Report a problem
If you have a problem with your water supply, your waste water or even if you spot a leak while you're out and about, we'd like to know about it so we can get it fixed as quickly as possible.
We really appreciate you taking the time to tell us about any problems - it helps us find and fix them quickly.
Step 1
Check for updates first
Before reporting an issue, please check the latest updates for your area. Your problem may already have been reported, and our team could be working on a fix.
Step 2
Understand your problem
Issues with your water or wastewater supply can be frustrating. Sometimes the cause is simple and easy to fix, while other times it may require expert help.
Follow these steps to identify what you can do yourself before contacting us.
What Could Cause This?
Supply interruptions commonly result from bursts, hidden internal or external leaks, air locks or blockages in pipework and faulty plumbing.
Other flow factors include high demand during mornings and evenings, service pipe size, condition, and building height and shared supply pipes with multiple neighbours.
Test for hidden leaks at home. To clear air locks, fully open the cold tap nearest the internal stop tap, then turn the stop tap off and on 7-8 times. If unresolved, contact a plumber.
Recent plumbing work (within 48 hours) can affect pressure - contact your plumber or use our approved plumbers list. Protect pipes in cold weather and get damaged pipes fixed promptly.
Check Your Home
Make sure your internal stop tap (usually under the kitchen sink) is fully open. Inspect household appliances for hidden leaks affecting pressure.
Test Your Water Pressure
Turn off all taps and appliances. Fully open your cold kitchen tap and time how long it takes to fill a 1-litre jug (around 7 seconds is normal).
Check with Your Neighbours
If neighbours share the problem or have had recent plumbing work, the issue may be local. If only your home is affected, contact a plumber.
No Hot Water?
If cold water works but hot water doesn’t heat, this indicates an internal issue (e.g., boiler). Find a plumber via our approved list.
Know Your Responsibility
You’re responsible for pipes inside your property boundary; meters and public infrastructure are ours. We aim to restore network issues within 3 hours, but complex jobs may take longer. If it’s your responsibility, we provide advice to help you fix it.
What Causes Discolouration?
Water colour may range from yellow to dark brown or black caused by:
Disturbed sediment (naturally-occurring metals and minerals)
Corroded pipes
Plumbing issues
Don’t use hot water taps or appliances during discolouration. Run cold tap nearest your stop-cock (usually kitchen) to clear discolouration (5-10 minutes). Collect water for plants if you can. Water is safe to use despite colour. If metered, you may receive a bill credit for flushed water.
How to Clear Discolouration
Run cold water tap for 5-10 minutes. Use our diagnostic tool to identify your problem and find fixes.
If Water Doesn’t Clear
Check if neighbours’ water is discoloured:
If yes, it’s likely due to pipe bursts or planned repairs - check for known incidents.
If no, issue is likely within your home plumbing - contact a plumber.
If Water Smells or Tastes Different
Use our diagnostic tool to identify causes and find solutions for changes in water taste or smell.
Who’s Responsible?
The water company handles pipes on public land up to the external stop tap, including water meters.
Homeowners are responsible for pipes inside property boundaries. Tenants should check with landlords. Pipes can be old, needing protection and maintenance.
Turn Off Your Stop Tap
Shut off your stop tap to stop water flow during bursts. Location may vary (near meter, under sink, utility room).
Leaks at Home
Look for wet patches, greener grass, sunken paving, or pressure changes as signs. Fix leaks promptly to avoid damage and high bills. Perform home leak tests to identify source.
Find a Plumber
Hire a plumber to fix leaks or pipe issues. Older pipes may need replacing to prevent recurring problems. Use approved plumber lists (WaterSafe for internal, WaterMark for external work).
Leaks on Our Pipes
Our teams use technology to locate and fix leaks on the network. Report leaks promptly to help us protect water resources.
Who’s Responsible?
Homeowners maintain most sewer pipes within property; landlords responsible for tenants’ properties. Water company owns public sewers and shared pipes (except some built after 2011).
Blocked highway drains are the local authority’s responsibility.
Who to Contact?
Identify flooding type (river, surface water, highway, sewer). Contact insurer first.
River flooding: Environment Agency (Floodline 0800 80 70 60)
Surface water: Local county council
Highway drains: County council or Highways England (0300 123 5000)
Sewer flooding: Report to water company immediately
Sewer Flooding at Home
Report flooding to us, then your insurer. Public sewer flooding cleanup is partially done by us; full cleanup is the homeowner’s responsibility. Renters should contact landlords.
Signs of Blockage
Slow flushing or drainage
Bad smells
Waste backing up
Caused by non-flushable items like wipes, sanitary products, fats/oils.
Responsibility
Water company clears blockages in public sewers; homeowners clear blockages inside property.
How to Identify Blockage Location
Neighbours affected? Likely public sewer issue.
Only certain fixtures affected? Likely internal pipes.
Clearing Blockages
Hire a plumber or contact us to investigate. If blockage is private, we may clear for a fee (£114) with your consent.
Step 3
Let Us Know
If your issue isn’t resolved after Steps 1 and 2, please get in touch with us. Our teams are available 24/7, every day of the year.
The easiest and quickest way to reach us is by sending a message through our online messaging service. We’re here to help whenever you need us.
Support during supply interruptions
We all need a little extra help sometimes.
Our Priority Services Register is a free list of customers with additional needs, ensuring we tailor support and give priority care during supply interruptions.
If you’ve received a letter from your GP or the UK Government advising you to shield at home due to COVID-19, we strongly recommend joining the register so we can provide the support you need.
Don’t need these services?
Maybe a family member, friend, or neighbour does - please let them know about the Priority Services Register so we can help as many people as possible.