Frequently Asked Questions
Q1 NO WATER
1.Check the water from your cold kitchen tap
The water supply usually enters your home through the cold kitchen tap. If water is coming out of the kitchen tap but nowhere else in your home, this may indicate an issue with your internal plumbing. We recommend contacting an approved plumber
2. Check if your neighbour have the same issue
If your neighbour have water, you may have an internal problem. We recommend contacting an approved plumber.
3. Check if your stop taps are open
Your internal stop tap is normally under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the tap is closed, turn it anti-clockwise and ensure it is fully open.
Also, check your outside stop tap.
4. Check your pipes for trapped air
Trapped air may occur if there has been an interruption to your water supply and your pipes have been drained. This can affect water flowing through your pipes. If this is a result of work carried out at your home, contact your plumber.
We will only consider carrying out internal checks if we have caused the interruption to your supply.
Check with us
If you’ve completed the above steps without success, it may be a problem we are not aware of. Please call us on 08087811337 or email email@example.com to let us know.
The internal plumbing of your house
Recent plumbing work can occasionally cause an internal water pressure problem. If your mains-fed tap (usually the kitchen tap) is supplying water at normal pressure.
Q2 Water Discoloration
We are committed to supplying high quality drinking water, and providing an excellent service to our clients.
Central to achieving this is our source to tap approach to managing our water supplies.
Our team works proactively to regularly monitor the treatment facilities use some of the latest technology and sophisticated monitoring systems to ensure we provide water of a high standard whenever you turn on your tap.
Why is my water discolored?
In general there are two causes of discoloration. (1) either it is coming from the customers private water lines or reseviour tank
2) it is coming from the main water lines. So investigating the location of the problem is key.
Please check if your tanks is clean if it’s not please get someone to wash your tank. We recommend that you wash your tanks quarterly
What causes discoloured water?
Naturally occurring minerals (primarily iron and manganese) flowing with the water are typically to blame for water discoloration. These minerals, which are heavier than water, settle in water pipelines when water usage is low — especially during winter months. When the water flow and pressure through the water pipes increases again (due to irrigation, construction, etc.) the minerals are stirred up and flow out of your faucets when you turn on the tap. Water utilities frequently attempt to minimize water discoloration by “flushing out” their systems on a regular basis.
If the water from your cold kitchen tap (or any other mains fed tap) suddenly becomes discoloured, this could be because some maintenance or repair work is being carried out on our network in your area. If we have not informed you of any work being carried out, please contact us for more details. If we are not working in your area, we will investigate the cause of discolouration for you and let you know.
Q3 Pressure issues
Water pressure is not constant and demand during busy morning and evening periods may reduce water pressure in the mains network.
Low pressure can occur when the pressure in the water main is not enough for water to reach the top of the house. This is very rare and may only happen in the event of an emergency e.g. a burst water main.
This is why we would not connect water to your house without the installment of a ground tank.
No matter what the pressure is in our mains network, the plumbing of the water pipes in your home may substantially reduce that pressure by the time it gets to your taps.
Any reduction in pressure inside your home, which is not affecting the cold kitchen tap could be caused by plumbing issues on your water pipes.
If you are not on a joint supply, your neighbours should have the same water pressure as you, provided your houses are of very similar height and the same distance from the point where our water main is located. Your water flow is individual to your property and may differ from your neighbours.
Sometimes low pressure could be confused with low water flow at your tap or shower. It is possible to have a low flow with a high pressure, or a good flow with a low pressure.
The water main pressure will be the same for all houses in a street that it is connected to it (give or take any differences in ground level; 1 meter higher in ground elevation equals 1m less pressure). However, the flow to your property depends on the condition of your private supply pipe.
Your water pipes may be restricting the flow of water to your taps. In other words, the maximum amount of water your pipes can carry will be affected by:
•The diameter of the pipe
•Corrosion in the pipes and/or on appliances
•The demand for water in your home at a particular time
•The length of the supply pipe
•If you have a leak on your supply pipe
•The pressure in the water main
•The number and type of fittings along the pipe e.g. ferrules, stop taps, meter, bends, stop tap etc.
•Any inconsistencies in the pipe e.g. a stop tap that is partly shut, grit obstructing a ferrule, stop taps or meter, a section of pipe that has been squashed nearly flat, internal corrosion, dirt on filters.
Q4 Leakage issues
Water is brought to your homes through thousands of kilometres of underground pipes. For various reasons, pipes can leak and some water is lost between the treatment works and your home.
Did you know?
Water companies take leakage extremely seriously.
They spend millions every year to repair leaks and replace old pipes. There are also targets set by regulators to reduce the amount of leakage.
Did you know?
Home owners are responsible for the maintenance of the water supply pipe that runs from the street to their property.
The water supply pipe is the pipe that brings water into people’s homes from the water company mains pipe in the street. Home owners are responsible for the maintenance of this pipe but if this leaks, their water company may be able to repair it for them.
Water pipes – which do you own?
Why do pipes leak?
There are many reasons why water pipes leak. Some are old and have worn out through gradual corrosion, and others can get damaged by freezing weather.
Ground movement, such as natural shifts in building foundations, can also put a strain on pipework.
What can I do to help?
If you spot a leak on the street, the best thing to do is report it to your water company as soon as possible.
In your home, some leaks such as dripping taps are obvious but others can be hidden, for example:
Behind a poorly plumbed appliance
In a rarely-seen water tank
Due to an overflowing toilet cistern
If you think you may have a leak and you are on a water meter, check your meter reading to see if it is rising
Q5 Pumping Time
Pumping time is subject to changes depending on issues arising during the cause of getting water to your house. These includes maintenance, both at the water plant and the pipe networks.
Malfunction of the water plant equipment
Pipe burst in your area
The pumping time is 6am to 6pm everyday
NB Pumping time is subject to change and will be communicated to you.