Our vision means we aim to be amongst the best in the water industry. To achieve this we will live our values.
Passionate about our water and the health benefits it brings
Pure water is vital to life; we are tireless in making it safe and pleasant to drink. We value water, we hate to see it wasted, and we always promote it.
Champions of the environment
We care about people's health and the environment so we will treat waste water responsibly and safely. We are leaders in sustainability.
Responsive, flexible, professional and innovative
We work creatively and flexibly to get the best value for money. We nurture talent and work as a team to deliver what we promise and get it right first time
We treat everyone with courtesy and respect. We communicate openly, we involve people in decisions that affect them, and we respect other people's point of view.
How can we help
Use the FAQ search to quickly find what you are looking for
Why has the water cover been marked with paint?
We use blue paint to either mark a location of a stop tap or meter when we’re planning maintenance work or when we know there’s a fault that needs resolving. Other utilities also use a different colour paint to mark locations of their apparatus for the same reasons.
What do I do if I have been flooded by sewage?
Step 1: Call us on 0344 346 2020 – 24 hours a day, 7 days a weekStep 2: Call your insurance company if your home is flooded internallyStep 3: We’ll help you clean up and aim to start work within 4 hoursStep 4: We’ll investigate and provide you with a contact to talk...
My bill is in credit, can I get a refund?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or...
How do I get a new water main?
You can apply for a new water main if it will serve 2 or more properties which haven’t previously connected to our network (directly or indirectly) We will ask you (and any other applicants) to pay any difference between our costs in providing the water main and the...
Do you have any job vacancies?
Please see our Careers page for current vacancies, student placements, graduate development programme and apprenticeships.
What area do you serve?
We provide water and sewerage services to Devon, Cornwall and small parts of Dorset and Somerset. Our region is nearly 4,300 square miles (11,137 square kilometres) in size. There are 1.6 million residents and around 5 million visitors a year. We provide clean water to...
What is your code of practice?
Our Codes of Practice set out our legal obligations and responsibilities together with your rights and responsibilities as our customer. They are approved by the industry regulator Ofwat. They include information on the services that we provide, how we calculate water...
Where is your Head Office?
We’re based in Exeter. Our address is: South West Water Limited, Peninsula House, Rydon Lane, Exeter, Devon EX2 7HR View Larger Map | Get Directions | View Bird's Eye
Why do I have high pressure?
If you’ve noticed intermittent high pressureThere may be planned maintenance work in your area that’s causing a sudden surge of pressure or flow. Sometimes air can get trapped in your pipes, causing the increase in pressure which can be resolved by running your taps for...
Why do I have low pressure?
If you’ve noticed sudden low pressure:There could be a few reasons for this, a burst main for example that is causing a sudden dip in your pressure or flow. You will need to carry out a few checks: Check if the low pressure is only affecting your hot water, this would...
How hard is my water?
Most of our area is sourced from moorland rivers and reservoirs and is classed as soft or moderately soft. In East Devon the water comes from deep underground boreholes and this water is classed as slightly or moderately hard. You can read more about Water...
What standards apply to water pressure?
We have a statutory requirement to supply water by gravity continuously for domestic purposes at a pressure that will; ‘reach the top of the top-most storey of every building’ (Water Industry Act 1991 Section 65) We also have service standards which are agreed with...
How can I dispose of fat, oil or grease?
The best way to get rid of fat or food without pouring it down the sink is to dry wipe plates and pans with kitchen roll before washing them and dispose of it in the bin. Leftover cooking fat should be emptied into a container (such as a fat trap) for it to cool and...
What are you doing to prevent sewer flooding?
We know that being affected by sewer flooding is unpleasant and upsetting so we’re working hard to prevent it from happening. We regularly clean our sewers especially those we know are prone to blockages and encourage you to only flush the 3 p’s – pee, paper and poo. We...
How can I stop sewer flooding?
You can help to stop our sewers from blocking and flooding by following our guide below: Only flush the 3 P’s pee, paper and poo Bag and bin baby wipes, cotton buds, sanitary products, nappies and similar materials Do not pour grease or cooking fat down the sink – the...
Is it too late to adopt my private pumping station?
No, if you believe youhave a private pumping station that we have not yet assessed or adopted, complete the form so that we can confirm if the site qualifies for transfer of ownership. The pumping station transfer of ownership happened on 1 October 2016 and included...
Can I swim in your reservoirs?
No, swimming isn’t allowed in any of our reservoirs. There are however many recreational activities including wakeboarding, sailing and windsurfing available through South West Lakes Trust.
Are there any hosepipe bans this year?
No. The last water restriction in our region was in 1996. More information is available on our water resources.
How much water does an average person use?
The national average annual usage figures have been taken from The Consumer Council for Water and are listed below: Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving...
How do I arrange for my private or business water supply to be tested?
If you are a household customer and are concerned about your water supply, please contact our Services Helpline on 0344 346 2020. If you have a private water supply e.g a borehole or well, or you are a business, you can arrange to supply us with a sample so that we can...
What kind of laboratory tests and services do you carry out?
Our laboratory carries out a wide range of chemical and microbiological tests. We analyse environmental and recreational samples to support business’ meet their regulatory and public health requirements. If you’d like to make an analytical enquiry you can use our online...
Can you test our trade effluent?
Yes. Our laboratory offers an independent analytical service for trade effluents. If you’d like to make an analytical enquiry you can use our online form
What public health and environment services do you provide?
Our Laboratory analyses environmental and recreational samples to support businesses in meeting regulatory and public health requirements.