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Report a problem
Please follow the simple step-by-step process below to report a problem and weâll do our best to help as soon as possible.
What is your issue?
Step 1 of 3
1
What best describes your issue?
Water leak
Water supply
Pollution
My water tastes, smells or looks unusual
A manhole, cover or lid
Drainage or flooding
Other
Where is the leak?
Inside my home or business
In a public place
Outside but within my property boundary
Contact a plumber
If the leak is inside your home or business, you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
Emergency plumbing
Underground plumbing
Sanitation
Leak detection
Commercial plumbing
Water services (groundworkers, catering installers, point of use installers).
If you have a leak in your home
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
Search for a plumber
You may also be interested in...
Please describe the leak
Damp patch or static water
Water bubbling, trickling, or seeping from the ground
Water is flowing quickly across the ground or is creating a large pool
A burst, water is spraying from the ground
Damp patch or static water
If you see a small trickle of water or a damp patch in a public place that isnât from recent rainfall, please use the form below to get in touch. Please be as detailed as you can about the location of the leak so that our team can find and fix it as soon as possible.
Water bubbling, trickling or seeping from the groundÂ
If the leak looks like itâs bubbling up from the ground and/or is forming a small puddle, you can use the contact form below to report it to us. When filling out the form, please be as specific as you can about the location so that we can find and fix the leak.
Water is flowing quickly across the ground or is creating a large pool
If you see water flowing quickly across the ground or creating a large pool, please notify us as soon as possible so that we can quickly respond to the situation. You can do so by calling 0800 820 999 or speaking to us through our Live chat feature.
A burst, water is spraying from the ground
If you see that a pipe has burst and water is spraying from the ground, weâd really appreciate it if you notify us as soon as possible so that we can respond quickly. Please call us on 0800 820 999 or get in touch via our Live chat.
Is the leak on your water meter?
Yes
No
If the leak is on your water meter, please describe what you can see
Trickling or damp patch
Small puddle or water bubbling from the ground
Water is flowing quickly across the ground or is creating a large pool
A burst, water is spraying from the ground
Water Leak: Trickling or damp patch
Step 1: About the leak
Tell us about your leak.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Step 1: About the leak
Tell us about your leak.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Water Leak: Small puddle or water bubbling from the ground
Step 1: About the leak
Tell us about your leak.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Step 1: About the leak
Tell us about your leak.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Water is flowing quickly across the ground or is creating a large pool
A burst, water is spraying from the ground
Please tell us more
Please describe your water supply issue
Low pressure
High pressure
No water
Cloudy water
Stop tap
What to do if you have a problem with water pressure
Try these simple steps if youâre experiencing low water pressure in your home.
1
of
6
Ask your neighbour
Check if your neighbour has low water pressure too. If they have, it could be a wider supply problem. If not, itâs likely to be an issue inside your home.
2
of
6
Check for live updates
Check our interactive map to see if thereâs anything happening near you that might affect the water pressure in your area.
Works or issues in my area
3
of
6
Try a quick flow test
First, turn off all taps and appliances. Fill a 1-litre jug or bottle with water from your cold kitchen tap. If it fills in under 7 seconds, your flow is fine. If it takes longer, your water pressure might be low.
4
of
6
Carry out a tap test
Turn your internal stop tap off counting the number of turns it takes. Then run a nearby tap until the water stops. Turn the stop tap back on using the same number of turns. Repeat this a few times to see if your water pressure improves.
Where's my stop tap?
5
of
6
Check your cold kitchen tap
If water flows from your cold kitchen tap but nowhere else, itâs likely you have an internal plumbing issue. We recommend contacting an approved plumber to take a look.
Find an approved plumber
6
of
6
Look for Leaks
A sudden drop in pressure could mean thereâs a leak. If itâs outside your home, weâll investigate. If itâs inside, itâs your responsibility to get it fixed.
How to find and fix leaks in your house
Managing your water pressure
We keep a close eye on water pressure across our network to make sure your supply stays reliable. By using specialist valves and control devices, we can smooth out pressure changes - reducing the risk of leaks, bursts and unexpected outages.
Pressure varies naturally throughout the day. Itâs highest at night when demand is low, and lowest during busy times. We use smart technology to stabilise pressure, lowering it when itâs too high and boosting it when needed. This helps us protect your pipes and ours and keeps water flowing steadily to your home.
Fewer leaks and bursts mean fewer disruptions and less wasted water. Consistent pressure helps your appliances run smoothly and can even lower your energy bills.
If weâre managing pressure in your area for the first time, you might notice a slight drop in water pressure. Youâll still get the water you need, but it may take a bit longer to fill a bath or washing machine.
You can check your water pressure by carrying out a flow test in step 3 above. If your supply is affected, weâll look into it and fix the issue. Most of our customers in areas where we're managing water pressure will not even notice a change.
Your questions answered
Reasons why your water pressure may be lower than usual:
In your home only - you could have an internal plumbing issue inside your home.
Real-time demand - Pressure often drops during busy times and rises at night.
Pressure management work - it may be due to work weâre doing to manage flows across our network to make our supplies more reliable.Â
Burst pipes or unplanned works - if thereâs little or no water, it might be a burst pipe.
Planned work - weâll let you know in advance if planned work affects your supply. If you have extra needs, like home dialysis, join our
Priority Services Register
so we can support you with bottled water if needed.
As well as your internal stop tap, you should also check if any other taps that control flow to your hot water system or other devices are turned on. If you have a thermostatic shower, you should also check if the thermostat needs adjusting.
This can be down to a few factors. Your water pressure can depend on the local geography, whereabouts your home is in relation to our service reservoir or water tower, and how much higher (in terms of ground level) either of these is in relation to your home. Did you know, for instance, that homes at the top of a hill will receive water at a lower pressure than those at the bottom?
We manage water pressure to meet our
guaranteed service standards
, so you can expect a reliable water supply and the level of service you deserve.Â
During a stop tap test there may be a brief surge where water bursts out of your tap as the airlock clears. After this, it should return to normal.
If your taps continue to splutter or vibrate, or your water flow is irregular, it could be trapped air. Â Try turning on all your taps for a minuteâthis creates a strong flow that helps push air bubbles out of your pipes.
How to clear trapped air:
Check your internal stop tap to make sure that the water in your house is turned on.
Move through your house and turn on every hot and cold water tap, beginning with the tap closest to your stop tap and work your way to the furthest tap.
Flush all toilets and run the water in all appliances or fixtures that use a water connection (for example, fill a cup with water from the refrigerator dispenser and run the dishwasher and washing machine through a rinse cycle).
Run everything for a few minutes or until your water flows normally at every tap, without any spluttering or banging.
Go back to the last tap you opened, farthest away from your stop tap, and turn off the water.
At each toilet, turn off the tap that is closest to your stop tap first, then flush the toilet and wait about two minutes before closing the next taps.
Carry on turning off taps, working your way back to the first taps you opened until youâve turned the water off at all taps and fixtures as this should get rid of the air pockets.
Contact an approved plumber
to inspect your pipes if clearing the air from the lines doesnât stop the problem (you may be dealing with water hammer or improperly sized pipes).
Loud thumps or bumps or prolonged noises and vibrations are usually caused by air in your pipes. If noise or sputtering happens when you close a stop tap or an appliance such as a dishwasher or washing machine switches cycles, it's more likely to be a pressure surge than air in the pipes.
You may also be interested in...
Contact a plumber
If you have high water pressure and it's causing you issues you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
Emergency plumbing
Underground plumbing
Sanitation
Leak detection
Commercial plumbing
Water services (groundworkers, catering installers, point of use installers).
If you have a leak in your home
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
Search for a plumber
You may also be interested in...
What to do if your water stopped working
We'll let you know if we need to shut off your water supply while we carry out planned works. If you suddenly find your water has stopped working and we haven't been in contact, then there may be an issue. Follow these steps if you have an unplanned water outage.
1
of
6
Check for water
First, try all your taps and flush the loos to find out whether you've lost water supply throughout your home.
2
of
6
Check live incidents and planned work
If itâs affecting all your taps and toilets, enter your postcode to see if there are any incidents or works going on nearby that might be the cause. If you find an incident near you, you can sign up for updates.
Works or issues in my area
3
of
6
Check your stop taps
Your stop taps control the amount of water that enters your property. You'll want to make sure that they're fully open.
How to find your stop tap
4
of
6
Check on your neighbours
If possible, check with a neighbour to see if theyâre having the same problem of water not working in their house too.
5
of
6
Contact us
If our works have finished but you still have no water, please contact us.
Get in touch
6
of
6
If your water smells, tastes or looks unusual
When your water comes back on, it may look, taste, or smell a little unusual at first. Running your tap for a few minutes should clear it. Try collecting the water in your washing-up bowl or watering can so you can keep it to use around your garden.
What to expect when your water returns
When will my water return?
Unfortunately, there isn't a sure way of saying how long it will be before your water returns after it has stopped. This can depend on the complexity of the problem and how long it takes us to fix it.
Weâll be doing our very best to get water back into your home. In the meantime, try to use what water you have sparingly.
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us onÂ
0330 303 0368
(youâll only be charged for a local call).
Vulnerable Customers
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us (youâll only be charged for a local call).
0330 303 0368
You may also be interested in...
Try running through these steps to help clear your water.
1
of
4
Leave the water to stand
As the air bubbles slowly float to the surface, the water will clear. If you pour a glass of water, you should be able to see it clear from the bottom up.
2
of
4
Run your cold tap
Running your cold tap at full flow can help to clear any trapped air in your pipes. This should be the tap that's closest to your internal stop tap. Why not collect this water in your washing-up bowl? You can use it around your garden instead of letting it go down the drain.
3
of
4
Check your stop taps
Sometimes, a faulty stop tap, or one that is partially open, can cause white or cloudy water. When you check them, make sure that they're fully open.
Where's my stop tap?
4
of 4
Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
4
Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
You may also be interested in...
Stop tap
Where is your stop tap?
Outside
Inside my house
External stop tap not working
You shouldn't rely on your external stop tap to turn the water off inside your home, you should use your internal stop tap for this.
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
there's an urgent risk to health such as no water going in to your property
there's a confirmed serious leak.Â
To make sure we invest in the areas that need it the most, we cannot attend:
if your stop tap is broken
to help locate your external stop tap
to isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself.Â
If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
More information on
stop taps including where to find it
.Â
Stopcock, stop valve and stop tap
These names are used interchangeably. Learn where to find both your internal and external stop tap, when to use them and who to contact if there's an issue.
Internal stop tap
Youâll have an internal stop tap somewhere in your property. Your internal stop tap should be used as the main way to turn your water on and off. You'll need to use it if you have a leak or when carrying out plumbing or general renovations.Â
Where to find your internal stop tapÂ
It's usually found under the kitchen sink, but you may also find it under the stairs or in the downstairs toilet. If you live in a flat, there may be a communal stop tap that supplies several flats. Or, you may have a stop tap in your flat where your water supply enters.
What if thereâs a problem with my internal stop tap?
As itâs in your home, itâs your responsibility to install, maintain, fix and replace your internal stop tap. If itâs faulty or needs to be repaired, you will need to call a plumber to fix it.
Home renovations
We will not attend to faulty stop taps. If you are carrying out work on your home, you can use your internal stop tap to turn your water off. It if isnât working, you'll need to call a plumber who can freeze a section of the internal pipe or fit an Aladdin valve to shut the water off.Â
External stop tap
Outside your property, youâll also have an external stop tap which can be used to shut off the water in the event of an emergency. You shouldn't rely on it to turn the water off inside your home, you should use your internal stop tap for this.Â
Where to find your external stop tap
External stop taps are normally found under a cover outside your home on a footpath, driveway, garden or grass verge. They control the cold-water supply going into your home.Â
What if thereâs a problem with my external stop tap?
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
⢠  there's an urgent risk to health such as no water going in to your property
⢠  there's a confirmed serious leak.Â
To make sure we invest in the areas that need it the most, we cannot attend if your stop tap is broken, to help locate your external stop tap, isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself. If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
What to do if I have a leak?Â
Higher than usual bills, low water pressure, or a damp patch may suggest you have a leak but there arenât always obvious signs. To
find out if you have a leak
, you may need to do the water meter test.Â
If you do have a leak:
turn off your water using your internal stop tap and open all taps to drain the water from your pipes
switch off any electrical items if the water is close by
use towels to soak up or block off any water
turn off your boiler if you have a burst pipe.
Contact an approved plumber as soon as possible.Â
If the leak is outside your home or from your external stop tap, then turn the external stop tap off and
report it to us
.Â
Need a plumber?
If you're having trouble with your stop tap â or have a bigger task at hand â you may need the help of a reputable plumber. The WaterSafe online directory can help you find a trusted plumber who is qualified to meet the regulations for working safely with drinking water.
Find an approved plumber
Stop tap tips
How to turn off the water in your house
Turn the stop tap clockwise. Turn it on again by turning it anticlockwise. Youâll reach a point where it stops naturally without having to force it.
Wait a minute
It may take a few turns to turn the water on and off and you may need to wait a few minutes for this to take effect.Â
Test your internal stop tap
Itâs a good idea to regularly check your internal stop tap from time to time to make sure itâs working. If you have any issues, please contact a plumber.Â
Show your family
Make sure everyone in the family knows where they are and how to use them in case of an emergency.
Prepare for holidays
Turn off your stop tap before you go on holiday in case thereâs a plumbing problem while you're away.
Label your stop valves
Identify where your hot water stop tap valve is and label it along with the cold stop tap so everyone can tell which is which.
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Report a pollution
When thereâs a wastewater or sewer leak or pollution, we want to sort it as quickly as possible, please pinpoint it on the map below so we can get our team on it. You can see any pollutions that have already been reported and view our progress by selecting them.Â
My water is discoloured...
Sometimes tap water can look yellow, rust-coloured or brown or it may contain small dark particles. Normally this is nothing to worry about.Â
What to do?Â
If thereâs yellow, dark or brown water coming from your tap or your water has particles in:Â
Avoid using your hot water until your cold water runs clear as this can bring sediment through your pipes and appliances.
Check for liveÂ
issues and works in your area.Â
Are your neighbours experiencing the same? If so, itâs likely to be due to a disturbance within our network.
Slowly run the cold tap closest to your internal stop tap (usually in your kitchen) for 2-5 minutes. If this doesnât clear it, wait around 20 minutes and try again. Be careful not to run your tap too forcefully, as this can stir up sediment and make things worse.
If this doesnât work and your water is still discoloured after 24 hours, please call us on
0330 303 0368
. Â
What causes this?Â
This is likely caused by sediment in pipes which can build up when thereâs been a disruption in our network such as a burst, repairs, or the fire service using a lot of water. Sediment can also build up over time in older cast iron water mains. To prevent this, weâre investing millions to replace these mains across the region. Â Â
We continuously monitor and test our water supply. Brown water from your tap may indicate slightly higher iron levels and black particles may indicate a higher level of manganese. Â
Water that looks white, milky or contains bubbles is harmless and it should naturally clear within 24 hours.Â
What to do?Â
If you have bubbly or cloudy water coming from your taps:Â
Fill a glass and leave it to stand
:
As the air bubbles slowly float to the surface, your water should clear from the bottom up.Â
Run your cold tap:
Running your cold tap at full flow can help clear any trapped air in your pipes. If you can, use the tap closest to your internal stop tap (usually found under the kitchen sink). Â
Check your stop taps:
Sometimes, a faulty stop tap, or one thatâs partially open, can cause cloudy water. Find and check your stop tap to make sure that they're fully open. Â
What causes it?Â
Disturbances or changes within our network can cause air to become trapped in the system which causes bubbly or cloudy tap water. Your water can even appear fizzy after a burst main has been fixed and refilled. White scum may also form on the surface of the water.Â
If you have blue, green or any other coloured water coming from your tap, please stop using it until itâs been tested. Â
What to do?Â
If you experience blue water, please call us straight away on
0330 303 0368
to report it. Weâll arrange to have your water tested. Â
What causes it?Â
Blue discolouration can mean thereâs higher-than-normal amounts of copper in your water This can be caused by poor internal plumbing, storage cylinders or even blue disinfectant boxes placed in toilet systems. Itâs quite common in newly installed pipes and boilers as protective film forms after theyâve been fitted and it can take a few days for your water to run clear. Â
Pink and black stains or slime may sometimes appear on your bath, shower or elsewhere in your bathroom or kitchen.Â
What to do?Â
You should prevent these stains from building up by:Â
Use a bleach-based cleaner
The best way of controlling growth is through regular cleaning. Focus on areas where soap and residue may build up. Leave the cleaning product on for about 30 minutes, scrub with a clean cloth or toothbrush and rinse. Avoid using abrasive cleaning products as they can leave a rough surface where the fungi can take hold.Â
Check your storage tank
Storage tanks feed internal plumbing except your cold kitchen tap and should be closed with a secure lid to stop dust and debris from falling into the tank. Check your tank for sediment and clean it if needed. Â
Improve ventilation
Improving ventilation in your home and keeping surfaces dry is one of the best ways to prevent growth. Â
What causes it? Â
Staining and the build up of slime is caused by airborne bacteria and fungi. We clean your water with a small amount of chlorine, but hot water systems inside the home can remove it, allowing bacteria and fungi to grow in warm, moist conditions.
My water tastes or smells funny...
Before following our advice below, try taking a fresh glass of water into a different room as other factors, like nearby cooking, can affect the smell and taste of your water.Â
You may experience a metallic taste from your tap water. Normally, this is nothing to worry about. Â
What to do?Â
If you have bitter or metallic tasting water: Â
Run your tap
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.Â
Check your tank
If you have a storage tank, regularly check whether itâs in good condition.
Check your hot and cold water pipes aren't touching
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.Â
What causes it?Â
A metallic taste or smell is often caused by your pipework, tanks or fittings. It can happen when:Â
water warms up due to your hot and cold pipes being too close together and picks up traces of metals like copper
water sits still for too long, common in large building with long pipes
old iron pipes release particles into the water.Â
Water can sometimes smell like chlorine. Normally, this is nothing to worry about. Â
What to do?Â
If your water tastes or smells like chlorine: Â Â
Fill a clean glassÂ
Cover it with a lid or clean cloth and let it stand in your fridge for about an hour or until chilled. Refresh the water if it hasnât been used within 24 hours.Â
Boil itÂ
If chilling the water doesnât work, you can also boil it to reduce the smell of chlorine. Once cool, keep it in the fridge and use it within 24 hours.Â
Use a filterÂ
You can also use a water filter that contains carbon. If the filter is plumbed into your water supply, it must meet the Water Supply Regulations 1999.
If youâre still experiencing issues with the taste of your water after youâve tried the above steps, please call us on
0330 303 0368
. Â
What causes it?Â
We must disinfect your drinking water with small amounts of chlorine before it travels through our pipes to make sure any harmful bacteria are killed. In very long supply networks, we sometimes add chlorine at other points to maintain water quality. The amounts of chlorine are tightly monitored at every point including our water supply works, supply reservoirs and at customer taps. Â
You may notice a stronger chlorine smell during peak times when people are using more water or if you live near one of our water supply sites Â
Is chlorine harmful to humans or animals?Â
Chlorine has been used for over 100 years to disinfect water. Itâs harmless to people at the small concentrations we use in our supplies. Â This level of chlorine is also harmless to domestic pets but can affect fish and amphibians such as frogs and turtles. Fish kept in aquariums or ponds are also extremely sensitive to chlorine.Â
When youâre filling or topping up aquariums, you should try to remove the chlorine before water comes into contact with the fish. Aquatic and pet shops can offer suitable products and advice to do this.Â
Sometimes water can smell or taste pond-like but usually thereâs nothing to be worried about. Â
What to do?Â
If your tap water tastes stale or earthy: Â Â
Run your tap
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.Â
Check your fittings
To help keep your water safe and fresh, itâs important to check that all your plumbing fittings meet the Water Supply Regulations. If any donât, they may need to be replaced.
Check your hot and cold water pipes aren't touching
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.Â
What causes it?Â
Water that has sat still for too long can cause a stale or a pond-like smell or taste, especially if itâs close to rarely used taps and where hot pipes are touching cold pipes. Â
Sometimes stale, earthy or musty water can be caused by harmless algae in natural water sources. In areas where we know this is a problem, we specifically treat the water to prevent this and carry out daily checks. Â
What to do?Â
If your tap water tastes or smells like petrol, diesel or oil, donât drink it and call us
0330 303 0368
straight away. Weâll investigate quickly and advise you on what to do next. Â
What causes it?Â
This can happen when fuel leaks or spills into the ground near plastic pipes, allowing chemicals to seep into the water supply. Itâs more common in rural areas and can be caused by car fuel spills on driveways or leaks from oil tanks. Â
Our drinking water standards
We carefully test and monitor our water supplies, so that we can provide customers with safe and high-quality drinking water.
Our water quality checks
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What type of manhole cover or lid is it?
Stop tap / valve
Manhole
Road gulley / cover
Boundary box
Hydrant / valve
Don't know
Is there a danger to the public?
Yes
No
Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Is there a danger to the public?
Yes
No
Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Road gulley / cover
If the gulley is broken, missing or blocked please report it to your local council.
Is there a danger to the public?
Yes
No
Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Is there a danger to the public?
Yes
No
Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
Drainage or flooding
My home or business is flooded with sewer water
My garden is flooded with sewer water
My home or business is flooded with clean water
Blockage
Smell
Rodents
My home or business is flooded with sewer water
We understand that this is a worrying and stressful time for you, and we want to help in any way we can. Please contact us straight away by calling us or by using our Live chat and weâll help as soon as possible. Â
What to do once you've contacted us
After contacting us, here's what to do next if
your home or business is flooded with sewer water.
1
of
6
Make sure the area is safe
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
2
of
6
Contact your insurer or landlord
Report any losses or damage to your insurance provider and keep receipts of emergency expenses. If you live in a rented property, you should contact your landlord and let them know.
3
of
6
Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine the cause of the flooding and whether youâre entitled to a Guaranteed Standards of Service payment.
4
of
6
We'll respond
We'll try to be with you within two hours. In bad weather, it may take us a little longer to get to you and we may need to prioritise the most severe cases first. If you provide a mobile number, we'll contact you to let you know we are on our way.
5
of
6
We'll find the cause
This will involve checking nearby sewers. One of our team will explain everything to you, provide their details, and answer any of your questions. If needed, they will also reach out to our team of Customer Case Leads who'll then be your dedicated point of contact until the incident is fully resolved.
