Emergencies

If possible, please check with the neighbouring premises to see if they are affected too.

If you are the only one affected, it may be an internal plumbing problem and you should contact a qualified plumber.

If the neighbouring premises are affected too, there may be an issue with our pipework and you should call us on 0345 600 4 600 (24 hours).

Wholesalers (us) and businesses (you) are responsible for different sections of pipework. 

Find out who is responsible for fixing leaks if you think you have spotted one in or around your premises.

White or cloudy water can be caused by air trapped in the supply main.

This can happen if the main has been opened to carry out essential maintenance. Your tap water may have white specs or look milky. This should clear within 24 to 48 hours.

If you are still experiencing problems after two days, please call us on 0345 600 4 600 (24 hours).

If possible, please check with the neighbouring premises to see if they are affected too.

If your premises is the only one affected, it may be an internal plumbing problem and you should contact a qualified plumber.

During cold weather, it is possible that your premises' pipes may have frozen. Find out how to thaw frozen pipes.

If the neighbouring premises are affected too, there may be an issue with our pipework and you should call us on 0345 600 4 600 (24 hours).

If you are experiencing water pressure or flow issues, a pipe may have burst in your premises. You might also notice damp patches on your walls, ceilings or floor.

Here's what you should do if a pipe in your premises has burst:

1. Turn off the water supply at the internal stop tap - this can normally be found where the supply pipe enters the building.
2. Flush your toilets and turn on all your cold taps to drain the water that is left in your pipes.
3. Soak up and collect as much water as possible, while also moving any valuables out of harm's way.
4. If the water has reached your electrics, turn off your power at the mains and do not turn them back on until they have been checked by a qualified electrician.
5. Call a qualified plumber to come and repair the burst.

You might have a frozen pipe if no water or only a trickle comes out of your cold tap when it is turned on. Frost may also be visible on the outside of the affected pipe.

Follow these steps to thaw a frozen pipe:

1. Turn off the water supply at the internal stop tap - this can normally be found where the supply pipe enters the building.
2. Partly turn on any affected taps to relieve the pressure and allow the water to escape once the pipe has thawed.
3. Apply a hot water bottle and warm towels to the frozen pipe. 
4. If you're sure the pipe doesn't have a leak, then turn your water supply back on. 
5. If you think the pipe is leaking, call a qualified plumber before turning your water supply back on.

If your premises has been flooded by sewage, please call us immediately on 0345 600 4 600 (24 hours). 

A team will attend as soon as possible to help you. In the meantime, avoid contact with sewage wherever possible. 

If you think you have a blockage, please call us on 0345 600 4 600.

We will try to find out who is responsible for the sewer. If it is on our pipework, we will attend and clear the blockage free of charge.

If it is your pipework, you will need to contact your retailer or a private contractor.

If you notice any of the following in or near a river or stream, it could be a sign of pollution and you should call us as soon as possible on 0345 600 4 600:

• wet wipes, sanitary products and toilet paper
• human waste
• condoms
• noticeable sewage smells
• dead or gasping fish
• soap suds or foam
• other signs are if the river or stream appears cloudy or milky or there is grey feathery 'sewage fungus' on the bed.

If we receive a report of pollution, we aim to arrive on site within two hours to investigate incidents.

If you do not think the pollution is sewage-related, please call the Environment Agency.

If you have spotted a broken or damaged manhole cover, please call us on 0345 600 4 600.

We will check our records and if it is our responsibility, we will attend and arrange a repair or replacement.