I've got no water / low pressure
If you’ve got no water or low pressure, please follow the steps below to work out what the problem is and how to fix it.
1. Search for incidents in your area
Enter your postcode into our live map to see if there are any known interruptions
If you can't see anything listed in your area, make the following checks:
2. Run your cold kitchen tap
The main water supply normally enters your home in the cold kitchen or utility room tap.
If water comes out of this tap but not elsewhere (such as your shower or bathroom tap), the problem is likely to be with your internal plumbing.
3. Check your stop valves are open
Your inside stop valve needs to be fully open. This is usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the valve is closed, turn it anti-clockwise to ensure that it is fully open.
Your outside stop valve also needs to be fully open. Some properties share their water supply with their neighbours so check with them first to see if they have recently used the outside stop valve.
4. Check with your neighbours
If possible, check to see if your immediate neighbours have the same problem.
If there is no issue with their supply, the problem is likely to be with your internal plumbing or your supply pipe which connects your property to our water network in the highway.
If you live in a block of flats, check with building maintenance for any known internal issues.
5. Check for frozen pipes
The cold weather can sometimes freeze your pipes, making them more likely to expand and burst.
Check pipes for visible damage and if you find any that are frozen, thaw them slowly using warm water only.
6. Contact us
If you've completed the above steps without success, it may be a problem we're not aware of. For enquiries between 8am and 5.30pm Monday to Friday, please call:
0333 000 0018
For emergency help outside of these hours, please call:
0333 000 0365
I've got a problem with my water quality
We strive to supply top quality drinking water which is safe to drink and free from taste and odour.
However, occasionally you may notice a change to the taste or odour of your drinking water. Usually this is simply because the taste of water varies depending on where it comes from - rivers, reservoirs, or underground aquifers - and occasionally we may need to alter the source of your supply.
This may mean your water has a slightly different taste or smell, but the quality will be unaffected.
Other common reasons for changes to the taste of your water include:
Antiseptic or chlorine taste or smell
A very small amount of chlorine is used to disinfect the water we supply to you, and very occasionally you may be able to taste it. This can be avoided by storing water in the fridge overnight. Faulty washers can also cause an antiseptic taste.
Musty tastes or smells
This can be due to bacteria in your domestic plumbing system. Disinfection of the system should help.
Domestic pipes made of copper or zinc can corrode and cause a metallic taste. This can be avoided by running the tap briefly if the water has been standing in the pipes overnight.
Some plastic pipes are made with anti-oxidants which can cause a lead-like taste. The only remedy is to replace the pipes.
We continually test the water we supply to our customers to ensure it is clean, fresh and healthy.
However, during its journey to your taps there are a number of ways in which the appearance of your water can be affected and occasionally it can become discoloured.
The most common cause of discolouration is a change in the flow or pressure within the pipes - for example as a result of a burst main. The change in pressure can dislodge tiny deposits such as iron or manganese, which may turn the water brown for a short period.
Whenever possible we seek to stop this problem before it occurs, flushing pipes before we work on the mains, to minimise the likelihood of your water changing colour.
Your water may also appear cloudy, or white, on occasion. This is usually nothing more than air bubbles which may enter your water due to a fault in your plumbing. The bubbles will disappear if the water is left to stand.
None of the water supplied by South East Water has fluoride artificially added.
Fluoride is a naturally-occurring substance found in soils and rock and very low levels can be present in water throughout the country.
In some parts of the UK, and in other countries around the world, the decision has been to artificially add fluoride to water supplies because it is considered to have benefits in terms of reducing tooth decay.
That is not the case in our area and we do not artificially add fluoride to your water.
Adding fluoride to water is a decision for health experts, not a water company and so the substance could only be added to your water supply if the local NHS required us to do so as a result of Government legislation.
I want to register for your Retailer Notification System (RNS)
Please contact our service desk to register for our Retailers Notification System (RNS).
Phone: Our wholesale service desk is open from 6am to 10pm, seven days a week:
0333 000 0018
I'm experiencing a technical problem with your website(s)
If you're having trouble with our website, our live map or RNS portal, please contact us.
I want to request a new connection
If you need a new water main, you can ask us to install the pipework or choose your own accredited contractor to do the work, which is known as self-lay.
Either way, you'll need to apply for a new connection by filling in the appropriate application form below and emailing it to us at email@example.com (for self-lay enquiries/applications, please email firstname.lastname@example.org).
We aim to deal with all new connections in accordance with the revised Water UK levels of service and we regularly report on our performance against them.
Need to talk to us?
Call: 0333 000 0060 (Lines are open Monday to Friday, 9am to 5.30pm)
0333 000 0018
Lines are open Monday to Friday, 8am to 6pm.
For out of hours emergencies (open 10pm to 6am, seven days a week), call:
0333 000 0365