6
of
6
We'll clean up the area
Weâll offer to arrange for a specialist clean-up, whether you have home insurance or not. We'll aim to get to your property within four hours and complete the initial clean-up within 12 hours. We'll remove any sewage debris, clean, disinfect, decontaminate, and install dehumidifiers until the area is thoroughly dried out. This is all free of charge.
Guaranteed Standards of Service payment
If you experience flooding inside your property because of a failure of our systems, weâll automatically make a payment to you of an amount equivalent to your annual wastewater charge. This will be from a minimum of ÂŁ150 to a maximum of ÂŁ1,000 for each incident. These pa
What will happen following your claim:
1. Weâll write to you within 20 working days of the incident. The letter will include the following information:
more about the payment
what steps we have to take as a direct result of the incident
any investigations we need to carry out.
2. Weâll send you a cheque or credit your account within 20 working days of the flooding incident.Â
3. If weâre late with the payment, youâll get an extra ÂŁ20 as a credit to your account.
We may not make these payments if any of the following situations apply:
the flooding was caused by your actions
the flooding was caused by exceptional rainfall
our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
Guaranteed standards of service
My garden is flooded with sewer water
We understand that this can be stressful and upsetting and we want to help in any way we can. If your garden is flooded with sewer water, please contact us straight away by calling us or using our Live chat.
What to do once you've contacted us
After contacting us, here's what to do next if your garden is flooded with sewer water.
1
of
6
Contact your insurer or landlord
Keep children and pets away from the flooded areas and contact your insurance provider to report the damage and make a claim (keep receipts of emergency expenses). If you live in a rented property, you should contact your landlord.
2
of
6
Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine why the flooding happened and whether youâre entitled to a Guaranteed Standards of Service payment.
3
of
6
We'll respond
We'll aim to get to you as soon as possible and within 24 hours. In severe weather, we may take a little longer or need to prioritise more serious incidents. If we have your mobile number, we'll contact you to let you know when we're on our way.
4
of
6
We'll find the cause
When we arrive, weâll quickly work to find the cause. This will involve checking nearby sewers. Our first responders will do all they can to stop the flooding and prevent the flood water from entering your property.
5
of
6
We'll clean the area
Weâll offer to clean the affected area whether you have home insurance or not. If there is daylight, weâll start straight away but if it's dark, we may need to come back the next day. This is free of charge and we'll aim to finish the clean-up within 48 hours.
6
of
6
Disinfection
We'll disinfect hard surfaces as part of the clean-up but not lawns or borders as it can kill plants. The sun's ultraviolet rays are very effective at killing bacteria and levels should reduce to normal after 9 days in warm, dry weather or 25 in cold, wet weather. When it's safe to do so, dispose of any affected fruit or vegetables in your garden.
Guaranteed standards of service paymentÂ
If you've experienced external flooding caused by a failure of our systems, you may claim an amount equivalent to half your annual sewerage charges, from a minimum of ÂŁ75 to a maximum of ÂŁ500.
To claim, youâll need to apply within three months of the incident. The first step is to fill in
Â
our External Flooding claim form
 orÂ
get in touch.Â
These payments are not compensation or an admission of liability.
We may not make these payments if any of the following situations apply:
The flooding was caused by your actions
The flooding was caused by exceptional rainfall
Our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
Guaranteed standards of service
My home or business is flooded with clean water
We know how stressful and upsetting flooding in your home or business can be and we want to help in any way we can. Please get in touch straight away by calling us or by using our Live chat.Â
What to do once you've contacted us
After contacting us, here's what to do next if your home or business is flooded with clean water.
1
of
6
Contact your insurer
Tell your insurers about any damage the flooding has caused to your property straight away. If you donât, it may affect any future insurance claims you need to make.
2
of
6
Clear the area
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
3
of
6
Take photographs
If it's safe to do so, take photos of the flooded area and any damaged property. These could support your insurance claim and help us to determine why the flooding has happened.
4
of
6
We'll respond
Weâll aim to be with you within two hours. Please be aware that in storms and severe weather, we may take longer to reach you. If we have your mobile number, we may send you updates by text.
5
of
6
We'll find the cause
When we get there, weâll quickly work to find the cause. This will involve checking supply pipes to see if a burst pipe has flooded your house.
6
of
6
Clean-up and next steps
In the majority of cases, if your property has been flooded, we'll carry out a basic clean-up or offer you help and advice about what to do next. Your insurance company may also have made arrangements.
Insurance claims
We have strict liability for freshwater flooding. That means weâll pay the cost of replacing damaged property or lost items.
You'll need to make claims for damage or loss to your own insurers as they will settle claims on a new for old basis. Theyâll tell you what you need to do to meet the terms and conditions of your policy and recover anything theyâve paid out from us.
We'll also pay any insurance excess youâve had to pay.
If youâre not insured, then weâll deal directly with you. Weâll settle claims based on an itemâs current age and value, including wear and tear, rather than on a ânew for oldâ basis.
Blockage
Is this an emergency?
Yes
No
Blockage: Emergency
If thereâs a blockage that requires urgent attention, please get in touch as soon as you can. You can do this by calling us or by using our Live chat.
Blockage: not an emergency
If thereâs a blockage that isnât an emergency, please use the form below to report it to us so that we can quickly respond. When filling out the form, please include as much detail about the blockage and its location as possible.
Step 1: About the blockage
Tell us about the blockage.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Step 1: About the blockage
Tell us about the blockage.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Blockage
Location (nearest landmark) e.g. shop, door number, building
We need to pinpoint the blocked sewer, so please be as precise as you can with street name, door number, nearest shop or landmark. Or, use free services like What 3 Words to get a three-word location.
Where is the blockage coming from?
Sink
Toilet
Drain
Manhole
Through the ground
Other
Additional information
(optional)
Please give any further information that can help us understand the issue.
Is the blocked area likely to affect a property?
Yes
No
Was the property built before 2011?
Yes
No
I don't know
Are you're neighbours also affected?
Yes
No
I don't know
Are there any access issues, if an engineer should need to attend?
Yes
No
If yes please provide details
(optional)
Upload a photo
(optional)
A photo can really help our technicians to find and investigate the problem. (Accepted filetypes: JPEG, PNG, GIF.)
Upload
either png, jpg or gif
Choose File
Drainage or flooding - Smell
If thereâs a smell caused by a plumbing or drainage issue, please get in contact straight away so that we can identify and resolve the problem. You can do this by calling us or by using our Live chat.
Drainage or flooding - Rodents
Unfortunately, sewers make attractive habitats for rats. Damage or defects in the network can make it easier for rats to move between the sewer and the surface. They can also be drawn to homes by things like open bins and excessive food waste.
We understand how unpleasant this can be for you. If there are rodents in sewers that are affecting your property, we can work with local authorities, pest control companies and the Environment Agency to help solve the problem. Please use the form below to get in touch and provide as much information as you can about the issue.
Tips for preventing rats
Donât put bird seed on the ground. Instead, use a bird table or feeder.
Make sure bin lids are shut and in good condition.
If you have a compost bin, make sure that itâs properly sealed.
Ensure there are no gaps in your homeâs internal pipework and seal any disused pipes.Â
Step 1: About the rodents problem
Tell us about your rodents problem.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Step 1: About the rodents problem
Tell us about your rodents problem.
Step 2: Your details
Enter your details so we can keep you informed of our progress.
Other
Southern Water repair work
Southern Water site
Another issue
Southern Water repair work
We often carry out work to repair or upgrade parts of our network. Sometimes these works can be disruptive, but if they are causing a problem for you, please let us know using this form and weâll do what we can to resolve it.
Step 1: Your details
Please supply your details.
Step 2: Repair work details
Please provide us with details of the repair work.
Step 3: Reason for contact
Tell us more about your issue.
Step 1: Your details
Please supply your details.
Step 2: Repair work details
Please provide us with details of the repair work.
Step 3: Reason for contact
Tell us more about your issue.
Report a problem at a Southern Water site
If thereâs a problem at one of our sites, please report it to us as soon as possible. You can use the form below to get in touch â please include as much detail as you can about where and what the issue is.
Step 1: Your details
Please provide us with your contact details.
Step 2: Problem details
Please provide us with information about the problem.
Step 1: Your details
Please provide us with your contact details.
Step 2: Problem details
Please provide us with information about the problem.
Another Issue
If youâre experiencing another issue that you canât find here, please get in contact so that we can help identify and resolve the problem. You can do this by calling us or by using our Live chat. |
| Markdown | [Skip to content](https://www.southernwater.co.uk/report-a-problem/#app)
**3**
Live Updates
Supply Interruption - Low Pressure / No Water - TN35 4EJ
Supply Interruption - Low Pressure / No Water - Page Court & Howlands Court, Commonwealth Drive
Supply Interruption - Low Pressure / No Water - GU29 Area
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- Help & Support
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[Help & Support](https://www.southernwater.co.uk/help-and-support/)
Need help with your water, wastewater, account or bill? You've come to the right place.
[Accounts and billing Get help with managing your account.](https://www.southernwater.co.uk/help-and-support/?category=accounts-and-billing)
[Water supply Information around your water supply, its quality and where it comes from.](https://www.southernwater.co.uk/help-and-support/?category=water-supply)
[Wastewater Advice on dealing with waste and keeping your pipes clean.](https://www.southernwater.co.uk/help-and-support/?category=wastewater)
[Water advice Learn how to manage water issues and save water.](https://www.southernwater.co.uk/help-and-support/?category=water-advice)
[Flooding and leaks Dealing with and reporting flooding and leaks.](https://www.southernwater.co.uk/help-and-support/?category=flooding-and-leaks)
Useful links
[Ways to pay your bill ](https://www.southernwater.co.uk/help-and-support/how-would-you-like-to-pay/)
[Tell us you're moving ](https://www.southernwater.co.uk/help-and-support/tell-us-youre-moving/)
[How to save water in your home ](https://www.southernwater.co.uk/help-and-support/how-to-save-water-in-your-home/)
- Building & Development
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[Building & Development](https://www.southernwater.co.uk/building-and-developing/)
We provide various building and development services to help you complete your project and get you connected to the network.
[Planning your development What to do when youâre in the early stage of planning water and wastewater solutions.]()
[Apply for water services Weâre here to help you get your development connected to the public water supply.](https://www.southernwater.co.uk/building-and-developing/water-services/)
[Apply for wastewater services Weâre here to help you get your development connected to the public sewer network.](https://www.southernwater.co.uk/building-and-developing/wastewater-services/)
[Charges and payments Our charges for connecting a property to the public water supply or a public sewer.](https://www.southernwater.co.uk/building-and-developing/charges-and-payments/)
[Maps and searches Sewer and water maps and searches to help you locate public pipework close to your development.](https://www.southernwater.co.uk/building-and-developing/maps-and-searches/)
[Guidance, regulations and standards In this section, you can access helpful resources for our building and developing services.](https://www.southernwater.co.uk/building-and-developing/guidance-regulations-and-standards/)
Help and resources
[GetConnected Portal ](https://www.southernwater.co.uk/developer-portal/)
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
[Call Developer Services on 0330 303 0119 ](<tel:0330 303 0119>)
[Find Your Supplier](https://www.water.org.uk/customers/find-your-supplier)
- Commercial
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[Commercial](https://www.southernwater.co.uk/commercial/)
We provide a range of commercial services across our region. You can learn more and enquire about them here.
[Tankered waste Across our region, we have 31 reception sites that can accept a range of domestic and commercial waste.](https://www.southernwater.co.uk/commercial/tankered-waste/)
[Business trade effiuent Trade effluent is any liquid waste discharged into our sewers from a business or industrial process on a trade premises.](https://www.southernwater.co.uk/commercial/trade-effluent-businesses/)
[Standpipes When you need a supply of water outside our normal service, you can hire a standpipe from Water Services.](https://www.southernwater.co.uk/commercial/standpipes/)
[Biosolids We provide a complete biosolids recycling service for farmers through our contractor ACS.](https://www.southernwater.co.uk/commercial/biosolids/)
Useful Commercial links
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
- Retailers
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[Retailers](https://www.southernwater.co.uk/retailers/)
Here you can access all the information you need about our retailer commitment, our policies and more.
[Working with us We want your experience with us to be simple and straightforward. Here you'll be able to find useful information and links for water retailers.](https://www.southernwater.co.uk/retailers/working-with-us/)
[Retail trade effluent Trade effluent is any liquid waste (effluent) discharged into our sewers from a business or industrial process.](https://www.southernwater.co.uk/retailers/trade-effluent-retailers/)
[Saving water in your business Every year the population of the South East grows, but the amount of available water remains the same. Learn what your business can do to save water.](https://www.southernwater.co.uk/save-a-little-water/saving-water-in-your-business/)
[Wholesale Charges Here you can find all relevant documents for wholesale charges and the timetable of settlement dates.](https://www.southernwater.co.uk/retailers/working-with-us/wholesale-charges/)
Useful Links
[Smart Metering Strategy ](https://www.southernwater.co.uk/retailers/working-with-us/smart-metering-strategy/)
[Accredited Entities ](https://www.southernwater.co.uk/retailers/working-with-us/accredited-entities/)
[How to spot water leaks in your business ](https://www.southernwater.co.uk/help-and-support/how-to-spot-water-leaks-in-your-business/)
- Our Region
Expand Our Region
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[Our Region](https://www.southernwater.co.uk/our-region/)
Here youâll find the latest information on whatâs happening across the region, including planned improvements near you.
[Healthy rivers and seas View our latest environmental reporting on bathing water quality, flows, spills and pollution.](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/)
[Improvements in your area Find out how weâre investing in your area over the next five years as part of our most ambitious plan yet.](https://www.southernwater.co.uk/our-region/improvements-in-your-area/)
[Water levels Keep up to date with latest water levels from our main sources - groundwater, rivers and reservoirs.](https://www.southernwater.co.uk/about-us/environmental-performance/water-levels/)
[Water scarcity The South East is running out of water. Find out what weâre doing to tackle this challenge and how you can help.](https://www.southernwater.co.uk/our-region/water-scarcity/)
Useful Region Links
[Storm overflow map ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/rivers-and-seas-watch/)
[Cleaning up rivers and seas ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/)
[Protecting local land and water sources ](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/catchment-first/)
- About Us
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[About Us](https://www.southernwater.co.uk/about-us/)
Here you can learn more about us and our ambitions and the people, organisations and policies that underpin our business.
[Our past, our future An honest look at where we've been, what's changing and how we're moving ahead.](https://www.southernwater.co.uk/about-us/our-past-present-and-future/)
[Our plans Here you can view our short, medium and long-term plans for protecting our environment and ensuring our water supplies.](https://www.southernwater.co.uk/about-us/our-plans/)
[Our performance Here you can find more information about our financial and non-financial performance, our priority projects and our Annual Report.](https://www.southernwater.co.uk/about-us/our-performance/)
[Careers With over 2,000 employees delivering essential life services to more than four million customers, there is a role for everyone at Southern Water.](https://www.southernwater.co.uk/about-us/careers/)
[Your community Read more about what we're doing to give back to our communities and customers and how we can help you too.](https://www.southernwater.co.uk/about-us/get-involved/)
[Corporate governance Here you can read more about our Board of Directors and their experience.](https://www.southernwater.co.uk/about-us/corporate-governance/)
Popular News
[Partnership working drives bathing water improvement regionwide ](https://www.southernwater.co.uk/latest-news/partnership-working-drives-bathing-water-improvement-regionwide/)
[Isle of Wight stream to benefit from wastewater works upgrade ](https://www.southernwater.co.uk/latest-news/isle-of-wight-stream-to-benefit-from-wastewater-works-upgrade/)
[Southern Water and Medway Council sign landmark agreement to tackle flooding and storm overflows ](https://www.southernwater.co.uk/latest-news/southern-water-and-medway-council-sign-landmark-agreement-to-tackle-flooding-and-storm-overflows/)
[View all of our news](https://www.southernwater.co.uk/latest-news/)
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- Help & Support
Expand Help & Support
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[Help & Support](https://www.southernwater.co.uk/help-and-support/)
Need help with your water, wastewater, account or bill? You've come to the right place.
[Accounts and billing Get help with managing your account.](https://www.southernwater.co.uk/help-and-support/?category=accounts-and-billing)
[Water supply Information around your water supply, its quality and where it comes from.](https://www.southernwater.co.uk/help-and-support/?category=water-supply)
[Wastewater Advice on dealing with waste and keeping your pipes clean.](https://www.southernwater.co.uk/help-and-support/?category=wastewater)
[Water advice Learn how to manage water issues and save water.](https://www.southernwater.co.uk/help-and-support/?category=water-advice)
[Flooding and leaks Dealing with and reporting flooding and leaks.](https://www.southernwater.co.uk/help-and-support/?category=flooding-and-leaks)
Useful links
[Ways to pay your bill ](https://www.southernwater.co.uk/help-and-support/how-would-you-like-to-pay/)
[Tell us you're moving ](https://www.southernwater.co.uk/help-and-support/tell-us-youre-moving/)
[How to save water in your home ](https://www.southernwater.co.uk/help-and-support/how-to-save-water-in-your-home/)
- Building & Development
Expand Building & Development
Backdrop of menu
[Building & Development](https://www.southernwater.co.uk/building-and-developing/)
We provide various building and development services to help you complete your project and get you connected to the network.
[Planning your development What to do when youâre in the early stage of planning water and wastewater solutions.]()
[Apply for water services Weâre here to help you get your development connected to the public water supply.](https://www.southernwater.co.uk/building-and-developing/water-services/)
[Apply for wastewater services Weâre here to help you get your development connected to the public sewer network.](https://www.southernwater.co.uk/building-and-developing/wastewater-services/)
[Charges and payments Our charges for connecting a property to the public water supply or a public sewer.](https://www.southernwater.co.uk/building-and-developing/charges-and-payments/)
[Maps and searches Sewer and water maps and searches to help you locate public pipework close to your development.](https://www.southernwater.co.uk/building-and-developing/maps-and-searches/)
[Guidance, regulations and standards In this section, you can access helpful resources for our building and developing services.](https://www.southernwater.co.uk/building-and-developing/guidance-regulations-and-standards/)
Help and resources
[GetConnected Portal ](https://www.southernwater.co.uk/developer-portal/)
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
[Call Developer Services on 0330 303 0119 ](<tel:0330 303 0119>)
[Find Your Supplier](https://www.water.org.uk/customers/find-your-supplier)
- Commercial
Expand Commercial
Backdrop of menu
[Commercial](https://www.southernwater.co.uk/commercial/)
We provide a range of commercial services across our region. You can learn more and enquire about them here.
[Tankered waste Across our region, we have 31 reception sites that can accept a range of domestic and commercial waste.](https://www.southernwater.co.uk/commercial/tankered-waste/)
[Business trade effiuent Trade effluent is any liquid waste discharged into our sewers from a business or industrial process on a trade premises.](https://www.southernwater.co.uk/commercial/trade-effluent-businesses/)
[Standpipes When you need a supply of water outside our normal service, you can hire a standpipe from Water Services.](https://www.southernwater.co.uk/commercial/standpipes/)
[Biosolids We provide a complete biosolids recycling service for farmers through our contractor ACS.](https://www.southernwater.co.uk/commercial/biosolids/)
Useful Commercial links
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
- Retailers
Expand Retailers
Backdrop of menu
[Retailers](https://www.southernwater.co.uk/retailers/)
Here you can access all the information you need about our retailer commitment, our policies and more.
[Working with us We want your experience with us to be simple and straightforward. Here you'll be able to find useful information and links for water retailers.](https://www.southernwater.co.uk/retailers/working-with-us/)
[Retail trade effluent Trade effluent is any liquid waste (effluent) discharged into our sewers from a business or industrial process.](https://www.southernwater.co.uk/retailers/trade-effluent-retailers/)
[Saving water in your business Every year the population of the South East grows, but the amount of available water remains the same. Learn what your business can do to save water.](https://www.southernwater.co.uk/save-a-little-water/saving-water-in-your-business/)
[Wholesale Charges Here you can find all relevant documents for wholesale charges and the timetable of settlement dates.](https://www.southernwater.co.uk/retailers/working-with-us/wholesale-charges/)
Useful Links
[Smart Metering Strategy ](https://www.southernwater.co.uk/retailers/working-with-us/smart-metering-strategy/)
[Accredited Entities ](https://www.southernwater.co.uk/retailers/working-with-us/accredited-entities/)
[How to spot water leaks in your business ](https://www.southernwater.co.uk/help-and-support/how-to-spot-water-leaks-in-your-business/)
- Our Region
Expand Our Region
Backdrop of menu
[Our Region](https://www.southernwater.co.uk/our-region/)
Here youâll find the latest information on whatâs happening across the region, including planned improvements near you.
[Healthy rivers and seas View our latest environmental reporting on bathing water quality, flows, spills and pollution.](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/)
[Improvements in your area Find out how weâre investing in your area over the next five years as part of our most ambitious plan yet.](https://www.southernwater.co.uk/our-region/improvements-in-your-area/)
[Water levels Keep up to date with latest water levels from our main sources - groundwater, rivers and reservoirs.](https://www.southernwater.co.uk/about-us/environmental-performance/water-levels/)
[Water scarcity The South East is running out of water. Find out what weâre doing to tackle this challenge and how you can help.](https://www.southernwater.co.uk/our-region/water-scarcity/)
Useful Region Links
[Storm overflow map ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/rivers-and-seas-watch/)
[Cleaning up rivers and seas ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/)
[Protecting local land and water sources ](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/catchment-first/)
- About Us
Expand About Us
Backdrop of menu
[About Us](https://www.southernwater.co.uk/about-us/)
Here you can learn more about us and our ambitions and the people, organisations and policies that underpin our business.
[Our past, our future An honest look at where we've been, what's changing and how we're moving ahead.](https://www.southernwater.co.uk/about-us/our-past-present-and-future/)
[Our plans Here you can view our short, medium and long-term plans for protecting our environment and ensuring our water supplies.](https://www.southernwater.co.uk/about-us/our-plans/)
[Our performance Here you can find more information about our financial and non-financial performance, our priority projects and our Annual Report.](https://www.southernwater.co.uk/about-us/our-performance/)
[Careers With over 2,000 employees delivering essential life services to more than four million customers, there is a role for everyone at Southern Water.](https://www.southernwater.co.uk/about-us/careers/)
[Your community Read more about what we're doing to give back to our communities and customers and how we can help you too.](https://www.southernwater.co.uk/about-us/get-involved/)
[Corporate governance Here you can read more about our Board of Directors and their experience.](https://www.southernwater.co.uk/about-us/corporate-governance/)
Popular News
[Partnership working drives bathing water improvement regionwide ](https://www.southernwater.co.uk/latest-news/partnership-working-drives-bathing-water-improvement-regionwide/)
[Isle of Wight stream to benefit from wastewater works upgrade ](https://www.southernwater.co.uk/latest-news/isle-of-wight-stream-to-benefit-from-wastewater-works-upgrade/)
[Southern Water and Medway Council sign landmark agreement to tackle flooding and storm overflows ](https://www.southernwater.co.uk/latest-news/southern-water-and-medway-council-sign-landmark-agreement-to-tackle-flooding-and-storm-overflows/)
[View all of our news](https://www.southernwater.co.uk/latest-news/)
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[Account Login](https://www.southernwater.co.uk/my-account-login/)
**3** Live Updates 
[Account Login](https://www.southernwater.co.uk/my-account-login/)
[](https://www.southernwater.co.uk/)
 
