Boil water Q&As

Boil water Q&As
Stalybridge, Dukinfield, Hyde, Saddleworth, Greenfield, Ashton-under-Lyne
Frequently asked questions and answers
Q: What’s going on?
A: You are advised to boil water for drinking and food preparation until advised by us to stop. This is
purely a precautionary measure.
Q: Why is this necessary?
A: Our routine monitoring has shown your drinking water is not up to its usual high quality and as a
precautionary measure, we would like you to boil your water for drinking, brushing teeth and food
preparation.
Q: How many people are affected by the boil water notice?
There are 17,000 properties affected and this applies to people living in the following specific areas of
Stalybridge, Dukinfield, Hyde, Saddleworth, Greenfield and Ashton-Under-Lyne. You can find the
postcodes on our postcode checker.
Q: What should I do if my water is discoloured?
Customers can continue to use tap water for general domestic purposes such as bathing and flushing
toilets. If your water looks dirty or cloudy we would recommend you wait until the water has cleared
before you wash any of your clothes.
Q: What will boiling the water do?
A: By boiling the water will ensure that the water is safe to drink. This is a proven method.
Q: How long should I actually boil the water for?
A: You need to boil your water until it reaches boiling point – in kettles, this is when it clicks or whistles;
in a pan, this is when the water starts bubbling and steaming
Q: Is water from the hot tap safe?
A: You need to boil your water as this will ensure that the water is safe to drink. Boiled water should be
used to drink, for food preparation and for brushing teeth.
Q: How long do people have to boil their water?
A: Simply bring it to the boil.
Q: Can I use an electric kettle with an automatic shut off?
A: Yes.
Q: What will boiling do?
A: Kill any germs present.
Q: When can I start using tap water again, without the need to boil it?
A: When we are satisfied the high quality of water has been resumed. We will advise you by local and
social media, updates on our website and by letter. You may then start using tap water without first
having to boil it. If you are concerned you can call us on 0345 672 3723 for the very latest
information.
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Q: How long will it take to solve the problem?
A: At this stage we cannot give you a definite date. However, we are doing everything possible to
restore normal water supplies and we will let you know when your supply is back to its usual high
standards.
We need to make sure that your water is back to its usual high quality, so we have agreed procedures
with the local Environmental Health Department and Health Protection Agency. It will take a few days
for these tests to be completed.
Q: I have a right to bottled water, why haven’t you sent any?
A: Under the Water Act we have an obligation to provide alternative water supplies (either via bottled
water or bowsers/street tanks) during a no water situation. In this instance customers are continuing to
receive water through their taps though it needs boiling before drinking. For vulnerable customers, as
agreed with our external partners, we are providing bottled water. These are customers who would find
it difficult/dangerous to boil water for drinking and food preparation.
Q: Bathing children and babies.
A: It’s fine to use unboiled tap water to wash, shower and bathe but you should take care to ensure
children and babies do not swallow any of the water. For very young children you may find it easier to
use boiled and cooled water to wash their face.
Q: I have a young baby – can I use boiled water to make up a bottle?
A: Boiling water before making up any feeds is sufficient and there is no need to use bottled water. If
you want to use bottled water, the sodium content should be less than 200mg/l and the nitrate
concentration less than 50 mg/l (or less than 11.4 as Nitrogen). This information should be on the labels.
Q: I am unwell and live in the area affected, what should I do?
A: If you choose to seek medical attention, please show your doctor this card.
Q: Is it really necessary to wash the dishes using boiled water?
A: Using boiled water for washing dishes is the best practice.
Q: Can I use the dishwasher?
A: Yes, if your dishwasher has a hot cycle at a temperature of 65oC or above.
Q: Can I use vending machines?
A: We advise you not to use these machines unless they heat water to 80oC. Ideally, you should turn
them off and disconnect them from the water supply. Once water supplies are back to normal, before
using the machine, you should clean out and replace any filters as recommended by the manufacturer's
operating manual.
Q: I use a storage tank to provide drinking water – what impact will this have?
A: Once we have told you that you no longer need to boil your water, storage tanks that hold drinking
water need to be drained, filled with clean water, emptied again (to flush the system) and then refilled
to use for drinking.
Q: Are pets affected?
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Boil water
A: This is unlikely but if in doubt, we would advise you to use water that has been boiled and then
cooled. If you use water for topping up household aquaria or fish tanks please treat it in the usual way
to remove chlorine.
Q: Does the boil water advice have any implications for milk supplies at dairies?
A: No, pasteurised milk is heat treated post farm to ensure safety.
Q: Are there any particular groups of people at risk, such as young children or ill people?
A: No. Boiling water will make the water safe for everyone for drinking and food preparation.
Q: What if I have an existing medical condition?
A: As a precaution, we are advising that our customers boil their water for drinking, food preparation
and brushing teeth until our testing regime shows that our water quality is back to usual extremely high
standards. If you are worried, please contact your doctor.
Q: I have a cut – should I use tap water to clean the wound?
A: Cuts and abrasions should be washed with water that has been boiled and cooled. Once cleaned and,
where necessary, dressed or covered, washing and showering normally is fine
Q: Do water filters help?
A: No. Domestic filters and cartridges may trap contamination. Do not use water filters instead of
boiling.
Q: Will this problem stop you putting fluoride in the water?
A: Fluoridation of drinking water is not related to the present situation.
Q: I've got a water softener - what's going to happen?
A: You can still use the softener as long as it is backwashed regularly. However, water from a softener
must still be boiled if it is used for drinking or food preparation.
Q: Do water purification tablets help?
A: No. Water purification tablets are not as reliable as boiling water so we do not advise you to use
them.
Q: Do I still need to pay my water bill?
A: We understand your frustration but you should continue to pay as normal. The compensation you
will receive will reflect any inconvenience and cost associated with the boil water advice. We're really
sorry for the inconvenience.
Q: Will we be compensated for this incident?
A: We are continuing to focus on returning water supplies to normal as quickly as possible. We will then
be contacting customers who have been affected and will pay compensation automatically to cover the
cost of bottled water and inconvenience.
Q: Will you pay my electricity bill for boiling my kettle?
A: The compensation you will receive will cover any additional electricity costs you may have incurred in
boiling your water.
Q: I would like some further advice?
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A: Please visit our website unitedutilities.com/emergencies, tweet @unitedutilities or you can phone
us on 0345 672 3723.
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