Domestic customer frequently asked questions
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How long does it take to process a direct payment application?
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Direct payments are where water and sewerage charges are taken directly from your benefits. Direct payment applications may take up to four weeks to process, therefore we advise you to continue with your payment arrangement until notified.
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As an unmeasured customer, how much notice is required to set up a direct debit arrangement and how long does this run for?
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On receipt of your completed mandate, your account will be re-issued detailing payment dates and amounts. This will remain in place until you choose to cancel the arrangement.
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When are the first and last payments due?
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Payments are from April to January of each billing year.
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As a measured customer, how often are payments due?
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Your meter is read and a bill issued every six months. This may be payable in weekly, fortnightly or monthly instalments.
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When a payment card is requested when will it be received?
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Payment cards take approximately five days to arrive.
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Will the water supply be turned off when the occupant has moved out and the property is empty?
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The water supply is disconnected once we have been notified that the property is empty and we need 24-hours’ notice to reconnect. We are unable to turn supplies off and on again the same day.
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Why do I have no water?
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There could be various causes for a loss in water supply. Please check the following points and if your water supply is then not restored, please call us on 01429 858 050 and we will endeavour to restore your supply where possible.
- Have you registered your details with Hartlepool Water? If not please call us on 01429 858 030 during office hours to set up an account.
- If you have a Combi-Mate or water softener, often found near your inside stop tap (for example under your kitchen sink or in a boiler cupboard), and the front casing has become loose, your water supply may be hindered. Please also check that the sylliphos crystals within the softener are in good order according to manufacturer’s instructions.
- Please check that the stop tap inside your property is not closed.
- Please check to see if your neighbours have water, there may a supply interruption to your area. If you are unsure please call us on 01429 858 050.
- Have you noticed any work going on in the area, such as work on street lighting, electricity or gas? If so and your supply is interrupted, please call us on 01429 858 050.
- Have you noticed a leak outside your property? If so this may affect your supply of water, please call us 01429 858 050. For information on how to check for a leak if you a water meter please see our checking for leaks leaflet.