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IWNL is prioritising the work we undertake during COVID-19 to make sure we keep your taps flowing, toilets flushing and providing you with a safe and reliable water supply.

Flushing Advice – Restoring Supplies

During the lockdown period over the last few months, many buildings may have become vacant. Where drinking water supplies have not been in regular use, you must flush the system in order to maintain the standard and quality of your drinking water.

Water systems should be flushed before a building or premises reopens through all points of use within the building including showers, toilets and sinks.

Industrial units, construction sites and commercial buildings should follow and use the advice to safely restore their water supplies.

Restarting water systems

Where a building has been vacant for a period over one week or water usage has been reduced, we recommend a flushing regime to safely restore the drinking water back to an appropriate quality.

Please refer here for guidance on recovering drinking water supplies in buildings

Visiting your home

We will continue to offer a great service, whilst keeping our teams and customers safe and we are introducing the following additional safety measures:

  • If you have an appointment scheduled with one of our team members and you would rather postpone, we will be happy to re-arrange for another time.
  • If we need to arrange an appointment with you, we will be asking before we visit if anyone in the home is ill or in self-isolation, in order to keep both you and our teams safe.
  • If we should call at your home and you're unwell, please let our teams know immediately so that we can take the necessary precautions to keep both you and our teams safe.

What should you flush?

We know some people are having trouble getting hold of toilet roll. If you do end up using other items like kitchen roll, wet wipes or cotton wool balls, please put these in the bin. Only pee, poo and paper should go down the toilet. Anything else can cause major blockages in the sewers and could cause external flooding. Please help keep our sewers and your communities clear. For more information, please take a look at our advice on our website here:

Frequently asked questions

Is my water safe to drink?

Yes your water is safe to drink. The small amount of chlorine in the water keeps it free from bacteria and viruses.

I'm worried about paying my bill – what can I do?

You may be worried about paying your water bills during this time of uncertainty and we do understand at times it can be difficult to manage your finances. If you're having problems paying your bills, please call us on 02920 028 711 to discuss alternative payment options. We can always help, but we won't know unless you tell us.

I'm a vulnerable customer – can you help?

We have a range of services to support our customers who are identified as vulnerable, due to age, ill health or disability, whether that's on a short or long-term basis.

Some of the ways in which we can help are by providing bottled water supplies in the event of an interruption to your water supply, providing bills and documents in alternative formats such as large print, or Braille, or dealing with someone you nominate to manage your account.

Please do get in touch with us if you would like to be added to our Vulnerabilities Register. You can register yourself by logging in to your IWNL online account, or you could call us and ask us to add you. For more information, please visit

Contacting us

  • Call 02920 028 711 between 8am and 8pm, Monday to Friday, and between 9am and 1am on Saturdays.
  • Chat to us online via our webchat service.
  • Sign into your online account to do a number of things with your account at any time of the day or night.
  • View and pay your bills online
  • Submit your meter reading
  • Make changes to your personal details
  • Add a secondary account holder

Many thanks for your cooperation and understanding, and from all of us at IWNL, please stay safe.