Gas
We keep homes warm across the country, delivering gas safely and reliably through our networks.
What should I do if I smell gas?
If you smell gas, call the National Gas Emergency Service immediately on 0800 111 999. You should also follow our six steps to stay safe while you wait for an emergency gas engineer to attend.
I need extra help to stay safe and warm without my gas supply. Can you help?
We know it’s harder for some people to be without their gas supply, for example, if you have a health condition or young children. If you’ve not already joined our Priority Services Register, please get in touch with our team.
Can I claim compensation for the interruption to my gas supply?
If we’re not able to restore the gas supply to your home within 24 hours, you’re eligible for compensation. The compensation payment you will receive is set by our regulator Ofgem. You can find full details in our Code of Practice.
How do I keep warm without my gas supply?
We’ll do all we can to restore your gas supply as quickly as possible. In the meantime, please try to stay warm by wearing extra layers, covering up with blankets and regularly having hot drinks.
Electricity
We deliver electricity to homes nationwide, working behind the scenes to keep your lights on.
Can I claim compensation for the power cut?
If you’re without electricity for more than 12 hours, you’re entitled to a payment in line with our Guaranteed Standards of Service. You can find full details in our Code of Practice.
I have to keep medication in my fridge. What do I do in a power cut?
Power cuts are usually short and a closed fridge will stay cold for up to four hours. Keeping your fridge closed during the power cut will help preserve your medication.
I rely on electricity to power medical equipment. What do I do?
If you rely on electricity to power equipment such as a feeding pump or nebuliser, it’s important you have a contingency care plan in place with your medical professional. If you’re not sure of your plan, please speak with your carer or doctor.
I need extra help to stay safe and well in a power cut. Can you help?
We know it’s harder for some people to be without electricity, for example, if you have a health condition or young children. If you’ve not already joined our Priority Services Register, please get in touch with our team.
What should I do during a power cut?
Whether you’ve had a sudden power cut at home or if you want to know how to prepare, read our power cut guide to find out what to do in a power cut.
Water
At mua Water, we supply drinking water to your taps and remove wastewater from your property.
Who are mua Water?
We’re an independent water and wastewater company, licenced by the regulator Ofwat to provide water and wastewater services to new developments across England and Wales.
How can I pay my water bill?
You can pay your water bill in the way that best suits you. Lots of our customers find the easiest way to pay is by direct debit. You can also use our automated payment line or pay online by debit or credit card. For more details on our payment options, log into your online account.
I’m struggling to pay my water bills, can you help?
If you’re struggling to pay your bills or falling into debt, we want to help. Please get in touch with us as soon as possible. You can reach us by phone on 0333 009 5219 or email at billing@muawater.co.uk
How can I save water?
Small changes to how you use water at home can make a big difference to the environment – and help you save money on your bills.
Here’s some tips on how you can save water at home:
- Turn off the tap when you’re cleaning your teeth
- Only fill the kettle for what you need
- Take showers instead of a bath
- Wait for a full load before you use your dishwasher or washing machine
- Collect rainwater in a water butt to use in your garden over the summer
I’ve spotted a leak near my home, what do I do?
If you spot a water leak near your home, please report it to us by calling 0800 011 4193.
What do I do if my water pipes burst?
We’re responsible for the water pipes up to your external stop tap, which tends to be located outside your property boundary.
If you have a leak inside your home or on the pipe between your home and the external stop tap, you’ll need to contact an approved WaterSafe plumber to fix it.
How do I report a water leak?
If you’ve got no water or need to report a leak, call us on 0800 011 4193.
You can also contact us if you’ve got low water pressure, your water smells or tastes strange or you have wastewater problems.
How can I find out who supplies water to my home?
You can find out who provides your water and sewerage by entering your postcode on the Water UK website.
How can I move my water meter?
If you need to move your water meter, we can help.
It’s illegal to tamper with a water meter or move it without our permission, so we’ll need to move the meter for you. Sometimes an approved WaterSafe plumber can move your meter, but you’ll need to check with us first.
