South East Water Contact: Phone, Callback & Email

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There are several ways to get in touch with South East Water contact. You can call them or request a call back from South East Water Contact. You can also use the South East Water contact form on the website and write to them. Read on to find out which way South East Water contact method is best for you.

South East Water Contact Number

The South East Water contact number you will need depends on what you need to contact South East Water about. There are different numbers for paying the water bill or making a complaint. It’s important to remember that South East Water only supplies clean water. We’ve got every South East Water contact number for you so you can get through to the right department quickly.

Department Phone Number Opening Hours
Billing and Account Enquiries 0333 000 0001 Mon-Fri 8am-7pm
Sat 8am-1pm
Water Supply Helpline 0333 000 0002 Mon-Fri 8am-7pm
Sat 8am-1pm
Out of Hours and Emergencies 0333 000 0365 24/7

Who Supplies My Wastewater Services?

As South East Water is a water-only provider, this means they do not supply your wastewater or sewerage services, and will be handled by a larger supplier that provides both. If you're a South East Water customer, your wastewater will be handled by either:

Supplier Name Contact Number
Southern Water 0800 980 8800
Thames Water 0330 303 0277

You will only receive one bill for both your clean water and wastewater services as South East Water will charge you on behalf of Southern Water and Thames Water.

How To Speak to a Human at South East Water

We understand it can be frustrating when you want to speak to somebody with the South East Water contact number and you’re afraid that you’ll get lost in the system. We’ve got you covered with our guide to speaking to a human through using the South East Water contact number.

Just follow our instructions for each South East Water contact number to get through to someone in the right department who can help you.

Billing and Account Enquiries

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The South East Water contact number for billing enquiries is 0333 000 0001, open Monday to Friday 8am to 7pm and Saturday 8am to 1pm.

When you call the South East Water contact number for billing and account enquiries, it will ask if you know your South East Water account number. If you do, you can carry out several things using the automated system, such as:

  1. Make a payment
  2. Check balance
  3. Set up your water bill
  4. Everything else

For customers who don’t know their account number, or for those who would prefer to speak to a human at South East Water, wait for about five seconds after they have read the last option. It will give you another four options to choose from:

  1. Change address
  2. Billing enquiry
  3. Water supply, leak, no water
  4. Everything else

With all options, it will transfer you to a South East Water contact representative to help you.

Curious how your water bill compares? People up and down the country pay different water rates and it can be confusing to know whether you are paying the right amount. This is why we've created a guide to understanding the Average UK Water Bill.

South East Water Emergency Contact Number

If you have an emergency with your clean water supply, call the South East Water emergency contact number on 0333 000 0365 available 24/7. If you need to call about a wastewater emergency, you can contact your supplier on either:

Supplier Name Contact Number
Southern Water 0800 980 8800
Thames Water 0330 303 0277

Both these numbers are also available 24/7.

Water Supply Helpline

The South East Water contact number for the Water Supply Helpline is 0333 000 0002, open Monday to Friday 8am to 7pm and Saturday 8am to 1pm.

This helpline will read you a brief message about any major incidents affecting the South East Water supply area. You can stay on the line if you would like to speak to somebody to report an issue or get an update about a current incident.

South East Water Contact for Bill Support

If you are struggling to pay your water bill or you use more water and you usually would, South East Water offers certain support schemes that can help you out. You can use the specific South East Water contact number for bill support on 0333 000 2468 to speak to a specially trained representative for your case.

The schemes offered by South East Water are:

  • Social Tariff
  • WaterSure Scheme
  • Water Direct
  • Helping Hand Scheme
  • Single Room Tariff

If you are struggling and feel eligible for help, don’t hesitate to call the South East Water contact number for bill support.

South East Water Contact for Water Meters

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South East Water has some of the highest average water bills in England (around £221 a year) so being about to save will make a world of difference to your bill. The majority of water customers in the UK don’t have a water meter installed in their property and are billed on rateable value. This means they could be paying for more than they use.

You can get a water meter installed for free by South East Water, and you will just have to send a water meter reading every month to make sure you're paying for what you use. There is also the possibility of getting a smart water meter that will send it automatically for you.

To request a water meter, you can use the normal South East Water contact number on 0333 000 0001 or you can fill out the application form on their website.

What is Rateable Value? Rateable Value was the way that council rates were calculated prior to 1990. Although this is no longer used, water companies still base their charges off of rateable value. Rateable value is calculated via an assessment of a property’s condition, age, and size.

Request a Callback from South East Water Contact

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Sometimes you would prefer not to wait on hold, or maybe you don’t have any spare minutes on your phone to call the South East Water contact number. Whatever your reason, you can always request a free callback from South East Water.

To request the callback, head over to the callback request page on the South East Water website. You will have the choice to login to your account to set up the callback, or you can continue without logging in.

You will need to know the following details to set up your callback:

  • Your contact number - this can be your mobile number or landline number
  • An email address
  • Your South East Water account number - optional

Put your information into the form, and you can choose your callback slot. They have five time slots available for weekdays and two time slots for Saturdays.