- Help & Support 
 Go Back
[Help & Support](https://www.southernwater.co.uk/help-and-support/)
Need help with your water, wastewater, account or bill? You've come to the right place.
[Accounts and billing ](https://www.southernwater.co.uk/help-and-support/?category=accounts-and-billing) [Water supply ](https://www.southernwater.co.uk/help-and-support/?category=water-supply) [Wastewater ](https://www.southernwater.co.uk/help-and-support/?category=wastewater) [Water advice ](https://www.southernwater.co.uk/help-and-support/?category=water-advice) [Flooding and leaks ](https://www.southernwater.co.uk/help-and-support/?category=flooding-and-leaks)
Useful links
[Ways to pay your bill ](https://www.southernwater.co.uk/help-and-support/how-would-you-like-to-pay/)
[Tell us you're moving ](https://www.southernwater.co.uk/help-and-support/tell-us-youre-moving/)
[How to save water in your home ](https://www.southernwater.co.uk/help-and-support/how-to-save-water-in-your-home/)
- Building & Development 
 Go Back
[Building & Development](https://www.southernwater.co.uk/building-and-developing/)
We provide various building and development services to help you complete your project and get you connected to the network.
[Planning your development ]() [Apply for water services ](https://www.southernwater.co.uk/building-and-developing/water-services/) [Apply for wastewater services ](https://www.southernwater.co.uk/building-and-developing/wastewater-services/) [Charges and payments ](https://www.southernwater.co.uk/building-and-developing/charges-and-payments/) [Maps and searches ](https://www.southernwater.co.uk/building-and-developing/maps-and-searches/) [Guidance, regulations and standards ](https://www.southernwater.co.uk/building-and-developing/guidance-regulations-and-standards/)
Help and resources
[GetConnected Portal ](https://www.southernwater.co.uk/developer-portal/)
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
[Call Developer Services on 0330 303 0119 ](<tel:0330 303 0119>)
[Find Your Supplier](https://www.water.org.uk/customers/find-your-supplier)
- Commercial 
 Go Back
[Commercial](https://www.southernwater.co.uk/commercial/)
We provide a range of commercial services across our region. You can learn more and enquire about them here.
[Tankered waste ](https://www.southernwater.co.uk/commercial/tankered-waste/) [Business trade effiuent ](https://www.southernwater.co.uk/commercial/trade-effluent-businesses/) [Standpipes ](https://www.southernwater.co.uk/commercial/standpipes/) [Biosolids ](https://www.southernwater.co.uk/commercial/biosolids/)
Useful Commercial links
[Contact Us ](https://www.southernwater.co.uk/contact-us/)
- Retailers 
 Go Back
[Retailers](https://www.southernwater.co.uk/retailers/)
Here you can access all the information you need about our retailer commitment, our policies and more.
[Working with us ](https://www.southernwater.co.uk/retailers/working-with-us/) [Retail trade effluent ](https://www.southernwater.co.uk/retailers/trade-effluent-retailers/) [Saving water in your business ](https://www.southernwater.co.uk/save-a-little-water/saving-water-in-your-business/) [Wholesale Charges ](https://www.southernwater.co.uk/retailers/working-with-us/wholesale-charges/)
Useful Links
[Smart Metering Strategy ](https://www.southernwater.co.uk/retailers/working-with-us/smart-metering-strategy/)
[Accredited Entities ](https://www.southernwater.co.uk/retailers/working-with-us/accredited-entities/)
[How to spot water leaks in your business ](https://www.southernwater.co.uk/help-and-support/how-to-spot-water-leaks-in-your-business/)
- Our Region 
 Go Back
[Our Region](https://www.southernwater.co.uk/our-region/)
Here youâll find the latest information on whatâs happening across the region, including planned improvements near you.
[Healthy rivers and seas ](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/) [Improvements in your area ](https://www.southernwater.co.uk/our-region/improvements-in-your-area/) [Water levels ](https://www.southernwater.co.uk/about-us/environmental-performance/water-levels/) [Water scarcity ](https://www.southernwater.co.uk/our-region/water-scarcity/)
Useful Region Links
[Storm overflow map ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/rivers-and-seas-watch/)
[Cleaning up rivers and seas ](https://www.southernwater.co.uk/our-region/clean-rivers-and-seas-task-force/)
[Protecting local land and water sources ](https://www.southernwater.co.uk/about-us/environmental-performance/healthy-rivers-and-seas/catchment-first/)
- About Us 
 Go Back
[About Us](https://www.southernwater.co.uk/about-us/)
Here you can learn more about us and our ambitions and the people, organisations and policies that underpin our business.
[Our past, our future ](https://www.southernwater.co.uk/about-us/our-past-present-and-future/) [Our plans ](https://www.southernwater.co.uk/about-us/our-plans/) [Our performance ](https://www.southernwater.co.uk/about-us/our-performance/) [Careers ](https://www.southernwater.co.uk/about-us/careers/) [Your community ](https://www.southernwater.co.uk/about-us/get-involved/) [Corporate governance ](https://www.southernwater.co.uk/about-us/corporate-governance/)
Popular News
[Partnership working drives bathing water improvement regionwide ](https://www.southernwater.co.uk/latest-news/partnership-working-drives-bathing-water-improvement-regionwide/)
[Isle of Wight stream to benefit from wastewater works upgrade ](https://www.southernwater.co.uk/latest-news/isle-of-wight-stream-to-benefit-from-wastewater-works-upgrade/)
[Southern Water and Medway Council sign landmark agreement to tackle flooding and storm overflows ](https://www.southernwater.co.uk/latest-news/southern-water-and-medway-council-sign-landmark-agreement-to-tackle-flooding-and-storm-overflows/)
[View all of our news](https://www.southernwater.co.uk/latest-news/)
[Accessibility tools](https://www.southernwater.co.uk/accessibility/)
[](https://www.facebook.com/SouthernWater/?locale=en_GB) [](https://twitter.com/SouthernWater?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor) [](https://uk.linkedin.com/company/southern-water)
**3**
Live Updates
Supply Interruption - Low Pressure / No Water - TN35 4EJ
Supply Interruption - Low Pressure / No Water - Page Court & Howlands Court, Commonwealth Drive
Supply Interruption - Low Pressure / No Water - GU29 Area
[View all updates](https://www.southernwater.co.uk/works-or-issues-in-my-area/)
**3** Live Updates
Check for updates in your area
[Receive text alerts](https://www.southernwater.co.uk/works-or-issues-in-my-area/receive-text-alerts-for-future-supply-interruptions/) [View our interactive map](https://www.southernwater.co.uk/works-or-issues-in-my-area/)
There are no incidents at the moment.
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649)
TN35 4EJ Start date:
April 04, 2026
We are aware of an issue in the area. Our team is on the way to investigate and if necessary carry out any repairs to resolve this. If a repair is required, this can sometimes take longer than wed like, as we need to complete numerous checks and tests. We apologise for any inconvenience caused and we thank you for your patience.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649)
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649)
We are aware of an issue in the area. Our team is on the way to investigate and if necessary carry out any repairs to resolve this. If a repair is required, this can sometimes take longer than wed like, as we need to complete numerous checks and tests. We apologise for any inconvenience caused and we thank you for your patience.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.649)
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648)
Page Court & Howlands Court, Commonwealth Drive Start date:
April 03, 2026
Latest Update on 04/04/26 @ 09:28:We believe the repairs are still ongoing at the moment, so you may still experience interruptions to your supply. As this is a private issue, if you do encounter any problems then please do approach the Property Managers for further information/support.Previous Update on 03/04/26:We are aware of an issue in the area, which our team has already been on site to investigate. It has been determined that there is a fault with a private valve, and the Property Manager is already aware of the situation, and working to resolve it.We apologise for any inconvenience caused and we thank you for your patience.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648)
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648)
Latest Update on 04/04/26 @ 09:28:We believe the repairs are still ongoing at the moment, so you may still experience interruptions to your supply. As this is a private issue, if you do encounter any problems then please do approach the Property Managers for further information/support.Previous Update on 03/04/26:We are aware of an issue in the area, which our team has already been on site to investigate. It has been determined that there is a fault with a private valve, and the Property Manager is already aware of the situation, and working to resolve it.We apologise for any inconvenience caused and we thank you for your patience.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.648)
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646)
GU29 Area Start date:
April 01, 2026
Latest Update on 04/04/26 @ 08:57 - The works are still continuing today, and our crews and tankers will still be present in the area, whilst we work as quickly as possible to get the matter resovled.We apologise again for the continued inconvenience.Latest Update on 03/04/26 @ 13:12 - Our teams are just waiting for a new tanker to arrive on site, to keep the area in supply. Whilst we're waiting for it to arrive, you may notice short interruptions to the supply, such as low pressure/loss of supply, but this will be resolved as soon as the tanker arrives.Once again, we appreciate your understanding and continued patience with this matter.Latest Update on 03/04/26 @ 09:50 - We apologise for the delays, but our teams are still on site working on the booster. We do also still have tankers present in the area, and this is to try and prevent any interruptions to the water supply, whilst the work is ongoing.We really appreciate your continued patience and understanding, and we will keep you updated, as and when there are any changes.Latest Update 02/04/2026 Our teams are on site in GU29 which means you may lose pressure or water supply today. We're sorry for the inconvenience this could cause. We'll be working as quickly as possible to get things back to normal. You can find more about what is happening in your area at southernwater.co.uk/works. When supply does return, bubbles and some temporary discolouration are normal. Latest Update: Works are underway to our booster in your area and your supply may be intermittent whilst we carry this out. You'll see tanker movement in the area in order for us to provide you with an alternative water supply.Again, please accept our apologies for any inconvenience caused.Previous Update:We have a team on site investigating the issue. We'll aim to restore your fresh water supply as soon as possible. You may notice some discolouration or low pressure at first; this is completely normal when thereâs been a disruption to the supply and is only temporary. Again, please accept our apologies for any inconvenience caused.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646)
[Supply Interruption - Low Pressure / No Water](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646)
Latest Update on 04/04/26 @ 08:57 - The works are still continuing today, and our crews and tankers will still be present in the area, whilst we work as quickly as possible to get the matter resovled.We apologise again for the continued inconvenience.Latest Update on 03/04/26 @ 13:12 - Our teams are just waiting for a new tanker to arrive on site, to keep the area in supply. Whilst we're waiting for it to arrive, you may notice short interruptions to the supply, such as low pressure/loss of supply, but this will be resolved as soon as the tanker arrives.Once again, we appreciate your understanding and continued patience with this matter.Latest Update on 03/04/26 @ 09:50 - We apologise for the delays, but our teams are still on site working on the booster. We do also still have tankers present in the area, and this is to try and prevent any interruptions to the water supply, whilst the work is ongoing.We really appreciate your continued patience and understanding, and we will keep you updated, as and when there are any changes.Latest Update 02/04/2026 Our teams are on site in GU29 which means you may lose pressure or water supply today. We're sorry for the inconvenience this could cause. We'll be working as quickly as possible to get things back to normal. You can find more about what is happening in your area at southernwater.co.uk/works. When supply does return, bubbles and some temporary discolouration are normal. Latest Update: Works are underway to our booster in your area and your supply may be intermittent whilst we carry this out. You'll see tanker movement in the area in order for us to provide you with an alternative water supply.Again, please accept our apologies for any inconvenience caused.Previous Update:We have a team on site investigating the issue. We'll aim to restore your fresh water supply as soon as possible. You may notice some discolouration or low pressure at first; this is completely normal when thereâs been a disruption to the supply and is only temporary. Again, please accept our apologies for any inconvenience caused.
[View on map](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646) [](https://www.southernwater.co.uk/works-or-issues-in-my-area?id=SupplyInterruptions.646)
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1. [ Home](https://www.southernwater.co.uk/)
2. [Report a problem](https://www.southernwater.co.uk/report-a-problem/)
# Report a problem
Please follow the simple step-by-step process below to report a problem and weâll do our best to help as soon as possible.
### Report plastic beads
If you see plastic biobeads along the coast, please report it using this simple form.
[Report beads](https://www.southernwater.co.uk/latest-news/beads-washed-ashore-at-camber-sands/#report)
What is your issue?
Go Back
Step 1 of 3
1
## What best describes your issue?
 
