Interruptions to your water supply

We aim to supply adequate, continuous supplies of safe drinking water to each customer connected to our distribution system.

Sometimes we may have to turn off your water supply to carry out essential maintenance work. If the interruption is expected to last longer than 4 hours, we will give you at least 48 hours written notice, letting you know the date, time and how long the interruption is expected to last.

Occasionally a burst main, pump failure or electricity supply problem can disrupt the service. We may not be able to give you advance notice if we need to interrupt your supply because of an unforeseen incident, but we’ll restore supplies as quickly as we can. Where local mains have failed we aim to restore supplies within 12 hours. Repairs to our strategic mains may take longer; we aim to restore supplies within 48 hours in this case. Strategic mains are major pipes which link water reservoirs to local distribution systems.

If you require information about the nature of an unplanned interruption, you can call Waterline 0845 744 0088 for information on the cause of the interruption, and the time by which we propose to restore the supply.

Where we interrupt your supply for planned or unplanned work for more than 24 hours, we will provide alternative supplies to all affected customers.

As part of our regular programme for checking for leaks, we sometimes turn off sections of the water mains network. We try to do this overnight to cause minimum disruption. Because the interruption usually lasts less than four hours, we do not normally inform our customers. However, if such an interruption is likely to cause you difficulties, please let us know so we can note this on our records. We will then let you know in advance if any work of this nature is planned.

We would urge any commercial undertaking that relies on the water supply to carry out its business, to consider installing water storage to alleviate the reliance on an uninterrupted supply. We do not pay compensation for planned or emergency work. However, we do try to minimise the inconvenience to business.

 

Contact Information
Waterline 0845 744 0088
(Lines open 24 hours 7 days
a week)
Contact us to provide restoration information on unplanned interruption to water supply.