Whether your water meter is inside or outside your home, call our team on 0800 011 4193 to talk through your options.
How often will you read my meter?
We aim to read your meter every six months. You can also submit a meter reading in your online account if you move home, have received an estimated bill or if you want to track your usage more closely.
Changing your connection
As your business evolves, your utility needs can change. Whether you need to move your supply or change your capacity to meet your net zero ambitions, we can help.
Can you temporarily isolate my supply while we work on the equipment at our site?
We can temporarily de-energise your supply to allow your engineers to safely work on your equipment. Get in touch if you need a temporary isolation and we’ll arrange that for you.
We’re changing from gas heating to heat pumps. How can we increase electricity capacity at our site?
We’re helping schools, leisure centres and local authorities to decarbonise their sites by increasing electricity capacity to allow for low carbon alternatives. Contact us to discuss your heat decarbonisation plans.
We’ve changed our operations and we’re not using as much electricity. Can we reduce our capacity?
If you’re using less electricity than your Maximum Import Capacity (MIC), you can request a capacity decrease. Contact us with your site address and MPAN (Meter Point Administration Number) to discuss your circumstances.
How can I get more power at my site for solar panels or battery storage?
If you want to install solar panels, EV chargers, battery storage or other low carbon technologies at your site, you may need to increase capacity of your electricity supply. Get in touch with our team and we can discuss your capacity options.
Working near our assets
Stay safe when you’re working near our assets by knowing where all the underground pipes and cables are buried before you start work.
How do I find out where your utility assets are located?
Before you start digging, it’s vital you check the location of all underground pipes by accessing a utility asset map of your site from LinesearchbeforeUdig.
If you need information about our assets on a site that’s under construction, please contact us directly for our network plans.
What do I do if I damage an electricity cable, gas pipe or water pipe?
If you hit one of our electricity cables, move away from the excavation and call us on 105 or 0800 011 4193.
If you damage a gas pipe or smell gas, call the National Gas Emergency Service immediately on 0800 111 999.
If you hit one of our water pipes or spot a water leak, report it to us on 0800 011 4193.
Utility connections
We invest in long-life utility assets to connect homes and businesses to essential energy and water infrastructure.
How can I get an asset value quote for my next electricity, gas or water project?
You can generate instant asset value quotes for electricity, gas and water connections at residential, commercial and industrial developments through our asset value portal.
How is mua different from other independent network operators?
We’re a multi-utility network operator, adopting and operating the electricity, gas and water infrastructure. We’ll work with you from design through to energisation of your utility connections, making your life as easy as possible.
What’s the difference between an IGT and a GDN?
Both IGTs and GDNs are regulated by Ofgem to build, operate, maintain and invest in gas networks. But unlike GDNs, independent gas transporters (IGTs) operate nationally and offer asset value payments to adopt newly-constructed gas networks.
What’s the difference between an IDNO and a DNO?
Independent distribution network operators (IDNOs) are licensed by Ofgem to build, operate, maintain and invest in electricity networks, just like DNOs. As well as operating nationally and not regionally, what makes an IDNO different is that IDNOs pay developers, housebuilders and ICPs to adopt electricity networks on new developments.
Battery energy storage
Battery energy storage systems play an essential role in the net zero transition. We’re helping BESS projects nationwide connect to the grid.
Why should I choose an IDNO to energise my battery storage site?
We’re licensed by the energy regulator Ofgem to own and operate electricity networks powering battery energy storage sites. We’ll maintain the new local network for its entire lifecycle.
Unlike local distribution network operators, we offer competitive asset value contributions to adopt new connections to BESS projects.
How do battery energy storage sites work?
Battery storage helps balance demand on local electricity networks. Typically, the batteries charge overnight when demand on the network is lower. This stops renewable energy from being wasted when it’s not needed and increases energy security.
The stored energy is released back to the grid when demand from homes and businesses is high.
Data centres
As an independent distribution network operator, we invest in, own and operate essential electricity infrastructure powering data centres across Britain.