### Water leak
 
### Water supply
 
### Pollution
 
### My water tastes, smells or looks unusual
 
### A manhole, cover or lid
 
### Drainage or flooding
 
### Other
## Where is the leak?
 
### Inside my home or business
 
### In a public place
 
### Outside but within my property boundary
## Contact a plumber
If the leak is inside your home or business, you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
## Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
- Emergency plumbing
- Underground plumbing
- Sanitation
- Leak detection
- Commercial plumbing
- Water services (groundworkers, catering installers, point of use installers).
## **If you have a leak in your home**
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
#### Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
[Search for a plumber](https://www.watersafe.org.uk/)
### Where's my stop tap?
Knowing where your stop tap, or stopcock, is and how to use it is important. It allows you to shut off the water in an emergency â like a burst pipe â or so work can be carried out on the plumbing in your home.
[Learn more](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/)
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Live updates")
[  Water and wastewater enquiries Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel:0330 303 0368> "Water and wastewater enquiries")
## Please describe the leak
### Damp patch or static water
### Water bubbling, trickling, or seeping from the ground
### Water is flowing quickly across the ground or is creating a large pool
### A burst, water is spraying from the ground
## Damp patch or static water
If you see a small trickle of water or a damp patch in a public place that isnât from recent rainfall, please use the form below to get in touch. Please be as detailed as you can about the location of the leak so that our team can find and fix it as soon as possible.
## Water bubbling, trickling or seeping from the ground
If the leak looks like itâs bubbling up from the ground and/or is forming a small puddle, you can use the contact form below to report it to us. When filling out the form, please be as specific as you can about the location so that we can find and fix the leak.
## Water is flowing quickly across the ground or is creating a large pool
If you see water flowing quickly across the ground or creating a large pool, please notify us as soon as possible so that we can quickly respond to the situation. You can do so by calling 0800 820 999 or speaking to us through our Live chat feature.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  24-hour free Leakline We look after thousands of miles of water mains, so your help is vital to our efforts to find and repair leaks. Please call our free 24-hour Leakline. Customer service: 0800 820 999](tel:0800820999 "24-hour free Leakline")
## A burst, water is spraying from the ground
If you see that a pipe has burst and water is spraying from the ground, weâd really appreciate it if you notify us as soon as possible so that we can respond quickly. Please call us on 0800 820 999 or get in touch via our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  24-hour free Leakline We look after thousands of miles of water mains, so your help is vital to our efforts to find and repair leaks. Please call our free 24-hour Leakline. Customer service: 0800 820 999](tel:0800820999 "24-hour free Leakline")
## Is the leak on your water meter?
 
### Yes
 
### No
## If the leak is on your water meter, please describe what you can see
 
### Trickling or damp patch
 
### Small puddle or water bubbling from the ground
 
### Water is flowing quickly across the ground or is creating a large pool
 
### A burst, water is spraying from the ground
## Water Leak: Trickling or damp patch
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the leak
Tell us about your leak.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Previous
Next
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
## Water Leak: Small puddle or water bubbling from the ground
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the leak
Tell us about your leak.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Previous
Next
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
## Water is flowing quickly across the ground or is creating a large pool
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  24-hour free Leakline We look after thousands of miles of water mains, so your help is vital to our efforts to find and repair leaks. Please call our free 24-hour Leakline. Customer service: 0800 820 999](tel:0800820999 "24-hour free Leakline")
## A burst, water is spraying from the ground
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  24-hour free Leakline We look after thousands of miles of water mains, so your help is vital to our efforts to find and repair leaks. Please call our free 24-hour Leakline. Customer service: 0800 820 999](tel:0800820999 "24-hour free Leakline")
## Please tell us more
## Please describe your water supply issue
 
