Frequently asked questions

It's always difficult for our teams to define the exact time required for a job.

• In the event of a planned water outage, we undertake to give you at least 3 clear days' notice before the water supply is interrupted by leaving a notification in your letterbox.  So that you can make your own arrangements, our teams will estimate the duration of the work, even if it may take longer than expected due to technical contingencies. 

• In the event of an unexpected water outage, it is unfortunately impossible for us to give you advance notice. Given the unexpected nature of the damage, it is often more complicated to estimate the actual duration of the repair. Our teams will do their utmost to restore the situation as quickly as possible

   

Here you will find all the information and updates relating to incidents and construction sites.  
 

There can be many reasons for a water outage:

• A planned water outage due to work on our network. We undertake to give you at least 3 clear days' notice of any interruption in your water supply by leaving a notification in your letterbox. 
• An unexpected water outage due, for example, to a water leak in the network or a malfunction in our equipment. In this case, it is unfortunately impossible for us to give you advance notice. Our teams will do their utmost to restore the situation as quickly as possible. 
• Malfunctions in your private installation: blocked non-return valve, pressure reducer out of order, etc.;
• Damage caused by third parties accidentally damaging our installations.

Here you will find all the information and updates on incidents and construction sites
 

In the event of major incidents, we set up an alternative water distribution system.

To find out if you are entitled, go to the Incidents and Construction Sites page and search by postcode.  
 

Before contacting us, it is important that you identify the source of the water ingress.

Situation 1: The water ingress is located between your wall and your meter. You can see the water coming out of the pipe. 
Situation 2: The water is seeping through the wall where the meter is located. 
Situation 3: Water is seeping through a wall other than the meter wall as a result of heavy rain and/or poor soil permeability. Unfortunately, we do not intervene in this type of situation.

Situation 4: The leak is located on the connection inside the cellar after the meter outlet

Once the leak has been identified: 
Situations 1 and 2: contact us on 087/ 87 87 87. We are available 24 hours a day, 7 days a week, including public holidays, to locate and repair the most urgent leaks.

Situations 3 and 4: Call in a plumber and/or a company specialising in soil permeability. 
 

Following a water outage, the water pressure may not return to normal. This kind of phenomenon is temporary. If the situation persists after the incident has ended, contact us on 087 / 87 87 87

To find out the approximate duration of the incident, please consult our Incidents and Construction Sites page.  
 

Following a water outage, your water may have a brownish appearance. First, you need to give our teams time to purge the network to remove any deposits. Then run the water for a few seconds until it is clear again.

The water can also have a milky appearance. This is caused by the appearance of fine air bubbles in the water, not by limescale. The play of light on the water gives it that characteristic milky appearance.

Within a minute, the air bubbles rise to the surface and disappear. The water then becomes perfectly clear again. This phenomenon has no effect on water quality.
 

A water outage (without prior warning) is due to an unforeseen event (sudden leaks, power cut, malfunction of a structure) which may in some cases be caused by a third party. In this type of situation, our teams go directly to the site to restore the water supply as quickly as possible.

More information about an incident