If you're having problems with your water or wastewater supply or notice an issue on our network, please call us: 0800 316 9800
We have a range of services available to you and your customers to help manage their connection to our water network. These are summarised below and if you’d like more information on our services and tariffs, please see our wholesale service offering and wholesale tariff document.
Disconnections and reconnections
We have a team on hand to help deliver our disconnection and reconnection services and you can request either a temporary or permanent disconnection of your customer’s water supply.
Your customer may also want to request a disconnection of their supply and they can either contact us directly or request the service via you. If your customer wants to order a reconnection service you will need to manage the request on their behalf. Charges will apply depending on the work required and you can find out more about our services and charges in the wholesale service offering and wholesale tariff document.
To carry out a survey or disconnection we may need access to your customer’s premises. If we are refused entry, you can ask us to use our powers of entry. We’ll review your application and either request a warrant to gain access or advise you why we are unable to do so. Charges will apply for this service.
We allow accredited entities to temporarily disconnect and subsequently reconnect non-household customers connected to our network following instruction from you, for non-payment. They must be accredited as a Water Industry Registration Scheme - Accredited Entity (WIRSAE) provider by Lloyds to carry out disconnections and reconnections for non-payment of retailer invoices within our operational area.
To find out more please refer to our WIRSAE Addendum, disconnections and reconnections policy, wholesale service offering and wholesale tariff document in our document library. Details of the Accredited Entity scheme and how to apply for accreditation are available on the Lloyd's Register website here.
Illegal use or connection
If you find or suspect illegal water use or connection, please get in touch as soon as possible by emailing us here. We’ll carry out an investigation and if there’s an illegal connection, we’ll then decide the best action to take.
You won’t be charged for asking us to either investigate suspected illegal use or to carry out a disconnection for illegal use.
Breach of water regulations
If we find out about a serious breach of water regulations, we’ll contact your customer and let them know about the proposed disconnection and then carry out an emergency disconnection, issuing a disconnection notice under Section 75 of the Water Industry Act 1991. We’ll work with you and your customer to get the supply turned back on and we’ll provide ongoing support so they stay within water regulations. We won’t charge you for carrying out a disconnection for a breach of water regulations.
If we’ve carried out an emergency disconnection due to a breach of water regulations and your customer rectifies the breach, you can ask us to reconnect the supply. We’ll visit the site to inspect the work they’ve done and work out the best action to take. Charges will apply to inspect and reconnect the service and you can find out more about our services and charges in the wholesale service offering and wholesale tariff document.
Customer side leaks
You or your customer can alert us to a customer side leak or we may find a leak whilst carrying out work on site. Once we’re aware of a leak we’ll investigate the issue and share information with you and your customer as needed. Our investigation will identify the work required and charges will apply according to the work needed.
If you or your customer wishes to make other arrangements to fix the leak you’ll need to inform us of the work and update us when it is complete. Serious leaks may require your customer to complete a repair within seven days and in this case we’ll serve you with a notice explaining the action needed. Please read the full details in the wholesale service offering and wholesale tariff document as well as the terms and conditions outlined on the service request form.
Outside stop valves
You can ask us to relocate, install or repair an outside stop valve at your customer’s premises. We’ll visit the site to determine the work needed and the best action for us to take. All work will be carried out as soon as reasonably possible and charges will apply depending on the service required.
You can find out more about our services and charges in the wholesale service offering and wholesale tariff document. Please also see the service request form for terms and conditions applicable to this service.