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Water quality

  • Can you drink tap water?

    Of course. Tap water is safe drinking water; in other words, it can be drunk at no risk to your health.

  • If the water in my home suddenly looks, tastes or smells unpleasant, can it be drunk?

    If you find your tap water is suddenly murky, or tastes or smells unpleasant, we recommend you contact our customer services.

  • Is there any need to install devices such as softeners or reverse osmosis filters in the home to improve the quality of my water?

    Tap water is drinkable and meets all legally-established quality standards. There is therefore no need to buy any additional devices to treat this water. What should be pointed out is that if you don’t choose these devices carefully, don’t monitor them regularly and don't maintain them properly, health risks might appear (contamination due to bacteria, excessive demineralization of the water, high sodium concentrations, etc.).

  • What is chlorine?

    Chlorine is the most commonly used water disinfectant in the world, due to its great effectiveness and reliability in removing all kinds of harmful bacteria that may be in the water, supply piping or storage tanks. Chlorine is added to drinking water at the minimum dose to provide a health guarantee (as established in legalisation) that is not harmful to people’s health.

    For this reason the World Health Organization (WHO) recommends it as the most appropriate disinfectant for water.

    Indeed, chlorination of drinking water is one of the most significant advances in public health.

  • Why is chlorination the most widely used disinfectant technique in the world for purifying water?

    Because the method provides the fullest guarantees for disinfecting water up to the consumers’ taps, preventing proliferation of pathogenic agents in tanks and pipes, while its innocuousness at the concentrations used has been fully demonstrated. For this reason the World Health Organization (WHO) recommends it as the most appropriate disinfectant for water.

  • How much chlorine does tap water contain?

    According to Royal Decree 140/2003, transposing European Directive 98/83/EC to state legislation, the concentration of chlorine in drinking water should not exceed the recommended level of 1 mg/l. Although state legislation does not establish a minimum level for free chlorine, many autonomous communities have set the value at 0.2 mg/l in their monitoring plans.

    Bearing in mind that chlorine disappears with residence time in water and temperature, among other factors, levels are controlled throughout the network. Thus, if it drops below the established limit in the pipeline before reaching consumers’ homes, small amounts of chlorine are added from the distribution network (rechlorination) to guarantee the sanitation quality of water.

  • Is it harmful to health?

    WHO states that chlorine is completely harmless to health at the legally established concentrations. The maximum concentrations of chlorine in tap water established by the organisation guarantee there is no risk to health.

    Indeed, chlorination of drinking water is one of the most significant advances in public health, as its lethal effect on bacteria and other microorganisms has helped prevent and eradicate many water-transmitted diseases. The presence of a suitable dose of chlorine after water treatment poses no health risk and protects water from pollutants, while also providing an indicator of adequate disinfection.

  • Why do I notice a taste I don’t like in the water while others don’t?

    Water contains a number of naturally dissolved substances that give it a characteristic flavour. This is natural. These dissolved substances depend mainly on the source of the water (ground, surface or sea water) and the geological composition of the land where the water flows, among other factors.

    We notice the taste when we change from a water we are used to, to one we are not.

  • What causes water hardness?

    As water flows through different types of terrain from its source in rivers or aquifers, it acquires the calcium and magnesium that determine hardness. Thus, the degree of hardness depends on the geological nature of the soil it flows through at its source. Consequently, soil containing limestone generates higher limestone content than granite soil.

  • Is hard water good for your health?

    Hard tap water poses no risk to human health, quite the opposite: the calcium and magnesium in hard water are essential to health.

    A calcium-rich diet is essential for bone tissue growth and maintenance, correct functioning of the cardiovascular system and hormone secretion. Age can produce a loss of bone mass and lead to osteoporosis. This can partly be alleviated by a high calcium intake.

    Water nowadays is a significant source of calcium, when one considers how consumption of dairy products has decreased. Thus, daily consumption of 1 to 1.5 litres of tap water provides 7% to 15% of the daily recommended amount of this nutrient. Calcium also plays an important role in children’s daily nutritional requirements and it is estimated that tap water provides between 15% and 20% of the daily dietary calcium requirements for children and adolescents.

    Magnesium is essential for numerous cell functions and bone mineralisation, transmission of neuromuscular and central nervous system activity and heart function. Consumption of 1 to 1.5 litres of Hidraqua tap water provides 5% to 20% of the daily recommended amount of magnesium.

