Copyright
Feel free to use the information published on this website. You don't have to ask formal permission from South West Water or pay a fee.
But if you do use any of our material then please:
- Reproduce it accurately
- Do not use it in a misleading context
- Acknowledge that it comes from South West Water
However, for images we do ask that ....
- The only images you download from our site are those contained in our picture bank or where it is otherwise specifically stated it is ok to do so.
- And please do not use any images displayed elsewhere on the site as these are copyright protected.
If however you are unsure what you can and can't use then please contact us.
How can we help?
Use the FAQ search to quickly find what you are looking for...
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How can I contact you?
You'll find all of our contact information here, which includes our most frequently asked questions, arrange a free call back form and our telephone numbers.
Where is your Head Office?
We’re based in Exeter. Our address is: South West Water Limited, Peninsula House, Rydon Lane, Exeter, Devon EX2 7HR View Larger Map | Get Directions | View Bird's Eye
How hard is my water?
Most of our area is sourced from moorland rivers and reservoirs and is classed as soft or moderately soft. In East Devon the water comes from deep underground boreholes and this water is classed as slightly or moderately hard. You can read more about Water...
Why do I need permission to build over or close to a public sewer?
We need to approve your proposal of works (even if you have already had planning permission granted) as your building could cause damage or prevent access to the sewer. Some conservatories and minor works don’t always need planning and/or building regulation approval,...
Moving home
What do I need to do about my meter when I move?
On the day that you move, please take a meter reading and let us know online either at My Account, on our move form or we’ll call you back to take the details. Please complete the details in our Arrange a free call back section on the right. If it’s difficult to read...
What do I need to do when I move house?
Let us know you’re moving online or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on this page. Metered propertiesIf you’re moving from or into a home with a meter, we’ll need the readings from all the meters on...
How can I let you know if a tenant is moving?
If you’re a landlord renting out a property, you can let us know who is responsible for charges at your property by using the national web portal Landlord TAP. You can use this portal to quickly and easily inform us of: Properties you own or manage Changes of tenancy...
Billing
What will the charges be at a house that I’m moving to?
Your Estate or Property Agent should be able to provide you with more details. If the property has a water meter, you'll be charged for the amount of water you use in cubic metres. If not, the charge is based and calculated on the Rateable Value of the property. If...
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.If you can’t find your bill, we can call you back. Please complete the details in our Arrange a free call back section on this page. If you've already registered for My Account and...
Can I get a discount on water that doesn’t drain to the sewer?
Yes, if you are being charged for sewerage that includes surface water drainage and you believe that your surface water doesn’t enter a public sewer, complete our form to apply for a reduction. If you use a large amount of water outside of your home, you may want to...
Why are bills so high in the South West?
In the South West we enjoy miles of open countryside and coastline – and this has an impact on our water and wastewater bills. For example, the cost of the many thousands of miles of pipes we need to get drinking water to everyone in our area, and to take wastewater...
Meters
Where is my meter located?
Generally we install meters outside of your home in the footpath or front garden. It will sit within a chamber under a small square or rectangular cover and will usually be labelled with ‘meter’ or ‘water’. You may need to use a tool to scoop out any soil or rain...
How do I read my meter?
Your meter will look similar to the meters in the pictures below; How to read your meter If you have an outside meter, lift the chamber lid using a screwdriver or similar tool. You may need to use a tool to scoop out any soil or rain water that has built up...
How long will it take to install a meter?
We’ll install the meter within 3 months of receiving your meter application. If there is a delay on the installation, we’ll use readings taken after the meter is installed to back-date charges to the date it should have been installed. Sometimes it’s possible to fit the...
Can I go back to unmetered charges if I’ve switched to a meter?
If you don’t think that switching to a meter was of any benefit, you have 2 years from when the meter was installed to go back to unmetered charges. For more information on this and exceptions, please see our Code of Practice on Charges, Bills and Water Meters. If you...
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...
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 (like...
Saving water
How much water does an average person use?
The national average annual usage figures have been taken from The Consumer Council for Water and are listed below: Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving...
How do I order a water butt?
You can order a water butt from the specialist savewatersavemoney. By installing a water butt directly to your gutter downpipe, you will collect rainwater from the roof and can then use it for watering plants, topping up a pond or washing your car. On average every year...