South Staffs Water Contact Number
Most South Staffs Water customers get in touch through the main customer services line, which handles bill queries, meter readings, moving home, payment plans and direct debit changes. The line is open Monday to Friday during standard office hours, and calls are charged at your standard landline or mobile rate.
South Staffs Water supplies drinking water to around 1.7 million people across the West Midlands, south Staffordshire and the Cambridge area (via its Cambridge Water brand). The main 0345 60 70 456 number is not a freephone number - as an 0345 number, you will be charged the local rate, which is usually included in inclusive minutes bundles on both landlines and mobiles.
| Department | Phone Number | Opening Hours |
|---|---|---|
| Billing & accounts | 0345 60 70 456 | Mon–Fri 8am–6pm |
| Problems paying your bill | 0800 09 30 610 | Mon–Fri 8am–6pm |
| Water & sewerage emergencies | 0800 389 10 11 | 24 hours, 7 days |
| Minicom / textphone | 01922 618 025 | Mon–Fri 8am–6pm |
| Water meter requests | 0345 60 70 456 | Mon–Fri 8am–6pm |
Source: South Staffs Water published customer contact details. Calls to 0345 numbers are charged at the local landline rate and are typically included in inclusive minutes bundles; calls to 0800 numbers are free from any UK phone.
Have your account number and property postcode ready before you dial to speed up identity checks. South Staffs Water only handles water supply in its area - wastewater and sewerage are billed and managed by Severn Trent, so queries about drains, toilets or sewage charges will usually need to go to Severn Trent on 0345 750 0500 instead.
Speak to a Human at South Staffs Water
When you call 0345 60 70 456, the automated menu routes you to billing, account queries, meter readings or new customer registration. Picking the option closest to your actual issue is the fastest way to reach a real person - ask for the advisor directly if the menu does not match your problem, rather than hanging up and calling back.
If you are struggling to pay your bill, do not wait for reminders to pile up. Call the dedicated Problems Paying line on 0800 09 30 610 - it is completely free and the advisors can arrange a payment plan, discuss the Assure tariff (a reduced bill for low-income households) or point you towards WaterSure and hardship grants. Getting in touch early almost always leads to a better outcome than ignoring the bill.
For general enquiries where you do not need an immediate answer, the website live chat and email are often faster than waiting on hold - especially on Monday mornings, which are the busiest period for the phone line. Social media response times tend to be quickest during weekday office hours.
South Staffs Water Emergency Number
The South Staffs Water emergency number is 0800 389 10 11, staffed 24 hours a day, 7 days a week, 365 days a year and completely free to call from any UK landline or mobile. Use it for burst mains, visible leaks in the street, low pressure affecting a whole area, discoloured water or no water at the tap. You do not need to be a South Staffs Water customer to report a problem in their supply area.
Before calling, it helps to check whether the issue is on South Staffs Water's side or your own. As a rule, the water company is responsible for the mains up to the boundary of your property; anything beyond the outside stop tap - pipes under your garden, inside your home and your cold water tank - is the homeowner's responsibility and a matter for a plumber, not the water company.
South Staffs Water Contact Number for Complaints
South Staffs Water follows a four-stage complaints process overseen by Ofwat and the Consumer Council for Water. The company aims to resolve first-contact complaints within 5 working days, and most issues are closed at stage one with a single phone call or email.
Step 1 - Initial contact. Raise your complaint with customer services by phone on 0345 60 70 456, via the online contact form or by post. Include your account number, the property postcode and a clear description of what went wrong and what you want South Staffs Water to do about it. The team aims to resolve straightforward issues within five working days.
Step 2 - Service Delivery Team Manager. If you are unhappy with the first response, ask for your complaint to be escalated to a Service Delivery Team Manager for a second, more senior review. You will receive a written response explaining the decision and your next options.
Step 3 - Consumer Council for Water (CCW). If your complaint is still unresolved after eight weeks or you have reached deadlock, the Consumer Council for Water (CCW) will review your case free of charge. CCW can be reached on 0300 034 2222 or at [email protected].
Step 4 - Water Redress Scheme (WATRS). If CCW cannot resolve the dispute, the final route is the Water Redress Scheme (WATRS), an independent adjudication service whose decision is binding on South Staffs Water. WATRS can be contacted on 0207 520 3801 or via watrs.org.
How Do I Contact South Staffs Water by Email?
For non-urgent enquiries, complaints and formal correspondence, email is often the easiest way to contact South Staffs Water because you keep a written record of the exchange. The customer services team aims to respond to emails within 48 hours - emergencies should always go through the 24/7 phone line on 0800 389 10 11 instead.
General enquiries
Use the online contact form on the South Staffs Water website for billing questions, meter readings, moving home and general account correspondence. Replies typically arrive within 48 hours.
Direct email
Send an email to the customer services inbox listed on the contact page for correspondence you want on record, including Subject Access Requests and GDPR enquiries.
South Staffs Water Postal Address
For written complaints and formal correspondence, write to the customer care team at the head office in Walsall. Always include your account number and a daytime phone number so the team can follow up if they need more information.
South Staffs Water
Green Lane
Walsall
WS2 7PD
Does South Staffs Water Have a Live Chat?
Yes - South Staffs Water offers a live chat service on its website during office hours, subject to agent availability. Live chat is useful for quick billing and account questions where you do not want to wait on hold, and a transcript is usually emailed to you at the end of the conversation.
If the live chat is offline or you prefer to message outside the website, South Staffs Water is also reachable on social media. These channels are best for quick, non-urgent questions - anything involving a leak, burst pipe or no supply should always go through the 0800 389 10 11 emergency line.
Website live chat
Launch the chat widget from the South Staffs Water website during office hours. Availability depends on advisor workload, so expect some queueing at peak times.
Twitter / X
Tweet or DM @SthStaffsWater - the social team replies during office hours for general queries and service updates.
Facebook Messenger
Use the "Send Message" button on the official South Staffs Water Facebook page for general queries during office hours.
Online contact form
If none of the live channels suit, submit the contact form on the South Staffs Water website and expect a reply within 48 hours.
South Staffs Water Contact FAQ
Useful South Staffs Water Guides
If you were looking for more than just the phone number, our other guides cover the wider UK water market and how supply areas are organised. The supplier directory can help you confirm which company serves your postcode before picking up the phone.
- South Staffs Water supplier overview - coverage area, tariffs and services
- Severn Trent contact number - for sewerage and wastewater queries in the South Staffs area
- All UK water suppliers - find the right water company for your postcode
- UK water bills explained - average costs, metering and how charges are set