Frequently Asked Questions

Last Mile Water is part of the Last Mile group of companies, one of the largest providers of ‘last mile’ of infrastructure in the UK, connecting new developments to wider utility distribution networks. 

Last Mile Water is an independent water and wastewater company, operating under the New Appointment & Variations (NAV) process, providing water and/or wastewater services to domestic homes and commercial premises within specific geographical areas. 

You can find out more about our water and wastewater services here –  About us | Last Mile Water 

You do not need to do anything. Your account and services remain exactly the same. Future bills and correspondence from us will just display our new name, Last Mile Water. 

Icosa Water was already an established part of the Last Mile group of companies and has now changed its name to Last Mile Water. This rebrand helps us create a clearer, more connected experience for our customers, while continuing to deliver the same dependable service. 

You can use our postcode search My postcode | Last Mile Water] to check services in your area. It’ll show whether we supply your water, manage your wastewater (sewers and drains), or both. If we don’t supply both services, you’ll need to register with your local provider for the one we don’t cover. 

If your home is connected to a Last Mile Water network, you’ll need to register with us straight away.  Register with us. 

It’s really easy to update your details on the  update your account  details page. 

Icosa Water is now called Last Mile Water. We’ve rebranded, and while our name has changed, we’re still the same team with the same commitment to great service. Your account and services remain the same. You don’t need to do anything.  

Rarely, but we may occasionally need access to your property: for example, to check for leaks, read or install a meter, inspect drainage issues, or ensure compliance with regulations. 

Where possible, we’ll arrange an appointment. In emergencies, we may need to visit without notice. 

If we arrive without an appointment, you’re welcome to verify our identity before allowing entry. 

Need this in an accessible format? Please email customerservices@lmwater.co.uk or call 0330 111 0780 (Mon–Fri, 8.30am–5.30pm). 

When you move house you must let us know using the Moving home form: Moving home | Last Mile Water 

You’ll also need to make sure you pay all remaining charges due up until the day you move out. You can read about this in more detail on our moving home page. 

Direct Debit is the simplest method of payment and because it’s cost-effective for us, it means we can pass the savings on to you. You can arrange to pay your bills in monthly, fortnightly or weekly instalments. 

To set up your billing and payment, please call us on 0333 000 0113 (Mon-Fri, 9am-5pm) and together we’ll agree a suitable schedule.  

If you can’t pay by Direct Debit, please call us to arrange an alternative means of paying – do note there may be an additional charge for this. 

If at any time you are unhappy with your payment plan amount, you can choose to pay any outstanding balance in full and ask us to review your monthly payments. 

Find out more about payments: Make a payment | Last Mile Water 

If you are struggling to pay your water bill, please get in touch with us as soon as possible to discuss alternative payment options such as a payment plan. 

Please call us on 0333 000 0113 as soon as you can. We’ll talk through your options and find a way to help. Further sinformation can found here: Help paying a bill | Last Mile Water 

We are responsible for the water main under the highway and the communications pipe that runs from the water main to the boundary of your property.   

We have a legal duty to operate an efficient network and to reduce water leakages. You can whelp us to reduce leaks by notifying us as soon as you become aware of one, so that these can be repaired quickly and not waste water. You can call us at any time on 0330 111 2014 to notify us if you become aware of any leaks on our network. This line is open 24 hours a day, 7 days a week. 

You are responsible for maintaining the supply pipe (even though it is installed underground) and all the internal plumbing in your home. The water supply pipe is the pipe which brings water into your home from our main in the street. It is the pipe that runs from the boundary of your property into your home, right up until the first water fitting or stop-tap inside your property. The supply pipe will typically be beneath your garden, driveway or path. 

You should be vigilant in monitoring your water usage and identifying leaks as these can be costly to repair if not dealt with immediately, particularly as they can cause damage to your property. Also remember that leaks on your supply pipe and internal plumbing cause you to use additional water for which we are entitled to charge you. 

Whoever is occupying the property is normally responsible for paying the bill. If more than one person shares the property, everyone is responsible, even if the bill is only in one name. 

If you’re a tenant, you are responsible for paying the bill, unless your landlord has made another agreement with us. If there is no such agreement or we have not received written confirmation from the landlord that they are responsible for the bill, you will be responsible for paying the bill. In some cases, we will hold you and the landlord jointly responsible. This happens if the landlord has failed to provide us with certain information that they are required to provide to us. 

If you rent a property from the local authority, they may collect the bills on our behalf. This means your rent will include your water charges. If you don’t pay the water charge part of the rent for any reason, the landlord may take legal action against you. You will remain responsible for any bill that is not included in your rent. 

Charges are applicable when a supply of water is made available for your property, regardless of whether or not you use the supply. 

If you think your bill is wrong, addressed to the wrong person or you have another billing query, please get in touch with us and we’ll work with you to resolve the issue. Please call 0333 000 0113 (Mon-Fri, 8.30am-5.30pm). 

If you’re experiencing any issues with your water or wastewater services, you can check our service status page My postcode | Last Mile Water to see if there’s a known problem in your area. You can also call us on 0330 111 0780 to report the issue. 

If it’s a network related problem, such as flooding, a leak, no water, or poor water quality, it’s possible that your neighbours are affected too and we may already be working to resolve it. We’ll investigate the issue, dispatch the right engineering team and keep you informed about the timescales involved. 

If the issue is isolated to your property, it might be something internal. In that case, a qualified plumber or drainage specialist may be able to help. We’re always here to guide you if you’re unsure who to contact. 

Yes, absolutely. We understand that sometimes you may need a helping hand when it comes to either paying your bill or communicating with us. That’s why our colleagues are trained to recognise situations where you may need a bit of extra help. 

If you need additional support, please do tell us. We can provide: 

• Bill reading services 

• Large print bills 

• Nominating relatives or friends to talk to us on your behalf 

• Accessible formats 

You can read more about this and how to register on the Priority Service register on our vulnerable customers page. 

You can find out more about the additional support we can offer you on our additional support page  

We’re so sorry for your loss. We understand how challenging this time can be and want to help and support you as best we can. Please visit our tell us about a bereavement page, or if you’d prefer to talk to our team, just call 0333 000 0113.