Customer care

We value your feedback

Every customer is important to us, and our aim is to deliver the best experience and give you the service you expect all day, every day.

We work hard to make sure we get things right, first time, every time. Whether your experience was positive or you’re unhappy about our work or service, we’d like to hear from you. Your feedback is important, so we can quickly put things right for you.

How to get in touch

We prefer to talk to you directly, so we can fully understand your feedback and resolve any issues as quickly as possible.

The easiest way to contact us is by sending a message by WhatsApp or Live Chat or calling us.

WhatsApp

Send us a message on WhatsApp (opens new window) with your feedback, and we'll take care of it while you go about your day.

We’re available Monday to Friday, from 9am to 5pm. You can message us outside these hours, and we’ll respond the next day if it’s after 5pm.

Live Chat

Just click the blue circle to start a conversation.

We’re available Monday to Friday from 9am to 5pm.

Call

Billing, payment, or account queries

Call 0345 733 5566.

We're available Monday to Friday from 8am to 7pm and Saturday from 8am to 1pm, excluding bank holidays.

Water or wastewater queries

Call 0345 717 1100.

We’re available 24 hours a day, 7 days a week, if you need to speak to us about issues such as a loss of water or sewer flooding.

For other questions or feedback that don't require immediate attention, you can still use this number. Your details will be recorded, and if we can't answer during the call, you'll receive a response within five working days.

Online form

Talking to you is the best way to resolve any issues. However, if you prefer, you can complete our online form (opens new window).

Further information

For further information, you can read our Codes of Practice, and Guaranteed Standards of Service.

If you're unhappy with our response, or if you don't want to wait beyond eight weeks we'll tell you how you can contact the Consumer Council for Water (CCW) - the voice for water consumers.

You can visit their website at www.ccw.org.uk (opens new window).