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Supply interruptions

Planned interruptions

We may occasionally have to stop your water supply while we carry out essential maintenance or repair work. We understand that this can be inconvenient, but it is essential for keeping our mains and connections in good condition.

When this happens, we always try to:

  • Give you at least five days’ warning (seven days for large users)
  • Discuss the work with you, and
  • Work around your schedule and your needs as much as possible

We prioritise the needs of schools, care homes, doctors, dentists, hairdressers, hotels, restaurants and similar premises.

For more information on how we handle both planned and unplanned interruptions, please see our Non-household wholesale service standards scheme. This contains full details of the standards we must meet (set by our regulator and by ourselves) for warning you about planned interruptions, and restoring the supply afterwards. It also sets out the compensation we must pay if we fail to meet those standards. For more information, please call your retailer on the number shown on your bill. 

Emergency interruptions

We want you to be able to take your water supply for granted, but every now and then, leaks or burst water mains can reduce or stop the flow without warning. If this happens, we do all we can to reconnect the water supply as quickly as possible, although there may be times when your supply is interrupted for several hours.

In an extreme case, the supply could be affected for a period of days, rather than hours. This is very unlikely as we have detailed operating and emergency plans to minimise the risk of this happening.

If we do have to cut off your supply in an emergency and we cannot restore it within 12 hours – or 24 hours if the problem is on a strategic main – we'll pay compensation for every 24-hour period that you are without water.

For full details on how we deal with emergency interruptions, please see our Non-household wholesale service standards scheme. This sets out the standards we must meet (set by our regulator and by ourselves) for restoring your supply. It also shows the compensation we must pay if we fail to meet those standards.

Affected by street works

We are continually investing to maintain and improve the region's water network. 

This often requires us to work in the highway. We work hard to reduce the impact of our works in the community. However, if your business is directly affected by our works in the highway, you may be entitled to claim compensation for loss of profit. 

Our guide sets out what you need to do, including the information we need in order to process any claim..

Contingency planning

If you are making or reviewing your company’s contingency plans, please include interruptions to the water supply in those plans. This is particularly important if you use water as part of an industrial process. There are two aspects to this:

  1. Finding out how much water you use in a day. You can do this by checking your meter, or asking your retailer to help measure your usage.
  2. Deciding on a backup source or sources. If you have storage for water, make sure it is big enough for your needs. Alternatively, an agreement with a company supplying emergency drinking water or portable toilets could be the answer.

Although we are required by law to provide an emergency supply to our domestic customers from bottled water and roadside bowsers, it's not practical to provide the large quantities that commercial or industrial users might need.



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