Water safety

Our commitment to water hygiene

We are committed to providing homes that are safe and healthy, including ensuring that water systems are managed to reduce the risk of harmful bacteria.

Water hygiene is managed in line with our Water Safety Policy, which sets out how we meet our legal and regulatory responsibilities and how water safety is managed across our homes.

Understanding water hygiene

Water hygiene relates to how water systems are managed to reduce the risk of bacteria, such as legionella, developing in water supplies.

Legionella bacteria can grow in water systems where water is allowed to stagnate or where water temperatures are not properly controlled. Most homes are considered to be low risk, but good water hygiene practices help reduce potential risks.

How We Manage Water Hygiene

In line with our Water Safety Policy, we:

• assess water systems where we are responsible to identify any potential risks
• manage and maintain communal water systems appropriately
• take action where a water hygiene risk is identified
• carry out monitoring, checks or remedial works where required
• keep records of assessments, actions and outcomes

Our approach is focused on managing risks proportionately and in line with recognised guidance and legal requirements.

Reporting water hygiene concerns

If you have a concern about water hygiene in your home, including issues such as discoloured water, long periods without water use, or concerns about water systems, please report it to our Customer Services Team.

Customer Services: 0344 800 3800

Reporting concerns helps us decide whether further checks or action are needed.

What you can expect

When you raise a water hygiene concern, we will:

• assess the issue and decide if an inspection or further action is required
• explain any findings and what will happen next
• take appropriate steps where a risk is identified
• keep you informed throughout the process

We take account of individual needs and vulnerabilities when considering water safety.

Looking after water hygiene in your home

You can help reduce water hygiene risks by:

• running taps and showers regularly, especially if they have not been used for some time
• running hot water until it reaches its normal hot temperature
• keeping showerheads and taps clean and free from limescale
• letting us know if your home will be unoccupied for a long period

We may provide advice if additional steps are needed following an assessment.

Governance and Assurance

Water hygiene is managed through our Water Safety Policy and wider compliance and asset management arrangements.

Clear accountability is in place within the organisation to ensure water hygiene risks are managed appropriately and in line with legal and regulatory requirements.

Need more information or help?

If you have any questions or concerns about water hygiene in your home, please contact our Customer Services Team on 0344 800 3800