An update on our services

Last updated: 4:00pm on 10 September 2020

Coronavirus: Latest update for our customers

We know this continues to be a difficult time for many businesses and we’re here to support you.

The wellbeing of our people and customers is our main priority and we're following the latest government advice. We've adapted our usual ways of working and we're still open for business, doing all we can to give you the best service possible.

This page is regularly updated about our services to you during the outbreak. You’ll find answers to common questions and important information about the changes made by Ofwat for business premises in England in response to the pandemic.

Support for businesses in England

The support measures put in place by Ofwat to help businesses during the pandemic have now ended. In April, Ofwat advised that businesses closed as a result of the outbreak and had significant reduction in water use (95% or more) wouldn’t be charged during the initial crisis period. Businesses confirmed as temporarily closed have therefore not been billed during this period (16 March to 31 July 2020). As Ofwat has now ended the scheme, we need to reopen accounts and restart billing in line with usual billing cycles.

Water use during temporary closure

If your business has used mains water during Ofwat's initial crisis period (16 March to 31 July 2020) and the level of water use is more than the limit set by Ofwat, please note that charges will apply. The regulator advises that where consumption is more than 5% of usual use then charges should be applied by your local wholesaler.

This means that all charges (fixed and consumption charges) during the period mentioned above will be payable if your use is over the set limit. Your wholesaler will send us your charges, which will be backdated to the date of the temporary vacancy flag on your account and these charges will appear on future bills.

Why are we asking for meter readings?

Meter reading was interrupted during the initial outbreak, so it may be a while before we can get to you. Our system uses reads to estimate charges from one billing period to the next. Please try to send us a read frequently, especially during this unsettled time, so your charges will be more accurate based on your actual water use. Visit our help section to find out how your bill is calculated and how to read your meter.

If you're concerned about paying your bills

We know that water is a vital resource for your business. If you’re worried about paying your bill due to the financial impact of COVID-19, please get in touch to see if we can help. Our COVID-19 repayment scheme offers affordable repayment of water or wastewater charges. If you’re eligible, we’ll work with you to agree a payment arrangement.

Getting in touch

Our phone lines are very busy, so please try our web chat if you have a query that you can’t find an answer to on our Q&A.

We know everything feels a little uncertain right now and would like to thank all our valued customers for working with us. We’re looking forward to returning to usual activities in the future.

Remember, unless the stopcock is off, you may have water flowing through your meter while your premises are empty.

Important notice about Ofwat changes

Read about Ofwat’s changes during COVID-19 and how they affect you

Read more


Answers to frequently asked questions about our services and market changes

View Q&As

Keeping in touch

Contact us

Business as usual

You can contact us as usual by web chat, email and phone during our normal opening hours.

Call waiting times may be longer than usual, so it's best to use web chat or email. We'll always do our best to answer your query soon as possible.

Start web chat

Manage your account

Securely view and pay bills online

Now's a good time to sign up for an online account (if you haven't already).

You can use My Account anytime of day, seven days a week to view and pay bills, submit meter reads and log any queries.

Log in or create an account

Submit a meter read

Help improve the accuracy of your bill

Our meter readers can't read your meter at the moment due to the recent government measures.

However, you can submit a meter read yourself online, when you log in to My Account or you can text it to 07860 019 830.

Find out how to read your meter