This help centre is here to answer some questions we've had from our customers and communities.
We have fewer colleagues to speak with you due to coronavirus. This is impacting our call wait times and it will take longer to answer your call.
Please only call us if you have an urgent issue with your water services.
You can use our website to:
It's quick and easy to create an online account at www.eswater.co.uk/register
We're here to help all our customers who need it.
If you're struggling to pay your bill, we can help. We have lots of financial help schemes, from discounts to bill caps. We know everyone's situation is different, so please get in touch to talk about what we can do for you.
You can apply for a payment break online. The form is very simple and we will try to get back to your application within 10 working days. Please note, we are very busy helping lots of customers who have been affected by COVID-19, so we may take longer to respond.
We also offer extra support, with our Priority Services. They're free to all our customers who need them.
If you have received a shielding letter from your GP in regards to protecting yourself from COVID-19, we strongly recommend you sign up to Priority Services, so we can assist you as much as we can.
Even if you don't need these services, you may know someone who does. There's no need to call, it's easy to sign up online.
As you may already know, we cancelled non-essential appointments and activities, such as meter readings and replacements, to do our part and protect our teams and customers.
We’ve started to put new processes in place so we can pick back up where we left off, and continue to keep our key workers and customers safe. We’re following government guidelines, and making sure our teams are confident that they are able to work safely.
This means you may see our teams out and about more.
We appreciate the support shown to all key workers, including our teams, so when you do see us, give a wave – from a 2 metre distance, of course!
Please be aware, we’re restarting our activities slowly. If you have had a cancelled appointment, please be patient. We will be in touch with you when we’re sure we can work safely.
We know that the COVID19 virus cannot be transferred via water. So there is no risk to our customers and your drinking water. We are confident that any trace of the virus would be eliminated very effectively by water treatment, especially chlorination.
And any virus present in sewage would be substantially removed by wastewater treatment and undergo deterioration and loss of infectivity in the environment.
No, there's no chance we will run out of water. Please remember to put your safety and hygiene first.
There are ways we can still save water during this time. When washing your hands, turn the tap off, before using the water to rinse.
If you're working from home, only fill the kettle as much as you need for your cups of tea. This will save water and save energy!
Use your favourite song to keep time in the shower.
Use any water-fed appliances like dishwashers and washing machines on the eco setting.
All these tips will help keep bills and wasted water down.
No, we have a large, skilled team. They're working even harder to make sure you continue to get your water and sewerage services.
We're taking extra precautions by training more staff and putting restrictions in place on home visits to help keep everyone healthy.
We are still working very hard behind the scenes to try and keep in touch with our customers as much as we can. However, we are adapting to working in alternative ways and as a result our service offering to you may look different and feel different. It also may take us longer than normal to respond. We are sincerely sorry for this. But, we hope that you understand that our staff’s health and safety is first and foremost at the current time.
We are aware that some of our Developer Services customers have their development sites operating and an increasing number are looking to return to work and re-open sites. We are currently developing our plan to resume our water service laying activities from the 4th May 2020. We are still reviewing our water mains laying capability and some of the other services we normally provide. We will keep you updated on our progress on the webpages as things develop and change. The safety of our employees and others whilst on site is our priority and we need to ensure we continue to follow Government advice. Thank you for your continued patience whilst we work through our next steps for our other services’.
Customers requiring new water service connections should contact us using the relevant email address below.
For any design and pricing questions or general queries please continue to email us in the first instance and we will reply back via email. However, it may take us up to 10 working days to respond, but please remember, we’re trying to help many customers so we may take slightly longer to reply.
Due to us home working, we would ask that you don’t send us written correspondence in the post at the moment or send us any payments via cheque.
Further information can be found within our Developers section.
We understand that the advice to isolate has caused a lot of disruption.
If you are struggling to pay your bill, for any reason, please let us know.
We have lots of ways we can help, from discounts to bill limits.
Find out more at www.eswater.co.uk/bill-help.
If you have a water meter, your bill may go up slightly.
The increase will be very small, so please remember your hygiene and safety comes first.
No, at times like these, hygiene is more important than ever. If you're struggling to pay your bill, please talk to us, by Facebook Messenger or calling 0345 782 0111. We will do everything we can to support you.
It's quick and easy to tell us you're moving home online. Click here to get started!
Our contact centres are really busy, so please only contact us if you have an urgent issue with your water services.
Use our website to:
Yes, but you must be authorised on the account. To make sure you're authorised, please use Facebook Messenger, or call 0345 782 0111. Please be aware, our advisors are very busy at this time, and there may be a queue.
As an authorised person on the business account, you can create an online account with your own personal information. This means once you're logged in, you can see all the accounts you manage in one place.
Please note, you can only manage 10 customer accounts online.