An update on our services

Coronavirus: Latest update for our customers

Last updated: 4.15pm on 31 March 2020

With the situation changing so rapidly, you’ll naturally be concerned about your business or organisation. We’re still open and here to support you.

The wellbeing of our people and our customers is our main priority, so we’re adapting our usual ways of working based on government advice. We’d like you to know that we’ve got plans in place and we’re doing all we can to support you during these unprecedented times.

Are you temporarily closing?

What to do if your business or organisation is closing

If your business premises are closed during the outbreak, please let us know by completing our online temporary closure form.

It would be helpful if you have a meter read and your customer reference number handy.

Remember that unless the stopcock is turned off (i.e. no water is going into your premises) then usage may continue if there are any remaining occupants, such as security staff.

What’s the latest?

We’re working hard to keep customers and colleagues safe by continually monitoring government updates and taking steps to follow the very latest advice. We’ve introduced our contingency plans to make sure that we stay open for business and that you continue to get the best service possible from us during this difficult time.

Contacting us

It’s business as usual

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

It would be preferable for you to contact us via web chat or email at this time, as we’ve ensured our homeworkers can easily handle your query and track this through to resolution. We’ll always do our best to answer your query as soon as possible.

Managing your account online

View and pay your bills securely anytime with My Account

If you’re not already using our online account management service, My Account, now’s a good time to sign up. You can view your current bills, submit meter reads and log any queries using your secure online account, anytime of day, seven days a week. If you’d like support in setting up your online account then please get in touch, ideally via web chat.

If you’re already signed up for My Account and want to check your account now, log in here.

Meetings and events

Sorry we won’t see you for a while

We want to minimise risk to both you and our colleagues, so we won’t be seeing our customers, partners and suppliers for a while. Like most businesses, we’ve cancelled any upcoming events and face-to-face meetings for the time being. To prevent further spread of the virus, we’re also making the move to homeworking wherever we can.

If you’re used to seeing an account manager or have other regular face-to-face contact with us, we’ll simply switch to using the phone for a while. We’ll also use other communication methods to help stay in touch with you whenever needed.

We’ll keep you posted

We know everything feels a little uncertain right now and we’re doing all we can to help at this difficult time. You can be confident that we’ll continue to support you with the systems and plans we’ve already put in place.

Thanks to all our valued customers for working with us and we’re looking forward to returning to usual activities in the future.

We’ve included some Q&As below that might be useful to answer any queries you may have.

If your business premises are closed during the outbreak, please let us know by completing our online temporary closure form.

It would be helpful if you have a meter read and your customer reference number handy.

We understand that many businesses and organisations are concerned about paying bills, particularly with growing uncertainty about being able to stay open for business. If you think you’ll have an issue paying your bill, please get in touch with us to discuss how we might be able to help.

You can also find the latest Government advice for businesses here.

We know this is a stressful time, and we’re here to help. You don’t need to cancel your Direct Debit - if you can submit a meter read to us, then we'll be able to get your account up to date.

If your business is temporarily closing, then you can use our online temporary closure form to let us know.

We’ve been working hard with our meter reading partners to maintain our metering services during the recent outbreak. Unfortunately, meter reading is now on hold due to the recent government measures to stop the spread of the virus. To help improve the accuracy of your bill, however, you can provide us with a meter reading yourself.

You can submit a meter reading online or when you log in to My Account. You can also text your meter reading to us on 07860 019 830.

If you can’t do this right now, don’t worry - we’ll estimate your next bill based on the information we have.

If your business is temporarily closing due to COVID-19, please let us know as soon as you can by completing our online temporary closure form.

Your water supply is provided by the water company (wholesaler) in your region. We’re keeping in touch with wholesalers to get the latest updates regarding water supply.

Currently, the information we are receiving from water (wholesale) companies is that they are:

  • monitoring the situation closely and have emergency planning in operation;
  • working to ensure resilience plans are as strong as possible and that every step is taken to minimise risk to everyday operations (this covers areas including personnel, chemicals and supplies and prioritisation of works planned);
  • acting on the latest information from planning groups, the government and other key agencies, and believe the risk to current operations is low; and
  • increasing the number of operational people to run critical functions at water treatment works and waste water treatment works.

The pace of change caused by the outbreak is fast. Organisations will react differently as they prioritise non-essential activity to protect staff and customers. Wholesalers may change the type of work they have planned, such as rescheduling meter exchanges or site investigation works.

We’ll update this page with any further updates as we receive them.

Hand washing is vital in fighting the spread of COVID-19. If you’re following guidelines and washing hands more often and for longer then you may see a very small increase to your bill during this period. However, it’s important to maintain good hygiene. To save water, turn off the tap while you soap your hands and only put it back on to rinse.

Our priority is to make sure colleagues are safe and protected from the virus. Following the latest advice, we’ve moved quickly to homeworking wherever possible. We also continue to remind everyone of the huge importance of thorough and frequent hand washing at all times, as well as limiting social contact.