We’re sorry you've felt the need to complain.
We aim to always provide you with the highest possible service by treating you courteously, fairly, efficiently and making your contact with us as simple as possible. However, sometimes problems do occur and when they do, we want to know so that we can put them right.
To put things right as soon as possible we’d really like to talk to you about what’s gone wrong. One of our experienced, dedicated Customer Managers can call you to understand what’s happened. They will take the details, provide you with their direct telephone number and fully investigate so that they can resolve the issue.
Our Complaints and Compliments leaflet explains how we handle complaints. You can let us know of your issue using whichever contact method you prefer and we’ll make sure things are put right.
If you decide to write to us, you will be contacted by a dedicated Customer Manager who will acknowledge your complaint, provide you with their direct telephone number and investigate your concerns. They will reply to you within ten working days.
Get in touch
Billing Enquiries - 0344 346 1010*
Operational helpline - 0344 346 2020* (24 hr)
Bogus caller helpline - 0344 346 2020* (24 hr)
Debit card payment - 0800 230 0750
Direct Debit set up - 0800 083 2365
Debt helpline - 0800 083 0283
Debt helpline opening hours are:
Meter installation - 0800 083 4301
Meter estimate rebilling - 0800 083 4247
Report a leak - 0800 230 0561 (24 hr)
New Connections helpline - 0800 083 1821
Opening hours are Mon-Fri 9am - 5pm
Minicom - 0800 169 9965
Contact us via Text Relay – dial 18001 before the helpline numbers
Opening hours are:
Mon-Fri 8am-6pm & Saturdays 9am-1pm
*03 numbers are charged at standard rates and will be included in any free minutes in a mobile or landline phone contract.
Frequently asked questions
Why do I have no water?
Our In your area site will tell you if there’s any work, that we are aware of, that could be causing no water.
There could be a few reasons for having no water:
- Emergency work on a burst main
- Planned work where we’ve notified you in advance
- An airlock in your system following work
- An issue with your internal plumbing
- Neighbours carrying out work on a joint supply
If you can't find anything on our In your area site, you may want to check with neighbours to confirm if it is just your supply affected. If the issue is affecting your neighbours, it may be that we’re not aware of a problem on our main supply. Please call our Services Helpline on 0344 346 2020 to report this.
To check for airlocks, turn your internal stop tap on and off 3 times to release any air whilst the cold kitchen tap is open. You should also check that your external stop tap is open if it is safe to do so.
For issues with internal plumbing there is a list of approved plumbers at WaterSafe.
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 and sewerage charges and explain our complaints procedure.
Our Customer Promise explains what to expect from us and what we will do, should we fail to meet the required standards.
What are your current charges?
From 1st April 2020 our charges for household customers are here.
For non-household customers charges are here.
The charging year runs from 1 April to 31 March.
What is a cubic metre?
A cubic metre equals 1000 litres of water.
If you’re on a meter, the variable charge from 1st April 2020 for 1 cubic metre is:
- For water - £1.9101
- For sewerage including surface water drainage – £3.3364
- For sewerage excluding surface water drainage - £2.8364
How can I save money on my bills?
If you’re not on a meter
Switching to a meter may help reduce your bill. On average our customers save up to £400 a year by switching.
You can use our online calculator to estimate what your metered bill would be and if you choose to have a meter installed, you have 2 years to revert back to unmetered bills if you change your mind.