This help centre is here to answer some questions we've had from our customers and communities.
Our contact centres are much busier than usual. Please help us support our advisors by only calling 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.
Like everyone else, we’ve been advised to stop non-essential contact with other members of the public where possible.
This means appointments and events are being rearranged, and we might need to ask you a few more questions than usual if we’re carrying out home visits.
If we have not been in touch with you yet, and you feel unwell or would prefer to rearrange, please call us on 0345 782 0999 or send us a Facebook Message.
Our top priority is keeping our teams, customers and communities safe. Thanks for your patience.
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.
Essex & Suffolk Water have also taken the decision to suspend all mains laying and service connection activity including meter fitting on sites. We appreciate that this will be disappointing news for some customers but we are keeping things under constant review and will provide an update when this situation changes.
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.