Customer core information
We’ve pulled together, in one place, some handy information that you might need to know as one of our customers.
Contacting us
Getting in contact with us is simple, but to ensure we get you to the right place first time, please choose one of the options below.
What’s your enquiry regarding?
Our services
Clean drinking water
Our purpose is to make a positive impact on the lives of our customers, our communities, our colleagues and the environment – above and beyond the delivery of pure and reliable water. We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire.
Priority services
If you have a medical condition or disability, you can sign up to our Priority Services Register. It’s free, only takes a few minutes and you can pick which services you’d like to receive. This service includes help with meter readings, providing different bill formats, scheduling priority repairs, supplying emergency bottled water and more.
Developer services
We work with developers to help get new water mains installed. Our expert teams will support throughout the development, whatever the needs. If a new water mains needs to be installed, it’s important to be aware of the specification that needs to be met for the work to be undertaken.
Fisheries
At Bristol Water Fisheries we are passionate about offering a wide range of ways to get into fishing. You can also discover our lakes, like Chew Valley Lake, one of the South West's most beautiful spots. To keep you informed, we also share the latest reports, news and events from our lakes and fisheries.
If you have no water
If you have no water, follow our checks on internal pipes, with neighbours and for planned works, before getting in contact with us. In an emergency we always act immediately, and you can find out how we respond to you during an incident.
High water consumption
If your water usage has gone up, check for leaks, like dripping taps or toilets. Ask yourself whether you’ve had more people at home and been using more appliances. Setting appliances to Eco or using a shower can help. Weather or a medical condition can also lead to increased water usage.
How to deal with leaks
There are two kinds of leaks, ones that occur in our pipework and are our responsibility, and ones that occur on your private pipework which require you or the homeowner to repair. If you spot a leak on our pipework please report it. If you think you have a leak on your pipework, we can help confirm this and let you know the next steps.
Beware of scams
All our staff carry photographic identification and if you need extra support you can register for our priority services, where you can set up a password which we’ll use when we visit your home. We would never reach out to a customer on social media, but if you want to contact us this way, use the authorised accounts below and follow the Doorstep Code in our blog to stay safe.
How to make a customer complaint
You can make a complaint and find out about the process by visiting our complaints page. Our experienced customer team will look to resolve your issue quickly and efficiently.
Consumer Council for Water (CCW)
CCW are the independent voice for water consumers in England and Wales. If you are not happy with how Bristol Water has handled your complaint, your issue is over eight weeks old or you just want some free trusted independent advice then you can contact CCW directly on 0300 034 2222.