The information below is designed to help you take the appropriate action in the event of an emergency so as to minimise the potential damage that may be caused.

As plumbing arrangements vary from property to property and as each leak, burst or blockage will be different, our guidance may not be appropriate in all circumstances. Before undertaking any of the activities below you should be confident that the course of action is appropriate for the specific circumstances. If in any doubt you should consult a registered plumber before proceeding.

Safety first
Do not touch any electrical switches, wiring or appliances unless you are sure they are dry and that it is safe to do so. If you are concerned about the risk of electric shock, turn off your electricity at the mains if it is safe to do so.

If your household electrics are affected by water have them inspected by a qualified electrician once the problem has been rectified.

No water coming out of the tap
If there is no water coming out of the kitchen tap (which is fed directly from the water main) it may be due to essential maintenance work being carried out on the mains water system in your area. Where it is necessary to cut off supply for planned essential works we inform all affected customers by leaflet in advance. To see if there is any essential maintenance work that may affect the supply in your area (click here).

There are occasionally circumstances that arise (e.g. burst water mains) which require us to carry out emergency works which result in the loss of supply to an area. In these circumstances we can not always warn people in advance that their supplies will be cut off. Whatever the cause, we promise to keep any disruption to a minimum and to restore the water supply to your property as quickly as possible. Our switchboard or emergency response helpline will be able to advise you if emergency works are underway in your area (click here).

If you have just moved into your property or have had work done by a plumber the lack of water may be due to the water supply being turned off. Locate and check the internal stop tap (usually under the kitchen sink) to ensure that it is open (turn anticlockwise to open - clockwise to close). Do not force the tap which may be stiff or seized.

Where the supply has been disconnected at the mains (in the road or pavement) one of our plumbers will need to reconnect it. Please telephone our switchboard to make arrangements (click here). You should note that, in certain circumstances, the reconnection of a supply that has previously been disconnected is chargeable (click here for details).

Burst pipes
If you suffer a burst pipe you should try to reduce or stop the flow of water.

1. Turn off the water at the internal stop tap (click here) (usually under the sink in the kitchen). This will stop any new water entering the system.

2. Open as many taps in the house as possible. This will reduce the pressure on the burst pipe diverting water elsewhere. Remember, once the leak has been fixed, to turn the taps off again.

3. Collect the escaping water as best you can using buckets and towels.

4. Call a registered plumber immediately.

5. Turn off the central heating boiler.

If water is coming down from the ceiling, collect it in buckets. If the ceiling starts to bulge, gently pierce it at the center of the bulge with a nail in order to relieve the pressure. Place a bucket underneath to collect the water.