### Low pressure
 
### High pressure
 
### No water
 
### Cloudy water
 
### Stop tap
## What to do if you have a problem with water pressure
Try these simple steps if youâre experiencing low water pressure in your home.
[Play Ask your neighbour video](https://player.vimeo.com/video/1117048547)
1 of 6
### Ask your neighbour
Check if your neighbour has low water pressure too. If they have, it could be a wider supply problem. If not, itâs likely to be an issue inside your home.
2 of 6
### Check for live updates
Check our interactive map to see if thereâs anything happening near you that might affect the water pressure in your area.
[Works or issues in my area](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Works or issues in my area")
3 of 6
### Try a quick flow test
First, turn off all taps and appliances. Fill a 1-litre jug or bottle with water from your cold kitchen tap. If it fills in under 7 seconds, your flow is fine. If it takes longer, your water pressure might be low.
4 of 6
### Carry out a tap test
Turn your internal stop tap off counting the number of turns it takes. Then run a nearby tap until the water stops. Turn the stop tap back on using the same number of turns. Repeat this a few times to see if your water pressure improves.
[Where's my stop tap?](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?")
5 of 6
### Check your cold kitchen tap
If water flows from your cold kitchen tap but nowhere else, itâs likely you have an internal plumbing issue. We recommend contacting an approved plumber to take a look.
[Find an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/ "Find an approved plumber")
6 of 6
### Look for Leaks
A sudden drop in pressure could mean thereâs a leak. If itâs outside your home, weâll investigate. If itâs inside, itâs your responsibility to get it fixed.
[How to find and fix leaks in your house](https://www.southernwater.co.uk/help-and-support/how-to-find-and-fix-leaks-in-your-house/ "How to find and fix leaks in your house")
### Still having trouble?
If youâve tried all the steps and things still arenât right, get in touch with us. Weâre here to help and can look into it further.
[Call us on 0330 303 0368](call:03303030368)
## Managing your water pressure
We keep a close eye on water pressure across our network to make sure your supply stays reliable. By using specialist valves and control devices, we can smooth out pressure changes - reducing the risk of leaks, bursts and unexpected outages.
How it works
Pressure varies naturally throughout the day. Itâs highest at night when demand is low, and lowest during busy times. We use smart technology to stabilise pressure, lowering it when itâs too high and boosting it when needed. This helps us protect your pipes and ours and keeps water flowing steadily to your home.
Why it matters?
Fewer leaks and bursts mean fewer disruptions and less wasted water. Consistent pressure helps your appliances run smoothly and can even lower your energy bills.
What you might notice
If weâre managing pressure in your area for the first time, you might notice a slight drop in water pressure. Youâll still get the water you need, but it may take a bit longer to fill a bath or washing machine.
You can check your water pressure by carrying out a flow test in step 3 above. If your supply is affected, weâll look into it and fix the issue. Most of our customers in areas where we're managing water pressure will not even notice a change.
## Your questions answered
Why is my water pressure low?
Reasons why your water pressure may be lower than usual:
- In your home only - you could have an internal plumbing issue inside your home.
- Real-time demand - Pressure often drops during busy times and rises at night.
- Pressure management work - it may be due to work weâre doing to manage flows across our network to make our supplies more reliable.
- Burst pipes or unplanned works - if thereâs little or no water, it might be a burst pipe.
- Planned work - weâll let you know in advance if planned work affects your supply. If you have extra needs, like home dialysis, join our [Priority Services Register](https://www.southernwater.co.uk/help-and-support/priority-service-register/ "Priority Service Register") so we can support you with bottled water if needed.
Is there anything else I can check when my water pressure drops?
As well as your internal stop tap, you should also check if any other taps that control flow to your hot water system or other devices are turned on. If you have a thermostatic shower, you should also check if the thermostat needs adjusting.
Why is my water pressure different to other peoples'?
This can be down to a few factors. Your water pressure can depend on the local geography, whereabouts your home is in relation to our service reservoir or water tower, and how much higher (in terms of ground level) either of these is in relation to your home. Did you know, for instance, that homes at the top of a hill will receive water at a lower pressure than those at the bottom?
Formal standards for water pressure
We manage water pressure to meet our [guaranteed service standards](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/ "Compensation and guaranteed standards of service"), so you can expect a reliable water supply and the level of service you deserve.
How to tackle irregular water flow or spluttering taps
During a stop tap test there may be a brief surge where water bursts out of your tap as the airlock clears. After this, it should return to normal.
If your taps continue to splutter or vibrate, or your water flow is irregular, it could be trapped air. Try turning on all your taps for a minuteâthis creates a strong flow that helps push air bubbles out of your pipes.
### How to clear trapped air:
1. Check your internal stop tap to make sure that the water in your house is turned on.
2. Move through your house and turn on every hot and cold water tap, beginning with the tap closest to your stop tap and work your way to the furthest tap.
3. Flush all toilets and run the water in all appliances or fixtures that use a water connection (for example, fill a cup with water from the refrigerator dispenser and run the dishwasher and washing machine through a rinse cycle).
4. Run everything for a few minutes or until your water flows normally at every tap, without any spluttering or banging.
5. Go back to the last tap you opened, farthest away from your stop tap, and turn off the water.
6. At each toilet, turn off the tap that is closest to your stop tap first, then flush the toilet and wait about two minutes before closing the next taps.
7. Carry on turning off taps, working your way back to the first taps you opened until youâve turned the water off at all taps and fixtures as this should get rid of the air pockets.
8. [Contact an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/ "Find an approved plumber") to inspect your pipes if clearing the air from the lines doesnât stop the problem (you may be dealing with water hammer or improperly sized pipes).
Loud thumps or bumps or prolonged noises and vibrations are usually caused by air in your pipes. If noise or sputtering happens when you close a stop tap or an appliance such as a dishwasher or washing machine switches cycles, it's more likely to be a pressure surge than air in the pipes.
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Live updates")
[  Water and wastewater enquiries Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel:0330 303 0368> "Water and wastewater enquiries")
## Contact a plumber
If you have high water pressure and it's causing you issues you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
## Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
- Emergency plumbing
- Underground plumbing
- Sanitation
- Leak detection
- Commercial plumbing
- Water services (groundworkers, catering installers, point of use installers).
## **If you have a leak in your home**
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
#### Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
[Search for a plumber](https://www.watersafe.org.uk/)
### Where's my stop tap?
Knowing where your stop tap, or stopcock, is and how to use it is important. It allows you to shut off the water in an emergency â like a burst pipe â or so work can be carried out on the plumbing in your home.
[Learn more](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/)
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Live updates")
[  Water and wastewater enquiries Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel:0330 303 0368> "Water and wastewater enquiries")
## What to do if your water stopped working
We'll let you know if we need to shut off your water supply while we carry out planned works. If you suddenly find your water has stopped working and we haven't been in contact, then there may be an issue. Follow these steps if you have an unplanned water outage.
1 of 6
### Check for water
First, try all your taps and flush the loos to find out whether you've lost water supply throughout your home.
2 of 6
### Check live incidents and planned work
If itâs affecting all your taps and toilets, enter your postcode to see if there are any incidents or works going on nearby that might be the cause. If you find an incident near you, you can sign up for updates.
[Works or issues in my area](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Works or issues in my area")
3 of 6
### Check your stop taps
Your stop taps control the amount of water that enters your property. You'll want to make sure that they're fully open.
[How to find your stop tap](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "How to find your stop tap")
4 of 6
### Check on your neighbours
If possible, check with a neighbour to see if theyâre having the same problem of water not working in their house too.
5 of 6
### Contact us
If our works have finished but you still have no water, please contact us.
[Get in touch](https://www.southernwater.co.uk/contact-us/ "Get in touch")
6 of 6
### If your water smells, tastes or looks unusual
When your water comes back on, it may look, taste, or smell a little unusual at first. Running your tap for a few minutes should clear it. Try collecting the water in your washing-up bowl or watering can so you can keep it to use around your garden.
[What to expect when your water returns](https://www.southernwater.co.uk/help-and-support/what-to-expect-when-your-water-returns/ "What to expect when your water returns")
## When will my water return?
Unfortunately, there isn't a sure way of saying how long it will be before your water returns after it has stopped. This can depend on the complexity of the problem and how long it takes us to fix it.
Weâll be doing our very best to get water back into your home. In the meantime, try to use what water you have sparingly.
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us on [0330 303 0368](tel:03303030368) (youâll only be charged for a local call).
#### Vulnerable Customers
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us (youâll only be charged for a local call).
[0330 303 0368](<tel:0330 303 0368>)
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Live updates")
[  Water and wastewater enquiries Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel:0330 303 0368> "Water and wastewater enquiries")
## Discoloured water that has a white, milky, chalky or bubbly appearance is likely caused by tiny air bubbles.
### What causes the discolouration?
Sometimes air can become trapped in pipes. When the pressure drops as you turn on the tap, the air is released and forms tiny bubbles (similar to opening a bottle of fizzy drink).
Sometimes, white scum may also form around the side of the glass. This is due to âsurface tensionâ where some of the tiny bubbles are trapped at the water's surface which then stick to the inside of the glass.
The air bubbles are harmless and should clear naturally in 24 hours.
## Try running through these steps to help clear your water.
1 of 4
### Leave the water to stand
As the air bubbles slowly float to the surface, the water will clear. If you pour a glass of water, you should be able to see it clear from the bottom up.
2 of 4
### Run your cold tap
Running your cold tap at full flow can help to clear any trapped air in your pipes. This should be the tap that's closest to your internal stop tap. Why not collect this water in your washing-up bowl? You can use it around your garden instead of letting it go down the drain.
3 of 4
### Check your stop taps
Sometimes, a faulty stop tap, or one that is partially open, can cause white or cloudy water. When you check them, make sure that they're fully open.
[Where's my stop tap?](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?")
4 of 4
### Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
4
### Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  24-hour free Leakline We look after thousands of miles of water mains, so your help is vital to our efforts to find and repair leaks. Please call our free 24-hour Leakline. Customer service: 0330 303 0368](tel:03303030368 "24-hour free Leakline")
## Stop tap
Where is your stop tap?
 
### Outside
 
### Inside my house
## External stop tap not working
You shouldn't rely on your external stop tap to turn the water off inside your home, you should use your internal stop tap for this.
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
- there's an urgent risk to health such as no water going in to your property
- there's a confirmed serious leak.
To make sure we invest in the areas that need it the most, we cannot attend:
- if your stop tap is broken
- to help locate your external stop tap
- to isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself.
If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
More information on [stop taps including where to find it](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?").
## Stopcock, stop valve and stop tap
These names are used interchangeably. Learn where to find both your internal and external stop tap, when to use them and who to contact if there's an issue.
Internal stop tap
External stop tap
## Internal stop tap
Youâll have an internal stop tap somewhere in your property. Your internal stop tap should be used as the main way to turn your water on and off. You'll need to use it if you have a leak or when carrying out plumbing or general renovations.
### Where to find your internal stop tap
It's usually found under the kitchen sink, but you may also find it under the stairs or in the downstairs toilet. If you live in a flat, there may be a communal stop tap that supplies several flats. Or, you may have a stop tap in your flat where your water supply enters.
### What if thereâs a problem with my internal stop tap?
As itâs in your home, itâs your responsibility to install, maintain, fix and replace your internal stop tap. If itâs faulty or needs to be repaired, you will need to call a plumber to fix it.
### Home renovations
We will not attend to faulty stop taps. If you are carrying out work on your home, you can use your internal stop tap to turn your water off. It if isnât working, you'll need to call a plumber who can freeze a section of the internal pipe or fit an Aladdin valve to shut the water off.
## External stop tap
Outside your property, youâll also have an external stop tap which can be used to shut off the water in the event of an emergency. You shouldn't rely on it to turn the water off inside your home, you should use your internal stop tap for this.
### Where to find your external stop tap
External stop taps are normally found under a cover outside your home on a footpath, driveway, garden or grass verge. They control the cold-water supply going into your home.
### What if thereâs a problem with my external stop tap?
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
⢠there's an urgent risk to health such as no water going in to your property
⢠there's a confirmed serious leak.
To make sure we invest in the areas that need it the most, we cannot attend if your stop tap is broken, to help locate your external stop tap, isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself. If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
## What to do if I have a leak?
Higher than usual bills, low water pressure, or a damp patch may suggest you have a leak but there arenât always obvious signs. To [find out if you have a leak](https://www.southernwater.co.uk/help-and-support/how-to-find-and-fix-leaks-in-your-house/ "How to find and fix leaks in your house"), you may need to do the water meter test.
If you do have a leak:
- turn off your water using your internal stop tap and open all taps to drain the water from your pipes
- switch off any electrical items if the water is close by
- use towels to soak up or block off any water
- turn off your boiler if you have a burst pipe.
Contact an approved plumber as soon as possible.
If the leak is outside your home or from your external stop tap, then turn the external stop tap off and [report it to us](https://www.southernwater.co.uk/report-a-problem/ "Report a problem").
#### Need a plumber?
If you're having trouble with your stop tap â or have a bigger task at hand â you may need the help of a reputable plumber. The WaterSafe online directory can help you find a trusted plumber who is qualified to meet the regulations for working safely with drinking water.
[Find an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/)
## Stop tap tips
### How to turn off the water in your house
Turn the stop tap clockwise. Turn it on again by turning it anticlockwise. Youâll reach a point where it stops naturally without having to force it.
### Wait a minute
It may take a few turns to turn the water on and off and you may need to wait a few minutes for this to take effect.
### Test your internal stop tap
Itâs a good idea to regularly check your internal stop tap from time to time to make sure itâs working. If you have any issues, please contact a plumber.
### Show your family
Make sure everyone in the family knows where they are and how to use them in case of an emergency.
### Prepare for holidays
Turn off your stop tap before you go on holiday in case thereâs a plumbing problem while you're away.
### Label your stop valves
Identify where your hot water stop tap valve is and label it along with the cold stop tap so everyone can tell which is which.
## You may also be interested in...
[  Emergencies that need urgent attention Please call our emergency line if you have no water, if thereâs a burst or leak in a public place, or a blocked and flooding sewer. Calls are charged at local rates. Call: 0330 303 0368](<tel:0330 303 0368> "Emergencies that need urgent attention")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Check live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Check live updates")
## Report a pollution
When thereâs a wastewater or sewer leak or pollution, we want to sort it as quickly as possible, please pinpoint it on the map below so we can get our team on it. You can see any pollutions that have already been reported and view our progress by selecting them.
## My water is discoloured...
Yellow, orange, brown tap water or with particles
Sometimes tap water can look yellow, rust-coloured or brown or it may contain small dark particles. Normally this is nothing to worry about.
### What to do?
If thereâs yellow, dark or brown water coming from your tap or your water has particles in:
1. Avoid using your hot water until your cold water runs clear as this can bring sediment through your pipes and appliances.
2. Check for live [issues and works in your area.](https://www.southernwater.co.uk/works-or-issues-in-my-area/) Are your neighbours experiencing the same? If so, itâs likely to be due to a disturbance within our network.
3. Slowly run the cold tap closest to your internal stop tap (usually in your kitchen) for 2-5 minutes. If this doesnât clear it, wait around 20 minutes and try again. Be careful not to run your tap too forcefully, as this can stir up sediment and make things worse.
4. If this doesnât work and your water is still discoloured after 24 hours, please call us on [0330 303 0368](tel:03303030368).
### What causes this?
This is likely caused by sediment in pipes which can build up when thereâs been a disruption in our network such as a burst, repairs, or the fire service using a lot of water. Sediment can also build up over time in older cast iron water mains. To prevent this, weâre investing millions to replace these mains across the region.
We continuously monitor and test our water supply. Brown water from your tap may indicate slightly higher iron levels and black particles may indicate a higher level of manganese.
Cloudy tap water
Water that looks white, milky or contains bubbles is harmless and it should naturally clear within 24 hours.
### What to do?
If you have bubbly or cloudy water coming from your taps:
1. **Fill a glass and leave it to stand**:
As the air bubbles slowly float to the surface, your water should clear from the bottom up.
2. **Run your cold tap:**
Running your cold tap at full flow can help clear any trapped air in your pipes. If you can, use the tap closest to your internal stop tap (usually found under the kitchen sink).
3. **Check your stop taps:**
Sometimes, a faulty stop tap, or one thatâs partially open, can cause cloudy water. Find and check your stop tap to make sure that they're fully open.
### What causes it?
Disturbances or changes within our network can cause air to become trapped in the system which causes bubbly or cloudy tap water. Your water can even appear fizzy after a burst main has been fixed and refilled. White scum may also form on the surface of the water.
Blue or coloured water
If you have blue, green or any other coloured water coming from your tap, please stop using it until itâs been tested.
### What to do?
If you experience blue water, please call us straight away on [0330 303 0368](tel:03303030368) to report it. Weâll arrange to have your water tested.
### What causes it?
Blue discolouration can mean thereâs higher-than-normal amounts of copper in your water This can be caused by poor internal plumbing, storage cylinders or even blue disinfectant boxes placed in toilet systems. Itâs quite common in newly installed pipes and boilers as protective film forms after theyâve been fitted and it can take a few days for your water to run clear.
Stains or slime on your bath
Pink and black stains or slime may sometimes appear on your bath, shower or elsewhere in your bathroom or kitchen.
### What to do?
You should prevent these stains from building up by:
1. **Use a bleach-based cleaner**
The best way of controlling growth is through regular cleaning. Focus on areas where soap and residue may build up. Leave the cleaning product on for about 30 minutes, scrub with a clean cloth or toothbrush and rinse. Avoid using abrasive cleaning products as they can leave a rough surface where the fungi can take hold.
2. **Check your storage tank**
Storage tanks feed internal plumbing except your cold kitchen tap and should be closed with a secure lid to stop dust and debris from falling into the tank. Check your tank for sediment and clean it if needed.
3. **Improve ventilation**
Improving ventilation in your home and keeping surfaces dry is one of the best ways to prevent growth.
### What causes it?
Staining and the build up of slime is caused by airborne bacteria and fungi. We clean your water with a small amount of chlorine, but hot water systems inside the home can remove it, allowing bacteria and fungi to grow in warm, moist conditions.
## My water tastes or smells funny...
Before following our advice below, try taking a fresh glass of water into a different room as other factors, like nearby cooking, can affect the smell and taste of your water.
Metallic taste
You may experience a metallic taste from your tap water. Normally, this is nothing to worry about.
### What to do?
If you have bitter or metallic tasting water:
1. **Run your tap**
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.
2. **Check your tank**
If you have a storage tank, regularly check whether itâs in good condition.
3. **Check your hot and cold water pipes aren't touching**
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.
### What causes it?
A metallic taste or smell is often caused by your pipework, tanks or fittings. It can happen when:
- water warms up due to your hot and cold pipes being too close together and picks up traces of metals like copper
- water sits still for too long, common in large building with long pipes
- old iron pipes release particles into the water.
Smells like chlorine
Water can sometimes smell like chlorine. Normally, this is nothing to worry about.
### What to do?
If your water tastes or smells like chlorine:
1. **Fill a clean glass**
Cover it with a lid or clean cloth and let it stand in your fridge for about an hour or until chilled. Refresh the water if it hasnât been used within 24 hours.
2. **Boil it**
If chilling the water doesnât work, you can also boil it to reduce the smell of chlorine. Once cool, keep it in the fridge and use it within 24 hours.
3. **Use a filter**
You can also use a water filter that contains carbon. If the filter is plumbed into your water supply, it must meet the Water Supply Regulations 1999.
4. If youâre still experiencing issues with the taste of your water after youâve tried the above steps, please call us on [0330 303 0368](tel:03303030368).
### What causes it?
We must disinfect your drinking water with small amounts of chlorine before it travels through our pipes to make sure any harmful bacteria are killed. In very long supply networks, we sometimes add chlorine at other points to maintain water quality. The amounts of chlorine are tightly monitored at every point including our water supply works, supply reservoirs and at customer taps.
You may notice a stronger chlorine smell during peak times when people are using more water or if you live near one of our water supply sites
### Is chlorine harmful to humans or animals?
Chlorine has been used for over 100 years to disinfect water. Itâs harmless to people at the small concentrations we use in our supplies. This level of chlorine is also harmless to domestic pets but can affect fish and amphibians such as frogs and turtles. Fish kept in aquariums or ponds are also extremely sensitive to chlorine.
When youâre filling or topping up aquariums, you should try to remove the chlorine before water comes into contact with the fish. Aquatic and pet shops can offer suitable products and advice to do this.
Stale, earthy or musty water
Sometimes water can smell or taste pond-like but usually thereâs nothing to be worried about.
### What to do?
If your tap water tastes stale or earthy:
1. **Run your tap**
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.
2. **Check your fittings**
To help keep your water safe and fresh, itâs important to check that all your plumbing fittings meet the Water Supply Regulations. If any donât, they may need to be replaced.
3. **Check your hot and cold water pipes aren't touching**
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.
### What causes it?
Water that has sat still for too long can cause a stale or a pond-like smell or taste, especially if itâs close to rarely used taps and where hot pipes are touching cold pipes.
Sometimes stale, earthy or musty water can be caused by harmless algae in natural water sources. In areas where we know this is a problem, we specifically treat the water to prevent this and carry out daily checks.
Smells like fuel or petrol
### What to do?
If your tap water tastes or smells like petrol, diesel or oil, donât drink it and call us [0330 303 0368](tel:03303030368) straight away. Weâll investigate quickly and advise you on what to do next.
### What causes it?
This can happen when fuel leaks or spills into the ground near plastic pipes, allowing chemicals to seep into the water supply. Itâs more common in rural areas and can be caused by car fuel spills on driveways or leaks from oil tanks.
#### Our drinking water standards
We carefully test and monitor our water supplies, so that we can provide customers with safe and high-quality drinking water.
[Our water quality checks](https://www.southernwater.co.uk/help-and-support/drinking-water-standards/)
## You may also be interested in...
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
[  Live updates Here you can enter your postcode to check for reported incidents and planned works that are currently happening in your area. Check now](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Live updates")
[  Water and wastewater enquiries Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel:0330 303 0368> "Water and wastewater enquiries")
## What type of manhole cover or lid is it?
### Stop tap / valve
### Manhole
### Road gulley / cover
### Boundary box
### Hydrant / valve
### Don't know
## Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
[  Call us Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel: 0330 303 0368> "Call us")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
[  Call us Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel: 0330 303 0368> "Call us")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Road gulley / cover
If the gulley is broken, missing or blocked please report it to your local council.
[  Report it to your local council If the gulley is broken, missing or blocked please report it to your local council. Report issue](https://www.gov.uk/report-blocked-drain "Report it to your local council")
## Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
[  Call us Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel: 0330 303 0368> "Call us")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
[  Call us Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel: 0330 303 0368> "Call us")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
[  Call us Calls charged at local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7.30am-10.30pm. Call: 0330 303 0368](<tel: 0330 303 0368> "Call us")
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start chat]("Chat to us")
## Drainage or flooding
 