Weekdays Saturday
9am-11am
11am-1pm
1pm-3pm
3pm-5pm
5pm-7pm
9am-11am
11am-1pm

You might find that one or more of the time slots are missing from the website when you try to book a South East Water callback. This is because that time slot is fully booked and you will need to choose from the available time slots.

Get South East Water Leak Updates

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You can get updates about current water incidents affecting South East Water customers, or you can choose to request updates of any future problems. These updates can be via email or SMS text message.

How To Get Updates About Current Incidents

To request an update regarding a current incident, you can go to the South East Water leaks map. On that page, you can see all the current South East Water incidents that have been reported.

You can either browse the map or use the search with your postcode or town at the top-right hand of the page. Next, hit the icon to view the full information about the reported incident. The information you can see is:

  1. Name - the type of incident (maintenance, leak, etc) that has been reported, it may also include a reference to the place of the incident.
  2. Status - will be verified when South East Water confirms the incident.
  3. Description - this will explain what the incident is, what is being done about it and will include a reference number you can quote to the South East Water contact team if you require further information.
  4. Estimated Completion - they will update this when South East Water knows how long it will take to fix the incident. It might not show this, and remember that it is an estimate, so they may update it from time to time as the work progresses.

At the bottom of the incident report, you can choose to get updates by clicking on the envelope icon if you want email updates, or the phone icon if you want updates by SMS text message.

You can also share the incident report on social media by clicking the Facebook or Twitter icon.

How To Request Future Incident Notifications

There are two methods to request the updates. The first is to enter your postcode at the bottom of the map. This will open the Keep Me Informed pop-up on the left of your screen.

The second way to request updates is to choose the Keep Me Informed option on the main menu. This will open up the same pop-up.

It will fill your postcode in if you entered it at the bottom of your screen earlier. If you didn’t, enter your postcode, your email address and/or mobile number depending on how you would like to receive the incident updates.

We recommend that you also look at the Advanced Options. This will allow you to customize your incident update to widen your alert area from 200m up to 500m, and you can also give your alert a custom name so you know which alerts you have active.

Water has a funny taste? Typically in the South East the water supply is usually very hard. This means there is a higher concentration of minerals such as magnesium and calcium in drinking water and this gives the water a strong taste. If you do taste anything distinctly wrong however, you should contact South East Water straight away.

If you want to find out more, check out our Water Hardness guide.

What Do the Icons Mean?

There are several icons that represent the reported incident. The icon gives you an idea of what the problem is without having to click through to the more information to find out what it is.

South East Water map icons infographic

South East Water Email Address

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Currently, there isn’t a South East Water email address. So if you want to avoid using the South East contact number, customers must fill out the form on the South East Water website. You can choose to login to submit the form, or you can fill out the form as a guest user without having to login.

You can use the form to contact South East Water about many things, such as:

  • Your account
  • Website feedback
  • Your online account
  • Moving home
  • Payment plans
  • Payment enquiry
  • Water quality
  • Water pressure
  • Your water meter
  • Priority Service Register
  • Bereavement

The contact form is the equivalent of a South East Water email address and you should be able to fill in all the details about your issue. The response will make a South East Water email address available so you can communicate with the complaints team as they try and resolve the issue.

South East Water Online Chat

As well as no South East email address, there isn’t a South East Water online chat either. If you do need to get in touch with an agent, it’s best to use either the contact form of the South East Water contact number.

South East Water Complaints

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If you need to make a complaint to South East Water, there is a simple complaints process that we’ve broken down for you here. Unfortunately, you can't switch water suppliers so you will have to patient and let South East Water help you.

South East Water Complaint: Step 1

For Step 1, you should get in contact with South East Water to let them deal with the complaint themselves. Contact South East Water either through their complaints form, the South East Water contact number for billing on 0333 000 0001 or by letter.

In your complaint, you should have two paragraphs. The first paragraph should detail the issue, and in the second you should explain what you would like South East Water to do about it.

South East Water will try and resolve the issue within 5 days, however if they take longer than 10 days, they will compensate you with a £20 of credit.

South East Water Complaint: Step 2

If you are not satisfied with the way South East Water has dealt with your complaint, you can ask them to review it. They will escalate your complaint to a manager or team and they will respond within 8 weeks.

South East Water Complaint: Step 3

If South East Water fails after that 8 week period or you are still unsatisfied with their response, you can take your complaint to the Consumer Council for Water (CCW).

The CCW is an official body that helps water customers manage their complaints against their water companies.

South East Water Complaint: Step 4

If the CCW is unsuccessful or the complaint becomes a long-term dispute, you can take it to the Water Redress Scheme (WATRS) who have the final word on any resolution.

Don't take your complaint to Ofwat! If you are dissatisfied with Severn Trent Water's response to your complaint, do not send your complaint to the water regulator Ofwat since they will not be able to help you. Ofwat only resolves complaints over anti-competitive behaviour. The correct body is the CCW.

Write to South East Water

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Instead of calling the South East Water contact number, you can also write to South East Water at their registered address. The South East Water address is:


South East Water
Rocfort Road
Snodland
Kent
ME6 5AH

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