Unplanned water and sewerage service incidents, such as burst pipes, equipment failures or extreme weather, can disrupt business operations.
We explain what you can expect from your water retailer and wholesaler, how information is shared, and what support may be available.
Who is responsible?
The wholesaler
The wholesaler owns and operates the network. During an incident they:
- lead the response and restore services
- decide the type and severity of the incident
- provide updates to retailers
- coordinate emergency actions, including alternative water supplies where required
Your retailer
Your retailer is your main point of contact. They:
- receive information from the wholesaler
- pass updates and advice to affected customers
- handle enquiries and complaints
- explain what actions you may need to take
How you will be kept informed
Depending on the incident, you may receive information through:
- updates from your retailer (for higher-impact incidents) and/or your wholesaler if they have your contact details
- public notices on your retailer or wholesaler’s website
- targeted messages to affected areas
- social media or recorded announcements (for major incidents)
The updates will explain what has happened, who is affected, what to do and when the next update is expected.
In some instances, you may receive information directly from the wholesale company, particularly outside of normal office hours for your retailer. It is worth making sure you know who operates the network in your area.
Alternative water supplies
When supplies are interrupted:
- priority is given to domestic customers and vulnerable groups
- some non‑household sites may be prioritised (for example hospitals, care settings, critical infrastructure or livestock dependent businesses)
- alternative water for most businesses cannot be guaranteed and may be limited
How to prepare for an incident
You should consider:
- having business continuity plans for short-notice interruptions
- on‑site water storage or emergency supplies
- reuse or grey‑water systems
- private tankered water or backup sources
- talking to your retailer about resilience options
Compensation
Following an incident companies must consider whether compensation should be paid to you. This might be in line with their own compensation scheme or specific to the particular incident.
The Guaranteed Standards Scheme sets out the minimum payments which companies should make for certain service failures. The standards cover a range of services including:
- low water pressure
- supply interruptions
- flooding from sewers
- water quality incidents (England only)
- failure to provide service promised under the Priority Services Register (England only)
In most cases your retailer will make the payment to you.
Some standards apply in England but not in Wales, and minimum payment levels are different in England and in Wales.
