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  • ¿Se puede beber el agua del grifo?

    Sin duda alguna. El agua del grifo es potable, o sea, agua que pueden ingerir las personas sin riesgo para su salud. 

  • Si el agua de mi casa, de repente, tiene una apariencia, sabor u olor desagradable, ¿se puede beber?

    En el caso en el que, de forma puntual, tu agua salga turbia, con un sabor u olor desagradables, te recomendamos que te pongas en contacto con nuestro servicio de atención al cliente.

  • ¿Es necesario instalar dispositivos domésticos como los descalcificadores o filtros de ósmosis inversa para mejorar la calidad del agua?

    El agua del grifo es potable y cumple todas las normativas de calidad establecidas por la legislación. Por ello, no es necesario adquirir ningún dispositivo adicional para tratar esta agua. Sí que hay que señalar que si no se eligen adecuadamente estos dispositivos, no se controlan regularmente y no se hace el mantenimiento recomendado, podrían aparecer riesgos para la salud (contaminación por bacterias, desmineralización excesiva del agua, concentraciones elevadas de sodio, etc.).

  • ¿Qué es el cloro?

    El cloro es el desinfectante de agua más utilizado en el mundo, por su efectividad y fiabilidad para eliminar todo tipo de microbios nocivos que puedan contener el agua, las tuberías de suministro o los depósitos de almacenamiento. El cloro que se añade al agua de consumo humano es una dosis mínima de garantía sanitaria –marcada por la legislación– totalmente inofensivo para la salud de las personas.

    Por ello, la Organización Mundial de la Salud (OMS) lo recomienda como desinfectante más indicado para el agua.

    De hecho, la cloración del agua potable es uno de los avances más significativos en la protección de la salud pública.

  • ¿Por qué la cloración es la técnica desinfectante más utilizada en el mundo para potabilizar el agua?

    Porque es el método que mejor garantiza la desinfección del agua hasta que ésta llega a los grifos de los consumidores, impidiendo que proliferen los agentes patógenos en los depósitos de almacenamiento y las tuberías de suministro, y por su más que comprobada inocuidad en las concentraciones utilizadas. Por ello, la Organización Mundial de la Salud (OMS) lo recomienda como el desinfectante más indicado para el agua.

  • ¿Qué cantidad de cloro contiene el agua del grifo?

    Según la normativa estatal vigente, la concentración de cloro en el agua para consumo humano no debe superar 1 mg/l, si bien se trata de un parámetro indicativo. Aunque la legislación estatal no establece ningún valor mínimo para el cloro libre, diferentes comunidades autónomas lo han fijado a través de sus planes de vigilancia, en la mayoría de los casos, en un valor de 0,2 mg/l.

    Teniendo en cuenta que el cloro desaparece en función del tiempo de residencia en el agua y de la temperatura, entre otros factores, su nivel se controla por toda la red de distribución. De ese modo, si durante el recorrido hasta los hogares de los consumidores, el nivel de este componente baja del límite indicativo establecido, desde la propia red de distribución se dosifican pequeñas cantidades de cloro (recloraciones) para garantizar la calidad sanitaria del agua.

  • ¿Es perjudicial para la salud?

    La OMS señala que, en las concentraciones establecidas por la legislación, el cloro es totalmente inofensivo para la salud. Las concentraciones máximas de este componente en el agua del grifo establecidas por esta organización garantizan que no conlleve ningún riesgo para la salud.

    De hecho, la cloración del agua potable es uno de los avances más significativos en la protección de la salud pública ya que, por su alto poder letal contra bacterias y otros microorganismos, ha contribuido a prevenir y erradicar muchas enfermedades de transmisión hídrica. La presencia de una dosis correcta de cloro después del tratamiento del agua no comporta ningún riesgo para la salud y confiere al agua un efecto de protección ante contaminantes, además de ser un indicador de su correcta desinfección. 

  • ¿Por qué yo noto un sabor que no me gusta en el agua y otras personas no?

    El agua contiene ciertas sustancias disueltas, que se han incorporado en la naturaleza, que le confieren un sabor característico. Esto es lo natural. Estas sustancias disueltas dependen principalmente, entre otros factores, del origen del agua (subterráneo, superficial o marino) y de la composición geológica del terreno por la que discurre el agua.

    El sabor se nota al cambiar de tipo de agua, pues pasamos de un agua a la que estamos acostumbrados a otra a la que no lo estamos.

  • ¿Qué origina la dureza del agua?

    El agua adquiere el calcio y magnesio que determinan su dureza en su contacto con los distintos tipos de terrenos por los que circula el río o el acuífero de donde procede. Por lo tanto, el grado de dureza del agua depende del carácter geológico del suelo que atraviesa en su origen. Así, un suelo calizo genera mayores contenidos de cal que un suelo granítico. 

