Noticed a problem?

This section explains what to do if you discover a problem, be it on your premises or out and about.

If you spot a leak, you can report it to us online. If you notice a problem with your supply, this section details what we can do to help.

There's also helpful leaflets and guides that can assist you with diagnosing any water supply problem you may have.

To navigate around this section, just select from the links shown to the left.

Chargeable Work - this factsheet gives our terms and conditions for customer works orders.

 


We understand that water may be essential to your business or organisation, but occassionally we have to interrupt supplies, usually for just a few hours.  This may be because of a burst water main, its repair, or while planned improvement works are taking place.

Click here to see where we currently have supply interruptions.

Planned works

We continually analyse data about the performance of our mains network in order to determine where best to carry out water mains replacement works.  This can mean extended periods when our Contractors are working in your area excavating the roads and installing apparatus.  At some stage during these works we will need to interrupt the supply temporarily to connect in the new water mains and abandon the ones being replaced.  Full details of how we carry out our mains replacement works are included in our booklet Keeping your water flowing (pdf).

For planned works, if we need to cut off water for more than four hours we will inform you in writing at least 48 hours in advance.  We will also advise you of:

  • our proposed actions
  • how long you might be without normal service
  • alternative water supplies (if made available)

Unplanned works

If an interruption occurs unexpectedly eg for a burst main, we may not always be able to tell you about it before it happens.  In fact, in many cases it is our customers who advise us when water appears on the surface of a road or footpath. 

When unplanned works are necessary we will do our best to keep you informed of any interruption.  Between the hours of 8am and 8pm, we may use megaphones attached to our vans. 

We have one of the lowest leakage rates, but we need your help to maintain this record.  Please help us by reporting any leak, or suspected leak, using the leak report form.

Spotting a leak is often easy where water is visible, but there are some other signs:

  • Unusually green patches of grass
  • Lower than normal water pressure
  • High water meter readings

More advice and information about leakage can be found below, or please refer to our leakage fact sheet (pdf).

Sudden loss of water pressure is generally caused by a burst pipe or major blockage. Slowly reducing pressure usually means a growing leak or blockage.

Fluctuations in pressure can occur on shared service pipes which supply several properties, particularly if they are deteriorating due to old age. The deeds for your premises should show whether you have a shared service pipe.

We offer a free water pressure checking service during normal working hours. If the low pressure is our responsibility, we will take action. If not, we will advise you what to do. Simply contact our Customer Service Team on 01737 772000 to arrange for one of our Network Inspectors to visit.

Pressure and flow rates can be affected by:

  • The height of the property above the water main, and its height relevant to the local service reservoir
  • The condition, size and length of the service pipe
  • Whether the property shares a service pipe with other properties
  • Peak demand conditions

Find out if we are currently working in your area.

 

Typical water pressure

The Water Industry Act defines the minimum level of service that should be provided for a water supply. For single supplies, we must ensure that we provide a flow rate of 9 litres per minute at a pressure of 10 metres. This flow rate is equivalent to filling a one-gallon bucket in 30 seconds. This level of pressure ensures that the supply can fill a storage tank at second floor roof level.

"