Yes, you have to contract it and you can do so through any of the contact channels we offer, providing the following documentation:

• National identity card (DNI), tax identification code (CIF) or foreigner identification number (NIE).
• Licencia de primera ocupación: similar to a completion certificate, this is the document that certifies that buildings and facilities are suitable for use for their specific purpose. 
• Title deeds, private contract of sale or rental agreement to accredit that you are the tenant or owner of the home.
• Form A-5 of the installer, stamped by the Department of Industry
• Bank direct debit account number (IBAN) and SEPA mandate of the account holder if you want to pay the bills by direct debit.

In general, you’ll need the following documentation:

• Lease, property deed or purchase option, or a purchase or lease certificate issued by the property’s owner or administrator.
• Powers of attorney granted by the company or organisation contracting the supply to its representative.
• Copy of the tax identification number (NIF) or foreigner identification number (NIE) of the representative. If the applicant does not have powers of attorney, a letter of authorisation written and signed by the person with powers of attorney in the company, in order to contract the supply for and on behalf of the company.
• Applicant’s tax identification number (NIF) or foreigner identification number (NIE). The section of the impuesto sobre actividades económicas, similar to the trade tax group.
• Bank direct debit account number (IBAN) and SEPA mandate of the account holder if you want to pay the bills by direct debit.

The service contract includes the supply rights which are paid just once on opening the account. In formalising the contract, the flow rate that needs to be contracted is established from the characteristics of the home.

After signing the contract, if your home or premises has a water connection and all that’s required is to fit the meter, you’ll have water within a maximum of 24 hours, as long as the installation meets the necessary conditions and you provide access to your home.

To view the requirements, go to our Charter of Commitments.

If it is a home, you have to provide:

• National identity card (DNI), tax identification code (CIF), or foreigner identification number (NIE).
• Bank direct debit account number (IBAN) and SEPA mandate of the account holder if you want to pay the bill by direct debit.
• Title deeds, private contract of sale or rental agreement to accredit that you are the tenant or owner of the home.
• The meter reading must be provided when changing the name of the account holder. This will be used to issue a final bill to the previous holder and the change will not be definitive until it has been paid.
• Your account must be up to date with payments.

If it is for commercial or industrial premises you need to submite:

• The licencia de apertura, or opening permit.
• Last paid bill or registration for the commercial activity tax (IAE)

In the case of moving home, or when a home is occupied by someone other than the person who signed the supply contract, a change of holder or a new contract is required. A transfer can be made in the event of death, separation of property and/or a company merger. This involves a direct transfer of all the rights and obligations of the previous supply account at no cost.

Yes. People requesting a supply services must allow the supply company to install the necessary fixtures and allow personnel authorised and accredited by the company to enter and carry out all the checks related to the supply.

The connection or disconnection of the meter or measuring device is carried out by the supply company, which can seal the installation and is the only party authorised to unseal it.

The groups of separate meters are installed in the premises or cupboards used solely for this purpose. The cupboards must be located in a communal area on the ground floor of the property and must be directly accessible from the entrance. A retention valve is installed at each connector’s source and where it connects to the meter bank to prevent backflow into the distribution network.

In general, for properties with direct outdoor access, the calculation and measurement of consumption is carried out in two ways. One is with the meter bank. When there is more than one home or premises, each one must have a meter installed, in addition to one for any communal services. A single or general meter is used when the property only has one home or premises, in provisional supplies for building works and in industrial estates undergoing building works, until the indoor distribution networks are connected.

Yes. Customers must use the supplied water in the way and for the use it is contracted. Therefore, you must have the supply company’s authorisation for any change in the installations that involves increasing the contracted supply flow rates or any other changes in the number of receivers.

To order water connections or sewerage, or, if required, an initial report for a building permit, you need to submit the following documentation:

• National identity card or tax code (CIF or NIF)
• Map of plot location
• Plan of the plumbing and drainage installation (for applications for more than one home)

With this application, our personnel will contact you, check the different options and draw up an estimate for the required work.

