Help & Support

Non-payment action stopped - update to your terms and conditions

We’ve stopped all action we can take when water accounts aren’t paid for by businesses seriously affected by the coronavirus. If your business site is set to temporarily vacant, it means you're defined as a ‘Covid-19 affected customer’ and we've:

  • Stopped all late payment fees or interest charges so you don’t need to worry about these if you’re having problems paying.

  • Paused all enforcement action for non-payment of bills - we won’t pass any accounts to our debt collection agency or charge any fees for this.

  • Stopped all disconnections for customers who haven’t paid their bills.

While we’re taking these actions, it’s important that businesses that can pay their bills on time as normal should continue to do so.

If you have more than one site, they all need to me temporarily closed for you to be defined as a ‘Covid-19 affected customer’.

Ofwat (the water industry regulator) have set the dates for these actions, which is from 1 June to 31 July 2020 and updated their  Customer Protection Code of practice. The end date may change, if it does, we’ll keep you up to date on this webpage. 

We have also updated our terms and conditions in-line with these temporary changes and they now include the following clause:

For Covid-19 Affected Customers, the following clause shall remain in effect until you cease to be Covid-19 Affected Customer:
(a) No amounts owed by the Non-Household Customer to the Retailer are “due” or shall be treated as “due” by the Retailer for the purposes of a disconnection notice under section 61(1ZC)(b) of the 1991 Act, and for these purposes only. All other rights and obligations under these Terms and Conditions of Supply are unaffected by this clause 5.25(a).


SME terms and conditions 

Corporate contract terms and conditions 

Deemed contract terms and conditions 
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