We're really sorry you're having problems with your water. Please don't worry – this is normally because of work going on in your area, or an incident such as a burst water main. Please follow the advice below.


Please make the following checks before giving us a call:

#1 – Check our live 'In your area' map

Pop your postcode into our live map (updated by us round the clock) to see if there are any known incidents in your area affecting your water supply. You can even use this to get free updates on supply interruptions via text and email, so you're always in the know.

#2 – Run your cold kitchen tap

Your main water supply normally enters your home in the cold kitchen or utility room tap.

So, if water comes out of this tap but nowhere else (such as your shower or bathroom), the problem is likely to be with your internal plumbing. In which case, skip to step five.

#3 – Check your stop valves are open

Your inside stop valve needs to be fully open. This is usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the valve is closed, turn it anti-clockwise.

Your outside stop valve also needs to be fully open.

#4 – Check with your neighbours

It's worth checking with your neighbours to see if they have the same problem. If not, the problem is likely to be with your internal plumbing.

#5 – Call us

If none of the above suggestions work, please call us on 0333 000 0002 between the hours of 8am to 7pm Monday to Friday, and 8am to 1pm on Saturdays.

For emergencies outside of these hours, please call 0333 000 0365. Lines are open 24/7.

#6 – Find an approved plumber

If we're not aware of any interruptions to our network and your neighbours have water, it’s probably a good idea to contact a local plumber for expert advice.

To find an approved plumber in your area, we recommend WaterSafe – a one-stop shop which brings together thousands of qualified plumbers. Visit www.watersafe.org.uk or call 0333 207 9030.

Could you, or someone you know, benefit from being on our Priority Services Register?

We recognise that from time to time our customers may need some extra support from us. That's why we offer a range of special services for those with mobility restrictions and those who are deaf, blind, disabled, suffering from a long term illness or elderly.

We can also offer extra support if there's ever an incident affecting your water supply (making sure we get bottled water to you is just one example).

You can find more information about eligibility and how to apply for our Priority Services Register here (it's free and only takes a couple of minutes). Or, why not give us a call on 0333 000 2468. We're here Monday – Friday 8am to 7pm and Saturdays 8am to 1pm.

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