  • ¿Las aguas duras son buenas para la salud?

    La dureza del agua del grifo no supone ningún peligro para la salud humana, sino todo lo contrario: el calcio y el magnesio que caracterizan la dureza del agua son esenciales para la salud.

    Una dieta rica en calcio es fundamental para la formación y el mantenimiento del tejido óseo, el funcionamiento correcto del sistema cardiovascular y la secreción de hormonas. Con la edad, se puede producir una pérdida de masa ósea y aparecen problemas de osteoporosis, que se pueden paliar, en parte, con una ingesta elevada de calcio.

    En la actualidad, el agua se ha convertido en una fuente significativa de ingesta de calcio, considerando que el consumo de lácteos ha disminuido. Así, el consumo diario de ente 1 y 1,5 litros de agua del grifo aporta entre un 7% y un 15% de la cantidad diaria recomendada de este nutriente. Además, el calcio desempeña un papel importante desde el punto de vista de los requerimientos nutricionales diarios de los niños, y se estima que el agua del grifo aporte entre el 15% y el 20% del calcio diario necesario en la dieta de los niños y los adolescentes.

    El magnesio es indispensable para numerosas funciones celulares, así como para la mineralización ósea, la trasmisión de la actividad neuromuscular y del sistema nervioso central, y la función cardíaca. Una ingesta de entre 1 y 1,5 litros de agua del grifo de Aguas de Alicante , aporta entre un 5% y un 20% de la cantidad diaria recomendada de magnesio.

  • ¿Cómo se mide la dureza del agua?

    La dureza del agua se suele expresar a través de la concentración carbonato cálcico (CaCO3) del agua.

    Por ello, según el grado de dureza, existen diferentes clasificaciones de las aguas. Una de las más utilizadas es la escala Merck:

    0 – 79 mg CaCO3/l…………………………. Agua muy blanda
     80 – 149 mg CaCO3/l……………………  Agua blanda
    150 – 329 mg CaCO3/l…………………… Agua semidura
    330 – 549 mg CaCO3/l…………………… Agua dura
    Más de 550 mg CaCO3/l……………….. Agua muy dura

    La dureza del agua también se puede expresar en grados franceses (ºFH) o en grados alemanes (ºDH). La equivalencia entre estas unidades y la dureza expresada en mg/l de carbonato cálcico es la siguiente:

    1 ºFH = 10 mg CaCO3/l
    1 ºDH = 17,8 mg CaCO3/l

  • Necesito saber la dureza del agua para programar el lavavajillas, ¿dónde la puedo consultar?

    Todos los datos referentes al agua que consumes se encuentran en la Web pública del Sistema de Información Nacional de Agua. También puedes encontrar el enlace en nuestra web en el apartado Tu Agua / Control de calidad de agua.

  • Is 1.5 litres of water a day enough?

    It’s difficult to establish the exact amount of water that a person should drink a day, as their needs can vary depending upon a number of factors, such as physical activity, the climate, age and gender, amongst others.

    The recommended consumption for healthy adults is 1 ml of water per kilocalorie ingested per day: in other words, between 2 and 3 litres a day.

    Of this amount, between 75 and 80% should be obtained from drinks (mainly water, milk, juices, teas and infusions, broths and soups, etc.), whilst the remaining 20 or 25% should come from solid foods such as fruit and vegetables.

  • Do you know how you should start and end the day?

    When we sleep, we lose water. This is why it is recommendable to drink at least one glass before bed and another on getting up.

  • Why do we need to be properly hydrated?

    When we sweat, our bodies lose water and mineral salts. Ninety-nine per cent of sweat is just water but it also contains minerals such as sodium, potassium, iron and magnesium.

    Proper hydration allows us to restore the water levels our body needs to prevent a number of ailments, such as vomiting, headaches, tiredness, dry skin, etc., which are all symptoms of dehydration.

  • Do you know why you shouldn't wait until you are thirsty to drink water?

    The water our bodies lose every day (more than 2 litres of it) must be replaced as soon as possible to prevent the dehydration process from starting.

    That’s why it’s so important not to wait until you feel thirsty, as this is itself a symptom of dehydration.

  • Should we drink more water if we exercise?

    Drinking half a litre of water two hours before exercising is vital to ensure proper hydration and give the body time to eliminate the excess water drunk.

    Whilst exercising, it’s advisable to drink at regular intervals, to replace all the water you lose when sweating. After exercise, it is important to drink to ensure you recover properly.

  • Is tap water good for an elite athlete?

    Yes, water is good for an elite athlete and indeed anyone who enjoys sport.

  • Can children drink water from the tap?

    Tap water is healthy for both adults and kids. It is important for kids to take compulsory breaks during training or games to drink enough water for hydration purposes.

  • Do the elderly need to drink more?

    It is important for older people to monitor their water consumption as, with age, changes occur to the kidney function and the feeling of thirst decreases significantly.