  • How is water hardness measured?

    Water hardness is normally expressed as the calcium carbonate concentration (CaCO3) of water.

    Thus, water is classified in a number of ways based on the degree of hardness. One of the most commonly used systems is the Merck scale:

    0 – 79 mg CaCO3/l…………………………. Very soft water
     80 – 149 mg CaCO3/l……………………  Soft water
    150 – 329 mg CaCO3/l…………………… Semi-hard water
    330 – 549 mg CaCO3/l…………………… Hard water
    Más de 550 mg CaCO3/l……………….. Very hard water

    Water hardness can also be expressed in French degrees (ºfH) or German degrees (ºdH). The equivalence of these units to hardness expressed in mg/l of calcium carbonate is:

    1 ºFH = 10 mg CaCO3/l
    1 ºDH = 17,8 mg CaCO3/l

  • I need to know the water hardness to programme the dishwasher. Where can I find out?

    To find out about the hardness of your water, go to the 'Water quality' section on the website or send a request via the Contact section of the Virtual Office.


Health

  • Is 1.5 litres of water a day enough?

    It’s difficult to establish the exact amount of water that a person should drink a day, as their needs can vary depending upon a number of factors, such as physical activity, the climate, age and gender, amongst others.

    The recommended consumption for healthy adults is 1 ml of water per kilocalorie ingested per day: in other words, between 2 and 3 litres a day.

    Of this amount, between 75 and 80% should be obtained from drinks (mainly water, milk, juices, teas and infusions, broths and soups, etc.), whilst the remaining 20 or 25% should come from solid foods such as fruit and vegetables.

  • Do you know how you should start and end the day?

    When we sleep, we lose water. This is why it is recommendable to drink at least one glass before bed and another on getting up.

  • Why do we need to be properly hydrated?

    When we sweat, our bodies lose water and mineral salts. Ninety-nine per cent of sweat is just water but it also contains minerals such as sodium, potassium, iron and magnesium.

    Proper hydration allows us to restore the water levels our body needs to prevent a number of ailments, such as vomiting, headaches, tiredness, dry skin, etc., which are all symptoms of dehydration.

  • Do you know why you shouldn't wait until you are thirsty to drink water?

    The water our bodies lose every day (more than 2 litres of it) must be replaced as soon as possible to prevent the dehydration process from starting.

    That’s why it’s so important not to wait until you feel thirsty, as this is itself a symptom of dehydration.

  • Should we drink more water if we exercise?

    Drinking half a litre of water two hours before exercising is vital to ensure proper hydration and give the body time to eliminate the excess water drunk.

    Whilst exercising, it’s advisable to drink at regular intervals, to replace all the water you lose when sweating. After exercise, it is important to drink to ensure you recover properly.

  • Is tap water good for an elite athlete?

    Yes, water is good for an elite athlete and indeed anyone who enjoys sport.

  • Can children drink water from the tap?

    Tap water is healthy for both adults and kids. It is important for kids to take compulsory breaks during training or games to drink enough water for hydration purposes.

  • Do the elderly need to drink more?

    It is important for older people to monitor their water consumption as, with age, changes occur to the kidney function and the feeling of thirst decreases significantly.

  • Do you that it is advisable to drink more water if you have the flu or diarrhoea?

    The common cold, the flu and diarrhoea often lead to dehydration, so you need to drink water regularly in such cases.


Rational use of water and sewerage

  • Why is better to have a shower than a bath?

    It’s better to shower; however, every minute we spend in the shower with the water can use up to 10 litres of water.

  • Which plants need the least watering?

    Plants needing the least watering are shrubs, and local and hardy plants. These are just as attractive as other plants but consume less water.

  • What’s the best time for watering the garden?

    First thing in the morning or at evening time, as you’ll make better use of the water, which doesn't evaporate so quickly then.

  • After use, where should I dispose of cooking oil?

    You should remove oil from frying pans using absorbent paper and throw it in the rubbish or, once cold, pour it into a watertight plastic container and take it to a waste collection point for recycling. Don’t pour it down the sink, because oil and water don’t mix and it is very difficult to eliminate it at wastewater treatment plants.

  • Why shouldn't you throw paint away by pouring it down the sink?

    It’s not recommended, because paint is a highly polluting substance. We would advise that you leave it to dry until it is a solid lump and then take it to your local municipal waste collection facility.

  • What about cigarette butts: can I throw them down the toilet?

