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Coronavirus (COVID-19) information for customers in England

This page provides further details on the support we can offer our customers based in England who have been impacted by Covid-19.

Home My Account Account details Information for Customers Relating to Coronavirus (COVID-19)Information for customers in England

How we're helping

We’re continuing to do everything we can to support our customers that have been impacted by the COVID -19 pandemic

More flexibility

A wide range of flexible payment plans

Fewer charges

Ensuring that those who cannot pay, or who may take longer to pay their bills, do not receive late payment charges or interest charges

Dedicated expert team

We're here to help so if you have any questions or concerns then please contact our dedicated team on 0330 123 2002.

What you can do

Contact us if you need support

If you're worried about making payments, please contact our dedicated team on 0330 123 2002 and one of our advisers will be happy to help.

Provide regular meter readings

We know that many businesses will be using significantly less water now than they were previously.

By taking regular meter readings and submitting them here, you can help to ensure your bills are accurate and that you're only charged for the water you use.

Tell us if you're moving out

If you're permanently closing, please let us know as soon as you move out by using this webform.

How to get in touch

We're here to help and we'll continue to keep this page updated. If you want to speak to one of our advisers then please contact us on 0330 123 2000.

Don’t forget you can also get in touch online. Customers with a MyBusinessStream account can also continue to use this to access all the usual services including checking your bill, entering meter reads and making a payment.

FAQs

I’m struggling to pay my bill, what support packages are available?

Both the industry-wide Vacant Relief Scheme (introduced by the water regulator for England, Ofwat), and the COVID-19 Repayment Scheme, have now come to an end, However, we offer a range of flexible payment plans to provide support to customers who need it.

If you're struggling to make payments then please contact our dedicated team on 0330 123 2002 who'll be more than happy to help.

To help to ensure your water bill is accurate and you are only charged for what you use we’d also encourage you to take a meter reading and submit it here. If you are unable to take a reading, then we will use an estimate until an accurate reading can be taken.

Our water consumption has significantly reduced. What can you do to help us lower our bills?

If you’re a metered customer then in order to ensure that your bills reflect your actual consumption, please submit a meter reading (ideally every six months) using our online form. If you have any issues accessing your meter then please contact us on 0330 123 2000 so that we can help.

If you do not have a meter then you may be able to save money by having a meter fitted. Find out more here

I am expecting someone to come out 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.

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

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.

If you are moving out of your property then please complete this webform to let us know your move out date and final meter read. This will help to ensure your final bill reflects your actual consumption and you are only charged for the water that you used.

We’re fully committed to improving our environmental performance and are certified to ISO 14001:2015. You can find out more in our environmental policy.

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