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 back in February and now as some lockdown measures continue to be lifted we will monitor the situation and fully adhere to the Government’s advice. 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 some people 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 prioritising urgent issues over the phone such as being unable to pay your bill, 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:

Pay your bill
Update your account details
Let us know you’re moving home
Set up or change a direct debit
Report a leak

You can also contact us through our @SESWater Twitter account or use our online enquiry form

You can also register for email or text message updates to stay up-to-date on our response to coronavirus.

Register for updates

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 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.

Request a payment holiday

Priority Services

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.

Join the Priority Services Register

Thank you for your understanding and co-operation and please continue to follow NHS advice www.nhs.uk/coronavirus.

Frequently asked questions