The safety and wellbeing of our staff and our customers is of utmost importance to us. We have stopped all non-essential work on our network such as replacing pipes. If you see our teams at work in the road it will be because they are dealing with an emergency situation like a burst pipe which is disrupting supplies to people's homes.
Concerned about Coronavirus?
Coronavirus update - a message to our customers
At this difficult time for everyone, we know that you, our customers and communities, are relying on us for the continued supply of high-quality drinking water. Indeed, our number one priority will always be the health of our workforce and our customers. I want to reassure you that we responded quickly to put our contingency plans into action a number of weeks ago and we will continue to monitor the situation and fully adhere to the Government’s advice.
Our main focus has been to plan for staff shortages, taking pre-emptive measures across the business to protect our people and their environments, to enable remote working and to stop all non-essential activities. Like others across the water industry, our people are classed as key workers and we will be here 24/7, treating and distributing millions of litres to homes, schools, hospitals and businesses every single day.
You may still need to speak with us of course and we will be here for that too but we need to prioritise supply emergencies and helping those in vulnerable circumstances. Our website is the best way to contact us with other enquiries. I know this is a worrying time and some will be concerned about paying their water bill. Rest assured that we already have financial support available to those that need it and have put more measures in place now too - have a look below at the ways we can help.
Lastly, I want to thank my colleagues at SES Water and our supply chain for their unwavering professionalism, commitment and flexibility during uncertain times - their extraordinary resilience means no one needs to worry about their water supply and we will continue to work tirelessly over the coming weeks and months to ensure this will always be the case.
Ian Cain, Chief Executive Officer at SES Water
Here for you
As a critical essential service provider, we will continue to do our very best to ensure your water service continues, but we have fewer people than normal in our contact centres answering the phones. That’s why we are now only able to deal with emergencies over the phone. Please only call us if you have no water or a poor supply, a concern regarding the taste, smell or appearance of your water, a leak that is causing damage to either yours or your neighbour's property or there is another risk to health, safety or the environment.
We need to focus our efforts on the people who really need us right now. We’re encouraging you to use our website to do the following very quickly and easily:
You can also register for email or text message updates to stay up-to-date on our response to coronavirus.
Helping us all stay safe
The health and safety of our employees is really important to us, and we’re asking for your help and support to protect them as well as you and your families.
We are now only carrying out emergency work in customers' homes and we hope you understand that we are also checking as we arrange and before we actually visit your home whether anybody in the home is ill or in self-isolation. We will also be carrying out additional hygiene measures, including wearing protective clothing, in line with the Government's advice.
If we should call at your home to deal with an emergency and you’re unwell, please let our teams know immediately so that we can take the necessary precautions to keep you and our teams safe.
Facing financial hardship
If you're having difficulty paying your bill at the moment, the sooner you let us know the better. We can't cancel it, but we can help. We have introduced a 'payment holiday' which means you pay nothing for three months and after that you are automatically enrolled for nine months onto our Water Support Scheme which provides a 50% discount on your bill. We've made it really easy to apply and you don't need to provide lots of information.
If you or any of your family and friends have particular health issues and haven’t yet registered for Priority Services, please let us know. Being on the register means we are able to offer you a range of extra services to support you. If you know of someone who isn’t online then you can register them on their behalf.
Thank you for your understanding and cooperation and please continue to follow NHS advice www.nhs.uk/coronavirus
Frequently asked questions
The government has stressed the importance of high standards of cleanliness, including frequent, careful hand washing to prevent the spread of COVID-19. This might mean you’re using more water than usual over the coming weeks or months, but washing your hands only requires a relatively small amount of water, so you shouldn’t see a significant increase in your bills.
We’re really sorry if your supply’s been disrupted at such a difficult time. We’re working as quickly as we can to restore normal service for you. You can check our homepage for updates on all major incidents, including the availability of bottled water. The NHS advise that soap and water is the best way to keep your hands protected, but if you have some available, you can use alcoholic hand sanitiser as an alternative when hand washing isn’t possible.
The World Health Organisation has said coronavirus (COVID-19) can’t survive in disinfected drinking water and hasn’t been transmitted in this way.
We test our treated water regularly to check its quality, and all our staff follow governmental guidance, and our own high standards, for personal hygiene and health and safety.
We’re very sorry your supply’s been disrupted. We’re working as quickly as we can to restore normal service for you. You can check our homepage for updates to all major incidents.
We want to get water to as many customers as we can at this difficult time but we’ll need to prioritise those with water-dependent medical conditions. Please get in touch to let us know your situation.
If you need water urgently, it might be best to ask a family member, friend or neighbour to drop off some supplies for you.
We’re not seeing a surge in demand due to hand-washing and our systems are designed to cope with increases in water usage.
We’ve created specific, comprehensive plans to make sure we can continue to deliver essential water services during challenging periods, including pandemics.
We also have several water treatment stations, where we store clean treated water, to provide resilience for our supplies and make sure we can maintain a continuous supply of safe drinking water.