Priority support during supply interruptions
If we are going to interrupt your water supply for planned works we can:
- telephone or visit you to discuss any help you need and advise you how to manage whilst work is being carried out
- write to you to advise you of the interruption
In the event of an emergency interruption to the supply, for example a burst water main, our priority is to restore the supply to all customers as soon as possible. If your health, or someone in your house, would be put at risk by the supply interruption we will provide you with an alternative supply.
Reading your meter
You can ask us to read your meter up to an extra four times a year if you can’t easily read it yourself, for example due to limited physical movement, problems with your eyesight, or a condition such as dyslexia.
Relocating your meter
We’ll provide advice if you need to have your meter relocated. If you ask us to move your meter to help you read it more easily, we’ll consider doing this for free.
Investigating unexplained water usage
We’ll make an appointment to visit you to investigate the cause of possible high levels of water usage recorded on your meter.
Communicating with you
If you have difficulty communicating, or you find it hard to understand your bill, we can send your bill in large print, Braille or read and explain this to you over the telephone.
You may prefer us to send your bills to a nominated person, for example, a carer, relative or friend, provided they agree. We’ll also send you a copy of your bill as you’ll still be responsible for the charges.
If you have hearing or speech difficulties, you may want to use Text Relay or minicom when contacting us.
A selection of leaflets are also available on request in alternative formats, such as large print, audio CD or Daisy CD formats.
It’s important that you only open the door to people that you know or to someone who’s made an appointment to see you by telephone or letter.
If you think a bogus caller may have called at your door, you should report it to the police giving them as much detail about the person as you can remember.
When we agree the date and time of a visit with you, you can ask for a password of your choice for our representative to use when they visit. Passwords can be either verbal or written, and can be updated at any time. We can also send you a reminder of your password before we visit.
IF IN DOUBT, KEEP THEM OUT!
Tariffs to help you if you have a meter and use a lot of water
We could offer help if you have a water meter or pay the multi-occupancy assessed charge and face particular difficulties paying your bill because you have to use a lot of water for essential purposes or have a low income. If this applies to you, please contact us as soon as possible on our Accounts Helpline on 0344 346 1010*.
If you live alone and need to stay in hospital, a nursing home or a residential home for between 1 and 12 months we may be able to help reduce your charges. Full details are available in our Household Charges Scheme or contact our Accounts Helpline on 0344 346 1010*.
This only applies if you are not on a meter.
Working in partnership with Western Power Distribution
Western Power Distribution distributes electricity in the South West area - if you have a power cut you can call them on 0800 6783 105.
If you think you could be vulnerable to a power cut due to being medically dependent on electricity, elderly or disabled or if you have specific communication needs, you can find out about their Priority Service Register.
Read more about "Working in partnership with Western Power Distribution".
Your other service providers
Free services similar to our Priority Services Register are available in the gas, electricity and telephone sectors. Contact your other service providers and ask about their Priority Services Register.
*03 numbers are charged at standard rates and will be included in any free minutes in a mobile or landline phone contract.
How can we help?
Use the FAQ search to quickly find what you are looking for...
Can you test our trade effluent?
Yes. Our laboratory offers an independent analytical service for trade effluents. If you’d like to make an analytical enquiry you can use our online form
How often will you read my meter and send me a bill?
We aim to read your meter every 6 months. When we’re not able to read your meter when your bill is due, we’ll estimate your meter reading based on your past use. If you’re on a payment plan, you’ll receive 2 bills a year. If you’re not on a payment plan you’ll receive 4...
How can I avoid exposure to lead?
The most effective way is to replace any lead pipework, solder joints or fittings. You’ll need to speak to a plumber. Approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme WIAPS. Approved plumbers may be able to advise and...
What help can you offer me if I have a problem paying my bill?
If you’re finding it hard to pay the full cost of your bill, have a look at our payment plans which will help spread the cost of your bill and allow you to pay more regularly. If you’re not on a meterYou may find having a meter installed would be more beneficial, here’s...
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...
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...
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...
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...
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...