    Please don’t throw your butts down the toilet: they contain nicotine and tar, substances that dissolve easily in water but are pollutants, even at small concentrations, and are difficult to eliminate during the treatment process. Throw your used cigarettes away with your rubbish, after they are properly extinguished.

  • What else shouldn't I throw away down the toilet?

    Wet wipes, medicines, earbuds, plastic, gauze, sanitary pads and condoms shouldn't be thrown down the toilet because, after they are flushed away, they can block pipes and affect the ability of wastewater to enter treatment plants. We recommend that you put a small bin in the bathroom for this kind of solid waste.


Subsidies and payment difficulties

  • Where can I view the rates applicable to my town?

    In the “Tariffs” section you can access specific information on your town. There you can view current rates and possible subsidies available to you.

    In addition, at the foot of your regular bills, you’ll find information on the official bulletins of your province with the publication of rates, so you can view them on the official website.

  • Are any subsidies available if there are more than four of us?

    In the “Subsidies” section you can view possible subsidies based on the number of users in the home. If these rates are applicable, the contract holder or authorised person must present a truthful application, together with the corresponding documentation, as stated on the above web page.

    If you have any doubts, contact us through the customer service channels.

  • I am registered in my town. Are any subsidies applicable?

    Being registered in the town does not entitle you to subsidised rates, but you can view other possible subsidies in the “Subsidies” section. If you have any doubts, please contact us through the customer service channels.

  • What aid or subsidies might I be eligible for?

    In the “Subsidies” section you can view possible aid, cheaper rates and subsidies based on the social situation of the contract holder (pensioner, large family or job seeker’s allowance) approved by your local council.

    If you’d like to receive more information or if you have any queries, please contact us through the customer service channels.

  • What should I do if I receive a supply disconnection notification and I can’t pay my debt?

    Contact us through the customer service channels and we will study your case.

  • Can my supply be cut off for non-payment?

    Unpaid bills for the service are managed in accordance with current legislation, regulations and by-laws. You can view this in the “Service regulations” section.

    If you receive a service disconnection notification and can’t pay your bill, contact us through the customer service channels and we will study your case.

  • How long will it take for my service to be reconnected?

    The service will be reconnected at the latest on the first working day after the reason for the cut in service has been solved.

  • What other reasons might there be for cutting off my supply?

    The supply company can disconnect your supply in the following cases:

    • At your request, due to definitive termination of the supply. You can do this from our Virtual Office or by phoning our customer service hotline.
    • Due to automatic cancellation, as required by the supply company, if the service receiver fails to meet obligations.
    • Some of the main causes of disconnecting the supply are non-payment of bills within the periods established by the supply company, fraud and repeat infringement.

    For more information, see the ‘Service regulations’ section.

     


Consumption and billing

  • How can I view my bills?

    You can view your bills at any time via the Virtual Office. Remember that you need to register to be able to carry out online transactions. If you haven’t done so already, registration is very simple (see how to register in the Virtual Office).

  • How can I switch to paperless billing?

    You need to be registered in the Private Area. If you haven’t done so yet, register now
    If you have already registered with the office in your Private Area, enter using your user name and password and access the section for activating the paperless billing service. Whenever a bill is issued, you will receive a notification of its availability for direct download.

  • I don’t understand the water bill. What am I paying for exactly?

    Drinking water supply contracts are subject to rates based on current legislation. Generally, the service bill includes water rates, meter maintenance and sewerage, which are generally the property of the service concessionaire in most cases. The bill also includes environmental levies or charges paid to the autonomous community and may also include a waste charge, paid to the municipal government. With regard to the total amount of the bill, generally between 35% and 50% is the water rate, while the rest is made up of taxes (VAT and others).

    The water bill to your home also includes itemised information, so you can see to whom each item is paid, and information on the official bulletins where rates are published for you to check, if you so require.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • Who approves the water tariffs?

    The town council is the body responsible for approving the service tariffs applicable to the municipality, which are authorised by the competent pricing committee. Once approved and authorised, the tariffs are published in the corresponding official gazette.

  • What is the service fee?

    This fee guarantees immediate availability and permanent access to the water service. It is a fixed amount that is calculated from the nominal flow (i.e. the standard amount of water that flows through your meter). If you’d like more information on tariffs and different types of home, visit your supply company’s website.

  • What is the sewer charge?

