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Our responsibilities

By law, we must maintain a level of water pressure in the water mains network which allows water to reach the top floor of your home. This does not apply to any floors of a property that are higher than the reservoir or water tower that supplies the property with water.

We are legally required to supply a minimum water pressure of 7 meters head (0.7 bar) to your boundary stop tap. We use checking devices throughout our mains network to monitor this.

There may be times when we cannot meet the 7 meters head (0.7 bar) target. Most commonly due to high water demand during hot summer months. Sometimes routine work on our water mains network or a burst water main can temporarily reduce pressure, but this should return to normal. Find out if there is any planned work being carried out in your area.

Emergency works

We have to carry out emergency works on occasion and this may affect the pressure to your property for up to 24 hours until the water supply has returned to normal again. Please check our emergency alerts to see if we are working in your area.

Pressure management

We carry out planned pressure management in areas that have high operating pressure, gradually reducing the water pressure over a period of weeks. This additional water pressure puts unnecessary stress on our network and can lead to interruptions to supplies for our customers as well as bursts, road works and traffic problems. It could also affect our customers internal pipes causing leaks and significant damage.
By carefully controlling the water pressure in the area it helps to reduce leakage because the water pipes are under less stress. Our water regulator OFWAT expects us to reduce our company leakage and we have committed to this in our Business Plan. Over the next 5 years we are spending £4 million to better control water pressure in our region.

Pressure management can have an effect on internal plumbing systems (such as Megaflow and combination boilers) which may need resetting to the new pressure provided. You can do this by checking the manual for your appliance or see a water industry approved plumber for advice.

We are legally required to supply a water pressure of 7 meters head (0.7 bar) to your boundary stop tap; if you need more than this you should review what installations are suitable for your property, please note there is no upper limit for water pressure. Before installing any new systems please make sure you check with a water industry approved plumber that it will work efficiently at our minimum target water pressure of 7 meters head (0.7 bar) and a water flow of 9 litres per minute at the boundary stop tap and at your current water pressure.

Frequently asked questions


Here are some of our commonly asked questions

I need help paying my bill

How do I find out about paperless billing?

Can you help people with disabilities?

How can I check the hardness of my water?

How do you calculate my bill?

Can I add or remove someone from my account?

I am moving house, what do I need to do?

Do you offer a discount?

How can I amend or cancel my Direct Debit?

I want to know about leaks

My water tastes different after plumbing work.

Do I need to tell you about any plumbing work?

What fittings are approved to use on the UK Water Supply System?

Should I do anything for my meter installation?

What if I already have a water meter?

Do you need a permission to fit a meter inside a property boundary?

Can I water my garden if I have a meter?

What is the Water Metering Programme?

Will I save on a meter?

I don't want to be billed on my meter, can I choose?

Do I need to do anything before my meter is installed?

How do I switch to a metered bill after a compulsory meter is installed?

Do you need access to my property to fit a meter?

Can I change back to an non metered bill?

What happens if a meter cannot be fitted?

What will my first metered bill look like?

When I switch when will I receive my first metered bill?

Where will you be installing meters and when?

Who is paying for metering customer properties?

Why are you introducing compulsory meters?

Why aren't all customers on meters?

Why is it some properties can not be metered?

Will all homes be metered?

Will fitting meters cause any disruption?

Will you adhere to all Coronavirus precautions?

Will you fit meters to all properties in a road on the same day?

Do I need to do anything after my meter has been installed?

Do I have to have a meter?

Where is my meter?

I need a plumber

Can I work on water pipes?

Do I get a reduction if I have a soakaway?

Do I have to pay a bill for a empty home?

I need to find my external stoptap

What is Rateable Value?

Letting us know if something goes wrong

How can I find out who is my water company?

I need to talk to someone about my drains, waste water or sewerage

Can I have a meter?

I would like to find out more about lead. Can you help?

How do I apply for a meter?

How often am I billed?

I want to replace my mains water pipe

Who is responsible for the pipes in my home?

Can I have a meter if I live in a flat?

I can't have a meter, what happens now?

Can I have my meter moved to a different place?

Can you tell me about oestrogen in water?

My meter has been fitted, what happens next?

Can I get a copy of my bill?

Can I have a summary of charges?

My water is due to go off, but I can't manage without water.

How do I deal with frozen pipes?

How can I change my details?

Can I take my own meter readings?

The account holder has passed away

I have applied for a meter, what happens next?

My meter is fogged.

What are Assessed Charges?

I have a meter, how often will I be billed?

Where can I find my customer number?

Are you charging me for sewerage?

More about rateable value

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