Connection

A step-by-step guide to your water connection

We aim to provide you with cost advice within 28 calendar days of receiving your application.

• Application
  

  1. Retailer required

  If premises are non-household select a retailer.

  

  2. Application

  Submit your application.

  

  3. Confirmation

  We confirm we received everything.

  

  4. Design, survey & cost

  We work on the design, survey and cost.

  

  5. Cost advice & proceed

  We send cost advice. Tell us if you want to proceed.

  1. If the new connection is for Non-Household premises, a Retailer must be selected by the Developer. View a list of current Retailers.
  2. Submit your application for a new connection.
  3. We will confirm we have everything needed to answer your enquiry within 5 calendar days of receiving your application.
  4. We will design your connection which may include a site visit by a technician.
  5. We will send you a cost advice within 28 Calendar Days after receiving the full and complete information and you then decide if you wish to proceed with the new connection.
• Payment and request your connection
  

  1. Forms & payment

  To proceed, select your preferred payment method and make the payment.

  

  2. Send photographs

  Send us photographs of your pipework.

  

  3. Confirmation

  We confirm if your installation meets the requirements.

  

  4. Planning team

  Your application is passed to our planning team.

  1. After you have decided to go ahead with a new connection, select your preferred payment method, complete the cost advice and then send them back to us by post or email and make the payment.
  2. When you are ready for your connection send us photographs of your installation to show it meets our requirements.
  3. We will check your installation photographs and confirm your pipework meets our requirements. We will do this within 3 working days of receiving your photographs.
  4. We pass your application to our planning team.
• Planning
  

  1. Application review

  Our planning team checks your installation details.

  

  2. Propose an installation date

  We call you to propose an installation date.

  

  3. Notify your retailer

  Notify retailer of the connection date.

  

  4. Works permit and conditions reviewed

  We review the works permit and conditions.

  

  5. Confirm date

  We will confirm the installation date.

  1. Our planning team checks your application.
  2. Our planner will call you within 5 working days to propose an installation date. The date will be within 21 calendar days if there are no extraordinary conditions (we confirm in writing if your works are considered extraordinary). You can request a later installation date if this suits your build programme (if you do opt for this we confirm the date in writing).
  3. You must notify your Retailer (business customers only) at least 8 Business Days before the expected date of the new connection. Failure to notify the Retailer will mean the physical connection cannot be made by the Wholesaler.
  4. If required, we will apply to the Highways Authority for a Street Works permit and they have 3 Business Days to respond to us. The permit status is confirmed and any conditions are noted. If this affects your installation date we will contact you, otherwise we will confirm your date on our schedule.
• Installation
  

  1. Site visit

  We may visit the site before installation.

  

  2. Team arrives

  Our team arrives on site to start digging.

  

  3. Installation

  Pipes and meters installed, then our team leaves site.

  

  4. Reinstatement

  If required we will return to carry out a reinstatement.

  

  5. Billing & switching

  You will be billed by your retailer.

  1. Our site agents may visit the area before their installation team arrives (you do not have to be present).
  2. On the scheduled day our installation team will arrive to start the work.
  3. Our installation team will complete the installation of our new pipework and connect to yours. They will install the new meters and are required to prove the supply and confirm the postal address. When everything is installed the team will leave site.
  4. If any reinstatement is required this will be completed no more than 3 working days after the installation work.
  5. The Wholesaler shall notify the Market Operator within 5 Business Days of the connection having been made, in accordance with the Market Terms. You will be billed for the water used by your Retailer. Any changes to the ownership or responsibility for payment of water charges should be directed to your chosen Retailer. You are also able to switch your provider of Retail services

• View our forms and guides on our useful information page