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Your time matters: quick answers and easier ways to manage your business water account.
We know your time is valuable. Whether you need to speak to someone about your water account or take care of a routine task, it should be quick and easy to get things done.
Between 25 August and 24 September 2026, average call wait times were 2 minutes 2 seconds, while the average wait to speak to someone on webchat was just 38 seconds.
Speak to someone when you need to
Our Virtual Agent can help with many common questions, but we know that sometimes you need to speak to a real person.
If you’d like to speak to one of our customer service advisors, chat with us between 9am and 5pm, Monday to Friday. Tell the Virtual Agent that you want to speak to a real person. We’ll ask for some account information before connecting you to a member of the team.
Once you’re through, we’ll check a few details and ask how we can help. If you have your account number to hand, we can bring up the relevant information and your account history from the word go.
Use the Customer Portal when it suits you
We’re continuing to improve our Customer Portal so it’s simple to manage your account and send us information. It’s available 24/7, and for some tasks it may be quicker than calling or chatting with us.
View your invoices
Access, view and download your invoices in the portal whenever you need them.
Submit a meter reading
View your meter details and recent readings, enter a new reading and upload a photo if you have one.
Tell us about a move
If you’re moving premises, let us know as soon as you can using our Moving In or Moving Out form. It will guide you through the information we need to open or close your account.
Request a refund
If you have a credit balance, you can request a refund and provide your payment information using our secure online form.
Set up or change a Direct Debit
Log in to use our secure online form to set up a new Direct Debit or change your existing instruction.
Here when you need us
You can manage many everyday tasks in the portal, and our team is here when you need to speak to someone. With faster response times and self-service options available 24/7, we’re making it quicker and easier to get the help you need.
