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Frequently asked questions

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How do I apply for a new water supply?

We’ll send you an application form and information pack in the post; we’ll call you back to arrange this. Please complete the details in our Arrange a free call back section on the right. When you’ve completed the form, we’ll contact you within 3 working days of...

Can I separate my shared supply?

Yes, if you would like to separate your supply from a shared supply you can apply for a new connection. We’ll give you a 20% discount (up to a maximum of £250) on our charges for the work that’s required to install and connect our part of the new supply pipes to the...

How much does a new water connection cost?

We’ll provide you with a quote which will be specific to your connection requirements after we’ve completed a site survey. The quote will be made up of: Connection costs (all work, materials required for us to make connection) Traffic management (depending on the...

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...

Bills

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 pay regularly by instalments?

Yes, if you’d find it easier to manage your bill my paying more regularly, we have payment plans available: If you don’t have a meter:Annual bills with payment due on 1 April each year for the year ahead. Payment plan Details Half yearly 2...

My bill is in credit, can I get a refund?

We can discuss the details with you by calling you back. Please complete the details in our Arrange a free call back section on the right. If you’ve moved or closed your account, we’ll try to give you a refund by direct credit in to your bank or by cheque if you’ve...

Leaks

What do I do if I have a leak on my shared supply pipe?

If the leak is occurring on a section of pipe that one person only is responsible for, they will need to arrange for its repair. If it’s not clear where the leak is, or it’s a section of pipe supplying a number of properties, it is the joint responsibility of the owners...

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...

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...

Environment

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.

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.

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