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We are not aware of any problems on our network.  To report an incident, please contact us on 01202 590059.

01202 590059.”  

Coronavirus update and FAQs

Important health information

How we’re supporting our customers and employees

Covid-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority. So, we’ll be working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.

Our people are still working hard to keep your taps running and taking every precaution necessary to keep themselves and you safe. If you see one of our team working near you, it's for an essential job, so please do not approach us during this time.

Contacting us during the outbreak

Our call centre staff need to focus on helping vulnerable customers and dealing with emergencies - please only call us if it's for an emergency. Take a look at our FAQs below before getting in touch.

Frequently asked questions (FAQs)- updated 27th May at 11:30am

Is my water safe from the Coronavirus?
Yes, your drinking water is safe. The World Health Organisation reports there is no risk to tap water which has been disinfected with chlorine as part of the treatment process. Chlorine is added to our drinking water supplies to remove harmful pathogens including viruses. The evidence from the spread of the virus shows that the drinking water supply is not a route of transmission of the virus.

How is Bournemouth Water keeping customers safe during visits?
If we need to visit your home we’ll ask you if:

  • You or anyone in your home has been diagnosed with Covid-19
  • You or anyone in your home has been advised to self-isolate
  • Anyone in your home is at higher risk –  that is over 70, diabetic etc

 If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for a visit before deciding what to do next. We’ll prioritise emergencies and we may need to postpone non-urgent visits to a later date.

Our staff will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.

When a member of staff does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.

Self-isolating or high risk groups - water deliveries during a supply interruption
You might not know about our Priority Services but we're encouraging customers that are self-isolating or social distancing to sign up, even if it is for a temporary amount of time. 

Why are we asking customers to sign up? 

If there’s a disruption to your supply, for example a burst water pipe, and you can't leave your home to get alternative water supplies we'll arrange for a water delivery to you. 

To sign up online, please visit our parent company South West Water's website, click here.

I have an appointment booked – will it still go ahead, or can I move it to a later date?
We are following government's advice and guidelines. Until further notice our employees will only be carrying out essential work to keep your taps running and toilets flushing. We are trying our best to update customers about cancelled appointments, and we apologise if we haven't been able to get in touch with you.

How can you help me with my bill?
We are anticipating more customers will be seeking short term support during the coming months and we will do whatever we can to be fair in our application of support during these most difficult times. We will assess the individual needs of our customers who genuinely need it to help continue to pay their water bills. We urge customers to get in touch if they are genuinely struggling to discuss how we can help. 

Can you suspend bills for a month or help low earners and the self employed? 

We are urging customers to get in touch if they're genuinely struggling. We have lots of different ways customers can pay to suit their individual circumstances, and we are mindful of what the Government is putting in place to support everyone at this time. We will adapt our affordability measures depending on individual customer circumstances. 

I’m using more water - can I have a credit? 

We understand that many customers being at home and following government guidance will be using a bit more water to wash hands etc, there are ways that you could look to save water in other activities to counteract this additional use as water is still very much a precious resource. There's simple things you can do to save water, such as, take a minute less in the shower and change your flushing habits! (if its yellow let it mellow). However, if you are worried about how this will affect you then please get in touch to see whether we can look at your current pay arrangements or if your circumstances have changed to see if you qualify for additional support. 

Why are you working in my street? 

The safety and wellbeing of our staff and our customers is of utmost importance to us. Being identified as key workers means you'll continue to see us working to maintain your water and wastewater services. Now that certain lockdown restrictions are being lifted, we are starting to resume work that can be carried out in a safe way, in line with the Government's latest advice. If you do see us, please help protect us by not approaching – a smile, wave, thumbs up or nod is fine (from a safe distance)


Advice for businesses reopening

If your business has been affected by Covid-19 and your building has been closed for longer than a week, or your water use has significantly reduced, then there’s some important steps you need to do to keep your water system safe.

It is essential that when buildings reopen, following the lifting of Covid-19 restrictions, that any water system is not simply put straight back into use, but flushed and maintained to protect public health.

For guidance on recovering drinking water supplies in buildings and networks after prolonged inactivity, click here.

Latest information

If you really need us, please ring or use the following numbers:

Accounts Helpline 01202 590059 - call this number if you have a query about your account. Opening hours are 8am - 6pm Monday to Friday. Saturdays 9am - 1pm

24 Hour Emergency Helpline 01202 590059 - call this number if you have an emergency with your water or sewerage supply.

Relay UK (NGT): Dial 18002 before the helpline number


We'll continue to post the latest information on this page of our website and updating our Twitter page. 

Useful information

Press Office

Journalists can contact the Press Office on 01392 443020 or via email


Should you get a water meter?

Water meters have important benefits for you, for us and for the environment as you can have more control over your water use and leaks are easier to detect.  

Find out more

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