### My home or business is flooded with sewer water
 
### My garden is flooded with sewer water
 
### My home or business is flooded with clean water
 
### Blockage
 
### Smell
 
### Rodents
## My home or business is flooded with sewer water
We understand that this is a worrying and stressful time for you, and we want to help in any way we can. Please contact us straight away by calling us or by using our Live chat and weâll help as soon as possible.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Water and wastewater enquiries Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Water and wastewater enquiries")
## What to do once you've contacted us
After contacting us, here's what to do next if your home or business is flooded with sewer water.
1 of 6
### Make sure the area is safe
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
2 of 6
### Contact your insurer or landlord
Report any losses or damage to your insurance provider and keep receipts of emergency expenses. If you live in a rented property, you should contact your landlord and let them know.
3 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine the cause of the flooding and whether youâre entitled to a Guaranteed Standards of Service payment.
4 of 6
### We'll respond
We'll try to be with you within two hours. In bad weather, it may take us a little longer to get to you and we may need to prioritise the most severe cases first. If you provide a mobile number, we'll contact you to let you know we are on our way.
5 of 6
### We'll find the cause
This will involve checking nearby sewers. One of our team will explain everything to you, provide their details, and answer any of your questions. If needed, they will also reach out to our team of Customer Case Leads who'll then be your dedicated point of contact until the incident is fully resolved.
6 of 6
### We'll clean up the area
Weâll offer to arrange for a specialist clean-up, whether you have home insurance or not. We'll aim to get to your property within four hours and complete the initial clean-up within 12 hours. We'll remove any sewage debris, clean, disinfect, decontaminate, and install dehumidifiers until the area is thoroughly dried out. This is all free of charge.
## Guaranteed Standards of Service payment
If you experience flooding inside your property because of a failure of our systems, weâll automatically make a payment to you of an amount equivalent to your annual wastewater charge. This will be from a minimum of ÂŁ150 to a maximum of ÂŁ1,000 for each incident. These pa
**What will happen following your claim:**
1\. Weâll write to you within 20 working days of the incident. The letter will include the following information:
- - more about the payment
- what steps we have to take as a direct result of the incident
- any investigations we need to carry out.
2\. Weâll send you a cheque or credit your account within 20 working days of the flooding incident.
3\. If weâre late with the payment, youâll get an extra ÂŁ20 as a credit to your account.
**We may not make these payments if any of the following situations apply:**
- the flooding was caused by your actions
- the flooding was caused by exceptional rainfall
- our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
#### Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
[Guaranteed standards of service](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/)
## My garden is flooded with sewer water
We understand that this can be stressful and upsetting and we want to help in any way we can. If your garden is flooded with sewer water, please contact us straight away by calling us or using our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Water and wastewater enquiries Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Water and wastewater enquiries")
## What to do once you've contacted us
After contacting us, here's what to do next if your garden is flooded with sewer water.
1 of 6
### Contact your insurer or landlord
Keep children and pets away from the flooded areas and contact your insurance provider to report the damage and make a claim (keep receipts of emergency expenses). If you live in a rented property, you should contact your landlord.
2 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine why the flooding happened and whether youâre entitled to a Guaranteed Standards of Service payment.
3 of 6
### We'll respond
We'll aim to get to you as soon as possible and within 24 hours. In severe weather, we may take a little longer or need to prioritise more serious incidents. If we have your mobile number, we'll contact you to let you know when we're on our way.
4 of 6
### We'll find the cause
When we arrive, weâll quickly work to find the cause. This will involve checking nearby sewers. Our first responders will do all they can to stop the flooding and prevent the flood water from entering your property.
5 of 6
### We'll clean the area
Weâll offer to clean the affected area whether you have home insurance or not. If there is daylight, weâll start straight away but if it's dark, we may need to come back the next day. This is free of charge and we'll aim to finish the clean-up within 48 hours.
6 of 6
### Disinfection
We'll disinfect hard surfaces as part of the clean-up but not lawns or borders as it can kill plants. The sun's ultraviolet rays are very effective at killing bacteria and levels should reduce to normal after 9 days in warm, dry weather or 25 in cold, wet weather. When it's safe to do so, dispose of any affected fruit or vegetables in your garden.
## Guaranteed standards of service payment
If you've experienced external flooding caused by a failure of our systems, you may claim an amount equivalent to half your annual sewerage charges, from a minimum of ÂŁ75 to a maximum of ÂŁ500.
To claim, youâll need to apply within three months of the incident. The first step is to fill in [our External Flooding claim form](https://www.southernwater.co.uk/help-and-support/external-flooding-claim/ "External flooding claim") or get in touch.
These payments are not compensation or an admission of liability.
**We may not make these payments if any of the following situations apply:**
- The flooding was caused by your actions
- The flooding was caused by exceptional rainfall
- Our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
#### Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
[Guaranteed standards of service](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/)
## My home or business is flooded with clean water
We know how stressful and upsetting flooding in your home or business can be and we want to help in any way we can. Please get in touch straight away by calling us or by using our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Water and wastewater enquiries Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Water and wastewater enquiries")
## What to do once you've contacted us
After contacting us, here's what to do next if your home or business is flooded with clean water.
1 of 6
### Contact your insurer
Tell your insurers about any damage the flooding has caused to your property straight away. If you donât, it may affect any future insurance claims you need to make.
2 of 6
### Clear the area
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
3 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area and any damaged property. These could support your insurance claim and help us to determine why the flooding has happened.
4 of 6
### We'll respond
Weâll aim to be with you within two hours. Please be aware that in storms and severe weather, we may take longer to reach you. If we have your mobile number, we may send you updates by text.
5 of 6
### We'll find the cause
When we get there, weâll quickly work to find the cause. This will involve checking supply pipes to see if a burst pipe has flooded your house.
6 of 6
### Clean-up and next steps
In the majority of cases, if your property has been flooded, we'll carry out a basic clean-up or offer you help and advice about what to do next. Your insurance company may also have made arrangements.
## Insurance claims
We have strict liability for freshwater flooding. That means weâll pay the cost of replacing damaged property or lost items.
You'll need to make claims for damage or loss to your own insurers as they will settle claims on a new for old basis. Theyâll tell you what you need to do to meet the terms and conditions of your policy and recover anything theyâve paid out from us.
We'll also pay any insurance excess youâve had to pay.
If youâre not insured, then weâll deal directly with you. Weâll settle claims based on an itemâs current age and value, including wear and tear, rather than on a ânew for oldâ basis.
## Blockage
##### Is this an emergency?
 
### Yes
 
### No
## Blockage: Emergency
If thereâs a blockage that requires urgent attention, please get in touch as soon as you can. You can do this by calling us or by using our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Water and wastewater enquiries Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Water and wastewater enquiries")
## Blockage: not an emergency
If thereâs a blockage that isnât an emergency, please use the form below to report it to us so that we can quickly respond. When filling out the form, please include as much detail about the blockage and its location as possible.
##### Step 1: About the blockage
Tell us about the blockage.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the blockage
Tell us about the blockage.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Previous
Next
##### Step 1: About the blockage
Tell us about the blockage.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
## Drainage or flooding - Smell
If thereâs a smell caused by a plumbing or drainage issue, please get in contact straight away so that we can identify and resolve the problem. You can do this by calling us or by using our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Water and wastewater enquiries Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Water and wastewater enquiries")
## Drainage or flooding - Rodents
Unfortunately, sewers make attractive habitats for rats. Damage or defects in the network can make it easier for rats to move between the sewer and the surface. They can also be drawn to homes by things like open bins and excessive food waste.
We understand how unpleasant this can be for you. If there are rodents in sewers that are affecting your property, we can work with local authorities, pest control companies and the Environment Agency to help solve the problem. Please use the form below to get in touch and provide as much information as you can about the issue.
### Tips for preventing rats
- Donât put bird seed on the ground. Instead, use a bird table or feeder.
- Make sure bin lids are shut and in good condition.
- If you have a compost bin, make sure that itâs properly sealed.
- Ensure there are no gaps in your homeâs internal pipework and seal any disused pipes.
##### Step 1: About the rodents problem
Tell us about your rodents problem.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the rodents problem
Tell us about your rodents problem.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Previous
Next
##### Step 1: About the rodents problem
Tell us about your rodents problem.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
## Other
 
### Southern Water repair work
 
### Southern Water site
 
### Another issue
## Southern Water repair work
We often carry out work to repair or upgrade parts of our network. Sometimes these works can be disruptive, but if they are causing a problem for you, please let us know using this form and weâll do what we can to resolve it.
##### Step 1: Your details
Please supply your details.
##### Step 2: Repair work details
Please provide us with details of the repair work.
##### Step 3: Reason for contact
Tell us more about your issue.
#### Step 1: Your details
Please supply your details.
#### Step 2: Repair work details
Please provide us with details of the repair work.
#### Step 3: Reason for contact
Tell us more about your issue.
Previous
Next
##### Step 1: Your details
Please supply your details.
##### Step 2: Repair work details
Please provide us with details of the repair work.
##### Step 3: Reason for contact
Tell us more about your issue.
## Report a problem at a Southern Water site
If thereâs a problem at one of our sites, please report it to us as soon as possible. You can use the form below to get in touch â please include as much detail as you can about where and what the issue is.
##### Step 1: Your details
Please provide us with your contact details.
##### Step 2: Problem details
Please provide us with information about the problem.
#### Step 1: Your details
Please provide us with your contact details.
#### Step 2: Problem details
Please provide us with information about the problem.
Previous
Next
##### Step 1: Your details
Please provide us with your contact details.
##### Step 2: Problem details
Please provide us with information about the problem.
## Another Issue
If youâre experiencing another issue that you canât find here, please get in contact so that we can help identify and resolve the problem. You can do this by calling us or by using our Live chat.
[  Chat to us Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website. Start Chat]("Chat to us")
[  Call us Please call us on the number below for general enquiries and to report problems. Calls will be charged at your local rate Monday to Friday, 7am-11pm and Saturday and Sunday, 7:30am-10:30pm. Customer service: 0330 303 0368](tel:03303030368 "Call us")
I can't see anything relating to my issue
Previous
Yes
No
## Get in touch
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| Readable Markdown | 1. [ Home](https://www.southernwater.co.uk/)
2. [Report a problem](https://www.southernwater.co.uk/report-a-problem/)
Please follow the simple step-by-step process below to report a problem and weâll do our best to help as soon as possible.
What is your issue?
Step 1 of 3
1
What best describes your issue?
 
### Water leak
 
### Water supply
 
### Pollution
 
### My water tastes, smells or looks unusual
 
### A manhole, cover or lid
 
### Drainage or flooding
 
### Other
Where is the leak?
 
### Inside my home or business
 
### In a public place
 
### Outside but within my property boundary
## Contact a plumber
If the leak is inside your home or business, you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
## Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
- Emergency plumbing
- Underground plumbing
- Sanitation
- Leak detection
- Commercial plumbing
- Water services (groundworkers, catering installers, point of use installers).
## **If you have a leak in your home**
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
#### Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
[Search for a plumber](https://www.watersafe.org.uk/)
You may also be interested in...
Please describe the leak
### Damp patch or static water
### Water bubbling, trickling, or seeping from the ground
### Water is flowing quickly across the ground or is creating a large pool
### A burst, water is spraying from the ground
## Damp patch or static water
If you see a small trickle of water or a damp patch in a public place that isnât from recent rainfall, please use the form below to get in touch. Please be as detailed as you can about the location of the leak so that our team can find and fix it as soon as possible.
## Water bubbling, trickling or seeping from the ground
If the leak looks like itâs bubbling up from the ground and/or is forming a small puddle, you can use the contact form below to report it to us. When filling out the form, please be as specific as you can about the location so that we can find and fix the leak.
## Water is flowing quickly across the ground or is creating a large pool
If you see water flowing quickly across the ground or creating a large pool, please notify us as soon as possible so that we can quickly respond to the situation. You can do so by calling 0800 820 999 or speaking to us through our Live chat feature.
## A burst, water is spraying from the ground
If you see that a pipe has burst and water is spraying from the ground, weâd really appreciate it if you notify us as soon as possible so that we can respond quickly. Please call us on 0800 820 999 or get in touch via our Live chat.
Is the leak on your water meter?
 
