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Need some help?

If you're stuck on a question or step in your move, here are some easy things you can do next...

1. Check the help on the question(s) you're stuck on
We’ve added extra tips to some questions. Be sure to check the "Show help" to see more information about what we're asking and what you'd need to do.

2. Chat to us online
Prefer to ask someone? Start a live chat with one of our friendly team by selecting the chat icon in the bottom right of your screen. You usually won't wait more than X minutes to get through to an advisor

3. Message us on social media
Send us a direct message on either Facebook or X and one of our advisors will message you back.

4. Call us
Give us a call on 0800 052 0145 to talk to one of our friendly advisors. You usually won't wait more than Y minutes to speak to an advisor over the phone.

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How can we help you?

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Customer care

We aim to offer the highest levels of service to all our customers at all times.

We aim to get things right first time but we know that sometimes things can go wrong. Whether your experience was positive or you're unhappy about our services, you can contact us so we can put things right.

How to reach us

The quickest way to contact us is by phone 0800 052 0145 and via our online form below.

Our teams also love to receive great feedback, to do this you can share your story and compliments to give them the recognition they deserve.

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How we handle your complaints and compliments

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If you have a query about any of our services, the quickest way to contact us is by telephone.


If we have made a mistake or have done something wrong, please let us know straight away so we can put things right for you as quickly as possible.

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Contact the Consumer Council for Water (CCW)

If you’re unhappy with our response, you can get in touch with the Consumer Council for Water (CCW) — the independent voice for water customers.

Take me to the consumer council for waters website