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?

Moving Out of Your Premises?

Let us know as soon as your move out by using this form

Submit a Meter Read

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

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

eBilling

eBilling

Switch to paperless billing, and receive your bills directly into your inbox if you’re not in your premises.

FAQs

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 understand this is a difficult time for many businesses and we want to help. In addition to providing a range of flexible payment plans, we have also put in place additional measures to support those most in need. If you are struggling to make payments then please contact our dedicated team on 0330 123 2000. Please note, if you’re a Yorkshire Water customer, please call us on 0345 1 24 24 20.

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 appreciate this is a difficult time for businesses and we want to help. If your business has closed then we can mark your property (properties) as temporarily vacant in order to suspend any charges. We are in the process of identifying those businesses that we believe have closed, in line with Government guidelines, so that we can pro-actively stop their water and waste water charges. However, if you haven’t heard from us then please fill out our online form which will ask you to provide details including the date that your business closed and, if safe to do so, an up to date meter reading. Once your business re-opens then please notify us so that we can resume charging. If you require further support at that time then we do offer a range of flexible payment plans and would be happy to find one that works for you.

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]

We appreciate this is a difficult time for businesses and we want to help. We are currently working with the Scottish and UK Government, Regulators and our wholesalers to identify the best ways to support our customers. Please continue to check our website for updates. Currently, the industry-wide guidelines in Scotland still apply. If a business ceases trading, whether temporarily or permanently, charges will continue up to the point that the business no longer has a legal right to occupy the property (e.g. a lease has ended naturally or has been terminated by a landlord). At that point we will issue a final bill which will include charges up to the move out date. After this bill, either the landlord or the property owner will be liable. In order to help limit any additional charges, please do provide us with your move out date and final meter read, if safe to do so.

Although our business is still operating, our water consumption has significantly reduced. What can you do to help us lower our bills?

We understand this will be the case for many businesses. If you are a metered customer then in order to ensure that your bills reflect your actual consumption, please fill in our online form, and where it is safe to do so, submit two meter reads two weeks apart. We will then be able to amend your bill accordingly. If you are unmeasured (don’t use a meter) your charges are based on the rateable value of your property, which means your charges will remain the same.  We are currently working with the Scottish and UK Government, regulators and our wholesalers to identify the best ways to support our customers during this time. Please continue to check our website for updates.

If my business ceases trading will I still receive a water bill?

As members of the UK Water Retail Council, we are working with the Regulators, the UK Government, Wholesalers and other agencies to implement a range of measures to support businesses during this time. We will continue to keep you updated on developments.

Further details on current guidelines are provided below:

Sites in Scotland:

If a business ceases trading and moves out of the property, charges will continue up to the point that the business no longer has a legal right to occupy the property (e.g. a lease has ended naturally or has been terminated by a landlord). At that point we will issue a final bill which will include charges up to the move out date. After this bill, either the landlord or the property owner will be liable. If you are moving out of your property then please do let us know the move out date and final meter read so that we can ensure your final bill reflects your actual consumption. 

Sites in England:

If a business ceases trading and moves out of the property, charges will continue up to the point that the business no longer has a legal right to occupy the property (e.g. a lease has ended naturally or has been terminated by a landlord). At that point we will issue a final bill which will includes charges up to the move out date. Please ensure you advise us if you return to the property so we can reopen your account. If you are moving out of your property then please do let us know the move out date and final meter read so that we can ensure your final bill reflects your actual consumption. 

 

If you are having any issues making payments then we’d be more than happy to help you find a flexible payment plan that will work for you. Please contact one of our friendly advisers on 0330 123 2000 who will be happy to help. Please note, if you’re a Yorkshire Water customer, please call us on 0345 1 24 24 20.

What should I do if I can’t afford to pay my Direct Debit?

We recognise that this is a challenging time for many businesses. If you are having difficulties making payments then please don’t cancel your Direct Debit and instead contact us on 0330 123 2002 so that we can help. We have put in place a range of additional measures to support our customers including flexible payment plans and payment deferral arrangements that you may be eligible for and we would be happy to discuss these with you.

What happens to my water supply if Business Stream is impacted and cannot continue to operate during this period?

Our Business Continuity Plans ensure that our organisation is prepared for a wide variety of incidents and events, including situations where employees are either unable to gain access to our offices, or where a significant number of employees are unable to work. Following Government guidelines, we have implemented our Business Continuity Plans and have a dedicated team in place who will be working safely to ensure we can continue to support our customers during this time.

Will I be able to contact you if your office needs to close?

In line with the Government guidelines and our commitment to do everything we can to keep our employees safe and well, our offices are temporarily closed. We are however continuing to work hard to maintain services for our customers. If you need to speak to one of our advisers then please be assured that we will continue to have a team on hand to deal with customer queries. You can get in touch using one of our online channels, including web chat and virtual assistant. Customers with a MyBusinessStream account can continue 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 will continue to keep these FAQs up to date. Please be assured we are doing everything we can to ensure we are answering customer calls as quickly as possible and providing additional support to those in need.

Where can I find out more and be kept up to date with any developments?

We'll continue to keep these FAQs up to date, please visit this page in the first instance if you have any queries.

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?

The health and safety of our employees and customers is of upmost importance. We are working with our external partners, including meter readers, to ensure they are following Government guidelines and taking extra precautions at this time. If you have any concerns then please do let us know. We will continue to keep this under review and provide any updates on our website.

Will there be any disruption to our water supply during this period?

We are working closely with all our wholesalers to ensure that their resilience plans are strong and that every step is taken to minimise risks that may affect the delivery of water and waste water services. Currently, we are not anticipating any disruption to supply. Water UK, the trade body for the water industry have also stated that it is “confident the water industry will continue to provide clean, safe and reliable drinking water for everyone”. We will continue to liaise with all our wholesalers and should the situation change then the relevant customers will be informed.