    The sewer charge is collected by some companies on behalf of local councils. It goes towards the conservation and maintenance of the sewer network.

  • How frequently are water bills issued?

    In general, consumption is invoiced every two to three months, depending on the municipality, after the period has elapsed, in accordance with the service regulations. The first period begins on the date the supply of the service starts.

  • Can I request a change in frequency of my bill?

    There is a monthly form of payment (12 Drops), by which you pay a fixed quota. Then after 12 months the situation is adjusted to match your real billing. This new form of payment does not involve any change of contract. The meter is read and billed with the same frequency as before. You can review the conditions of the plan and how to contract it in the corresponding section on the website. 

  • I've received the water bill and been charged at the highest tranche. What does this mean?

    Your water bill includes a fixed fee for the service and a variable fee for consumption. The latter is applied on the basis of consumption tranches to incentivise efficient water use, rewarding more responsible use and penalising excess use by assigning a price per m3, which increases as each tranche is exceeded.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • My water consumption is zero yet I'm paying a service fee. Why?

    The price of water includes a variable consumption fee and a fixed service fee. The latter is applied to guarantee immediate availability and permanent access to the water service and is a fixed amount for each billing period. It is applied on the basis of meter diameter.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • I need a duplicate copy of my supply bill. Who should I ask?

    You can do this easily and quickly via our Virtual Office or via our customer service hotline.

  • Who should I call if I don’t have a leak but I think my consumption is higher than normal?

    To rule out a leak of any sort, we recommend you check your indoor installation thoroughly and also the water meter room in the building (generally at the entrance to the building). In this case, except for the installed measuring equipment, the maintenance, conservation and repair of the installation in the event of a fault or leak is the responsibility of the customer or the community of building owners. If you have any doubts on how to check for a possible leak in your indoor installation or building, call our incident report helpline (available 24 h a day, 365 days a year). In addition, if you have checked there is no leak in the indoor or building installation, but your consumption is higher than usual, call our customer service hotline and we’ll do everything possible to help you.


Payments

  • How can I pay my bill?

    We offer several payment channels to provide maximum flexibility:

    • Direct debit: the easiest and fastest channel, used by the majority of clients. All you have to do is provide us with your bank account's IBAN number (the 2-letter country code, 2 control digits and another 20 digits) and the signed SEPA document. You can order direct debit payment quickly and easily via the Customer Service Area.
    • The “Bill payment” section of this website: online payment via credit or debit card. You should have the following information available: the CPR code and Emisora, Referencia and Identificación numbers (you will find these four items in Spanish on your bill), along with the amount to be paid, located in the bottom part of the bill with the barcode.
    • Customer Service Hotline
    • By going to one of the collaborating organisations named at the bottom of the bill (post office or banks), you can pay in cash or by card, presenting the document with the bank validation code that we sent you.
    • By going to one of our customer service offices, where you can only pay by credit or debit card. You can also request a payment document so you can pay in cash at one of our collaborating organisations.
  • Can I pay my bills at the customer service offices?

    You cannot make cash payments at our offices, but you can pay by credit or debit card. However, we have a number of payment channels to save you having to travel. See the section ‘How can I pay my water bill?’ to find the option that best meets your needs.

  • Do I have to be a customer of "la Caixa" to pay my bills using ServiCaixa?

    No, it is not necessary to be a customer of this bank or user of the CaixaBank Línea Abierta online banking service. Remember, you can also make the payment via our collaborating organisations, the Virtual Office, the CaixaBank online payments page or by credit card (Visa/Mastercard) or debit card.

  • Does my bank card have to be issued by "la Caixa" for me to make online payments?

    No, the card does not have to have been issued by this bank. You just need to have an active credit card (Visa/Mastercard) or debit card.

  • Does online payment cost me anything?

    No. Online payments have no additional cost.


Your Service

  • I've bought my first home. Do I have to contract the water supply?

    Yes, you have to contract it and you can do so through any of the contact channels  we offer, providing the following documentation (this may vary depending on the regulations in each town):

    IN ALL CASES:

    • Account holder's national ID card. If the account holder is not the applicant:
    • If the account holder is a legal entity (companies):
    • The company’s tax identification code (CIF).
    • The company articles of association.
    • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.

    For owners: Title deed or nota simple de registro (simple property registry statement).

    For tenants: Lease contract, together with authorisation from the owner, the owner’s national ID card and proof of ownership of the property (title deed or nota simple del registro).

