- Building & development
- Our services
- Water supply & connections
- Getting a water supply
What type of water connection are you applying for?
New water main
If your building a multiple-property household development that will have new road access, you will probably need a new water main.
Likewise, if you're building a non-household property with a new road access, you will also need a new water main.
You have the option of getting this main, and the services to each property, laid by an accredited self-lay provider or by ourselves.
New connection on existing main
If you need a new connection to a single new property, or in cases where it's only a small number of connections needed, then you can probably connect to an exisiting water main.
Similarly, if you are requiring a new connection in an existing building, you'll be connecting to an existing water main.
New, or replacement, water connections to existing mains must be through us.
There are 6 steps in applying for a new connection.
More details are available in our 'Guide to obtaining new or replacement water connections'.
- Complete our online application and water regulations form - When we’ve received your completed application forms, we’ll contact you to arrange a site survey.
As an alternative to the online application you may complete a pdf version of our application form. - Site survey - We’ll visit the site to discuss the specific details with you and let you know of any traffic management requirements.
- Quote - Our quote will include any costs associated with the new connection and we’ll aim to send this within 28 days of receiving your materially complete application form.
- Payment - After you’ve accepted our quote, you can make an online payment by card or alternatively you can read our 'how to pay' guide for further payment options.
When the payment has cleared, you’ll need to contact us to discuss the next steps. - Pre connection requirements - All of the requirements are detailed within our guide and will need to be completed before we can arrange a connection date.
- Arranging connection - When you’ve met our requirements for connection, you’ll need to contact us when you are ready for a connection date.
Payment must be received in advance of any work.
The quickest and most convenient method is to make an online payment by card.
Alternatively you can read our 'how to pay' guide for further payment options.
Please note - payment alone does not automatically trigger the planning of a connection.
You must notify us when you are ready to progress the connection.
Please ensure your pipework has been laid and inspected and all other pre-connection conditions met before you request your connection.
- A new property or small number of properties are built
- An existing property needs to be connected to our network for the first time
- An existing property is demolished and new property or properties are being built
- An existing property is on a shared supply and requires separation
- An existing property is divided into multiple properties such as flats
- An increase in water usage that requires a larger sized water connection
- An existing water service pipe is relocated
- A building water or temporary supply is required
- A supply is needed for agricultural purposes such as a trough
Information on our Developer Services Charging Arrangements can be found here.
Click here for more information regarding Infrastructure Charges.
If you’re installing, using or are responsible for maintaining a plumbing system you need to comply with the Water Supply (Water Fittings) Regulations 1999 which set out the requirements.
The Water Regulations apply to any plumbing installation that is connected (directly or indirectly) to the mains water supply or intends to have or use one. They are in place to help prevent waste, misuse, undue consumption, erroneous measurement (anything that causes an inaccurate meter reading), prevent contamination and ensure that the water we supply stays safe.
It’s our responsibility to enforce the requirements and check plumbing installations for compliance. You’ll need to let us know by email or in writing of your intention to work on the plumbing system so that we can carry out a compliance inspection.
Water Regs UK (WRUK) is an advisory body that is funded by the water industry to provide advice and guidance on the requirements of the water fittings regulations. WRUK also oversees the water industry approved contractor schemes (plumbers, ground-workers and various installer sectors) and WaterSafe where you can find an approved contractor.
Our policies and other useful information
Water Regulations Team contact details:
01392 443322
Water Regulations, Peninsula House, Rydon Lane, Exeter EX2 7HR
If you’re installing or designing a fire sprinkler system, you’ll need to know about the water pressure in our pipe network and the associated responsibilities.
Water Pressure
We’ll provide a minimum of 7 metres static head, which meets with the requirements of the Water Industry Act 1991, (We can’t guarantee pressure above 7 metres static head) which is the standard for domestic use.
You’ll need to keep in mind the following points:
- Water pressure will vary depending on the season and time of day
- Water supplies may be interrupted for planned (normally with notice) or emergency maintenance (often without notice)
- We may alter the pressure in the network to meet with demands (but we’ll always maintain the minimum)
Responsibilities
Fire sprinkler Designer/Installer
The designer/installer should install the system in accordance with the appropriate British/European standard and comply with the Water Supply (Water Fittings) Regulations 1999. There should be no connections from the dedicated fire fighting supply for domestic purposes.
If you choose to install a sprinkler system directly from the mains water supply and we alter the pressure, we are not liable for any failure of the fire sprinkler installation or for the consequences of not installing a storage based system.
Building owner
- Consult with the designer/installer and specify the required internal diameter of service pipe connection before requesting any new water connection.
- Ensure that any claims that are made in respect of liability for the operation or failure of the system are cleared and resolved.
- Maintain the associated check/isolation valves and ensure that the fire system is serviced as detailed in the manufacturers’ recommendations
- Ensure that the pipework used for fire fighting fittings purposes is solely used for this only and does not have any connections to other fittings.
- Cover us against any loss of revenue associated with water usage not in connection with fire fighting fittings or testing.
- If a water meter is not installed on a fire fighting dedicated supply and the owner has used water for non fire fighting activities, the owner will pay for a water meter and pay charges for the usage. It’s an offence to use water in this way and legal proceedings will be instigated.
Our full Fire Sprinkler policy is available here.
Levels of Service
Our minimum standard for delivery will be in accordance with the Water UK Levels of Service.
|
Metric |
Target Timescale (days) |
|
Pre-development enquiry – reports issued |
21 |
Redress - Adoption of clean water assets
Although we pride ourselves on the service we provide to our SLP customers, on occasion we may fall short.
