Get in touch

To let us know you're moving home, you will need:

Please let us know you're moving around 7 days before your moving date.

Once you've completed a form to tell us you've moved, we'll take care of the rest.

You can use the close an account form to let us know you're selling a second property.

When you get to section 4 and the form asks for your new address, please enter your forwarding or permanent address. When asked "Will you pay the bill at your new address?", select "no" if you already have an account set up for this address.

It’s best to let us know as soon as you move in. But if you’ve forgotten, and you moved within the last 3 months, you can use our online forms. If your move was longer than three months ago, you'll need to talk to us.

Existing customers - if Yorkshire Water billed you in your last home you’ve moved within our area, please use our existing customer form.

New customers - if you don’t have a Yorkshire Water account yet, because you’re new to the area or it’s your first home, please use our new customer form.

Closing your account - if you've moved out of our area, please fill out our closing your account form.

Get in touch, we'd be happy to help!

You can use the close an account form to let us know you're selling a second property.

When you get to section 4 and the form asks for your new address, please enter your forwarding or permanent address. When asked "Will you pay the bill at your new address?", select "no" if you already have an account set up for this address.

No, we'll need to close the account and open a new one.

To make this as quick and easy as possible, it would be great if you’ve got any of this information to hand:

• The person’s details including name, address and date of death.
• If the property is owned or rented.
• An up to date meter reading (only if it's safe to read the meter).
• If you're closing the account - the forwarding address to send any final correspondence to.
• If someone is still living in the house and needs a new account - their full name, forwarding address and telephone number.

If you don’t have all the information, there’s no need to worry. Give us a call and we'll be happy to help.

To tell us you're moving or close an account, you will need:

You can pay your bill by:

• Direct Debit
• online card payment
• standing order
• bank transfer
• telephone banking
• cheque
• payment card at a PayPoint or Post Office with cash or card.

Find out more about paying your bill

To pay your bill, or change the way you pay, you will need:

• your Customer Reference Number (you'll find this on your bill or statement) 
• the postcode of the property
• the bill payer's name
• your contact phone number and email address
• your bank account number and sort code (if you're setting up a direct debit)
• your credit or debit card (if you're making an online card payment).

We don't want anyone to have to worry about paying their water bills, so if you're struggling, please let us know or apply for one of our schemes.

Help to pay

You can pay your bill by:

• Direct Debit
• online card payment
• standing order
• bank transfer
• telephone banking
• cheque
• payment card at a PayPoint or Post Office with cash or card.

Find out more about paying your bill

If you want to change the way you pay, it's quick and easy to do using our online form.

To complete the form, you will need:

• your Customer Reference Number (you'll find this on your bill or statement) 
• the postcode of the property
• the bill payer's name
• your contact phone number and email address
• your bank account number and sort code (if you're setting up a direct debit).

Change the way you pay

To set up a Direct Debit, you will need:

• your Customer Reference Number (you'll find this on your bill or statement) 
• the postcode of the property
• the bill payer's name
• your contact phone number and email address
• your bank account number and sort code.

To give us a meter reading, you will need:

• your customer reference number (you can find this on the top of your last bill or letter)
• your reading (the black numbers from your water meter)
• the date you took the reading.

1. We'll make an appointment

We'll call you to make an appointment with our approved service partner to visit your home. 

2. We'll carry out a meter survey

Our approved service partner will come to your home to do a survey. If we can fit the meter at our preferred location and at a reasonable cost, the installation will be free.

3. We'll fit your meter

We'll fit your water meter during our first visit if we can. We usually fit a water meter inside your home, in the same place as your stop tap, but we might put it outside if there’s a good spot available.

If it's not possible to fit a meter on the survey day, or the surveyor suggests fitting a chamber outside, we’ll make another appointment with you. 

We normally fit water meters within a month but if we're really busy, it can take up to three months. If it takes us longer than three months to fit your meter, your metered charges will be backdated from the 90^th day from applying.

4. We'll send your new account details

Once your meter has been fitted, our service partner will let us know the location and serial number. We’ll then be in touch with the details of your new metered account. Until you get this, you should carry on paying as usual.

Once your meter has been fitted, our service partner will let us know the location and serial number. We’ll then be in touch with the details of your new metered account. Until you get this, you should carry on paying as usual.

After we receive your application and any supporting documents, we'll be in touch within 5 working days to discuss the next steps.

If you want to apply for one of our schemes, here's what you'll need.

