Information for Customers Relating to Coronavirus
Ensuring our employees are safe and maintaining our services to customers
We want to reassure you that we are doing everything we can to keep our colleagues safe and well, whilst maintaining delivery of core services to our customers during this time.
We have put our robust business continuity plans into action and we have a dedicated team in place who will be working safely to ensure we can continue to support our customers.
We are also working closely with our Wholesalers to ensure that their resilience plans are robust and that every step is taken to minimise any risks that may affect the delivery of water and waste water services.
Providing additional support to our customers
We recognise that this is a difficult time for many businesses. We have put in place a number of additional measures to help support those in need. This includes:
- Providing a wide range of flexible payment plans to enable customers to find an option that best works for them.
- Implementing payment support arrangements for those businesses who need it most.
- Offering support to customers who have had to temporarily close their business premises.
- Temporarily suspending all disconnection activity until further notice.
We are also working closely with the Scottish and UK Government, Regulators and our wholesalers to identify further measures to help support customers.
Rest assured that we are here to help and that we will continue to do everything we can to support our customers and colleagues as we all navigate through these unprecedented times. If you want to speak to one of our friendly advisers then please contact us on 0330 123 2000. Please note, if you’re a Yorkshire Water customer, please call us on 0345 1 24 24 20.
Whilst we are providing additional support to those who need it most, our response times in answering calls may take a little longer than usual. Please do bear with us during this time.
Don’t forget you can also get in touch using one of our online channels, including web chat and virtual assistant. Customers with a MyBusinessStream account can continue to use this to access all the usual services including checking your bill, entering meter reads and making a payment. Yorkshire Water Business Customers can keep up to date via the dedicated micro-site here, and you can get in touch using these contact details.
We have included an FAQ section below, that we will continue to keep up to date.
Supporting our charity partners
Finally, as a business we have committed to making a donation to two of our local charity partners, the Scottish Association for Mental Health and Dementia Support, recognising the increased role that both organisations will play helping to support people in need.
We would like to take this opportunity to thank all of our customers for your ongoing support and patience.
Please stay safe and take care.
Moving Out of Your Premises?
Let us know as soon as your move out by using this form
Submit a Meter Read
We know that many businesses will be using significantly less water now than they were previously. Help to keep your bills accurate and ensure you only pay for the water you use by submitting a meter read.
Pay by Direct Debit
Spread the cost of your water bills when you pay by Direct Debit. It’s the simplest way to pay and you’ll be able to make smaller payments which can be easier to manage if you’re having difficulty making payments
Switch to paperless billing, and receive your bills directly into your inbox if you’re not in your premises.
My business has been affected by coronavirus and I’m struggling to pay my water bill. Is there anything you can do to help?
We are closing our premises temporarily during the COVID-19 outbreak. What can you do to ensure I’m not being charged whilst the property is empty? [Sites in England]
We are closing our premises temporarily during the COVID-19 outbreak. What can you do to ensure I’m not being charged whilst the property is empty? [Sites in Scotland]
Although our business is still operating, our water consumption has significantly reduced. What can you do to help us lower our bills?
What happens to my water supply if Business Stream is impacted and cannot continue to operate during this period?
I am expecting someone to come our to read my meter. Will this still happen? If so, then what assurances can you give me that they are taking the right health and safety precautions before attending my site?