For further information on these standards and to see our performance please click here.
Metric |
Target Timescale (days) |
Form of Redress |
| Self-lay point of connection -written acknowledgements issued within a period of 5 days commencing on the day after receipt confirming either that the application is completed or if not , requesting the missing information. | 5 | Contact from the Developer Services team to agree next steps |
| Self-lay Point of Connection reports <500 plots etc. - reports issued. Report to be issued within 21 days commencing on either (i) on the day after receipt of a full application or (ii) the day after the required information has been provided . An application is full when all the required information and any required payment have been received . A Pock enquiry includes any necessary modelling work. | 21 | Refund of that element of the application fee up to a maximum of £120 |
| Self-lay Point of connection reports >500 plots etc. - reports issued .Report to be issued within 28 days commencing on either (i) on the day after receipt of a full application or (ii) the day after the required information has been provided. An application is full when all the required information and any required payment have been received A PoC enquiry includes any necessary modelling work. | 28 | Refund of that element of the application fee up to a maximum of £120 |
| Self-lay design approval and terms request application - written acknowledgements . Issued within a period of 5 days commencing on the after receipt confirming either that the application is complete or if not ,requesting the missing information. | 5 | Contact from the Developer Services team to agree next steps |
| Self-lay and terms requesting <500 plots etc. quotations. Written terms to be issued within a period of 14 days commencing on the day after receipt of as full application. An application is full when all the required information has been received. Terms include the design approval ,the amount of the asset payment and any amount to be paid by the SLP or Developer . A self-lay Adoption Agreement is to be issued with the terms. Rejections should fully document the reason for the rejection. | 14 | Refund of that element of the application fee up to a maximum of £180 |
| Self-lay and terms requesting >500 plots etc. quotations. written terms to be issued within a period of 14 days commencing on the day after receipt of a full application. An application is full when all the required information has been received. Terms include the design approval ,the amount of the asset payment and any amount to be paid by the SLP or Developer . A self-lay Adoption Agreement is to be issued with the terms. Rejections should fully document the reason for the rejection. | 28 | Refund of that element of the application fee up to a maximum of £180 |
| Self-lay signed agreement - acknowledgements. Issued within a period of days commencing on the day after receipt of the signed agreement | 5 | Contact from the Developer Services team to agree next steps |
| Self-lay water for pressure/bacteriological testing - provided. Provide a source of supply for pressure and bacteriological testing within (i) 28 days commencing on the day after receipt of a written request or 9ii0 such longer period as may be agreed with the SLP where there are engineering difficulties /requirements for off-site reinforcement/Schedule 13 WIA 1991 constraints or where the SLP requests an extended period. | 28 | £100 for each week up to a £2000 limit |
| Self-lay permanent water supply - provided. Provide a permanent supply connection within 14 days commencing on the day following notification in writing of satisfactory pressure and bacteriological testing of the self-lay mains. | 14 | £100 for each week up to a £2000 limit |
| Self-lay vesting certificates - issued . Issue vesting certificate and all information for Asset Payments claim (including on part constructed work) within 7 days commencing on the day following notification that the section of main has been connected. | 7 | Refund of that element of the application fee up to a maximum of £90 |
| Self-lay Asset Payments - issued. Make Asset Payment due on all sections of connected mains within 35 days commencing on the day following receipt of a valid invoice claim by the SLP. | 35 | £100 (one off payment) |
| Self-lay plot references and costing details. Issue plot reference information and costing details within 14 days commencing on the day following written notification of (service) connections call-off by the SLP. Costing details to specify all charges payable on each service connection, including infrastructure charges and the cost associated with the provision of meters and any fittings procured from the water company. | 14 | Refund of that element of the application fee up to a maximum of £11 |
When financial redress is applicable, payments will be sent back to customer who paid for the service within 60 days of the Levels of Service being published on Water UK’s website.
The redress scheme is a temporary arrangement, in line with the requirements of Ofwat's Code for Adoption Agreements. We are working with Water UK and all other companies to determine appropriate and consistent redress arrangements across the sector.
We will update our website on completion of this work.
Redress - Adoption of waste water assets
Although we pride ourselves on the service we provide to our SLP customers, on occasion we may fall short.
Metric |
Target Timescale (days) |
Form of Redress |
| Report on the number of written acknowledgements within target | 14 | Contact from the Developer Services team to agree next steps |
| Technical vetting - number of applications responded to in the period | 28 (note S5.1 is including in this timescale) | Contact from the Developer Services team to agree next steps |
| Technical vetting - number of applications responded to in the period extended by agreement | as agreed | Contact from the Developer Services team to agree next steps |
| Legal agreements sent within period of target. | 14 | Contact from the Developer Services team to agree next steps |
The redress scheme is a temporary arrangement, in line with the requirements of Ofwat's Code for Adoption Agreements. We are working with Water UK and all other companies to determine appropriate and consistent redress arrangements across the sector.
We will update our website on completion of this work.
Requisitioning Public Water Mains
If you’re developing a new site and require a new public water main to serve 2 or more properties, please click here.
Self Lay of Public Water Mains
As an alternative to having new mains and service connections installed by us, developers can arrange for the work to be carried out by qualified contractors. This process is known as Self Lay. Please click here for further information.
Self lay
Employ your own Self Lay Provider to install new water mains to a site and/or connect services to each property. If you require new or replacement water connections to an existing public water main, follow this guide.
Further information that you might find helpful
Isles of Scilly
On 1 April 2020, we became the appointed water and wastewater company for the Isles of Scilly. This means that we are responsible for existing water and wastewater infrastructure on the islands.
