Coronavirus: Helping you get your business up and running

[Information updated on 09.07.20 at 12:00pm]

Firstly, we’d like to thank you for your patience. Our phone lines have been extremely busy, which means that wait times are much longer than normal.

If you need a call divert adding to your line or want it removing, no problem, simply click here and follow the onscreen instructions. You’ll really be helping by freeing up the phone lines, so we can help those customers who are vulnerable and need us most right now, so before you call:

  • Ask yourself: Do I need to speak to them today?
  • Think: Could I deal with this myself through Customer Zone?
  • Review: Is the answer already on the website?

Or you can email us instead at

Many businesses are reopening their doors and welcoming back customers, and it’s great to see. There’s lots of things for you to do, so we’ve put together just a few simple hints and tips, which you can view here to help you with just some of the things that you need to remember to do.

Covid-19 Affected Customers

Due to the impact of coronavirus, Covid-19 Affected Customers’* shall not, for a limited period, in relation to bills or invoices for the supply of water and/or waste water services in England and Wales:

(a) Be served disconnection notices for the non-payment of such bills or invoices;
(b) Be subject to default interest or late payment charges for the non-payment of bills or invoices issued from 1 June 2020; and
(c) Be subject to enforcement proceedings for the non-payment of invoices.

* Covid-19 Affected Customer means any customer for whom all of the premises we supply with water services in England and Wales are vacant (i.e. not open or with a decrease of 95% or more in its usual activities due to Covid-19) unless we can prove their ability to pay is unaffected by Covid-19.

A copy of our full terms and conditions, can be found at

The above only applies whilst you are affected by Covid-19. Once you have resumed trading and are no longer set to Temporarily Vacant, you will then be eligible to apply for our Covid-19 Repayment Scheme if you’re struggling to pay your bills as a result of Covid-19. Details of the Scheme can be obtained by calling 0330 159 8099. Please be aware that if you are able to pay your bills on time, you should continue to do so.

Requesting a Covid-19 test

Customers in England and Wales can now call a new three-digit 119 to request a Covid-19 test if they have symptoms and are unable to access the internet. Calls to 119 are free for customers.

For customers in England or Wales with an internet connection and for all customers in Scotland and Northern Ireland, a test can be requested via

Returning to work

There’s so much for you to remember to do when getting ready to open your doors again to your customers. Health and safety checks, risk assessments, cleaning and disinfecting, stock control and deliveries, being COVID-19 secure and returning staff who may have been furloughed. And that’s just a few things, so, we’ve put together some practical guidance on just a few things you need to do to get your business ‘customer ready’, including making sure your water is safe to use, checking your telephone and broadband services are ready to go so you don’t miss out on those vital calls and orders and checking your gas and electricity are working as expected. If you’d like to read more about our useful back to work hints and tips, simply click here.

Financial support

We understand that many of you are still concerned about the financial impact Coronavirus has had on you and your business, that’s why we’ve set out details of just some of the schemes that are available to you, including those announced by the government to help support you through this difficult time, such as the Bounce Back Loan Scheme, CBILS, Job Retention Scheme and the Self-employed Income Support Scheme. More information can be found here.

Thank you for your continued loyalty. Stay safe.

Chris Earle
Chief Executive Officer

We’ve put together some frequently asked questions which you may find helpful.

That’s great news, removing call divert is straightforward, simply click here and following the onscreen instructions and we’ll take care of the rest for you.

Yes of course. Many faults can be resolved by carrying out a few simple equipment checks.  In the first instance follow our handy troubleshooting guide at

If the fault persists, please call one of the team on 0330 159 8099, and we’ll be happy to investigate that for you.

If you have Electricity, Gas or Water services with another provider, we recommend providing regular meter reads.

By providing regular meter reads, your bills will be as accurate as possible and ensures you only pay for what you’ve used.

We’re very sorry to hear that. If you’re a sole trader or partnership, you will not be required to pay an early termination fee when you cease business, if you provide a recently issued letter confirming you have ceased to trade from any of the following: a firm of solicitors/a licensed insolvency practitioner/an accountancy firm, each of which must be registered with their respective regulatory authority. The letter must confirm you have ceased trading in all business capacities in which you were formally engaged.

Paying by direct debit is the easiest way to pay your bills.  If you need to reset your direct debit, simply call 0330 159 8099.

Our Collections team will be happy to discuss payment options with you. If you’d like to talk to one of the team, simply call 0330 159 8099. We’re here Monday to Friday 9am to 6pm.

Did you also know the government has many financial initiatives that you could also explore? More information is available here.

No. Unfortunately you’ll need to call one of our team on 0330 159 8099.