How can we help?
Use the FAQ search to quickly find what you are looking for...
Can I build over a water main?
No, you are not permitted to build within 3 metres of a public water main as we must have unrestricted access to repair, maintain or renew our main when required. There are further details of an alternative process (water main diversion) within our Guidance notes.
How do I change or remove a name on my bill?
We can call you back to discuss changes because; You’ve got married You've legally changed your name You are adding or removing a person to your bill account You are advising us of a correction to a billing address. Please complete the details in our Arrange a free...
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.
Why is my water white or cloudy?
It’s caused by air becoming trapped in the pipes, usually when repair work has been carried out. This is known as aerated water and it’s safe to continue drinking. A glass of aerated water will clear from the bottom upwards in about 30 seconds. Aerated water will...
Can I change my payment plan?
The easiest way to change your payment plan is to talk to us so that we can advise you of the range of options available and make sure you're on the most suitable payment plan. We can arrange a call back to do this. Please complete the details in our Arrange a free call...
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...
How is my metered bill calculated?
Your bill is made up of a fixed charge and a variable charge. Fixed charge - This covers our costs for supplying water and taking away and treating used water. Volume charge - This is based on the amount of water you use in cubic metres. 5% allowance is given for the...