What to expect in a water supply or quality incident
We always aim to provide the best possible service for you, but from time to time, there could be an incident involving part of our network that impacts your water supply or causes an interruption.
During an incident, we’ll provide up to date information, as and when it's available, but we know it’s sometimes difficult to know what to do. You can find out below what you can do if there's ever a water supply incident that affects your home.
How you can stay updated
- SMS (text) to all priority services customers (between the hours of 8am and 8pm, Monday to Sunday)
- Website updates
- Social media updates via Facebook and X (formerly known as Twitter)
Depending on the impact of the incident and the area affected, we may provide updates directly to you. We'll usually send you an email or SMS message based on the contact information we have for you, or hand deliver a letter to your door with more information.
To update your contact details online, make sure you've registered for MyAccount. Once logged in, click 'Edit my details', then 'Account information' where you can update your contact details.
You can also update this information by speaking to a member of our team on 01737 772000.
Things you might want to know during an incident:
Priority services customers
If you require additional support during incidents due to a physical or learning disability, illness, age, or other reasons, register for our Priority Service. This free service is designed to assist customers who need extra help.
