We’re committed to supplying your homes with high quality, safe drinking water. However, there may be times when your water may appear, smell, or taste different, Check out our troubleshooting guides below, and our Homepage for live events before calling. Our emergency number is 0330 043 2320 and available to call 24/7.
Chlorine/disinfectant
To comply with UK legislation, your drinking water supply must be disinfected, to ensure it is safe to drink and contains no harmful organisms. In most areas, chlorine-based chemicals are added to the water at the treatment works. Chlorine levels are kept as low as possible but sometimes you may still experience a taste and smell to your water.
These low levels of chlorine are not harmful to health, but may be more noticeable:
What can I do?
To reduce the taste and smell, fill a jug with tap water, cover it and place it in the fridge. Dispose of this water after 24 hours. Don’t waste this water, you could use it for watering your plants.
If you are still noticing a strong smell or taste of chlorine / disinfectant or what may be described as metallic in hot and cold drinks this may be due to rubber and plastic materials within your plumbing or appliances. This is described more under chemical tastes and smells.
Earthy/musty
An earthy / musty taste or smell to your water may be caused by the release of naturally occurring substances from algae and other organic matter within reservoirs. These substances are not harmful to health at the concentrations found.
It could also be the result of household pipework which may encourage the growth of harmless microorganisms, for example in pipework with low usage, local warming between hot and cold pipework, and on rubber materials, such as washers, within your pipes.
What can I do?
Firstly, check it’s the water, if you move to another room does the water still taste or smell musty? If the taste and smell has gone, it’s likely to be the waste trap in your sink. Clean the sink trap and drain to remove the problem.
If the taste or smell is more noticeable in the morning or when you have been away for extended periods, run your taps to clear any water standing in your pipework. Use a washing up bowl and save the flushed water to water your plants.
Check your pipework, make sure your hot water pipes aren’t touching your cold-water pipes.
Always ensure any plumbing fittings and materials are approved, through a certification scheme such as WRAS, more information can be found at www.WRASapprovals.co.uk
If you are still experiencing a problem please contact us on the number at the top of this page.
Metallic/bitter
A metallic or bitter taste to your water may be the result of contact with plumbing materials such as copper and galvanised pipes, where water has been standing for serval hours or subject to localised warming.
You can resolve this by running your tap to flush through fresh water, you should notice a slight change in temperature once the fresh water reaches your tap. Check your hot water pipework is lagged and not touching your cold-water pipework.
Some people identify chlorine as metallic, see our page on chlorine taste and odour for more information.
Petrol/diesel/solvent
If you notice a petrol, diesel, solvent smell from your kitchen tap, please call us on 0330 043 2320 and we’ll send an Inspector over to investigate. Over time fuel and oil can pass through plastic pipes and impart taste and odour on your water supply. Our Inspector will identify if your supply pipe needs to be replaced with a protected material, such as barrier pipe.
To reduce any risks from petrol and diesel, ensure you store any petrol and fuel oil away from your water supply pipework and in a bund where possible. If you notice any spills notify your local Environmental Health Team.
Chemical
A chemical taste to your water, maybe described as TCP or antiseptic, and is most likely caused by contact with the rubber and plastic materials used in domestic appliances and fittings. You may notice the taste in hot drinks, and it may not always be present. Some common causes include:
White/milky/cloudy
White, milky or cloudy drinking water is caused by lots of little air bubbles, created through issues on the distribution network or from internal plumbing. This is safe to drink and if you leave it to stand for a few minutes, your water should clear.
This may be more noticeable as a result of activity on the distribution network, such as a burst water main. Check our Homepage for any live events. Your water should be back to normal within 24 hours, if not please call us on the number at the top of this page.
White or cloudy water may also be caused by an internal plumbing issue, such as unlagged hot pipes touching cold pipes and warming the water. This should clear if you flush the water through your kitchen tap. If flushing doesn’t resolve the problem and your neighbours aren’t impacted, you may need to contact a plumber. A local approved plumber can be found at www.watersafe.org.uk.
Dark particles or purple spots
You may experience bits or small particles that appear to discolour your tap water. These are normally short lived and are unlikely to be harmful to health. The most likely cause is a change in flow or pressure on the distribution network, such as a burst main, disturbing deposits of iron and manganese within the mains causing bits and discolouration.
