Southern Water Contact Number: Help & Complaints

Southern Water Contact

Do you need to call the Southern Water contact number? Need to set up your bill or report a leak? We've put together this guide with all the ways you can get in touch with Southern Water, including the Southern Water contact number, email, and more!


How Do I Contact Southern Water?

telephone

Whether you're a new customer who needs to set up their bill, sort out a problem with your water meter, or make a water bill payment, you'll need the Southern Water contact number. In our guide, we will walk you through all the options available to contact Southern Water.

Southern Water Contact Number

To get in touch with Southern Water, you can find the best Southern Water contact number to handle your query in the table below. Choose the one that best suits your needs and call the supplier at your convenience.

Department Phone Number Opening Times
Billing and Accounts 0330 303 0277 Mon to Fri 8am-7pm
Sat 8am-2:30pm
Closed on bank holidays
Automated Payments Hotline 0330 303 1263 24/7
Report a leak 0800 820 999 24/7
Complaints 0330 303 0223 Mon to Fri 9am-5pm
Affordability Team 0800 027 0363 Mon to Fri 9am-5pm
Minicom 0330 303 1265 Mon to Fri 8am-6pm

Can I Speak to Someone at Southern Water?

We know how hard it is to use automated systems. You want to speak to someone as quickly as possible and might put you off from calling the Southern Water contact number.

water-drop

We’ve gone through the Southern Water contact number information to find out how you can speak to a human at Southern Water.

Follow our steps below and you’ll be talking to a human at Southern Water in no time at all.

When you call a Southern Water contact number, it will ask you to say why you are calling Southern Water. You can state your call intention, for example “I want to talk about my bill” and the system will help you get through.

This is the fastest way to speak to a human at Southern Water contact number. However, if you say nothing, or if the system doesn’t recognise what you have said, it will offer you five options to choose from.

  1. Make payment or check account balance
  2. Bills or water usage
  3. Moving house or change account details
  4. Report a problem
  5. Meter

Option 1: Make a Payment or Check Your Balance

credit cards

By choosing Option 1, it will put you through to the automated payment system so you can check your account balance or make a one-off payment with your credit or debit card.

To use the automated payment system, you will need to have your Southern Water payment reference number with you. The system will ask you to say your payment reference number.

Once you have told the system your payment reference number, you can pay or check your balance.

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.

Option 2: Discuss Your Bill or Water Usage

After you choose Option 2, it will ask you to select from three options. It will transfer you to a Southern Water contact number representative after you select an option.

The options are:

  1. Discuss bill
  2. Trouble paying
  3. Water usage

Option 3: Moving house, Change Account Details, or New Customer

moving boxes

You should choose Option 3 if you are about to move house. It will offer you four options, depending on your situation.

The system will transfer you to an available Southern Water contact number representative after you select the option that applies to you.

These options are available:

  1. New customer
  2. Moving into a new property
  3. Moving out of a property
  4. Closing your account

Is Southern Water a hard water area? Like most of England, Southern Water supplies hard water to its customers. This is due to the higher concentration of minerals in the drinking water. To find out more about how to handle hard water, check out our Water Hardness guide.

Option 4: Report a Problem with Your Water Supply

When you have a problem with your water supply, such as a leak, you have a blocked drain, or no water in the house, then choose Option 4. The system will ask you to choose if you have a problem with your fresh water supply or your wastewater supply. After you choose, the system will put you through to a Southern Water contact number representative.

The options are:

smart-water-meter
  1. Wastewater
  2. Fresh water

Option 5: Talk About Your Meter

You should choose Option 5 if you have any enquiry about your water meter. It will not ask you to specify what your enquiry is about. Instead, the system will transfer you to a representative for help.

Could you benefit from a smart water meter? Southern Water may be one of the first companies to offer households smart water meters. Smart water meters automatically send water meter readings to Southern Water so they can bill you accurately for your water.

Southern Water Email Address

Southern Water only has one email to contact them if you prefer not to use the Southern Water contact number. This email is related to billing enquiries, but it can also be used to refer to operational enquiries as well.

The email address is [email protected].

Southern Water Online Chat

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The Southern Water live chat service is a great way to deal with simple enquiries about your Southern Water account, such as moving home or how to pay your Southern Water bill if you don’t want to call the Southern Water contact number. The agents are quick to answer and if you have your Southern Water account number, they can help you with most of your questions.

