Issues during or after an outage

Some customers may experience water quality or supply issues when water has been restored following an outage. Here are some helpful tips on what to do.

To check if your water is back, turn on the cold kitchen tap. If water is running, your water has been restored from the mains. If there is no flow, please turn off the kitchen tap and check again at regular intervals.

If your water hasn’t returned after 24 hours, contact us on 1800 278 278 and we will investigate.

Issues after an outage

When your water returns you may notice some slight discolouration of the water. This can usually be cleared by running the tap for a few minutes until the water runs clear.

If running your tap does not restore the clear colour, please contact us on 1800 278 278 and we will ensure it is promptly investigated.

When your water returns, it may appear low in pressure at first but it should build back up over time. Please be aware that if pressure is low when the water returns, it may take up to three hours for it to return to normal pressure.

If your water has returned but your tap is not working you will need to check your system for airlocks. If you’ve already checked for airlocks (followed procedure three times) and the issue isn’t resolved, you will need to contact a registered plumber for assistance.

This could be a result of demand on the network. This should resolve itself over time. If there is no resolution within 24 hours contact us on 1800 278 278 and we will investigate.

Planned water interruptions

If you are notified about a planned water interruption, it is recommended that you fill containers of fresh water to use during the outage. Make sure to keep taps turned off, and try to conserve the water in your storage tank as it may result in an airlock if it empties (e.g. avoid flushing your toilet).

Do not
  • Drink from the hot water or bathroom taps
  • Use central heating systems while the water is off
  • Use any gas, oil or electrical appliances that you will use to heat your water, such as an immersion heater
  • Use appliances that use a constant water flow while the water isn't running from the cold kitchen tap (e.g. dishwashers)
Do
  • Keep taps turned off
  • Try to conserve the water in your storage tank as it may result in an airlock if it empties (e.g. avoid flushing your toilet)