Our factsheets

pen writing on speech bubble iconMaking a complaint

Our making a complaint to you water or sewerage company explains the complaints process and our top tips on making a clear complaint to your water company or retailer.

icon of pipes that are blockedDrains and sewers

Our drains and sewers factsheet explains ownership, responsibility and liability for a number of issues commonly associated with the sewerage system.

Business buildings skyline outline iconSite area based charging – for business customers

If you’re a business customer, you might find our ‘site area based charging’ factsheet useful. It explains what they are, how they are calculated and provides advice on how these could be reduced or removed.

water leaking from pipe iconHigh metered water charges

Our high metered water charges factsheet provides some general advice and guidance should you unexpectedly receive a high water bill for metered accounts.

water pipe icon

New water supply connections

Our new water supply connections factsheet explains what is involved with making a new connection to a property and how customers can arrange for these to take place.

icon showing a water meter dialHow is my water bill worked out?

Our how is my water bill worked out factsheet explains how your water bill is calculated.

icon of kettleWhat is a Boil Water Notice?

Our Boil Water Notice factsheet explains what you need to do if your water company issues a Boil Water Notice.

icon of sewer water in riversWhy is there sometimes sewage in our rivers?

Our factsheet answers to some frequently asked questions on why there is sewage in our rivers.

icon of home being floodedSewer flooding: What to do if your home is affected?

Find out what you can do if your home has been affected by sewer flooding.

What to expect if your water supply is interrupted

Our factsheet explains what to expect if your water supply is interrupted and are experiencing no water.

Why is my water bill unexpectedly high?

We’ve compiled a list of some of the most common reasons of why your water bill is unexpectedly high.

What if I can’t afford to pay my water bill?

Water and sewerage companies have schemes to help you if you can’t afford to pay your bill or need support clearing debt.