Why should I choose an IDNO to energise my data centre?
We’re an Ofgem-regulated IDNO, providing expert solutions for high voltage (HV) and extra high voltage (EHV) grid connections to data centres.
In adopting the grid connection to your data centre, we’ll own and operate the essential electricity infrastructure for you. Our competitive asset values can reduce your upfront capital costs, while our grid connection expertise helps reduce connection lead times.
EV connections
We’re Britain’s leading IDNO for electric vehicle charge points, connecting EV charging hubs to our electricity networks.
What type of EV charging infrastructure can you adopt?
We adopt EV connections that charge cars, buses, vans and lorries, including large motorway forecourts, electric bus depots and ferry terminals. If you’re installing new EV charging infrastructure, we can help.
Why should I choose an IDNO to energise my EV connections?
We’re licensed by the energy regulator Ofgem to own and operate electricity networks powering EV charge points.
Unlike local distribution network operators, we offer competitive asset value contributions to adopt new connections to EV chargers.
Careers
What if I don’t meet all the criteria on the job description?
We’re looking for people who are passionate about helping us achieve our vision of becoming the UK’s first-choice multi-utility network operator. If that’s you, don’t worry if you don’t meet every requirement for the role – we still want to hear from you.
I’ve applied for a job at mua. What happens next?
Thanks for applying! Your application will be initially processed by our shareholder Murphy, who supports us with recruitment. The Recruitment team will be in touch with you shortly to let you know if you’ve been successful in reaching the interview stage.
Other
What should I do if I spot a water leak near my home?
We work hard all year round to ensure leaks on our network our minimal. All households on our networks have smart meters and this is key to helping us identify leaks in customer homes.
If you spot a water leak near your home or on our network, please report it to us by calling 0800 011 4193.
How is the ban being enforced?
As an Ofwat-regulated water company, we’re able to enforce hosepipe bans under Section 76 of the Water Industry Act 1991, as amended by the Flood and Water Management Act 2010.
If you use a hosepipe without permission during the ban, it is a criminal offence and you could be fined.
We trust that everyone will use water responsibility during the ban and we’re not encouraging customers to report their neighbours. If we become aware of any breeches, we may get in touch to remind customers about the restrictions.
You can read the full terms and conditions of the restrictions in our legal notice of the hosepipe ban for Egham residents and our legal notice for Arlesey residents.
Do I still need to save water if it rains?
We need a lot of rain to bring ground water and reservoir levels back up to normal for this time of the year. That’s why it’s so important to keep saving water even if we do get a bit of rain over the summer.
What else can I do to save water at home in the warm weather?
Swapping the hose for a watering can really does make a big difference. It can save as much as 150 litres of water, which is the same as two baths! Other water-saving tips for the warm weather include:
- Keeping a jug of water in the fridge to save you running the tap for cold water
- Covering up the paddling pool instead of refilling it each time
- Watering your plants early in the morning or late at night when it’s cooler
I’m elderly or disabled and I can’t carry a watering can. What do I do?
If you’re on the Priority Services Register, have a Blue Badge or are on our WaterSure tariff for medical reasons, you’re exempt from the hosepipe pipe.
If you’re not already registered on our Priority Services Register, but would struggle without using your hosepipe, please contact us so we can add you to our free register.
Why aren’t all mua Water customers impacted by the hosepipe ban?
Water supplies are stretched in some regions more than others. In some regions, the reservoir and groundwater levels are particularly low, so the hosepipe ban is needed. In other areas, levels are a little higher and there’s currently no need for a hosepipe ban.
Even if there’s no hosepipe ban where you live, we’d encourage you to follow our simple water-saving tips this summer.
How long will it take to receive my search results?
We aim to complete your water and drainage report within seven working days.
How do I know if my property is connected to your network?
Please use our postcode checker tool to check whether we’re your water network operator.
Get in touch
If you can’t find the answer to your question on our website or there’s something you want to tell us, please get in touch. We’re here to help.