We're doing our best to answer calls, but have fewer staff available due to the COVID-19 outbreak.
In order to protect our services for our vulnerable customers and those most in need, please log into / register for your online account instead of calling us if you can.
With our online portal, you can view and download your bills, manage your Direct Debit, tell us you're moving, make payments and check your balance – all from the comfort and convenience of your computer, laptop or smartphone.
Keeping our customers and our colleagues safe is incredibly important to us.
We’re following the government health advice to make sure everyone stays safe and we’re putting all the necessary measures in place to make sure this advice is followed by everyone.
We know this is a really challenging time. We’re pulling out all the stops to make sure we continue to supply you with excellent quality drinking water. This page should help to answer any questions you might have.
Helping us all stay safe
We play a vital role in public health and we’ll continue to make sure we supply you with clean safe drinking water.
Sometimes, we need to visit customers’ homes or businesses and we usually book appointments when we’re doing this. If you’ve got a visit booked in with one of our teams and you’d rather postpone, we understand, and we’ll happily re-arrange this.
For appointments that aren’t rearranged, we’ll give you a ring beforehand to check if it’s still okay for us to visit. If anyone in your home is ill or in self-isolation, please let us know straight away so we can take the necessary precautions to keep you and our teams safe.
If you or any of your family or friends need a little extra help due to particular health issues, please make sure you’re signed up to our Priority Services Register. By letting us know about your needs and circumstances, we can do our best to support you.
You can also sign someone up on their behalf if they don’t have access to the internet.
If you’re self-isolating and you’re worried about what you’d do if your water supply was interrupted, please get in touch and we’ll do our best to help. If you’re otherwise healthy and don’t normally need extra support, there’s no need to join our Priority Services Register.
Help paying your bill
It’s a challenging time for everyone at the moment and the last thing we want is anyone worrying about how they’ll pay their water bill. If your circumstances have changed and you’re struggling to pay your bill, or you’re worried you might struggle in the future, please don’t worry. There are lots of ways we can help and all you need to do is reach out and get in touch with us.
Keeping sewers blockage free
While we only look after fresh water (and we know it’s been really hard to get hold of toilet roll), it’s more important than ever everyone remembers not to flush wipes and kitchen roll down the toilet. Please only flush the three P’s – that’s pee, poo and (toilet) paper to help us keep the sewers flowing and stop blockages from forming which can then cause sewage to back up in people’s homes and gardens.
Keeping in touch with us
There are lots of ways you can get in touch with us if you need to, either online or by phone. If you’d like to speak to us over the phone, give us a ring on 0333 000 0001. Our lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.
Is my drinking water safe?
Yes, your water is safe to drink. All drinking water contains a small amount of chlorine to keep it free from bacteria and viruses, ensuring it’s clean and safe to drink.
I’m worried about paying my bill – can you help?
We’ve got lots of measures in place for anyone struggling to pay, from special tariffs to short-term support. All of our advisors can explain the support and measures available. Just send us a private message or call us on 0333 000 2468. The sooner we talk, the sooner we can help.
Are you giving out bottled water?
No, your tap water is perfectly safe to drink. In very rare circumstances, like bursts on our water mains, we will provide bottled water (and other help) to customers on our Priority Services Register. If you think you or a neighbour should be on the register (it’s free and easy to sign up), give us a call or visit www.southeastwater.co.uk/priority
Do I need to stock up on bottled water?
No, your tap water is perfectly safe to drink.
Are your staff still visiting customers?
Our staff are out and about working on our network, but they will be limiting direct contact with customers unless it’s an emergency. We will be taking the necessary precautions for those people who are self-isolating if we do need to visit them. Our priority is always to keep our customers and our colleagues safe.
Is your call centre still open?
Our call centre is still open but we currently have fewer staff available due to COVID-19. In order to protect our services for our vulnerable customers and those most in need, we're asking customers to manage their account online where possible. Please register or log in here.