Information for Customers in England Relating to Coronavirus (Covid-19)
This page provides further details on the support we can offer our customers based in England who have been impacted by Covid-19.
Moving out of your premises?
If you are permanently closing, please let us know as soon as you move out by using this webform.
Help to ensure your water bill is accurate
We know that many businesses will be using significantly less water now than they were previously.
By taking a meter read and submitting the read here you can help to ensure your bills are accurate and that you are only charged for the water you use.
COVID-19 affected customers
Recognising that this is a difficult time for many businesses, we have put in place a range of support measures, including:
- A wide range of flexible payment plans
- Ensuring that those who cannot pay, or who may take longer to pay their bills, do not receive late payment charges or interest charges
- Temporarily suspending all disconnection activity until further notice
We also suspended the fixed water and waste water charges of those businesses that had to temporarily close, in line with Government guidelines to reduce the impact of COVID-19. The Scheme was available to businesses who closed their business property between 16 March and 31 July 2020 and who saw their water consumption reduce by 95% or more. Please note this Scheme has now come to an end but we are able to provide continued support to customers who need help making payments. For those businesses who have been impacted by COVID-19 and are worried about making payments, we are offering a COVID-19 Repayment Scheme (please see relevant FAQ below for further details).
How to get in touch
We are here to help and we will continue to keep this page updated. If you want to speak to one of our advisers then please contact us on 0330 123 2000.
Whilst we are providing additional support to those who need it most, there may be periods when our response times in answering calls might take a little longer than usual. Please do bear with us during this time.
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.
My business is continuing to be affected by COVID-19 and the restriction measures in place and I’m struggling to pay my water bill. Is there anything you can do to help?
I temporarily closed my business property due to COVID-19 and my property is still closed. What will happen to my charges now that the Scheme has ended?
We are using significantly less water than we were previously. What can you do to help us lower our bills?
We temporarily closed our premises for a period between 16 March 2020 and 31 July 2020 due to Government guidelines. What can you do to ensure I wasn’t charged whilst the property was empty?
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?