WaterSure

To apply for WaterSure, you need to give us:

• proof of your benefit entitlement 
• a copy of your repeat prescription or a doctor's certificate/letter explaining your condition and why you need to use extra water
  or
• proof of Child Benefit entitlement for each child
  

WaterSupport or Community Trust

To apply for WaterSupport or a Community Trust Award, you need to give us proof of your income such as:

• bank statements (dated within the last 3 months)
• benefit award notices (most recent award letter)
• wage slips (dated within last 3 months)
• self-employed business records (most recent Self-Assessment Tax return).

For any other schemes, please call us on 0345 1 299 299 and we can advise you.

Yes!

Save water

A few small changes can make a difference and save lots of water, which will cut your utility bills.

Read our water saving tips

Water meters

Depending on water usage and how many people are in your home, you could save money with a water meter.

See if you could save with a water meter

To report a leak, you need know:

• the exact location of the leak (postcode/street name/village)
• the type of leak (pool of water, trickle down street, flowing stream, like a fountain)
• your contact details (we only need these in case we need to phone you back)

Inside your property

You're responsible for the maintenance of the plumbing inside your premises, for example water pipes, water tanks and overflows.

Outside your property, but still on your land​

You're also responsible for the pipework from the boundary of your property up to where it enters your premises.

Outside your property boundary

If the leak is outside your property boundary and on our water pipe (pipes in roads, footpaths and the pipe that leads up to your property boundary) then this is our responsibility.

If you've spotted pollution in a water course, please call us on 0800 138 3484 so that we can investigate as a priority.

Signs of a suspected pollution in rivers, water courses or coastal areas could include:

• the appearance of toilet paper, tissues, wipes, faecal matter, condoms and/or sanitary products
• a river or stream appearing to look cloudy or milky
• the appearance of soap suds or foam
• the presence of a slimy grey sewage fungus
• dead or gasping fish
• noticeable sewage odour.

We’ll take a look

If sewage is inside your home or property, we’ll try to get to you the same day. You’ll need to be in when we visit so if you can’t be there, we’ll make you an appointment for a later date.

If sewage is outside your property, we’ll aim to get there within 5 days.

We can text you on the day to let you know the technician is on their way. When they arrive, the technician will clean up the mess and figure out what’s causing the leak. Once they know what the problem is, the technician will tell you what you need to do and explain when happens next.

Next steps

If it's a problem with our pipework, we’ll take responsibility and sort it.

Every situation is different, so it’s difficult to know how long the problem will take to fix. If it’s a simple problem, we may be able to fix it on our first visit. Fixing big problems can be complicated and may take a while, so we may need to come back to do further work. If we need access to your property again, we’ll get in touch to arrange another appointment.

Fixing a problem on your property

If you live in a rented property, you should contact your landlord and tell them about the problem.

If you own the property, contact your insurance company before you start looking for a drainage contractor. They will be able to give you help and advice about making a claim. If you don’t notify your insurance company, it could affect any future insurance claim. We have no liability for sewage leaks which are beyond our control so your insurance company are best placed to help you regarding loss and damage.

You are responsible for all the pipes inside the property. These include toilets, sink drains and any outdoor guttering or pipes attached to the property. You’re also responsible for the section of pipe from where the pipes go into the ground, either directly or into a gully close to the property, until it reaches a public sewer (unless this is shared with your neighbour).

Don't worry, we're still on hand to give you advice and we'll help you as much as we can.

Sewage leaks can be very dangerous so it's important you stay safe.

• Do not walk through flood waters if you can avoid it - they may contain sewage and other dangers. You should also keep children and pets away from the affected area.
• Wash your hands and disinfect footwear after any contact with the sewage.
• Turn off electricity and gas points if sewage is in danger of reaching them.
• Take extra care around flooded areas - manhole covers may have been moved by the water. You might not be able to see this, and you could fall and injure yourself.
• Never attempt to unblock a sewer yourself – this would put you at risk and could make the situation worse. You should wait for one of our professionals to come and deal with the problem.
• Protect cuts and grazes with waterproof dressings and wear rubber gloves to protect yourself while cleaning up.
• Don’t eat any fruit or vegetables grown in the garden if there has been a sewage leak, and don’t plant any new ones for at least six months.

If you turn on your taps and find you have no cold water, or very low water pressure, it may simply be because there's work going on in your area. If you haven't received a letter or card, there may be a problem near you, like a burst water main.

