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.
Businesses who are closing due to COVID-19
If your business was mandated to close from the 23rd of March 2020 due to the impacts of COVID-19, as per the government’s instructions, we can make sure you don't incur certain charges while your premises are closed. You can use this link to let us know the details of your situation.
If your supply is metered: Your supply will remain in place and you will be billed for any water used during this period (as we appreciate you may use a small amount for cleaning or other activities), however, we won’t need to bill you any standing charges during this time.
If your supply is unmetered: Your supply will remain in place and you will not be billed any charges during this time.
Please note you will be required to provide evidence of your closure if requested and failing to provide this will result in us being unable to remove your standing charges for this period.
For the majority of our customers, we bill for water services already used and based on actual meter readings (we are currently estimating readings for internal meters due to the lockdown measures). A small proportion of customers are billed on a fixed charge in advance for the financial year.
Please arrange payment of your bill as usual. Our ways to pay can be found here.
We appreciate COVID-19 may impact our customers financially, so you can arrange to pay your balance over 12 months and cover your ongoing water use, with a monthly Direct Debit. To set this up, please complete our online form here.
To further support you during this time, we have also put in place further temporary measures. During this limited period;
- We will no longer send disconnection notices
- We will no longer ask for payment of interest
- We will no longer add non-payment charges
- We will no longer carry out any enforcement action due to non-payment
We will continue to send reminders for payments 14 days after your bill has been sent.
Reviewing our contingency plans and working with the market
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.
Accessing your bill
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 email@example.com
Working closely with our customers
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.
Guidance for our employees
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.