You can do this via our costumer service channels providing the following documentation:

• National identity card or tax number (NIF).
• The meter reading from the day of the application must be provided. A final bill is issued with this reading and the cancellation will not be effective until the bill has been paid, or in the case of indoor meters, until access is provided to our personnel to remove the meter and close the connection.
• The account must have no outstanding payments at the time of the application.
• When the applicant is not the same person as the account holder, we’ll need a copy of the applicant’s national identity card or similar accreditation and a ‘declaration of authorisation’ signed by the applicant. You can also request cancellation in writing.

Here are the steps you should follow:

• First of all, locate your water meter. Enter the meter room in your building. Near the meter bank should be a diagram indicating which meter is yours.
• Next, check that the meter is working properly. To do this, leave a tap on in your home or premises. The red needle in the large sphere or the last number in red (if it is electronic) should start to move upwards. Keep the tap on, turn off the stopcock on the meter and make sure the movement stops.
• Finally, turn the stopcock on again, and turn off all the taps for about an hour. Check to see if the meter has registered any water consumption. If it has, it’s highly likely that there is a leak in the installation, as the meter only registers consumption when water is flowing through it.

If you have a leak, you should contact a plumber or specialist company or check if your home insurance covers this kind of repair. Remember that maintenance and repair of all faults in the internal installations is the user’s responsibility, as established in the Water Service Regulations.

When the connection to the sewer system is blocked or faulty, either in the internal installation or the drain pipe, the person responsible is the owner of the building or home that uses it. Wastewater must be discharged into the general municipal drain or sewer system. You should contact a private company to unblock drainpipes.

• First of all, check whether the fault affects all the water outlets in your home. If it does, contact a neighbour to see whether it is a general incident. If the neighbours are not affected, check that the stopcock in your home is fully on.
• Next, check that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is.
• If after doing these checks you still have no water, call us on our incident incident report helpline and we will do everything we can to help you.

Occasionally, during a leak or its repair, the water pressure can drag small particles of sand through the general pipelines and the private pipes in a building. Fortunately this is not serious. In most cases, the supply should return to normal a few minutes after the outdoor repair, restoring the normal pressure. However, if you still do not have your normal pressure, call our incident report helpline and we’ll do all we can to help.

• Check that the stopcock in your home is fully on. If you have installed a pressure-reducing device, check that it is working properly.
• Next, check that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is.
• If after doing these checks you still have no pressure, call us on our incident report helpline and we will do everything we can to help you.

Remember that the water company only supplies running water through the general distribution network, i.e. cold water. Turn on a tap at home and check that the cold water flows at its usual pressure. If not, check the indoor stopcock and that the meter or measuring equipment has both stopcocks turned on (i.e. turned fully to the left). Remember that to locate your water meter you need to enter the meter room using the universal key, which is generally in the entrance or lobby of the building. Together with the meter bank is a diagram which will show you where your meter is. If you still have no hot water pressure, contact a plumber or your home insurance to check that your installation and hot water circuit are working properly.

You need to have a water supply account with our company and fill in the form with the personal details requested, which you gave us as a customer, including the contract number, your identity card number (DNI) or foreigner identification number (NIE) and the amount of your last bill.

You should enter your user name and a password you can remember easily, as well as an email address for us to contact you.

You will then be able to enter the private area and do everything you need to manage your account with us.

We offer several payment channels to provide maximum flexibility:

• Direct debit: the easiest and fastest channel, used by the majority of clients. All you have to do is provide us with your bank account's IBAN number (the 2-letter country code, 2 control digits and another 20 digits) and the signed SEPA document. You can order direct debit payment quickly and easily via the Customer Service Area.
• The “Bill payment” section of this website: online payment via credit or debit card. You should have the following information available: the CPR code and Emisora, Referencia and Identificación numbers (you will find these four items in Spanish on your bill), along with the amount to be paid, located in the bottom part of the bill with the barcode.
• Customer Service Hotline
• By going to one of the collaborating organisations named at the bottom of the bill (post office or banks), you can pay in cash or by card, presenting the document with the bank validation code that we sent you.
• By going to one of our customer service offices, where you can only pay by credit or debit card. You can also request a payment document so you can pay in cash at one of our collaborating organisations.