Information for Customers in Yorkshire Relating to Coronavirus (COVID-19)

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

We offer a 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

What you can do

Contact us if you need support

Contact us if you need support

If you're worried about making payments, please contact our dedicated team on  0345 124 2420  and one of our advisers will be happy to help.  

Submit a meter read

Submit a meter read

Help to keep your bills accurate and ensure you only pay for the water you use by submitting a meter read.

Moving out of your premises?

Moving out of your premises?

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

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

How to get in touch

If you want to speak to one of our friendly advisers then please contact us on 0345 1 24 24 20.

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.

FAQs

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.

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 0345 124 2420 who will be happy to help.

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.

How can I ensure my water quality hasn’t been impacted while my business has remained closed?

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 0345 124 2420 who'll be more than happy to help.

Provided it’s safe to do so, we would encourage you to take a meter read and submit your reading here. This will help to ensure your water bill is accurate and you are only charged for what you use. If you are unable to take a reading, then we will use an estimate until an accurate reading can be taken.