To resolve, run your first incoming cold-water tap (normally the kitchen tap) slowly until it clears, this will normally remove the discolouration. Don’t run the hot water tap or use dishwashers, washing machines or any other appliances using your hot water system.
If your water supply doesn’t clear, check with your neighbours to confirm if they are affected. If your neighbours aren’t affected, the issue is more than likely related to your internal plumbing, and you may need a plumber. A local approved plumber can be found at watersafe.org.uk.
If your neighbours are impacted, the cause is likely the distribution system. Check our live updates page. If your area isn’t included, please give us a call on the number at the top of this page.
Brown/orange/black
Discolouration can range in appearance from yellow straw colour to dark brown. Although this may appear unpleasant, it isn’t normally harmful to health. The most likely cause is a change in flow or pressure on the distribution network, such as a burst main, disturbing deposits of iron and manganese within the mains causing bits and discolouration.
To resolve, run your first incoming cold-water tap (normally the kitchen tap) slowly until it clears, this will normally remove the bits. Don’t run the hot water tap or use dishwashers, washing machines or any other appliances using your hot water system.
If your water supply doesn’t clear, check with your neighbours to confirm if they are affected. If your neighbours aren’t affected, the issue is more than likely related to your internal plumbing, and you may need a plumber. A local approved plumber can be found at watersafe.org.uk.
If your neighbours are impacted, the cause is likely the distribution system. Check our live updates page for events. If your area isn’t included, please give us a call on the number at the top of this page.
Blue/green/yellow/pink water
Unusual colours can be caused by deposits from metal pipework, algae or harmful chemicals. If your water is an unusual bright colour like blue, green or pink, please contact us immediately on the number above.
These colours may be the result of:
Mould/staining
Staining, mould, and black slime around fittings, on tiles, washing machine drawers, anything in prolonged contact with water, are caused by the growth of microscopic organisms, collectively known as biofilm. Biofilm aren’t considered to be harmful to health but can look unsightly.
To help prevent the growth of biofilms:
Clean your tap fittings, inside and out, with a small brush and mild household disinfectant. Remember to flush the tap through before use, to remove any residue. Other surfaces, such as tiles can be cleaned with a sponge and mild disinfectant but remember to check manufactures guidance before use.
If you’re having any issues with your water supply, please contact us on 0333 009 5213 for advice.
If you’ve been affected by a water quality issue and you believe you’re entitled to a payment, visit our Customer Promise page or give us a call on the number above.
Water hardness is the concentration of calcium, magnesium, and salts, which occur naturally in water. The more it contains, the harder the water is. Water hardness depends on local geology, which varies throughout the UK. Hardness can vary between locations, and you may notice a change should we change the source of your water supply, or you move home. This doesn’t affect the quality of the water, but it can lead to a slightly different taste or smell, which you may notice in your tea. It can also cause limescale in your appliances, and difficulties in lathering soap.
Water softeners are available to buy, but they must comply with the Water Supply (Water Fittings) Regulations and must be maintained properly. However, softened water can contain high sodium levels, so an unsoftened supply must be kept for drinking purposes. For more advice, please contact Water Regs UK.
The tables below shows average values from samples taken over a year:
| mg/l CaCo3 (Calcium Carbonate) | 31.4 |
| mg/l Calcium (Ca) | 10.5 |
| Calcium Carbonate (mmol/l) | 0.31 |
| Clark Degrees (UK ◦C) | 2.2 |
| French Degrees (◦F) | 3.14 |
| German Degrees (◦dH) | 1.76 |
| Hardness classification | Soft |
| mg/l CaCo3 (Calcium Carbonate) | 148.5 |
| mg/l Calcium (Ca) | 59.4 |
| Calcium Carbonate (mmol/l) | 1.49 |
| Clark Degrees (UK ◦C) | 10.4 |
| French Degrees (◦F) | 14.8 |
| German Degrees (◦dH) | 8.34 |
| Hardness classification | Slightly hard |
| mg/l CaCo3 (Calcium Carbonate) | 285 |
| mg/l Calcium (Ca) | 114 |
| Calcium Carbonate (mmol/l) | 2.85 |
| Clark Degrees (UK ◦C) | 19.9 |
| French Degrees (◦F) | 28.5 |
| German Degrees (◦dH) | 15.9 |
| Hardness classification | Hard |
Customer Service team: 0333 009 5213
Emergency team: 0330 043 2320
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