Get in touch
Help with some common queries
Call 01737 772000 to speak to us Monday to Friday from 8am to 6pm. You can also use this number 24/7 for emergencies.
*Please note that we are investing in a brand new billing system which will help us provide you with the best possible digital service in the future. At the moment, we’re moving from the old system to the new one and during this transition period we have limited access to our customers' data. If you do need to speak to us though we’ll be able to help you a lot quicker if you contact us before 10am or after 3pm and if we can’t resolve your query we’ll call you back when it suits you.*
We monitor our Twitter account @SESWater Monday to Friday between 9am and 5pm. Please don't report emergencies via Twitter but do get in touch with queries around your water supply and billing account. To help us help you as quickly as possible, please send us a direct message with as much information as possible, including your account number if you have it to hand.
Journalists can contact our Communications Team between 8.30am and 5pm, Monday to Friday.
Please email email@example.com.
For urgent out-of-hours media enquiries please call 01737 772000 to speak to the Control Room.
Please note, the Communications Team does not have direct access to customer information and is unable to answer individual customer enquiries.
Talk on Water
We have an online community of over 300 customers who all want to 'Talk on Water'. We'd love you to join them and tell us what's important to you about your water supply - from water meters to hose pipe bans, there is always something being debated! There are monthly prize draws for participants, including Amazon vouchers. Register here to join the community.
Our Code of Practice
We are committed to providing customers with high quality water and standards of service. Our aim is to ensure your use and enjoyment of our water remains problem-free. It is also a regulatory requirement for us to have and publish a Code of Practice for domestic customers.
Our Customer Charter
Outlining the terms and conditions of our Customer Charter Standards of Service.
Making a complaint
If you have a complaint about your clean water supply, we will do our best to address your concerns. If we can't, then we will provide a comprehensive response to help you understand our position.
All complaints should initially be sent for the attention of our Customer Relations team. Please remember to include your customer reference number if you have a water account with us.
Our Making a complaint factsheet provides more information.
If after following our complaints procedure you remain unsatisfied with our response you have the right to refer the matter to CCW. If your dispute still remains unsatisfactorily resolved you then have the right to refer the matter to the Water Redress Scheme.