?
No. The types of domestic water filter commonly used will not make the water safe to use. We recommend not using your filter during this notice and replacing it once the notice is lifted.
11. Can I use water purification tablets?
No. Tablets will not make the water safe.
12. Can I boil the water to make it safe?
No. Boiling will not remove hydrocarbons.
13. Is it safe to have a bath or shower?
Yes. Bathing is safe because there’s no risk from ingestion. You can also flush toilets as normal.
14. Can I wash vegetables?
We recommend using an alternative water source for washing fruit and vegetables.
15. Can I wash dishes?
We recommend using an alternative water source for washing dishes.
16. Please confirm that the costs of these current works will not be added to customer bills?
The costs of the current works will not be added to customers’ bills.
17. Who can I contact for more help?
Call Bristol Water on 0345 702 3797.
18. How did this happen?
We are investigating the cause of the hydrocarbon contamination in the ground and investigating materials of service pipework (both our side and yours) and sampling in the area.
19. Need extra help?
If you or a neighbour has a disability or medical condition that makes collecting water difficult, sign up for Priority Services. Find out more: Priority Services
If you’re registered with us, you’ll receive bottled water. If not, please contact us to discuss your requirements. For health concerns, speak to your GP or NHS 111.
1. What does “Do Not Drink” mean?
Your tap water is not safe for consumption, including:
- Drinking
- Cooking
- Preparing food
- Hand Washing dishes
- Cleaning teeth
- Giving to pets
The water can be used for bathing or showering and flushing toilets. Please do not drink the water under any circumstances, even after boiling.
2. Why has this notice been issued?
Your health and safety are our top priority. We’ve detected a potential risk to water quality. Tests show low levels of hydrocarbons. As a precaution, we’ve issued this notice to protect you.
3. What needs to happen before the restriction is lifted?
Throughout this process, your health and safety has been our top priority so before we can lift the restriction we need to be confident there is no risk to the water we supply.
4. How long will this last?
We’re working to resolve the issue as quickly as possible. Updates can be found at the top of this page.
5. Will an alternative water supply be provided?
Yes. We will be providing bottled water and more can be requested by calling 0345 702 3797.
6. What if I drank the water and feel unwell?
Those in the affected area who have drunk water from the tap are likely to have only been exposed to hydrocarbons at low levels which is unlikely to cause any long-term ill effects. If anyone does have any symptoms or health concerns they should speak to their GP or call NHS 111. This notice is precautionary, but your health comes first.
7. How has have you decided which homes in the area should be served with a the notice?
We identified homes based on pipework material and proximity to the potential source of the contamination.
8. Have all the affected households now been told that their water was contaminated?
Yes, all households impacted by this have received a restriction of use notice, with an accompanying information letter.
9. Can I drink water from my hot tap?
No, the restriction of use applies to both your cold water and hot water taps.
10. Can I use my water filter?
No. The types of domestic water filter commonly used will not make the water safe to use. We recommend not using your filter during this notice and replacing it once the notice is lifted.
11. Can I use water purification tablets?
No. Tablets will not make the water safe.
12. Can I boil the water to make it safe?
No. Boiling will not remove hydrocarbons.
13. Is it safe to have a bath or shower?
Yes. Bathing is safe because there’s no risk from ingestion. You can also flush toilets as normal.
14. Can I wash vegetables?
We recommend using an alternative water source for washing fruit and vegetables.
15. Can I wash dishes?
We recommend using an alternative water source for washing dishes.
16. Please confirm that the costs of these current works will not be added to customer bills?
The costs of the current works will not be added to customers’ bills.
17. Who can I contact for more help?
Call Bristol Water on 0345 702 3797.
18. How did this happen?
We are investigating the cause of the hydrocarbon contamination in the ground and investigating materials of service pipework (both our side and yours) and sampling in the area.
19. Need extra help?
If you or a neighbour has a disability or medical condition that makes collecting water difficult, sign up for Priority Services. Find out more: Priority Services
If you’re registered with us, you’ll receive bottled water. If not, please contact us to discuss your requirements. For health concerns, speak to your GP or NHS 111.
1. What does “Do Not Drink” mean?
Your tap water is not safe for consumption, including:
- Drinking
- Cooking
- Preparing food
- Hand Washing dishes
- Cleaning teeth
- Giving to pets
The water can be used for bathing or showering and flushing toilets. Please do not drink the water under any circumstances, even after boiling.