    • Valid occupancy licence (licencia de ocupación) or statement of occupancy (declaración responsable de ocupación) (registered with the town council in question).
    • Bank direct debit account number (IBAN), email and mobile telephone number.
  • I have a shop or business. What documentation do I need to contract water services?

    In general, you’ll need the following documentation (this may vary depending on the regulations in each town):

    IN ALL CASES:

    • Account holder's national ID card. If the account holder is not the applicant:
    • If the account holder is a legal entity (companies):
    • The company’s tax identification code (CIF).
    • The company articles of association.
    • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.
    • For owners: Title deed or nota simple de registro (simple property registry statement).

      For tenants: Lease contract, together with authorisation from the owner, the owner’s national ID card and proof of ownership of the property (title deed or nota simple del registro).

      BUSINESS PREMISES:

    • Activity licence, activity licence application, environmental statement, environmental licence or integrated environmental authorisation (depending on the activity).
    • Bank direct debit account number (IBAN), email and mobile telephone number.

              PREMISES WITH NO ACTIVITY:

    • Municipal non-activity certificate.
    • Bank direct debit account number (IBAN), email and mobile telephone number.
  • What does the fee for contracting water services consist of?

    Depending on the town and municipality, the service contract may include supply rights which are paid just once on signing the contract. In formalising the contract, the flow rate that needs to be contracted is established from the characteristics of the home. It can also include the measurement device and the materials and labour required for assembly.

  • How long will it take for me to have water after contracting the service?

    After opening your account, if your home or premises has a water connection and all that’s required is to fit the meter, you’ll have water within a maximum of 24 hours, as long as the installation meets the necessary conditions and you provide access to your home.

    To view the requirements, go to our Charter of Commitments.

  • What do I have to do to change the name of the account holder?

    In general, you’ll need the following documentation (this may vary depending on the regulations in each town):

    IN ALL CASES:

    • Account holder's national ID card. If the account holder is not the applicant:
    • If the account holder is a legal entity (companies):
      • The company’s tax identification code (CIF).
      • The company articles of association.
      • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.

    For owners: Title deed or nota simple de registro (simple property registry statement).

    For tenants: Lease contract, together with authorisation from the owner, the owner’s national ID card and proof of ownership of the property (title deed or nota simple del registro).

    HOMES:

    • Valid occupancy licence (licencia de ocupación) or statement of occupancy (declaración responsable de ocupación) (registered with the town council in question).
    • Bank direct debit account number (IBAN), email and mobile telephone number.
    • Meter reading (taken on the same day as the application).

    BUSINESS PREMISES:

    • Activity licence, activity licence application, environmental statement, environmental licence or integrated environmental authorisation (depending on the activity).
    • Bank direct debit account number (IBAN), email and mobile telephone number.
    • Meter reading (taken on the same day as the application).

    PREMISES WITH NO ACTIVITY

    • Municipal non-activity certificate.
    • Bank direct debit account number (IBAN), email and mobile telephone number.
    • Meter reading (taken on the same day as the application).

     

  • I've moved home. Do I need a new contract or can my previous account be transferred to my new home?

    In the case of moving home, or when a home is occupied by someone other than the person who signed the supply contract, a change of holder or a new contract is required. A transfer can be made in the event of death, separation of property and/or a company merger. This involves a direct transfer of all the rights and obligations of the previous supply account at no cost.

  • Must I allow supply company employees to enter my home?

    Yes. People requesting a supply services must allow the supply company to install the necessary fixtures and allow personnel authorised and accredited by the company to enter and carry out all the checks related to the supply.

  • Who is responsible for connecting and disconnecting the meters?

    The connection or disconnection of the meter or measuring device is carried out by the supply company, which can seal the installation and is the only party authorised to unseal it.

  • Where is the meter bank installed?

    The groups of separate meters are installed in the premises or cupboards used solely for this purpose. The cupboards must be located in a communal area on the ground floor of the property and must be directly accessible from the entrance. A retention valve is installed at each connector’s source and where it connects to the meter bank to prevent backflow into the distribution network.

  • What types of meters or measuring equipment are there?

    In general, for properties with direct outdoor access, the calculation and measurement of consumption is carried out in two ways. One is with the meter bank. When there is more than one home or premises, each one must have a meter installed, in addition to one for any communal services. A single or general meter is used when the property only has one home or premises, in provisional supplies for building works and in industrial estates undergoing building works, until the indoor distribution networks are connected.

