Welcome to the Water Supply and Maintenance FAQs. This section provides essential guidance on managing your water supply, handling emergencies, and maintaining your water systems. From detecting leaks on your premises to properly disposing of fats, oils, and greases (FOG) to prevent sewer blockages, these FAQs offer practical advice and help ensure smooth business operations.
Explore the topics below to better manage your water supply, and if you need additional support, our customer service team is ready to help you.
Signs of a leak on your underground water supply pipe may go unnoticed for a significant period, resulting in unexpectedly high-water bills. Key signs of a potential leak include:
- Unexplained water bills: Consistent consumption but unusually high bills.
- High meter read / spinning meter: Meter continues to spin even when no water is being used.
- Visible water / puddles: Wet areas or puddles around your premises, especially in car parks.
- Low water pressure: A significant drop in pressure could indicate a leak.
- Water sounds: Bubbling, whistling, or clanking sounds from toilets, sinks, or pipes.
Before contacting a professional, carry out a stop tap test to determine if the issue is isolated to your property or if it’s a larger supply problem.
A reliable water supply is crucial for business operations. Common causes of water supply issues include:
- Emergency repair on a burst main: Sudden disruptions due to urgent repairs.
- Planned work with prior notice: Scheduled interruptions for maintenance or upgrades.
- Airlock in your system after work: Temporary loss of water due to air trapped in pipes.
- Joint supply work by neighbour: Maintenance by neighbours can impact shared water supplies.
Check with your neighbours to determine if the issue is widespread. If it is, contact your wholesaler immediately.
In a water or sewerage emergency, contact your wholesaler directly. Situations that require immediate attention include:
- Burst or leak outside your premises
- Loss of water supply
- Unusual smell, colour, or taste in your water
- Low water pressure
- Sewer flooding or blockages
- Trade effluent compliance issue.
For non-emergency issues such as billing or meter concerns, contact us directly for help.
Before applying for a meter repair or replacement, ensure that the meter is genuinely faulty. There is no charge for replacing a faulty or damaged meter, but if no fault is found, an administration fee may apply. Common issues include:
- Condensation: Often removed by pouring warm water over the meter
- Water in the meter pit: Usually caused by rainwater runoff, but if you see bubbles or the pit refills during dry weather, there may be a leak. In this case, please contact your water wholesaler’s emergency line.
We can only accept meter requests from the property owner. If you’re not the owner or landlord of the property, you will need to speak to your landlord to raise this request. If they agree to make the application, please sign and return a letter of authority to grant permission for them to do so. Your landlord will be unable to apply until this has been returned.
Apply for a meter repair / replacement
What happens next
- We will review your completed application before submitting it to your water wholesaler on your behalf. If for any reason, we cannot submit the application or require further information, we will contact you.
- Any decision is solely at the discretion of the wholesaler.
- You will be contact via telephone to arrange any site visits, typically within the first 30 days after your form is submitted. Please ensure you include a telephone number on your application
- If your meter is replaced, we will receive notification of the closing reading of the replaced meter, the opening reading of the new meter, and the new meter details from your water wholesaler. Your account will be updated at this point, but you will continue to receive bills in line with your current schedule for meter readings.
Your water supply involves several key components:
- Service pipe: The small pipe connecting the wholesaler’s water main to your premises.
- Communication pipe: The section from the main to the street boundary owned by the wholesaler.
- Supply pipe: The underground portion from the boundary to your premises, typically your responsibility.
Even if the supply pipe passes through land or property you don’t own, you’re responsible for its maintenance and repairs. Contact us if you have further questions about your responsibilities.
To ensure an accurate bill, submit your actual meter reading through the following options:
- Submit your meter reading through MyAccount: If you’re registered, log in to MyAccount to easily submit your actual meter reading. This will help us calculate your bill based on your real usage.
- Use our online form: If you prefer not to register, you can still submit your meter reading using our online form. This option allows you to provide an accurate reading without needing to log in, ensuring your bill is as accurate as possible.
Using either option helps ensure your bill reflects your actual water usage, avoiding potential discrepancies.
For safety, only access meters if it’s safe to do so, particularly those located in the road, under heavy manholes, or within metering chambers. Contact our customer service team at 0330 123 0205 if you have concerns about accessing your meter.
FOG (Fats, Oils, and Greases) found in commercial kitchens can cause severe sewer problems if not disposed of properly. Businesses like restaurants and caterers are legally required to manage FOG to prevent the formation of fatbergs – large clumps of solidified fat, which can clog sewers and cause extensive damage.
To manage FOG effectively and prevent sewer blockages:
- Dispose of cooled FOG in a container through registered waste collection services.
- Wipe excess fats with a paper towel or cloth before washing up
- Use sink strainers to capture food scraps
- Install grease traps to collect FOG before it reaches the sewer.
Tips:
- Find local waste operators: Use Defra’s register for waste operators in your area
- Consult local authorities: Ask for advice on waste collection options
- Ensure compliance: Choose licenced waste carriers and obtain a waste transfer note
- Bag grease trap waste: Securely bag and take it to a local collection facility
- Explore anaerobic digestion: Contact facilities for FOG disposal
- Train staff: Educate on proper FOG handling
- Monitor and improve: Regularly assess and improve waste disposal practices
- Promote sustainability: Encourage eco-friendly products to reduce FOG generation.
Proper FOG management is essential for compliance with environmental regulations and maintaining efficient operations.
