Find out more about the latest actions we’re taking to limit the impact of Coronavirus (COVID-19) on the service we deliver to our customers.
We wanted to update you on the actions we are taking to mitigate the impact of COVID-19 on our teams and the service we deliver to our customers.
Like most businesses and suppliers, we are carefully monitoring the situation and are following all government advice on COVID-19. Our number one priority remains the safety and wellbeing of our team, the continuation of our dedicated customer service and the continuity of water retail services.
We're reviewing our contingency plans on a very regular basis in line with the latest advice and recommendations from the Government, Public Health England and Health Protection Scotland. We are also communicating regularly with DEFRA, Ofwat, MOSL, water wholesalers, suppliers and other water retailers to help form a uniform and well organised approach throughout the industry.
For customers who receive a bill through the post, if you are having to close your business due to the impacts of COVID-19 we can arrange for you to have access to our online portal. This will ensure you can download your bills online. You can request a registration code by contacting our team at
We realise this may be an uncertain time for customers and we aim to work with them on a case by case basis to resolve any concerns. All of our communications channels are currently open, so whether you need to speak to us, or email us, the team are available. If you need to let us know of any additional contacts for your organisation then please do.
We've given guidance to our employees regarding options for home working and are encouraging them to minimise their travel plans, and use alternative arrangements including using Skype, video or teleconferencing in place of meetings and visits.
We will continue to review our actions in line with the latest Government and NHS advice and will provide regular updates either on our website or via social media, on any changes that may affect you or the services we provide.
For any of our customers who have been forced to close due to the impacts of COVID-19 and you will therefore not be using any water. We can issue you a bill up to the point of closure and stop any estimated bills being issued until you reopen. This means you will only pay for what you've used and when you are then able to return to your business, we can resume normal charging. In order to do this, we need you take a meter reading (if applicable) and then please use this
to let us know the details of your situation. We will then record your reading, issue a bill up to that read, and then resume your billing when your business reopens.