  • Do I have to order an increase in the contracted flow rate from the supply company or inform them about it?

    Yes. Customers must use the supplied water in the way and for the use it is contracted. Therefore, you must have the supply company’s authorisation for any change in the installations that involves increasing the contracted supply flow rates or any other changes in the number of receivers.

  • I'm a housing developer. Can I apply for a water or sewer system connection?

    To apply for water or sewer connections, or, if required, an initial report for a building permit, you need to submit the following documentation (this may vary depending on the regulations in each town): These applications also include a quote:

    • National identity card or tax code (CIF or NIF).
    • Map of plot location.
    • Plan of the plumbing and drainage installation.
    • Property deeds or proof of relation with the property.
  • How can I cancel my water service?

    You can do this via our customer service channels providing the following documentation (this may vary depending on the regulations in each town):

    • National ID number (DNI) or tax ID number (NIF) of the account holder.
    • Meter reading.
    • When the applicant is not the same person as the account holder, we’ll need a copy of the applicant’s national identity card or similar accreditation and a ‘declaration of authorisation’ signed by the applicant. You can also request cancellation in writing.
    • With contract cancellations due to the death of the owner, the person closing the account should bring the death certificate and sign the application for cancellation of the account due to death.
  • What should I do to find out if I have a leak at home?

    Here are the steps you should follow:

    • First of all, locate your water meter. Enter the meter room in your building. Near the meter bank should be a diagram indicating which meter is yours.
    • o Next, check that the meter is working properly. To do this, leave a tap on in your home or premises. The red needle in the large sphere or the last number in red (if it is electronic) should start to move upwards. Keep the tap on, turn off the stopcock on the meter and make sure the movement stops.
    • o Finally, turn the stopcock on again, and turn off all the taps for about an hour. Check to see if the meter has registered any water consumption. If it has, it’s highly likely that there is a leak in the installation, as the meter only registers consumption when water is flowing through it.
  • Who should I call if I have a water leak?

    If you have a leak, you should contact a plumber or specialist company or check if your home insurance covers this kind of repair. Remember that maintenance and repair of all faults in the internal installations is the user’s responsibility, as established in the Water Service Regulations.

  • Who should I call if my or the community’s drain is blocked or has a fault before it reaches the general street sewer system?

    When the connection to the sewer system is blocked or faulty, either in the internal installation or the drain pipe, the person responsible is the owner of the building or home that uses it. Wastewater must be discharged into the general municipal drain or sewer system. You should contact a private company to unblock drainpipes.

  • There’s no water in my house. What should I do?

    • First of all, check whether the fault affects all the water outlets in your home. If it does, contact a neighbour to see whether it is a general incident. If the neighbours are not affected, check that the stopcock in your home is fully on.
    • Next, check that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is.
    • If after doing these checks you still have no water, call us on our incident incident report helpline and we will do everything we can to help you.
  • A fault in the water supply in the street was repaired recently and now I don’t have enough pressure at home. What should I do?

    Occasionally, during a leak or its repair, the water pressure can drag small particles of sand through the general pipelines and the private pipes in a building. Fortunately this is not serious. In most cases, the supply should return to normal a few minutes after the outdoor repair, restoring the normal pressure. However, if you still do not have your normal pressure, call our incident report helpline and we’ll do all we can to help.

  • There’s no water pressure in my house. What should I do?

    • Check that the stopcock in your home is fully on. If you have installed a pressure-reducing device, check that it is working properly.
    • Next, check that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is.
    • If after doing these checks you still have no pressure, call us on our incident report helpline and we will do everything we can to help you.
  • I have no hot water pressure at home. What should I do?

    Remember that the water company only supplies running water through the general distribution network, i.e. cold water. Turn on a tap at home and check that the cold water flows at its usual pressure. If not, check the indoor stopcock and that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is. If you still have no hot water pressure, contact a plumber or your home insurance to check that your installation and hot water circuit are working properly.

  • What do I need to do to register with the Customer Services Area?

    You need to have a water supply account with our company and fill in the form with the personal details requested, which you gave us as a customer, including the contract number, your identity card number (DNI) or foreigner identification number (NIE) and the amount of your last bill.

    You should enter your user name and a password you can remember easily, as well as an email address for us to contact you.

    You will then be able to enter the private area and do everything you need to manage your account with us.