Useful Information

Below are a list of links to our online forms and helpful advice.

If you would like any of the information in large print, braille or audio. Please call us on 0345 357 2406 or complete our priority services form.

• Bill and account enquiries
  • Change of details
  • Copy bill request
  • Customer charter (PDF 46KB)
  • Direct Debit application (PDF 1.18MB)
  • Income and expenditure (PDF 7KB)
  • Moving home
  • Notifying us of a bereavement
  • Payment plan request
  • Refund request
  • Replacement payment card
  • Priority Services Registration form (PDF 106KB)
  • Standing Order form (PDF 168KB)

  Complaints

  We know how important it is to have the right level of service and how frustrating it can be to wait for a response to your complaint. This is why we have pledged to get back to all our customers within 2 working days by 2025.

  We’ll keep you updated monthly with our performance as we head towards this target.

  Last month, we got back to our customers within 2 working days.

  Complaints procedure (PDF 206KB)
• Charges

  2023/24

  • Charges Scheme 2023/24

  2022/23

  • Charges Scheme 2022/23
• Struggling to pay
  • Help with payment problems (PDF 290KB)
  • Tips to save water, energy and money (PDF 748KB)
  • Water Direct application (PDF 18KB)
  • Useful tips to keep you safe and save you money PDF 2.5 MB)
• Priority services
  • Priority Services guide (PDF 9.7MB)
  • Priority services registration form
  • Third party consent form (PDF 43KB)
  • Useful tips to keep you safe and save you money PDF 2.5 MB)
• Water supply
  • About your water service (PDF 1.7MB)
  • Help me find my stop tap
  • Replacing your water mains (PDF 452KB)
  • Report faulty equipment (e.g. missing covers)
  • Tips to protect your property from burst pipes (PDF 2.7MB)
  • Water fittings regulations (PDF 598KB)
  • Pressure issue questionnaire
  • Water reuse systems - advice & guidance (PDF 432KB)

  Water quality

  • Water quality contact
  • Water quality report (PDF 1.76MB)
• Leaks
  • Report a leak
  • Leakage Booklet (PDF 968KB)
  • Leakage allowance claim form
  • Leakage allowance claim form (PDF 32KB)
• Metering
  • AMR Meters (PDF 1.64MB)
  • Metering Policy (PDF 648KB)
  • Submit a meter reading
  • Water meter application

We’ll always try and provide you with the best possible service. If we fall short of the standards we set ourselves, we’ll make sure we put it right.

View our Guaranteed Standards (PDF 345KB) >