My water supply
Help | no water
Frequently asked questions
Why don't I have any water?
We’re sorry if you have no water.
If we are working on the water network, we’ll always get your water back on as quickly as possible, and most supplies are restored in less than four hours.
If you’re unsure why it’s off, check our steps to identify the issue – it could be a problem with your stop tap or plumbing.
Did you know...We're responsible for making sure you have cold water at the boundary of your property.
If it's only your hot tap that's affected it's likely to be a plumbing issue and we're sorry we can't help with this - you'll need to contact an approved plumber.
If we are working on the water supply network and we can’t restore the water quickly, we will always try to let you know. Some larger mains are more difficult to repair but typically the water will be restored within 12 hours.
If an interruption is likely to be longer than four hours in peak times, we always try to provide an emergency supply - from standpipes, water bowsers or tankers. Under our guaranteed service standards, if we fail to restore the supply within 24 hours we will automatically pay you £20.
If you have an urgent need for water and are unable to get some from a shop, please contact us.
If we’re planning to do some work
Supplies may be interrupted if we’re carrying out routine maintenance work.
For example, we sometimes turn off sections of water pipe at night to identify leaks. This will usually happen between midnight and 6am. These interruptions are typically for less than one hour. As the disruption is short and at night, we won’t normally tell you in advance.
If interruptions to your supply will cause an issue, for example for the operation of kidney dialysis equipment, please let us know by registering for extra help.
We will always try to advise you of any planned work and assist you with any necessary special arrangements.
If we’re planning to interrupt your supply for more than four hours to do essential maintenance work, we will always give you at least 48 hours' written notice. If we fail to give you this notice we will automatically pay you £20.
Why is there no water from the cold tap?
If you have no water from your cold tap, or both the hot and cold tap it could be for a number of reasons.
Follow our simple steps to find out what to do next.
- Find out if the whole property is affected: If it is only certain rooms in your house, such as your bathroom, it is likely to be an issue with your plumbing and you need to contact an approved plumber.
- Check your inside stop tap is open: Your inside stop tap is positioned where the water enters the property. In a house it will usually be under the kitchen sink or in a downstairs toilet.
- Turn on the cold tap nearest to the inside stop tap: Carefully turn the valve anti-clockwise to open and clockwise to close a few times. This should free any airlocks or blockages in the pipes.
- Check with your neighbours: If you still have no water and it may be useful to check with your neighbours to see if someone has turned off your outside stop tap – perhaps to carry out building work, or repair a leak. This is most common terraced properties or flats which may share a water supply pipe.
- Use our live map to search for incidents in your area
If steps 1 to 3 don’t work it’s likely to be because there’s a problem with the water supply. You can check our live map to see if we’re aware of any work in your area.
If you have been unable to find the problem please let us know. We will then be able to investigate your problem and advise you on the next steps.
Let us know the issues you are having with your water supply by reporting a problem.
Why is there no water from the hot tap?
Unfortunately we cannot help you with this and you will need to contact an approved plumber for further advice.
If you have no water from both the hot and cold tap, check our no water advice.
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