Some things you can ask on Southern Water live chat are:

  • Billing and account enquiries
  • Moving home
  • Payment enquiries
  • Meter enquiries

To use the Southern Water live chat, visit the website and click the blue banner on the right-hand side that says Live Chat. A pop-up window will appear. You will need to enter your name, email address, telephone number, and your customer account number. Now, choose what your enquiry is about and click the green button and wait a few moments for a Southern Water live chat agent to join the chat.

Once the Southern Water live chat agent is there, they will help you with your enquiry.

Southern Water Social Media

world-in-hands

Southern Water is on Facebook, Twitter, Instagram, and LinkedIn. You can follow them to see the latest Southern Water news and reports about water issues that may affect you. However, if you need to chat with them about your account, the only options are Facebook and Twitter.

Southern Water Facebook

To speak to a Southern Water representative on Facebook, go to the Southern Water Facebook page and click Send Message. Facebook Messenger will open if you’re on a mobile phone, or a message box will appear at the bottom right corner of your screen if you’re on a computer.

Southern Water Twitter

With Twitter, you don’t message Southern Water. Instead, you tweet them with your question by adding @SouthernWater to your tweet and typing your message. Remember, Twitter only lets you write 280 characters, including spaces, into your tweet. So keep it short and to the point.

You can decide who can reply to your tweet between; everyone (public), people you follow (friends), or only the people you mention.

After you’ve sent your tweet, somebody from the Southern Water social team will reply to your tweet.

They are available from 8am until late in the evening, Monday to Friday, but if your enquiry is urgent, and it’s out of hours, they recommend you call their 24/7 helpline on 0330 303 0368.

Southern Water Online Form

form

On the Southern Water contact us page, you can scroll down and find a contact form. You fill-out the form with your details and somebody from Southern Water will get back to you.

You can use the form to get help with enquiries like:

  • Help to pay your bill
  • Billing, payments and personal details
  • Online account
  • Moving house
  • Leaks, blockages and utility hole covers
  • Meter readings
  • New developments and self-lays
  • General feedback
  • Other

We recommend you fill out the form with as much detail as possible. This will help Southern Water to answer your enquiry faster.

Southern Water Contact for Extra Support

first-aid-kit

Like all water suppliers, if you’re having any problems paying your bill and require extra help and support, Southern Water has a contact number and email to help you out, either on 0800 027 0800 or [email protected].

Southern Water offers the following programmes for customers who need help:

  • WaterSure Scheme - for customers with large households or a medical condition.
  • Water Direct - jobcentre plus can pay through benefits.
  • NewStart - for paying off debt.
  • Essentials - discount on future bills.

How Do I Complaint to Southern Water?

Sometimes we need to get in touch with our water company because we have a complaint. Whether it's poor water service, a leak, flooding, or a problem with your bill, complaining to Southern Water is a fairly simple process.

Southern Water Contact Number for Complaints

The simplest way to contact Southern Water if you have a complaint is to ring them on their complaints number 0330 303 0223. After ringing this number, you'll be put in touch with an agent to help you out with your complaint. This number is open from 9am to 5pm on weekdays.

If you need to make a complaint out of hours however, you'd be better off using the Southern Water complaints form.

Southern Water Complaints form

magnifying-glass-over-complaint

If you have a complaint with Southern Water, you can fill out their complaints form. Clicking the submit button will send the form to their dedicated complaints team to follow up. Remember, with the complaints form, you can expect to receive a response within 10 working days. Unfortunately, you can't switch water suppliers, so you will need to be patient and wait for Southern Water to get back to you.

You can use the complaints form to make a complaint about issues such as:

  • Billing, payments and personal details
  • Online account
  • Moving house (into, within and out of our area)
  • Meter readings and support
  • Leaks, blockages or utility hole covers
  • Water supply, quality and pressure
  • New developments and self-lays
  • Other

You can use the form to follow-up with a previous complaint with Southern Water. You will need to enter your previous complaints reference number in this case. If you do have an urgent query however, you should use the Southern Water contact number.

Taking a Complaint Further

You should give Southern Water at least 8 weeks to resolve your complaint. If they do not resolve your complaint in a satisfactory way, you can take up your complaint with the Consumer Council for Water (CCW), the official body that deals with water complaints.

If you feel the CCW has not dealt with your complaint sufficiently or if it turns into a long term dispute, you can take it up with the Water Redress Scheme (WATRS).

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 Southern Water

letter-and-pen

From time to time, you may need to write Southern Water a letter. You can write to Southern Water at this address:

Southern Water
PO Box 564
Darlington
DL1 9ZG

However, you must write to their registered address if you are sending legal documents or correspondence to Southern Water. Their registered office address is:

Southern House
Yeoman Road
Worthing
West Sussex
BN13 3NX

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