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Wholesale Operational Service Desk
A dedicated, primary point of contact for all Retailer enquires and services.
0345 350 3677
Monday to Friday 8:30am - 5:00pm
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You are here : At Home > Retailers > Help and Guidance > Unplanned event support
If you are contacted by your customer following an unplanned event or incident, we want to try and help you as quickly as possible, so we will need you to answer some simple questions. It will help us to identify the source of the problem and ensure we offer the best solution and the right advice.
Click on the list below for the things we need to know. Questions in bold are particularly important. We will ask you for this information when you contact us, so you may need to talk to your customer first.
Please ask your customer:
Please note: The boundary stop tap might not be directly outside the customer's property
Please note: A supply pipe leak appointment is to inspect only. The supply pipe is primarily the responsibility of the customer and we will not necessarily fix this.
Please ask your customer to try this simple test. Turn off the internal stop tap. Does the disk at the centre of the meter still spin when everything is turned off?
Did you know: The most common cause of internal issues following works is an air lock. Your customer may be able to solve this quickly themselves by turning the internal stop tap off and on again about 5 or 6 times. Remembering to leave the stop tap ¾ of the way open. If your customer or their plumber are willing to try this, it will rule out any airlocks
Registered office: Tamblin Way, Hatfield, Hertfordshire, AL10 9EZ.
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