We will do our best to support you during a water supply or sewerage incident – learn more about what we will do and how to ensure you are prepared.
Incidents on our network can interrupt your water supply. Unfortunately, we cannot let you know in advance of unplanned issues, but we promise to get in touch as soon as possible, regularly update you throughout the incident, and tell you when it’s all sorted.
How we will support you during a water supply incident depends on your circumstances and the length of the interruption.
We always try to fix water supply issues quickly, but sometimes the nature of the issue means the repair can take some time.
We will contact customers on our Priority Services register who are medically dependent on water due to a critical health condition or physical impairment about home deliveries.
If you are not on our register, we will provide you with bottled water if your water supply is off for longer than five hours.
A bottled water station will be set up in the local area, where you can collect it. We will always try to choose an accessible location with sufficient parking.
Information about our bottled water station will be added to our incidents page, and a text message will be sent to customers.
Under our promise, you could be entitled to compensation if your water supply is interrupted.
If your supply is interrupted for more than 5 hours, we will make alternative supplies available to you. If we don’t, you can contact us to claim a £40 compensation payment.
For unplanned interruptions lasting more than 12 hours, we will automatically compensate you £50. You don’t need to contact us. It will be sent to you within 20 working days via cheque.
For every additional 12 hours without water, we will add another £50, up to a maximum of twice your annual water charges.
Priority Services is designed for customers with additional needs who may need extra help.
If you sign up, we can support you during an incident by:
You can sign up for free and choose the services you would like to receive. If you’re already signed up but your details have changed, please update them.
If your water supply has been affected by an incident, the information below may explain why and what you should do.
If sewage enters your home or garden, please contact us immediately. We will help you to clean it up for free (where possible).
If the sewer flood was caused by a problem with the public sewer, we will compensate you accordingly. Some compensation payments are made automatically, but others need to be claimed.
Find out more about what we will do and how to stay safe during a sewer flood.
Supply interruptions and sewer flooding can happen unexpectedly – here’s how you can stay prepared for any situation.
Keep some bottled water at home. The amount you'll need can vary, but 10 litres per person per day should cover drinking, cooking and hygiene needs. You might need extra water for any medical needs or pets.
If you don’t have one already, consider installing a water butt. In the event of a water supply interruption, you can use the water it stores to flush your toilet. They can also help you save around 1,000 litres of water every year.
Disposable plates, cups and cutlery can come in handy when you cannot wash up. Hand sanitiser, toilet paper spray, waterless soap and dry shampoo can be helpful when you cannot shower or wash your hands.
Blockages can increase the likelihood of sewage backing up into your home or garden. Prevent blockages by only flushing the three Ps (poo, paper and pee), putting fats, oils grease in the bin and not down the drain. Find out more about how to avoid blockages.
Find out how to prepare for different types of emergencies – such as flooding, fires and power cuts – on GOV.UK’s website.