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Monday to Thursday 8:30am - 5:00pm
Friday 8:30am - 4:30pm.


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A new or replacement water supply is normally requested when:

  • New premises are being built on vacant land
  • An existing property is demolished and a new property or properties are being constructed
  • There is a need to replace old lead, galvanised and other metallic pipes
  • There is an increase in water usage, which requires a larger sized water connection
  • A property is on existing common supply and requires a separate supply
  • A property is divided into multiple properties

Apply for a connection

Application guide

A step-by-step guide to your water connection

For a quick and easy guide to the connections process please view our 5 steps to connection document.

  • Step 1: Application
    1. Submit your application for a new connection.
    2. We will confirm we have everything needed to answer your enquiry within 5 calendar days of receiving your application.
    3. For further information, please click here

    Please note: If the new connection is for Non-Household premises, a Retailer must be selected by the Developer. View a list of current Retailers.

  • Step 2: Design, survey and cost advice
    1. Using the information provided within your application, we will:
      1. Review and identify the size, material and location of your new or replacement service connection
      2. Provide you with survey drawings confirming the size, material, cost and location of your new or replacement service connection. This may include barrier pipe.
    2. We will send you a cost advice within 28 Calendar Days after receiving the full and complete information. The cost advice issued will be a convertible quote meaning that we will also show costs which would be incurred should you choose to appoint an accredited self-lay provider to complete the works on our behalf
    3. For further information, please click here
  • Step 3: Payment
    1. Once you have confirmed that you wish to proceed and have accepted the appropriate option as per your cost advice, you will be asked to make payment for the option you have selected. Please visit the ‘my payments’ section of our online customer portal
    2. For further information, please click here
  • Step 4: Laying your pipework
    1. When you are ready for your connection please visit the “request for work” section of our online customer portal.
    2. As part of this process you will need to send us photographs of your installation. Details of our requirements can be found here.
    3. For further information, please click here

    Please Note: Services greater than 50mm in outer diameter require disinfection before they can be connected. Please see our “Disinfection of Services” leaflet for more information.

  • Step 5: Completing the connection
    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. Please confirm you're ready for connection.
    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. For further information, please click here

    Please Note: For Non-Household connections 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.

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