An update on our services

Last updated: 5:30pm on 15 May 2020

Coronavirus: Latest update for our customers

With the situation changing so rapidly, we know this is an uncertain time for your business or organisation. We’re here to support you.

Business closed due to COVID-19?

If your business is currently closed (for premises in England), please complete a temporary closure form.

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

Is your business reopening?

If your business is reopening, please complete a reopening form. Please give us a meter read if you can so we can update your account.

Get help and advice

Read our advice on what to do to make sure your water supply is safe if your business is reopening.

Take a look at our Q&As for advice on what to do to during the outbreak.

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.

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.

Business closed or reopening? Please let us know

If you’ve not already told us your business is closed, please complete a temporary closure form. If your business was closed due to COVID-19 but has since reopened, please let us know via our reopening form so we can update your account.

Why are we asking for meter readings?

It’s helpful if you can give us a meter read as our meter readers can’t visit any premises right now. Any readings you can give us will help make your estimated charges on your next bill more accurate. Visit our help section to find out how your bill is calculated and how to read your meter.

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

COVID-19 Q&A

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

Trustpilot logo 4.5 stars

 

Excellent care and attention

"Excellent care and attention shown by Steph over my business having to temporarily stop trading through COVID-19.
A super and efficient service."

Jason Osborne

Helpful and supportive

"I needed to suspend payments on bills, as I had to close my shops due to coronavirus. I used web chat with Petra to sort everything out. She was so helpful and supportive."

Elaine Bennett

Caring people

"A superb company that listens and cares for its customers. An extra special thank you to the kind staff, James and Laura, as they're understanding and caring people that go the extra mile."

Cheryl French