What do I do if I have a leak inside my house?

You can watch our video to find out where the leak is. If you’ve confirmed a leak inside your house by carrying out a leak check on the meter or can hear or see running water, you’ll need to speak to a plumber to check your internal pipework or fittings. Approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme (WIAPS) If you have insurance that covers this...

How do I report a leak on my supply pipe?

You can complete our online leak form or call our Services Helpline 0344 346 2020 It will be your responsibility to repair it and approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme [WIAPS]. We’ll send you an information pack which will include help and advice on how to resolve your leak and the relevant claim forms if you qualify for a contribution or...

How do I know if I have a leak?

If you’re on a meterYou may have received a bill that shows a larger amount of usage than normal which may indicate a leak on your supply pipe. Watch our guide or follow our steps below to find out how to check for a leak. Step 1 – Make sure all your appliances and taps are switched offStep 2 – Turn off the internal stop tap (usually under your kitchen sink)Step 3 – Read all of the dials on your...

Why has my metered bill increased, but I’m not using any more water?

Your bills are based on your water usage, so the reason for your bill increasing may be due to: More water being used than expected – guests staying, watering the garden, decorating Payment plan changes Previous bills were estimated meter reads that were under-estimated A possible water leak on your underground supply pipe Faulty plumbing , dripping taps or overflow New appliances that use more...

Can I change my payment plan?

We’ll need to talk to you about your payment plan and the options available. We can arrange a call back to do this. Please complete the details in our Arrange a free call back section on the right.

Can I view a copy of my bill?

Yes, you can view your bill online at MyAccount. If you need a paper copy, we’ll call you back to arrange to send this within the next week. Please complete the details in our Arrange a free call back section on the right.

Why has my payment plan increased?

The main reasons why your payment plan has increased are: You might have higher consumption over the last 12 months There’s an outstanding amount on your bill You may have previously been in credit which has now decreased There may have been a delay in the date of your bill and start of your payment plan If this hasn’t explained the increase, we can call you back to discuss it in more...

How is my bill calculated?

Your bill is made up of a variable charge and a fixed charge. Fixed charge This covers our costs for supplying water and taking away and treating used water. You’ll find our latest charges document here. Variable charge If you are on a meterThe variable charge is based on the amount of water you use in cubic metres. The sewerage charge has a 5% allowance for the water that doesn’t go back into our...