We're glad to have you as a new customer.
Moving home can be a busy time, so we’ve put together this simple checklist to help you get set up with your water.
1. Tell us your new address
If you haven’t already, please tell us your new address. You can do this quickly and easily using our online form below.
While you’re there, you can also set up your online account. This lets you manage your account, view your bills and make payments online – all in one place.
2. Set up your Direct Debit
More than 80% of our customers pay by Direct Debit, and it’s the easiest way to pay.
You can choose which day of the month you want the money to come out of your account, and we’ll make sure you’re paying the right amount each month.
You’ll be asked to set this up when you tell us your new address using the link above.
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3. Plan for the worst
We hope you never have any problems with your water supply, but it’s always good to be prepared.
You can sign up for free alerts about any planned or unplanned interruptions to your water supply. We’ll send you a text or email, whichever you prefer. You can sign up below.
It’s also a good idea to find your stop tap, usually under the kitchen sink or in the cupboard under the stairs. This is what you use to turn off your water supply in an emergency, like if a pipe bursts.
If you ever need a plumber in your area, you can visit: Find an approved plumber to locate a trustworthy, accredited water contractor suitable for your needs.
4.Configure your washing machine / dishwasher
Most of the water we supply is ‘hard’ water, as it comes from underground chalk aquifers with high levels of calcium.
If you need to configure your washing machine or dishwasher in your new home, you can find out the exact hardness of your water by logging into your online account below.
For a behind the scenes look at how we treat your water, click here.
5. Make a note of our contact numbers
Here are our contact numbers for any questions or problems you might haveWater supply/Engineering helpline: 0333 000 0002 (Monday to Friday, 8am - 7pm; Saturdays, 8am - 1pm) Out of hours emergencies: 0333 000 0365 (24 hours a day, seven days a week)
Billing / Account helpline:
0333 000 0001(opens in a new tab) (Monday to Friday, 8am - 7pm; Saturdays 8am - 1pm)
Water supply / Engineering helpline
0333 000 0002(opens in a new tab) (Monday to Friday, 8am - 7pm; Saturdays 8am - 1pm)
Out of hours emergencies:
0333 000 0365(opens in a new tab) (24 hours a day, seven days a week)
6. Bag yourself some freebies
We offer a range of free water-saving gadgets to help you save water, energy and money. You can order these here below.
Need a bit of extra support?
We’re committed to supporting all of our customers, and we offer extra help to those who need it.
Our Priority Services Register is a free service for customers who are deaf, blind, disabled or have a long-term illness.
We can offer support like easy-to-read bills, large print bills, and priority access to bottled water in the event of a supply interruption.
To find out more or register as a priority customer, click on the link below.
Good to know
• We only manage the supply of drinking water to your property. While we bill you for wastewater services, these are actually provided by either Thames Water or Southern Water.
- To find out which one, pop your postcode into Water UK's website here(opens in a new tab).
• If your property has a water meter (and 90% of properties in our area do), we’ll take a meter reading every six months. There's no need for you to submit a meter reading online (although you can here (opens in a new tab)if you want to).
• If you’d like to know more about how your bill is calculated or how much your water costs, please see our FAQs page here.