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Frequently asked questions
Popular
Where is the external stop tap?
The external stop tap (which is our responsibility) will usually be installed at the boundary of your property in the pavement. If you’re on a water meter the stop tap may be installed inside the meter chamber. To turn off your water supply in an emergency, if you have...
What are Rateable Value charges?
Rateable Value is a fixed rate tariff used to calculate unmetered charges. It’s based on the council rates of your property (not your council tax band) and was assessed before 1990 by the Valuation Office of the Inland Revenue. A number of factors were taken into...
Why has the water cover been marked with paint?
We use blue paint to either mark a location of a stop tap or meter when we’re planning maintenance work or when we know there’s a fault that needs resolving. Other utilities also use a different colour paint to mark locations of their apparatus for the same reasons.
My water is discoloured, what do I do?
To clear discoloured water, run the cold tap that is fed directly from the mains (usually your cold kitchen tap) for up to an hour, checking it every 10 minutes to see if it has cleared. If you are a household customer on a water meter, we can credit your account with...
Bills
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 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?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or...
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. You can report a leak using our online form or call our leak reporting line on 0800 230 0561. There's information here about leaks on shared...
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.
Water meters
A customer guide on how to find and read your meter
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How to check for a leak
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How to check for a leak if you do not have a water meter
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How to locate your internal stop tap
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Rain stops play? How wet weather can affect our waters
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Upstream Thinking - Looking after land to protect our rivers and how it affects you
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The challenges of managing water, a precious resource
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The Value of Tap Water
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Pynes Water Treatment Works Walk Through
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