Customer care
We value your feedback
Every customer is important to us, and our aim is to deliver the best experience and give you the service you expect all day, every day.
We work hard to make sure we get things right, first time, every time. Whether your experience was positive or you’re unhappy about our work or service, we’d like to hear from you. Your feedback is important, so we can quickly put things right for you.
How to get in touch
We prefer to talk to you directly, so we can fully understand your feedback and resolve any issues as quickly as possible.
Call
Billing, payment, or account queries
Call 0345 782 0111
We're available Monday to Friday from 8am to 7pm and Saturday from 8am to 1pm, excluding bank holidays.
Water supply queries
Call 0345 782 0999
We’re available 24 hours a day, 7 days a week, if you need to speak to us about issues such as a loss of water.
Please note, we only provide fresh water services. For sewerage and wastewater queries, please contact your sewerage provider. Find out your sewerage provider at Water UK (opens new window).
Message us on WhatsApp (opens new window), and we'll get back to you within 48 hours.
Talking to you is the best way to resolve any issues. However, if you prefer, you can complete our online form (opens new window).
Further information
For further information, you can read Our Codes of Practice, and our Guaranteed standards of service.
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 (opens new window).
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