Moving day checklist

If you ever have a leak, you need to be able to turn off your water supply with the internal stop tap. Most stop taps are under the kitchen sink or in the bathroom.

Check your stop tap works by turning your cold tap on, and turning your stop tap to the off position. Your cold tap should stop running. If this doesn't happen, it is important to get the stop tap fixed. 

Contact a WaterSafe approved plumber (opens new window).

In properties older than 1970, you may notice the stop tap is on a dull grey metal pipe. This is probably lead, and we recommend you consider replacing this pipe work. When using water from lead pipes for drinking or cooking, run the cold tap for a few seconds to clear any old water away. 

If you're not sure about the amount of lead in your tap water, we'll test a sample of your water for free.

Call us on 0345 717 1100 to book a free water test.

We get lots of questions about the taste and smell of water from new home owners.

Often, it's because the water supplied to your old home is from a different source than the water in your new home.

This can mean you notice a difference in taste or smell, but it is nothing to worry about.

Our water is treated to the highest standard, so we can supply you with clean, clear and great tasting water.

If your new property was empty for a while, there may be “old water” standing in the pipes. Simply run the cold taps to get rid of the old water.

Find out about tastes and smells in your tap water.

Telling us you've moved is easy online.

Fill in our moving home form, it takes less than five minutes.

It only takes a few minutes to create an online account.

You can make payments, set up a Direct Debit, give meter readings, check your balance, view your bills, submit meter readings, track your usage and more.

Create your online account today. 

If your home has a water meter, don't forget to give us a reading.

You can sign in to your online account or use our free app to give us a meter reading.

Our app is available on the App Store (opens new window) and Google Play (opens new window). 

You can also call our free, 24 hour meter reading line on 0800 032 3416.

If you're unable to read your meter, due to mobility issues, ill health, or if the meter is difficult to access, we can arrange to read it for you. Call us on 0345 717 1100.

Please note, we require five working days notice before your home move to give us time to get the reading for you.

Every customer matters, and we want to provide the best service we can.

Priority Services

Our free Priority Services include:

• bills in Braille, large format or audio CD
• water delivered to you if supply is interrupted
• British sign language interpretation
• password schemes, to protect you from bogus callers
• nominated contacts, so your trusted friend, family member or caregiver can manage your account for you, and
• language translation services, if English isn't your first language.

Sign up for Priority Services

Financial support

If you're struggling to pay your bills and falling into debt, there are many ways we can help you.

We offer a range of financial support schemes from low income discounts, a bill cap scheme to payment plans.

Use our eligibility checker to find out how we can help you and which scheme you may be eligible for.

We work every day of the year to keep our water and sewerage pipes flowing.

Occasionally things can go wrong, and we want to keep you informed and updated during planned work or an emergency.

Log in to your online account and check your contact details are correct. 

You can also follow us for updates on X (opens new window) and Facebook (opens new window).