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We know good customer service matters to our customers, and we’re here when you need us most. If things don’t go as planned, our friendly, trusted team is ready to help.
Pick a topic for support, advice and more
Bills and payments
- How can I pay my bill?
- Can you explain my Essex & Suffolk Water bill to me?
- My bill is very high, can you help?
- How do I make a payment online?
- What are your charges?
- Do I still pay charges if my property is empty?
- What is Rateable Value and how does it affect my bill?
- How do I switch to eBilling?
- Why have my payments gone up?
- I'm struggling to pay my bill, can you help?
- How do I tell you the account holder has passed away?
- I'm a student, can you help me understand my bill?
- How can I give feedback to help improve your billing services and learn about the changes you've made?
Struggling to pay
- What is WaterSure - bill cap scheme?
- I'm struggling to pay my bill, can you help?
- Can I pay my bill from my benefits?
- Why have my bill/payments gone up?
- I'm on a water meter, but I need to use lots of water, can you help?
- Is there someone I can talk to about my financial difficulties?
- Can you tell me about the low income discount scheme?
- What are Credit Reference Agencies?
- How can I find out about benefits or other help I may be entitled to?
- Struggling with money is affecting my mental health, what help is out there for me?
Leaks
- How do I report a leak?
- How can I find out if I have a leak in my home?
- If I have a leak, can I get an allowance on my bill?
- What happens after a leak has been reported?
- Why haven't you fixed the leak in my street?
- Who fixes the leak?
- What should I do if I have a leak in my home?
- Can I get cover for the plumbing and drainage in my home?
Your water quality
- Why is my water a strange colour?
- Why does my water taste bad?
- I have lead pipes, what should I do?
- How do I check if I have hard water?
- What can I do if I have hard water?
- I've moved home, and my water tastes different, why?
- What's causing the pink or black stains in my bathroom?
- How do I know if there is lead in my water?
- Is there nickel in my water?
Your account
- How do I change my email address?
- How do I change my name on my bill and account?
- Can I change my Direct Debit?
- How do I set up a Direct Debit?
- How do I create an online account?
- Can I get a refund if my account is in credit?
- How do I tell you the account holder has passed away?
- How do I close my account?
- Why can't I set up my online account?
Saving water
- Can I save water outside in my garden?
- How can I get my free water saving kit?
- Can I save money with a water meter?
- Why has my water usage gone up?
- What can I do to save water in my home?
- Can I save water outside in my garden?
- Why is saving water so important?
- What is a water butt, and how can it save me money?
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