Customer Information

This is your one-stop-shop for all your essential customer information and policies.

Here you will find our:

Codes of practice

Our Codes of Practice describe the services we provide, what your rights are as a household customer and what to do if things go wrong. The Codes have been produced in consultation with the Consumer Council for Water (CCW).

From time to time we’ll revise the Codes and update them to include our improvements in services to you. Nothing in our Codes of Practice affects your rights under the Law, nor is it a contract between the Company and you.  

If you have an emergency water or waste issue, you can report your problem. However, if you have an ongoing water or waste issue and wish to write in about this, you should contact your retailer directly. We’ll be contacted by them if they require any assistance from us.

If you do not know who your retailer is, you can visit the Open Water website, where you’ll be able to find all the information about the retail market. 

Customer policies

Our customer policies set out the principles that we follow to make sure we provide the best possible service to our customers. They outline the standards and expectations for how we will interact with and support you.

These policies cover your home, bills, and payments, as well as your water supply and waste services. If you want more information about any or our specific services, feel free to get in touch with our team and we'll be happy to help.

Your home, bills, and payments

Your water supply and waste services

Contact our team

If you need any additional information or support, our teams are available to help.

Our bills, payments, and water meters teams are available Monday to Friday: 8am to 6pm. Most Bank Holidays: 9am to 5pm.

Our emergencies and supply issues team are Available 24 hours a day, 7 days a week.