Getting water to your home

Whether you want to install a new water supply or are planning internal plumbing, we can help you every step of the way and make sure you comply with important regulations. You can find out more about ordering a new supply via the leaflet at the bottom of this page.

The water we supply to the boundary of properties is virtually lead free.  However, if your home has lead service pipes or has internal lead plumbing, the water may contain more lead than the drinking water standards allow. 

In most circumstances we own the pipes in the road or pavement. You, or your landlord, are responsible for maintaining all the pipes on your property, including the drive and garden, unless they are covered by our free repair policy. Further information can be found in the lead pipes and replacing your supply pipe leaflets below.  

In most circumstances we own the pipes in the road or pavement. You, or your landlord, are responsible for maintaining all the pipes on your property, including the drive and garden, unless they are covered by our free repair policy.

Further information on pipe ownership can be found in the dealing with leaks leaflet below. 

During planned maintenance work we may need to turn off your water supply and will let you know in writing in advance. During emergency work, such as a burst water main, we will not be able to warn you that your water will be off, but we will do our best to let you know what is happening and, if necessary, we will provide an alternative water supply. Further information on interruptions to supply can be found in the leaflet below.

We are happy for customers or their representatives to operate and/or clean out our stop tap controlling their supply whenever it is possible and safe to do so. If we are required to repair, operate, locate or clean out our stop tap during normal working hours this will be free of charge.  More information about out of normal hours working and charges is set out in the stop valve operations leaflet below.

We will automatically pay you £20 for each day or part day that your water supply is interrupted or cut off because of emergency drought restrictions unless Ofwat (our regulator) believes it could not be avoided.

We will only make one payment for each day your water supply is off. The most we will pay in any one year is the average water bill from the year before for homes, and the actual water bill from the year before for businesses. If your business did not pay water charges during the year before, the most we will pay is £500. Properties that are used for both homes and businesses will be treated as homes for these standards.