### Yes
 
### No
If the leak is on your water meter, please describe what you can see
 
### Trickling or damp patch
 
### Small puddle or water bubbling from the ground
 
### Water is flowing quickly across the ground or is creating a large pool
 
### A burst, water is spraying from the ground
Water Leak: Trickling or damp patch
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the leak
Tell us about your leak.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Water Leak: Small puddle or water bubbling from the ground
##### Step 1: About the leak
Tell us about your leak.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the leak
Tell us about your leak.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Water is flowing quickly across the ground or is creating a large pool
A burst, water is spraying from the ground
Please tell us more
Please describe your water supply issue
 
### Low pressure
 
### High pressure
 
### No water
 
### Cloudy water
 
### Stop tap
## What to do if you have a problem with water pressure
Try these simple steps if youâre experiencing low water pressure in your home.
1 of 6
### Ask your neighbour
Check if your neighbour has low water pressure too. If they have, it could be a wider supply problem. If not, itâs likely to be an issue inside your home.
2 of 6
### Check for live updates
Check our interactive map to see if thereâs anything happening near you that might affect the water pressure in your area.
[Works or issues in my area](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Works or issues in my area")
3 of 6
### Try a quick flow test
First, turn off all taps and appliances. Fill a 1-litre jug or bottle with water from your cold kitchen tap. If it fills in under 7 seconds, your flow is fine. If it takes longer, your water pressure might be low.
4 of 6
### Carry out a tap test
Turn your internal stop tap off counting the number of turns it takes. Then run a nearby tap until the water stops. Turn the stop tap back on using the same number of turns. Repeat this a few times to see if your water pressure improves.
[Where's my stop tap?](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?")
5 of 6
### Check your cold kitchen tap
If water flows from your cold kitchen tap but nowhere else, itâs likely you have an internal plumbing issue. We recommend contacting an approved plumber to take a look.
[Find an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/ "Find an approved plumber")
6 of 6
### Look for Leaks
A sudden drop in pressure could mean thereâs a leak. If itâs outside your home, weâll investigate. If itâs inside, itâs your responsibility to get it fixed.
[How to find and fix leaks in your house](https://www.southernwater.co.uk/help-and-support/how-to-find-and-fix-leaks-in-your-house/ "How to find and fix leaks in your house")
## Managing your water pressure
We keep a close eye on water pressure across our network to make sure your supply stays reliable. By using specialist valves and control devices, we can smooth out pressure changes - reducing the risk of leaks, bursts and unexpected outages.
Pressure varies naturally throughout the day. Itâs highest at night when demand is low, and lowest during busy times. We use smart technology to stabilise pressure, lowering it when itâs too high and boosting it when needed. This helps us protect your pipes and ours and keeps water flowing steadily to your home.
Fewer leaks and bursts mean fewer disruptions and less wasted water. Consistent pressure helps your appliances run smoothly and can even lower your energy bills.
If weâre managing pressure in your area for the first time, you might notice a slight drop in water pressure. Youâll still get the water you need, but it may take a bit longer to fill a bath or washing machine.
You can check your water pressure by carrying out a flow test in step 3 above. If your supply is affected, weâll look into it and fix the issue. Most of our customers in areas where we're managing water pressure will not even notice a change.
Your questions answered
Reasons why your water pressure may be lower than usual:
- In your home only - you could have an internal plumbing issue inside your home.
- Real-time demand - Pressure often drops during busy times and rises at night.
- Pressure management work - it may be due to work weâre doing to manage flows across our network to make our supplies more reliable.
- Burst pipes or unplanned works - if thereâs little or no water, it might be a burst pipe.
- Planned work - weâll let you know in advance if planned work affects your supply. If you have extra needs, like home dialysis, join our [Priority Services Register](https://www.southernwater.co.uk/help-and-support/priority-service-register/ "Priority Service Register") so we can support you with bottled water if needed.
As well as your internal stop tap, you should also check if any other taps that control flow to your hot water system or other devices are turned on. If you have a thermostatic shower, you should also check if the thermostat needs adjusting.
This can be down to a few factors. Your water pressure can depend on the local geography, whereabouts your home is in relation to our service reservoir or water tower, and how much higher (in terms of ground level) either of these is in relation to your home. Did you know, for instance, that homes at the top of a hill will receive water at a lower pressure than those at the bottom?
We manage water pressure to meet our [guaranteed service standards](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/ "Compensation and guaranteed standards of service"), so you can expect a reliable water supply and the level of service you deserve.
During a stop tap test there may be a brief surge where water bursts out of your tap as the airlock clears. After this, it should return to normal.
If your taps continue to splutter or vibrate, or your water flow is irregular, it could be trapped air. Try turning on all your taps for a minuteâthis creates a strong flow that helps push air bubbles out of your pipes.
### How to clear trapped air:
1. Check your internal stop tap to make sure that the water in your house is turned on.
2. Move through your house and turn on every hot and cold water tap, beginning with the tap closest to your stop tap and work your way to the furthest tap.
3. Flush all toilets and run the water in all appliances or fixtures that use a water connection (for example, fill a cup with water from the refrigerator dispenser and run the dishwasher and washing machine through a rinse cycle).
4. Run everything for a few minutes or until your water flows normally at every tap, without any spluttering or banging.
5. Go back to the last tap you opened, farthest away from your stop tap, and turn off the water.
6. At each toilet, turn off the tap that is closest to your stop tap first, then flush the toilet and wait about two minutes before closing the next taps.
7. Carry on turning off taps, working your way back to the first taps you opened until youâve turned the water off at all taps and fixtures as this should get rid of the air pockets.
8. [Contact an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/ "Find an approved plumber") to inspect your pipes if clearing the air from the lines doesnât stop the problem (you may be dealing with water hammer or improperly sized pipes).
Loud thumps or bumps or prolonged noises and vibrations are usually caused by air in your pipes. If noise or sputtering happens when you close a stop tap or an appliance such as a dishwasher or washing machine switches cycles, it's more likely to be a pressure surge than air in the pipes.
You may also be interested in...
## Contact a plumber
If you have high water pressure and it's causing you issues you should contact a plumber to help you fix the problem. Follow the link to search for an approved plumber in your area or read more to find out why itâs so important to only get assistance from approved plumbers.
## Why is it important to find an approved plumber?
All plumbing work needs to comply with water regulations.
All plumbing businesses listed on WaterSafe are members of a water industry-backed Approved Contractorsâ Scheme in the UK. They also carry agreed levels of Public Liability Insurance and operate a customer complaints scheme.
Using an approved plumbing business is reassuring for you and helps prevent the risk of contamination of drinking water from poor plumbing practices and sub-standard products.
You can search for many different services on WaterSafe, including:
- Emergency plumbing
- Underground plumbing
- Sanitation
- Leak detection
- Commercial plumbing
- Water services (groundworkers, catering installers, point of use installers).
## **If you have a leak in your home**
Leaking pipes and dripping taps can waste a lot of water and cost you money.
If you experience burst pipes or a leak inside your home, turn off your water supply at your stop tap and contact a plumber immediately.
#### Find an approved plumber
Enter your postcode on the WaterSafe website to search for an approved plumber near you.
[Search for a plumber](https://www.watersafe.org.uk/)
You may also be interested in...
## What to do if your water stopped working
We'll let you know if we need to shut off your water supply while we carry out planned works. If you suddenly find your water has stopped working and we haven't been in contact, then there may be an issue. Follow these steps if you have an unplanned water outage.
1 of 6
### Check for water
First, try all your taps and flush the loos to find out whether you've lost water supply throughout your home.
2 of 6
### Check live incidents and planned work
If itâs affecting all your taps and toilets, enter your postcode to see if there are any incidents or works going on nearby that might be the cause. If you find an incident near you, you can sign up for updates.
[Works or issues in my area](https://www.southernwater.co.uk/works-or-issues-in-my-area/ "Works or issues in my area")
3 of 6
### Check your stop taps
Your stop taps control the amount of water that enters your property. You'll want to make sure that they're fully open.
[How to find your stop tap](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "How to find your stop tap")
4 of 6
### Check on your neighbours
If possible, check with a neighbour to see if theyâre having the same problem of water not working in their house too.
5 of 6
### Contact us
If our works have finished but you still have no water, please contact us.
[Get in touch](https://www.southernwater.co.uk/contact-us/ "Get in touch")
6 of 6
### If your water smells, tastes or looks unusual
When your water comes back on, it may look, taste, or smell a little unusual at first. Running your tap for a few minutes should clear it. Try collecting the water in your washing-up bowl or watering can so you can keep it to use around your garden.
[What to expect when your water returns](https://www.southernwater.co.uk/help-and-support/what-to-expect-when-your-water-returns/ "What to expect when your water returns")
## When will my water return?
Unfortunately, there isn't a sure way of saying how long it will be before your water returns after it has stopped. This can depend on the complexity of the problem and how long it takes us to fix it.
Weâll be doing our very best to get water back into your home. In the meantime, try to use what water you have sparingly.
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us on [0330 303 0368](tel:03303030368) (youâll only be charged for a local call).
#### Vulnerable Customers
If you or a neighbour are in any way vulnerable and need us to deliver bottled water, please call us (youâll only be charged for a local call).
[0330 303 0368](<tel:0330 303 0368>)
You may also be interested in...
Try running through these steps to help clear your water.
1 of 4
### Leave the water to stand
As the air bubbles slowly float to the surface, the water will clear. If you pour a glass of water, you should be able to see it clear from the bottom up.
2 of 4
### Run your cold tap
Running your cold tap at full flow can help to clear any trapped air in your pipes. This should be the tap that's closest to your internal stop tap. Why not collect this water in your washing-up bowl? You can use it around your garden instead of letting it go down the drain.
3 of 4
### Check your stop taps
Sometimes, a faulty stop tap, or one that is partially open, can cause white or cloudy water. When you check them, make sure that they're fully open.
[Where's my stop tap?](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?")
4 of 4
### Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
4
### Check for live updates in your area
Use our interactive map to identify any water-related issues in your area. Our map lets you know about significant works going on â as opposed to all works â and is based on what exactly needs doing, how many residents are affected and how long we expect the work to last.
You may also be interested in...
## Stop tap
Where is your stop tap?
 
### Outside
 
### Inside my house
## External stop tap not working
You shouldn't rely on your external stop tap to turn the water off inside your home, you should use your internal stop tap for this.
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
- there's an urgent risk to health such as no water going in to your property
- there's a confirmed serious leak.
To make sure we invest in the areas that need it the most, we cannot attend:
- if your stop tap is broken
- to help locate your external stop tap
- to isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself.
If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
More information on [stop taps including where to find it](https://www.southernwater.co.uk/help-and-support/wheres-my-stop-tap/ "Where's my stop tap?").
## Stopcock, stop valve and stop tap
These names are used interchangeably. Learn where to find both your internal and external stop tap, when to use them and who to contact if there's an issue.
## Internal stop tap
Youâll have an internal stop tap somewhere in your property. Your internal stop tap should be used as the main way to turn your water on and off. You'll need to use it if you have a leak or when carrying out plumbing or general renovations.
### Where to find your internal stop tap
It's usually found under the kitchen sink, but you may also find it under the stairs or in the downstairs toilet. If you live in a flat, there may be a communal stop tap that supplies several flats. Or, you may have a stop tap in your flat where your water supply enters.
### What if thereâs a problem with my internal stop tap?
As itâs in your home, itâs your responsibility to install, maintain, fix and replace your internal stop tap. If itâs faulty or needs to be repaired, you will need to call a plumber to fix it.
### Home renovations
We will not attend to faulty stop taps. If you are carrying out work on your home, you can use your internal stop tap to turn your water off. It if isnât working, you'll need to call a plumber who can freeze a section of the internal pipe or fit an Aladdin valve to shut the water off.
## External stop tap
Outside your property, youâll also have an external stop tap which can be used to shut off the water in the event of an emergency. You shouldn't rely on it to turn the water off inside your home, you should use your internal stop tap for this.
### Where to find your external stop tap
External stop taps are normally found under a cover outside your home on a footpath, driveway, garden or grass verge. They control the cold-water supply going into your home.
### What if thereâs a problem with my external stop tap?
Weâre responsible for external stop taps. Weâll consider fixing or installing a new external stop tap if:
⢠there's an urgent risk to health such as no water going in to your property
⢠there's a confirmed serious leak.
To make sure we invest in the areas that need it the most, we cannot attend if your stop tap is broken, to help locate your external stop tap, isolate the water supply or make a chamber accessible unless there is a leak which you're unable to isolate yourself. If your stop tap isn't working, the quickest way to turn your water off is to contact a plumber.
## What to do if I have a leak?
Higher than usual bills, low water pressure, or a damp patch may suggest you have a leak but there arenât always obvious signs. To [find out if you have a leak](https://www.southernwater.co.uk/help-and-support/how-to-find-and-fix-leaks-in-your-house/ "How to find and fix leaks in your house"), you may need to do the water meter test.
If you do have a leak:
- turn off your water using your internal stop tap and open all taps to drain the water from your pipes
- switch off any electrical items if the water is close by
- use towels to soak up or block off any water
- turn off your boiler if you have a burst pipe.
Contact an approved plumber as soon as possible.
If the leak is outside your home or from your external stop tap, then turn the external stop tap off and [report it to us](https://www.southernwater.co.uk/report-a-problem/ "Report a problem").
#### Need a plumber?
If you're having trouble with your stop tap â or have a bigger task at hand â you may need the help of a reputable plumber. The WaterSafe online directory can help you find a trusted plumber who is qualified to meet the regulations for working safely with drinking water.
[Find an approved plumber](https://www.southernwater.co.uk/help-and-support/find-an-approved-plumber/)
Stop tap tips
### How to turn off the water in your house
Turn the stop tap clockwise. Turn it on again by turning it anticlockwise. Youâll reach a point where it stops naturally without having to force it.
### Wait a minute
It may take a few turns to turn the water on and off and you may need to wait a few minutes for this to take effect.
### Test your internal stop tap
Itâs a good idea to regularly check your internal stop tap from time to time to make sure itâs working. If you have any issues, please contact a plumber.
### Show your family
Make sure everyone in the family knows where they are and how to use them in case of an emergency.
### Prepare for holidays
Turn off your stop tap before you go on holiday in case thereâs a plumbing problem while you're away.
### Label your stop valves
Identify where your hot water stop tap valve is and label it along with the cold stop tap so everyone can tell which is which.
You may also be interested in...
## Report a pollution
When thereâs a wastewater or sewer leak or pollution, we want to sort it as quickly as possible, please pinpoint it on the map below so we can get our team on it. You can see any pollutions that have already been reported and view our progress by selecting them.
My water is discoloured...
Sometimes tap water can look yellow, rust-coloured or brown or it may contain small dark particles. Normally this is nothing to worry about.
### What to do?
If thereâs yellow, dark or brown water coming from your tap or your water has particles in:
1. Avoid using your hot water until your cold water runs clear as this can bring sediment through your pipes and appliances.
2. Check for live [issues and works in your area.](https://www.southernwater.co.uk/works-or-issues-in-my-area/) Are your neighbours experiencing the same? If so, itâs likely to be due to a disturbance within our network.
3. Slowly run the cold tap closest to your internal stop tap (usually in your kitchen) for 2-5 minutes. If this doesnât clear it, wait around 20 minutes and try again. Be careful not to run your tap too forcefully, as this can stir up sediment and make things worse.
4. If this doesnât work and your water is still discoloured after 24 hours, please call us on [0330 303 0368](tel:03303030368).
### What causes this?
This is likely caused by sediment in pipes which can build up when thereâs been a disruption in our network such as a burst, repairs, or the fire service using a lot of water. Sediment can also build up over time in older cast iron water mains. To prevent this, weâre investing millions to replace these mains across the region.
We continuously monitor and test our water supply. Brown water from your tap may indicate slightly higher iron levels and black particles may indicate a higher level of manganese.
Water that looks white, milky or contains bubbles is harmless and it should naturally clear within 24 hours.
### What to do?
If you have bubbly or cloudy water coming from your taps:
1. **Fill a glass and leave it to stand**:
As the air bubbles slowly float to the surface, your water should clear from the bottom up.
2. **Run your cold tap:**
Running your cold tap at full flow can help clear any trapped air in your pipes. If you can, use the tap closest to your internal stop tap (usually found under the kitchen sink).
3. **Check your stop taps:**
Sometimes, a faulty stop tap, or one thatâs partially open, can cause cloudy water. Find and check your stop tap to make sure that they're fully open.
### What causes it?
Disturbances or changes within our network can cause air to become trapped in the system which causes bubbly or cloudy tap water. Your water can even appear fizzy after a burst main has been fixed and refilled. White scum may also form on the surface of the water.
If you have blue, green or any other coloured water coming from your tap, please stop using it until itâs been tested.
### What to do?
If you experience blue water, please call us straight away on [0330 303 0368](tel:03303030368) to report it. Weâll arrange to have your water tested.
### What causes it?
Blue discolouration can mean thereâs higher-than-normal amounts of copper in your water This can be caused by poor internal plumbing, storage cylinders or even blue disinfectant boxes placed in toilet systems. Itâs quite common in newly installed pipes and boilers as protective film forms after theyâve been fitted and it can take a few days for your water to run clear.
Pink and black stains or slime may sometimes appear on your bath, shower or elsewhere in your bathroom or kitchen.
### What to do?
You should prevent these stains from building up by:
1. **Use a bleach-based cleaner**
The best way of controlling growth is through regular cleaning. Focus on areas where soap and residue may build up. Leave the cleaning product on for about 30 minutes, scrub with a clean cloth or toothbrush and rinse. Avoid using abrasive cleaning products as they can leave a rough surface where the fungi can take hold.
2. **Check your storage tank**
Storage tanks feed internal plumbing except your cold kitchen tap and should be closed with a secure lid to stop dust and debris from falling into the tank. Check your tank for sediment and clean it if needed.
3. **Improve ventilation**
Improving ventilation in your home and keeping surfaces dry is one of the best ways to prevent growth.
### What causes it?
Staining and the build up of slime is caused by airborne bacteria and fungi. We clean your water with a small amount of chlorine, but hot water systems inside the home can remove it, allowing bacteria and fungi to grow in warm, moist conditions.
## My water tastes or smells funny...
Before following our advice below, try taking a fresh glass of water into a different room as other factors, like nearby cooking, can affect the smell and taste of your water.
You may experience a metallic taste from your tap water. Normally, this is nothing to worry about.
### What to do?
If you have bitter or metallic tasting water:
1. **Run your tap**
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.
2. **Check your tank**
If you have a storage tank, regularly check whether itâs in good condition.
3. **Check your hot and cold water pipes aren't touching**
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.
### What causes it?
A metallic taste or smell is often caused by your pipework, tanks or fittings. It can happen when:
- water warms up due to your hot and cold pipes being too close together and picks up traces of metals like copper
- water sits still for too long, common in large building with long pipes
- old iron pipes release particles into the water.
Water can sometimes smell like chlorine. Normally, this is nothing to worry about.
### What to do?
If your water tastes or smells like chlorine:
1. **Fill a clean glass**
Cover it with a lid or clean cloth and let it stand in your fridge for about an hour or until chilled. Refresh the water if it hasnât been used within 24 hours.
2. **Boil it**
If chilling the water doesnât work, you can also boil it to reduce the smell of chlorine. Once cool, keep it in the fridge and use it within 24 hours.
3. **Use a filter**
You can also use a water filter that contains carbon. If the filter is plumbed into your water supply, it must meet the Water Supply Regulations 1999.
4. If youâre still experiencing issues with the taste of your water after youâve tried the above steps, please call us on [0330 303 0368](tel:03303030368).
### What causes it?
We must disinfect your drinking water with small amounts of chlorine before it travels through our pipes to make sure any harmful bacteria are killed. In very long supply networks, we sometimes add chlorine at other points to maintain water quality. The amounts of chlorine are tightly monitored at every point including our water supply works, supply reservoirs and at customer taps.
You may notice a stronger chlorine smell during peak times when people are using more water or if you live near one of our water supply sites
### Is chlorine harmful to humans or animals?
Chlorine has been used for over 100 years to disinfect water. Itâs harmless to people at the small concentrations we use in our supplies. This level of chlorine is also harmless to domestic pets but can affect fish and amphibians such as frogs and turtles. Fish kept in aquariums or ponds are also extremely sensitive to chlorine.
When youâre filling or topping up aquariums, you should try to remove the chlorine before water comes into contact with the fish. Aquatic and pet shops can offer suitable products and advice to do this.
Sometimes water can smell or taste pond-like but usually thereâs nothing to be worried about.
### What to do?
If your tap water tastes stale or earthy:
1. **Run your tap**
If you've not used your tap in a while, let it run for a few minutes to flush any still water through and make sure you have a fresh supply in your pipes.
2. **Check your fittings**
To help keep your water safe and fresh, itâs important to check that all your plumbing fittings meet the Water Supply Regulations. If any donât, they may need to be replaced.
3. **Check your hot and cold water pipes aren't touching**
Itâs a good idea to check that your hot and cold water pipes arenât too close together as heat can transfer between them and encourage bacteria to grow. A plumber can help make sure theyâre properly spaced or insulated to keep your water system safe.
### What causes it?
Water that has sat still for too long can cause a stale or a pond-like smell or taste, especially if itâs close to rarely used taps and where hot pipes are touching cold pipes.
Sometimes stale, earthy or musty water can be caused by harmless algae in natural water sources. In areas where we know this is a problem, we specifically treat the water to prevent this and carry out daily checks.
### What to do?
If your tap water tastes or smells like petrol, diesel or oil, donât drink it and call us [0330 303 0368](tel:03303030368) straight away. Weâll investigate quickly and advise you on what to do next.
### What causes it?
This can happen when fuel leaks or spills into the ground near plastic pipes, allowing chemicals to seep into the water supply. Itâs more common in rural areas and can be caused by car fuel spills on driveways or leaks from oil tanks.
#### Our drinking water standards
We carefully test and monitor our water supplies, so that we can provide customers with safe and high-quality drinking water.
[Our water quality checks](https://www.southernwater.co.uk/help-and-support/drinking-water-standards/)
You may also be interested in...
What type of manhole cover or lid is it?
### Stop tap / valve
### Manhole
### Road gulley / cover
### Boundary box
### Hydrant / valve
### Don't know
Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Road gulley / cover
If the gulley is broken, missing or blocked please report it to your local council.
Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
Is there a danger to the public?
 
