Information for Customers in England Relating to Coronavirus (Covid-19)
On this page, you’ll find some help and advice on how best to manage your water bills if your site is 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.
Did your business property temporarily close between 16 March and 31 July?
If your business was closed for a period between 16 March 2020 and 31 July 2020 due to Government guidelines then please provide us with an update using this webform.
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, for customers who have had to temporarily close their premises or who have seen a substantial downturn in water consumption across their sites, we are offering 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 and debt recovery activity until further notice
We also suspended the water and waste water charges of those businesses that had to temporarily close between 16 March and 31 July 2020, in line with Government guidelines to reduce the impact of Covid-19, and who saw a significant reduction in their water usage. 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. Our FAQ below provides more information on the Repayment Scheme and details on how to get in touch to discuss the options available to you.
How to get in touch
We are here to help. 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, 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.
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 temporarily closed our premises for a period between 16 March and 31 July due to Government guidelines. What can you do to ensure I wasn’t charged whilst the property was empty?
I have received an e-mail stating that my business has been identified as temporarily closed due to COVID-19, however my business is open and I’m continuing to operate out of my property. What should I do?
My water and waste water charges were suspended while my business was temporarily closed. I re-opened my business property before 31 July 2020, what do I need to do?
We are using significantly less water than we were previously. What can you do to help us lower our bills?
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?