Water

Getting water to your home

Getting water to your home

We make sure that you have enough water for daily use such as drinking washing, cooking, central heating and sanitation. We also make provision for garden watering and car washing.

Raw water is treated through a number of different processes to make sure it is safe for consumption. To demonstrate that the water supply coming into your home is safe, we take thousands of samples for testing. These samples are taken both from taps in customers homes and directly from our underground water mains. Over 100,000 scientific tests are taken each year to ensure that drinking water quality standards are met.

Order a new supply

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.

Lead pipes

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.  

Guidance on who is responsible for the pipework

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. 

Interruptions to supply

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.

Stop valve operations

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.

Emergency drought restrictions

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.

Downloadable content

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    Getting water to your home

    The facts about your water supply.

    PDF1.42mb

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    Our promise to you

    This leaflet details the standards of service we guarantee to provide to you.

    PDF1.01mb

  3. Dealing with leaks

    What to do if you suspect you have a leak

    PDFmb

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    Keeping water in the pipes

    We are constantly focused on reducing leakage and are also investing millions of pounds to upgrade our vast network of pipes.

    PDF0.82mb

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    Protecting you and your home

    From bogus callers by working together with your local police force.

    PDF1.02mb

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    Interruptions to supply

    During planned maintenance work, we may sometimes need to turn off your water supply.

    PDF2.81mb

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    Water quality standards and replacing your lead pipes

    Improving and maintaining the quality of your tap water

    PDF0.38mb

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    Order a new supply

    Planning a new water supply? We are here to help every step of the way.

    PDF0.16mb

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    Guidance on pipe ownership

    Sometimes it is difficult to tell who is responsible for a pipe, but we are always happy to advise you.

    PDF0.07mb

  10. Our code of practice: on pipelaying

    All you need to know.

    PDFmb

Keeping you informed by text

Smartphone  

You can now be informed by text message about water supply events happening in your area. Please make sure your customer contact details are up to date by telephoning us on 0345 717 1100 or by Twitter @nwater_care or via the online link below. Contact us online

The Main Event

The Main Event  

The Main Event started February 2012 and will take up to three years to complete, cleaning 218km of large water pipes improving tap water quality to around 500,000 customers. Find out more

Contact us

Contact us  

We are open to take billing calls 8am-8pm Monday to Friday and 8am-1pm Saturday.

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