Empty Properties

This guide is for customers who have recently moved into a new home or have questions about a vacant property.

Please make sure your address details are up-to-date. If we don't have your details at all, please update them as soon as possible.

If we don’t have your details we will try contact you by letter. However if we are not able to make contact with you, we will engage with our 3rd party partners who will visit
your property to establish occupancy. Additionally our reference partners will carry out credit searches on your home.

Please contact us if you haven’t received a bill in the last 12 to18 months as we may not have the right details for you.

 

You could look at having a water meter installed. This will mean that you only pay for the water that is used at the property and could save you money in the long run. 

If you would prefer to just have the water supply disconnected, we can arrange a disconnection which is free of charge.

However, to reconnect this property a reconnection fee will be payable. Any usage charges will be cancelled from the date the disconnection confirmation is received.

 

Landlords and letting agents

As a landlord or letting agent you need to keep us updated with information about your properties. You can do this by accessing our secure and easy to use Landlord TAP. 

Landlord TAP has benefits for all landlords and managing agents across the country:

We’re here to support you through these times, so please let us know and one of customer service representatives will be able to deal with any queries you have.

In order for us to start supporting you as quick as possible, you may want to start gathering some of the following information prior to your call:

Having this information will allow us to assign account ownership to someone else whilst you or your family get the support you need.

If you are currently going through the probate process please let us know and one of customer service team will be able to assist you with this. 

 

This is a free service and means we can learn a bit more about you and help us understand your specific needs.

Our PSR is here to support all, whether you or your family member are facing ill-health, financial worries, language barriers or physical/ psychological ill-health. We are here to try and provide some support to you and your family during that period.

 

More help and support

If you have any further questions about the above policy, please don’t hesitate to contact us and we will try to answer any of  your questions.

Our Empty Property Guide