### Yes
 
### No
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
## If thereâs a problem but itâs not a danger to the public, you can use the form below to report it to us.
When filling out the form, please be as specific as you can about the location so that we can quickly find and fix the issue.
## Please get in touch and report the problem to us so we can get it fixed as soon as possible.
To do this, you can either call us or use our Live chat.
Drainage or flooding
 
### My home or business is flooded with sewer water
 
### My garden is flooded with sewer water
 
### My home or business is flooded with clean water
 
### Blockage
 
### Smell
 
### Rodents
## My home or business is flooded with sewer water
We understand that this is a worrying and stressful time for you, and we want to help in any way we can. Please contact us straight away by calling us or by using our Live chat and weâll help as soon as possible.
## What to do once you've contacted us
After contacting us, here's what to do next if your home or business is flooded with sewer water.
1 of 6
### Make sure the area is safe
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
2 of 6
### Contact your insurer or landlord
Report any losses or damage to your insurance provider and keep receipts of emergency expenses. If you live in a rented property, you should contact your landlord and let them know.
3 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine the cause of the flooding and whether youâre entitled to a Guaranteed Standards of Service payment.
4 of 6
### We'll respond
We'll try to be with you within two hours. In bad weather, it may take us a little longer to get to you and we may need to prioritise the most severe cases first. If you provide a mobile number, we'll contact you to let you know we are on our way.
5 of 6
### We'll find the cause
This will involve checking nearby sewers. One of our team will explain everything to you, provide their details, and answer any of your questions. If needed, they will also reach out to our team of Customer Case Leads who'll then be your dedicated point of contact until the incident is fully resolved.
6 of 6
### We'll clean up the area
Weâll offer to arrange for a specialist clean-up, whether you have home insurance or not. We'll aim to get to your property within four hours and complete the initial clean-up within 12 hours. We'll remove any sewage debris, clean, disinfect, decontaminate, and install dehumidifiers until the area is thoroughly dried out. This is all free of charge.
## Guaranteed Standards of Service payment
If you experience flooding inside your property because of a failure of our systems, weâll automatically make a payment to you of an amount equivalent to your annual wastewater charge. This will be from a minimum of ÂŁ150 to a maximum of ÂŁ1,000 for each incident. These pa
**What will happen following your claim:**
1\. Weâll write to you within 20 working days of the incident. The letter will include the following information:
- - more about the payment
- what steps we have to take as a direct result of the incident
- any investigations we need to carry out.
2\. Weâll send you a cheque or credit your account within 20 working days of the flooding incident.
3\. If weâre late with the payment, youâll get an extra ÂŁ20 as a credit to your account.
**We may not make these payments if any of the following situations apply:**
- the flooding was caused by your actions
- the flooding was caused by exceptional rainfall
- our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
#### Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
[Guaranteed standards of service](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/)
## My garden is flooded with sewer water
We understand that this can be stressful and upsetting and we want to help in any way we can. If your garden is flooded with sewer water, please contact us straight away by calling us or using our Live chat.
## What to do once you've contacted us
After contacting us, here's what to do next if your garden is flooded with sewer water.
1 of 6
### Contact your insurer or landlord
Keep children and pets away from the flooded areas and contact your insurance provider to report the damage and make a claim (keep receipts of emergency expenses). If you live in a rented property, you should contact your landlord.
2 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area. These could support your insurance claim and help us determine why the flooding happened and whether youâre entitled to a Guaranteed Standards of Service payment.
3 of 6
### We'll respond
We'll aim to get to you as soon as possible and within 24 hours. In severe weather, we may take a little longer or need to prioritise more serious incidents. If we have your mobile number, we'll contact you to let you know when we're on our way.
4 of 6
### We'll find the cause
When we arrive, weâll quickly work to find the cause. This will involve checking nearby sewers. Our first responders will do all they can to stop the flooding and prevent the flood water from entering your property.
5 of 6
### We'll clean the area
Weâll offer to clean the affected area whether you have home insurance or not. If there is daylight, weâll start straight away but if it's dark, we may need to come back the next day. This is free of charge and we'll aim to finish the clean-up within 48 hours.
6 of 6
### Disinfection
We'll disinfect hard surfaces as part of the clean-up but not lawns or borders as it can kill plants. The sun's ultraviolet rays are very effective at killing bacteria and levels should reduce to normal after 9 days in warm, dry weather or 25 in cold, wet weather. When it's safe to do so, dispose of any affected fruit or vegetables in your garden.
## Guaranteed standards of service payment
If you've experienced external flooding caused by a failure of our systems, you may claim an amount equivalent to half your annual sewerage charges, from a minimum of ÂŁ75 to a maximum of ÂŁ500.
To claim, youâll need to apply within three months of the incident. The first step is to fill in [our External Flooding claim form](https://www.southernwater.co.uk/help-and-support/external-flooding-claim/ "External flooding claim") or get in touch.
These payments are not compensation or an admission of liability.
**We may not make these payments if any of the following situations apply:**
- The flooding was caused by your actions
- The flooding was caused by exceptional rainfall
- Our investigation confirms that the flooding was caused by a third-party issue, such as surface water running off land, a flooded river, a problem with a private or highway drain.
Conditions may apply.
#### Guaranteed standards of service
This customer charter emphasises our commitment to our household customers. It details the minimum standards of service you can expect in our main areas of business.
[Guaranteed standards of service](https://www.southernwater.co.uk/about-us/our-policies-and-standards/compensation-and-guaranteed-standards-of-service/)
## My home or business is flooded with clean water
We know how stressful and upsetting flooding in your home or business can be and we want to help in any way we can. Please get in touch straight away by calling us or by using our Live chat.
## What to do once you've contacted us
After contacting us, here's what to do next if your home or business is flooded with clean water.
1 of 6
### Contact your insurer
Tell your insurers about any damage the flooding has caused to your property straight away. If you donât, it may affect any future insurance claims you need to make.
2 of 6
### Clear the area
Keep children and pets away from the flooded areas. If it's safe to do so, isolate all electrical circuits by turning off the supply at the circuit board or fuse box.
3 of 6
### Take photographs
If it's safe to do so, take photos of the flooded area and any damaged property. These could support your insurance claim and help us to determine why the flooding has happened.
4 of 6
### We'll respond
Weâll aim to be with you within two hours. Please be aware that in storms and severe weather, we may take longer to reach you. If we have your mobile number, we may send you updates by text.
5 of 6
### We'll find the cause
When we get there, weâll quickly work to find the cause. This will involve checking supply pipes to see if a burst pipe has flooded your house.
6 of 6
### Clean-up and next steps
In the majority of cases, if your property has been flooded, we'll carry out a basic clean-up or offer you help and advice about what to do next. Your insurance company may also have made arrangements.
## Insurance claims
We have strict liability for freshwater flooding. That means weâll pay the cost of replacing damaged property or lost items.
You'll need to make claims for damage or loss to your own insurers as they will settle claims on a new for old basis. Theyâll tell you what you need to do to meet the terms and conditions of your policy and recover anything theyâve paid out from us.
We'll also pay any insurance excess youâve had to pay.
If youâre not insured, then weâll deal directly with you. Weâll settle claims based on an itemâs current age and value, including wear and tear, rather than on a ânew for oldâ basis.
BlockageIs this an emergency?
 
### Yes
 
### No
## Blockage: Emergency
If thereâs a blockage that requires urgent attention, please get in touch as soon as you can. You can do this by calling us or by using our Live chat.
## Blockage: not an emergency
If thereâs a blockage that isnât an emergency, please use the form below to report it to us so that we can quickly respond. When filling out the form, please include as much detail about the blockage and its location as possible.
##### Step 1: About the blockage
Tell us about the blockage.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the blockage
Tell us about the blockage.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
## Drainage or flooding - Smell
If thereâs a smell caused by a plumbing or drainage issue, please get in contact straight away so that we can identify and resolve the problem. You can do this by calling us or by using our Live chat.
## Drainage or flooding - Rodents
Unfortunately, sewers make attractive habitats for rats. Damage or defects in the network can make it easier for rats to move between the sewer and the surface. They can also be drawn to homes by things like open bins and excessive food waste.
We understand how unpleasant this can be for you. If there are rodents in sewers that are affecting your property, we can work with local authorities, pest control companies and the Environment Agency to help solve the problem. Please use the form below to get in touch and provide as much information as you can about the issue.
### Tips for preventing rats
- Donât put bird seed on the ground. Instead, use a bird table or feeder.
- Make sure bin lids are shut and in good condition.
- If you have a compost bin, make sure that itâs properly sealed.
- Ensure there are no gaps in your homeâs internal pipework and seal any disused pipes.
##### Step 1: About the rodents problem
Tell us about your rodents problem.
##### Step 2: Your details
Enter your details so we can keep you informed of our progress.
#### Step 1: About the rodents problem
Tell us about your rodents problem.
#### Step 2: Your details
Enter your details so we can keep you informed of our progress.
Other
 
### Southern Water repair work
 
### Southern Water site
 
### Another issue
## Southern Water repair work
We often carry out work to repair or upgrade parts of our network. Sometimes these works can be disruptive, but if they are causing a problem for you, please let us know using this form and weâll do what we can to resolve it.
##### Step 1: Your details
Please supply your details.
##### Step 2: Repair work details
Please provide us with details of the repair work.
##### Step 3: Reason for contact
Tell us more about your issue.
#### Step 1: Your details
Please supply your details.
#### Step 2: Repair work details
Please provide us with details of the repair work.
#### Step 3: Reason for contact
Tell us more about your issue.
## Report a problem at a Southern Water site
If thereâs a problem at one of our sites, please report it to us as soon as possible. You can use the form below to get in touch â please include as much detail as you can about where and what the issue is.
##### Step 1: Your details
Please provide us with your contact details.
##### Step 2: Problem details
Please provide us with information about the problem.
#### Step 1: Your details
Please provide us with your contact details.
#### Step 2: Problem details
Please provide us with information about the problem.
## Another Issue
If youâre experiencing another issue that you canât find here, please get in contact so that we can help identify and resolve the problem. You can do this by calling us or by using our Live chat. |
| Shard | 126 (laksa) |
| Root Hash | 15867329313418264126 |
| Unparsed URL | uk,co,southernwater!www,/report-a-problem/ s443 |