Managed Water Delivery - FAQ's

We’ve introduced a more convenient way to manage your water deliveries, with clearer delivery days and helpful reminders. You’ll receive an email a week before your next delivery day to review, update or skip your order. This gives you a clearer, more predictable delivery schedule, so you always know when to expect us.

We’ve introduced this change based on customer feedback asking for clearer delivery days and a more reliable service. It allows us to deliver more consistently, reduce unnecessary journeys, and make ordering easier to manage.

• You’ll receive an email a week before your delivery
• You can review, update or skip your order
• You’ll also receive a reminder around 24 hours before delivery once your order has been assigned to your driver

When you receive your email, simply review your order and update the quantity if needed, or skip the delivery if you don’t require it. If you need water sooner, you can still order at any time.

The suggested quantity is based on your previous usage and when we’re next in your area. You are always in control and can change this before delivery.

Yes. You can continue to order online, by phone or by email whenever you need to. The reminder is there to make things easier, not to restrict how you order.

We’ll still attempt delivery as we’ll already be in your area. You’re not obliged to accept the delivery if it’s not required, and you can speak to the driver if your schedule needs adjusting.

Yes. If you need water urgently, you can order online or contact our customer service team.

You can simply select Skip in the email. We’ll contact you again ahead of your next scheduled delivery, or you can contact us to reduce your delivery frequency.

You can adjust your order each time you receive your reminder. You can also update your quantities at any time via the MyWater portal. If your usage changes seasonally, we can help adjust your delivery schedule to suit you.

You’re always in control and can continue to order in the way that suits you best. We recommend trying the new process to enjoy the convenience, but if you prefer a different approach, our team can support you. For example, you may prefer advance notifications without delivery attempts, a phone-based service, or to order online only. Your options remain flexible.

You’ll now have a regular delivery day based on your area, making deliveries more predictable. If anything affects your delivery, such as bank holidays or severe weather, we’ll let you know in advance.

Delivery days are planned by area to keep routes efficient, so they cannot usually be changed on an ongoing basis. If you have specific requirements, please contact us and we’ll do our best to help.

Please contact our customer service team and we’ll work with you to find a suitable solution.

Please make sure your access details are up to date so we can deliver smoothly. If your site requires pre-booking, we’ll continue to support this as we do today.

If you have activated your MyWater portal account, you should automatically receive delivery reminders. If you’re not receiving emails, please check your junk or spam folder and add us as a trusted sender. If you still need help, please contact us and we’ll update your details.

Yes, we can add multiple contacts to receive reminders. Once one person updates the order, the link will expire for others to avoid duplicate changes.

Yes. Drivers will continue to collect empty bottles as usual.

No. Empty bottles will continue to be credited in the same way.

By planning deliveries by area, we reduce unnecessary journeys, fuel usage and carbon emissions.

Our customer service team is always here to help with any questions or updates to your account.