Why Has My Water Turned Off?

Help - My Water Has Gone All Funny

We don’t realise just how much we rely on our water supply until something goes wrong. The water stops flowing from the taps completely, comes out at a far lower pressure than usual, or is discoloured and smelly. Without clean water, we can’t flush the loo, make a cup of tea or have a shower. Problems with the water supply are relatively uncommon in the UK and the water supply companies work quickly to get the water back to normal. If you notice something wrong with the water supply, there are a few simple steps to take.

Check with the neighbours

If the problem is with the mains supply, such as a burst water main, chances are that your neighbours will be experiencing the same problems as you. Ask them to run their taps and see whether the pressure is equally bad or the water the same colour. If it is, then the chances are the problem is fairly widespread. If however your neighbours’ water supply is perfectly normal, then the issue may be closer to home. A sudden drop of water pressure could mean a leak either inside your home or in the pipe running from the street to the house, so call your local water supply company and ask them to investigate, or ask a plumber to attend immediately to fix the leak.

Causes of disruption

There are many reasons why a water supply may be disrupted. Building or road works can be to blame when someone in a digger inadvertently hits the main supply. A large fire can lead to huge demands for water, decreasing pressure throughout the mains. Also, many water companies are investing heavily in improving their mains pipework, and although this sort of work also causes disruption, it is planned for and they will let you know when your supply is going off.

Get online

Water companies log known problems with water supplies on their websites, usually under a heading such as “known problems” or “network incidents”. If you have consulted with the neighbours and found similar problems, check the website before picking up the phone and calling the water company. They may already be aware of the issue, and the website may give additional information such as how long the supply is expected to be disrupted, and where to collect bottled water in the meantime. If the incident has not been reported, water companies all run a 24 hour emergency line to report problems with the water supplies in your area.

Code of Practice

Water companies all have a code of practice which sets out what they promise to do for customers if there is a problem with their supply. For example, Scottish Water promises to restore water supplies within 12 hours of them going off, and if they can’t, they will pay £20 compensation, plus another £10 for every additional 12 hours. United Utilities are more generous, and pay £25 after 12 hours. Companies vary, so check what you may be entitled to on the water company’s website. If there is a serious, ongoing problem with the supply affecting many houses, companies may bring water tankers to the area, or supply you with bottled drinking water.

Once the supply goes back on

After a disruption to your supply, it can take a while for your water to get back to normal. Run the cold water tap in the kitchen for a while, as it can take a few minutes for the water to clear of discolouration or smell. Often when a pipe is broken or pressure runs very low, debris gets into the pipes or is stirred up from the bottom, and it is common for this problem to reoccur in the hours after the pipe is reconnected. It is not dangerous to use discoloured water for flushing the loo or washing the car, but avoid drinking it, or having a bath in it. If you know that there is likely to be future disruption to the supply in your area it is a good idea to buy a few bottles of still water to keep in the house for that early morning cup of tea or coffee.