Customer care

We work hard to make our customers happy, but we know the best way to improve is to learn from you.

If you are unhappy with our work or service, please contact us, so we can put things right for you.

You can talk to us on WhatsApp. Start a conversation here.

Call

For billing, payment, or account issues, call 0345 782 0111.

We're available Monday to Friday from 8am to 7pm and Saturday from 8am to 1pm, excluding bank holidays.

For water supply issues, call 0345 782 0999.

Our water and sewerage services team is available 24/7.

Please note, we only provide fresh water services to our customers. For sewerage and wastewater queries, you need to contact your sewerage provider. Find out who your sewerage service provider is on Water UK's website.

Email

You can complete our online form. It means we have the information we need to get your query to the right team quickly.

You can provide a contact number and the best time to call you between 9:00am and 5:00, Monday to Friday. We'll try our best to contact you at this time.

What happens next?

We aim to deal with your complaint as quickly as possible and aim to get back to you within two working days and resolve your complaint fully within five days. We promise to respond within a maximum of 10 working days from the date we receive it.

We will give you a contact name and that person will investigate your complaint and respond to you. Some complaints may take longer to fix, but we’ll keep you updated while we investigate it in more detail.

If you are not satisfied with the response you receive, we will carry out a full review of your complaint, to make sure we've done our best for you.

Within eight weeks of receiving your complaint, we will either:

be able to fully resolve your complaint, or
advise you that we are still not able to issue our final response. We will explain why this is and also when we expect to be able to do so.

Our Codes of Practice, and our Guaranteed Standards of Service, are available to view and download here.

Contact the Consumer Council for Water (CCW) - the voice for water consumers

If you're unhappy with our response, or if you don't want to wait beyond eight weeks we'll tell you how you can contact the Consumer Council for Water (CCW) - the voice for water consumers.

You can visit their website at www.ccw.org.uk.