Advice and services
Frequently asked questions
Why do I have no water?
Our In your area site will tell you if there’s any work, that we are aware of, that could be causing no water.
There could be a few reasons for having no water:
- Emergency work on a burst main
- Planned work where we’ve notified you in advance
- An airlock in your system following work
- An issue with your internal plumbing
- Neighbours carrying out work on a joint supply
If you can't find anything on our In your area site, you may want to check with neighbours to confirm if it is just your supply affected. If the issue is affecting your neighbours, it may be that we’re not aware of a problem on our main supply. Please call our Customer Service helpline on 01202 590059
To check for airlocks, turn your internal stop tap on and off 3 times to release any air whilst the cold kitchen tap is open. You should also check that your external stop tap is open if it is safe to do so.
For issues with internal plumbing there is a list of approved plumbers at WaterSafe.
Why do I have low pressure?
If you’ve noticed sudden low pressure:
There could be a few reasons for this, a burst main for example that is causing a sudden dip in your pressure or flow. You will need to carry out a few checks:
- Check if the low pressure is only affecting your hot water, this would indicate an internal plumbing problem and you’ll need to contact a plumber. Approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme WIAPS.
- Turn your internal stop tap on and off 3 times while the cold kitchen tap is open. You should also check that your external stop tap is open.
- Check if your neighbours have the same problem, if not it is likely that it is an internal plumbing problem.
- Have a look at our In your area site to find out if there’s any work causing this.
If it still remains low after carrying out the 4 checks, please call Customer Service on 01202 590059 to report this.
If there’s continuous low pressure:
There are several factors that could mean that your house has a lower pressure and flow rate than at a different house:
- The height of your house in relation to the reservoir
- A smaller or older supply pipe
- A shared supply pipe
- A time of day with higher demand
- Longer internal pipework
How can I contact you?
You'll find all of our contact information here, which includes our most frequently asked questions and our telephone numbers.
How can I check if the person at my door works for you?
Before you open the door, ask for either the persons ID card or password (if you’ve made an appointment with us and agreed a password).
We’ll be happy to wait while you call us on 01202 590059 to check the person works for us. Don’t use any other number which the caller may give you.
If you think a bogus caller may have called at your door, you should report it to the police. Call 999 if you’re suspicious or they won’t leave or are still in the vicinity, otherwise call 101 if you’re not in immediate danger but want to report an incident.