FAQs

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 

If you spot a water leak near your home, please report it to us by calling 0800 011 4193. 

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.  

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.  

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

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.  

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. 

You can find out who provides your water and sewerage by entering your postcode on the Water UK website.   

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. 

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.