2. Why has this notice been issued?
Your health and safety are our top priority. We’ve detected a potential risk to water quality. Tests show low levels of hydrocarbons. As a precaution, we’ve issued this notice to protect you.
3. What needs to happen before the restriction is lifted?
Throughout this process, your health and safety has been our top priority so before we can lift the restriction we need to be confident there is no risk to the water we supply.
4. How long will this last?
We’re working to resolve the issue as quickly as possible. Updates can be found at the top of this page.
5. Will an alternative water supply be provided?
Yes. We will be providing bottled water and more can be requested by calling 0345 702 3797.
6. What if I drank the water and feel unwell?
Those in the affected area who have drunk water from the tap are likely to have only been exposed to hydrocarbons at low levels which is unlikely to cause any long-term ill effects. If anyone does have any symptoms or health concerns they should speak to their GP or call NHS 111. This notice is precautionary, but your health comes first.
7. How has have you decided which homes in the area should be served with a the notice?
We identified homes based on pipework material and proximity to the potential source of the contamination.
8. Have all the affected households now been told that their water was contaminated?
Yes, all households impacted by this have received a restriction of use notice, with an accompanying information letter.
9. Can I drink water from my hot tap?
No, the restriction of use applies to both your cold water and hot water taps.
10. Can I use my water filter?
No. The types of domestic water filter commonly used will not make the water safe to use. We recommend not using your filter during this notice and replacing it once the notice is lifted.
11. Can I use water purification tablets?
No. Tablets will not make the water safe.
12. Can I boil the water to make it safe?
No. Boiling will not remove hydrocarbons.
13. Is it safe to have a bath or shower?
Yes. Bathing is safe because there’s no risk from ingestion. You can also flush toilets as normal.
14. Can I wash vegetables?
We recommend using an alternative water source for washing fruit and vegetables.
15. Can I wash dishes?
We recommend using an alternative water source for washing dishes.
16. Please confirm that the costs of these current works will not be added to customer bills?
The costs of the current works will not be added to customers’ bills.
17. Who can I contact for more help?
Call Bristol Water on 0345 702 3797.
18. How did this happen?
We are investigating the cause of the hydrocarbon contamination in the ground and investigating materials of service pipework (both our side and yours) and sampling in the area.
19. Need extra help?
If you or a neighbour has a disability or medical condition that makes collecting water difficult, sign up for Priority Services. Find out more: Priority Services
If you’re registered with us, you’ll receive bottled water. If not, please contact us to discuss your requirements. For health concerns, speak to your GP or NHS 111.
FAQs For Non-Household Customers
1. Should drinks vending machines be used?
No. Turn them off. When water is safe again, clean the machine and replace filters.
2. What precautions should bars/restaurants take?
- Do not use tap water for drinks or food preparation.
- Food handlers should wash hands with soap, then rinse in safe water or wear gloves.
- Do not use fizzy drink dispensers connected to tap water.
- Disconnect ice machines. Ice can be made from safe water.
3. What about food/drink producers?
Contact your Local Environmental Health Officer for specific advice.
4. What about schools, nurseries, care homes?
Follow the same advice as households: use safe water for drinking and food preparation
1. Should drinks vending machines be used?
No. Turn them off. When water is safe again, clean the machine and replace filters.
2. What precautions should bars/restaurants take?
- Do not use tap water for drinks or food preparation.
- Food handlers should wash hands with soap, then rinse in safe water or wear gloves.
- Do not use fizzy drink dispensers connected to tap water.
- Disconnect ice machines. Ice can be made from safe water.
3. What about food/drink producers?
Contact your Local Environmental Health Officer for specific advice.
4. What about schools, nurseries, care homes?
Follow the same advice as households: use safe water for drinking and food preparation
1. Should drinks vending machines be used?
No. Turn them off. When water is safe again, clean the machine and replace filters.
2. What precautions should bars/restaurants take?
- Do not use tap water for drinks or food preparation.
- Food handlers should wash hands with soap, then rinse in safe water or wear gloves.
- Do not use fizzy drink dispensers connected to tap water.
- Disconnect ice machines. Ice can be made from safe water.
3. What about food/drink producers?
Contact your Local Environmental Health Officer for specific advice.
4. What about schools, nurseries, care homes?
Follow the same advice as households: use safe water for drinking and food preparation