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.

Call

Billing, payment, or account queries

Call 0345 733 5566.

Over the Christmas and New Year period, we're available 9am to 1pm on both Christmas Eve and New Year's Eve, and 9am to 5pm on all other weekdays. We're closed on weekends and on all bank holidays. We’ll return to our normal hours on Thursday 2 January 2025.

Water or wastewater queries

Call 0345 717 1100.

If you need critical help with any water or sewerage issues, please stay on the line to speak to a member of our emergency team. If your call isn’t urgent, we are closed over the holiday period. We’ll be back to our normal hours from Thursday 2 January 2025.

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).