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.
How we're helping
Recognising that it has been a difficult time for many businesses, we've put in place a range of support measures, including:
- 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
- No disconnections
We've temporarily suspended all disconnection activity until further notice
We also suspended the fixed 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. This Scheme, and the subsequent COVID-19 Repayment Scheme, have now come to an end but we are able to provide continued support to customers who need help making payments.
What you can do
Call us if you're concerned
If you've been impacted by COVID-19 and 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.
Whilst we're 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. I’m struggling to pay my water bill. What can you do to help?
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?