Check for incidents in your area

If there's no work going on, have you checked your stop tap? Sometimes, when work is carried out, air or sediment can become trapped behind your internal stop tap.

Here's what you need to do:

1. Turn on your main feed cold water tap (this is usually your kitchen tap).
2. Turn your internal stop tap (usually under the kitchen sink, in the bathroom or in the cellar) off and on three or four times.
3. Make sure your stop tap is fully open, then turn it back slightly to avoid seizing.
4. You may find the water coughs and splutters a bit, but usually this brings back the water or increases the pressure.

If none of these suggestions have worked and you still have no water or low pressure, give us a call and we can help you. If you need one of your technicians to visit you, we can make an appointment while you're on the call.

If we couldn't help you over the phone, one of our technicians will pay you a visit to check water is flowing to your home. Where possible, we may also check the kitchen tap to see if the problem is in your home or outside the property. The technician will advise you on the next steps.

Water pipe responsibility changes at the boundary where the street meets your property, this is usually at your garden gate. If sufficient water flow doesn't reach this boundary we'll upgrade the pipes and ensure it does.

You are responsible for pipework between the boundary of the street and your home, stop taps on your property (either inside or outside) and all the plumbing in your home.

If the problem is inside your home, the maintenance is your responsibility. You may have plumbing and drainage cover, so you might want to contact your insurance provider before looking for a plumber.

If you need to find a plumber, you can find an approved local one on the WaterSafe website.

Here are the services we offer:

Braille and audio letters
We can send you large print, braille or audio copies of your bill.

Need to know about planned works earlier?
We can give you a longer notice period and even arrange a personal visit if there's something big happening.

Constant supply of water
Sometimes we may need to interrupt your water supply. We’ll contact you if we do and we can offer a priority water supply connection or, if needed, bottled water delivered straight to your door.

You'll always know it's us calling
If you are concerned about unwanted callers, we can set up a security password so you'll always know it's us calling.

Want someone else to manage your account?
You can nominate someone to act on your behalf.

Help reading your meter
Maybe you’re struggling to bend down or access your meter? If you can’t take a reading, we may be able to take one for you.

We can help if you:

• have sight problems
• are deaf or hard of hearing
• have home dialysis
• use a wheelchair or have mobility concerns
• are a new parent
• are concerned about unwanted callers
• would like someone else to manage your account.

To sign up for priority service, you will need:

• your customer reference number (optional)
• your postcode
• your contact details (email address and phone number)

Yes of course! You'll need to tell us the details of the person you want to register and your relationship to them.

Once you have made your nomination, the WOW! Awards independent judging panel will award the employee or team with a certificate of excellence, if they think they've delivered outstanding customer service.

Step 1: We'll talk it though

We’ll listen to the problem so we can really understand the issue. We’ll always try and resolve your complaint right there and then on the phone.

Step 2: We’ll investigate it

We’ll get to the root of the problem and see what we can do to help.

Step 3: We’ll offer you a solution

We’ll try and come up with a solution we’re both happy with. We solve most of our complaints at this stage.

Step 4: You can escalate your complaint

If you're still unhappy you can ask to be referred to a complaint manager. They'll aim to call you the next working day, but it can take up to 48 hours.

Step 5: Speak to your dedicated complaint manager

Top tip - if you request a call back, you'll jump straight to this step!

Your dedicated complaints manager will discuss the problem with you and will personally handle your case from this point.

The complaint manager will carry out an independent review of the problem.

Step 7: We’ll offer you a solution or explain why we can't

We do everything we can for our customers and we always try and come up with a solution both parties are happy with. But we can’t fix everything, some things are out of our control. If we can’t resolve the issue to your satisfaction, you’ll get a full explanation why.

To make this as quick and easy as possible, it would be great if you’ve got any of this information to hand:

• The person’s details including name, address and date of death.
• If the property is owned or rented.
• An up to date meter reading (only if it's safe to read the meter).
• If you're closing the account - the forwarding address to send any final correspondence to.
• If someone is still living in the house and needs a new account - their full name, forwarding address and telephone number.

If you don’t have all the information, there’s no need to worry. Give us a call and we'll be happy to help.

No, we'll need to close the account and open a new one.

When you call, we might ask you for a copy of the death certificate.

If so, this is where you send it:

Yorkshire Water
PO Box 52
Bradford
BD3 7YD