  • Do you that it is advisable to drink more water if you have the flu or diarrhoea?

    The common cold, the flu and diarrhoea often lead to dehydration, so you need to drink water regularly in such cases.

  • Why is better to have a shower than a bath?

    It’s better to shower; however, every minute we spend in the shower with the water can use up to 10 litres of water.

  • Which plants need the least watering?

    Plants needing the least watering are shrubs, and local and hardy plants. These are just as attractive as other plants but consume less water.

  • What’s the best time for watering the garden?

    First thing in the morning or at evening time, as you’ll make better use of the water, which doesn't evaporate so quickly then.

  • After use, where should I dispose of cooking oil?

    You should remove oil from frying pans using absorbent paper and throw it in the rubbish or, once cold, pour it into a watertight plastic container and take it to a waste collection point for recycling. Don’t pour it down the sink, because oil and water don’t mix and it is very difficult to eliminate it at wastewater treatment plants.

  • Why shouldn't you throw paint away by pouring it down the sink?

    It’s not recommended, because paint is a highly polluting substance. We would advise that you leave it to dry until it is a solid lump and then take it to your local municipal waste collection facility.

  • What about cigarette butts: can I throw them down the toilet?

    Please don’t throw your butts down the toilet: they contain nicotine and tar, substances that dissolve easily in water but are pollutants, even at small concentrations, and are difficult to eliminate during the treatment process. Throw your used cigarettes away with your rubbish, after they are properly extinguished.

  • What else shouldn't I throw away down the toilet?

    Wet wipes, medicines, earbuds, plastic, gauze, sanitary pads and condoms shouldn't be thrown down the toilet because, after they are flushed away, they can block pipes and affect the ability of wastewater to enter treatment plants. We recommend that you put a small bin in the bathroom for this kind of solid waste.

  • Where can I view the rates applicable to my town?

    In the “Tariffs” section you can access specific information on your town. There you can view current rates and possible subsidies available to you.

    In addition, at the foot of your regular bills, you’ll find information on the official bulletins of your province with the publication of rates, so you can view them on the official website.

  • Are any subsidies available if there are more than four of us?

    In the “Subsidies” section you can view possible subsidies based on the number of users in the home. If these rates are applicable, the contract holder or authorised person must present a truthful application, together with the corresponding documentation, as stated on the above web page.

    If you have any doubts, contact us through the customer service channels.

  • I am registered in my town. Are any subsidies applicable?

    Being registered in the town does not entitle you to subsidised rates, but you can view other possible subsidies in the “Subsidies” section. If you have any doubts, please contact us through the customer service channels.

  • What aid or subsidies might I be eligible for?

    In the “Subsidies” section you can view possible aid, cheaper rates and subsidies based on the social situation of the contract holder (pensioner, large family or job seeker’s allowance) approved by your local council.

    If you’d like to receive more information or if you have any queries, please contact us through the customer service channels.

  • What should I do if I receive a supply disconnection notification and I can’t pay my debt?

    Contact us through the customer service channels and we will study your case.

  • Can my supply be cut off for non-payment?

    Unpaid bills for the service are managed in accordance with current legislation, regulations and by-laws. You can view this in the “Service regulations” section.

    If you receive a service disconnection notification and can’t pay your bill, contact us through the customer service channels and we will study your case.

  • How long will it take for my service to be reconnected?

    The service will be reconnected at the latest on the first working day after the reason for the cut in service has been solved.

  • What other reasons might there be for cutting off my supply?

    The supply company can disconnect your supply in the following cases:

    • At your request, due to definitive termination of the supply. You can do this from our client area or by phoning our customer service hotline.
    • Due to automatic cancellation, as required by the supply company, if the service receiver fails to meet obligations.
    • Some of the main causes of disconnecting the supply are non-payment of bills within the periods established by the supply company, fraud and repeat infringement.

    For more information, see the ‘Service regulations’ section.

     

  • How can I view my bills?

    You can view your bills at any time via the client area. Remember that you need to register to be able to carry out online transactions. If you haven’t done so already, registration is very simple (see how to register in the client area).

  • How can I switch to e-billing?

    You need to be registered in the Private Area. If you haven’t done so yet, register now. 
    If you have already registered with the office in your Private Area, enter using your user name and password and access the section for activating the e-billing service. Whenever a bill is issued, you will receive a notification of its availability for direct download.

  • I don’t understand the water bill. What am I paying for exactly?

    Drinking water supply contracts are subject to rates based on current legislation. Generally, the service bill includes water rates, meter maintenance and sewerage, which are generally the property of the service concessionaire in most cases. The bill also includes environmental levies or charges paid to the autonomous community and may also include a waste charge, paid to the municipal government. With regard to the total amount of the bill, generally between 35% and 50% is the water rate, while the rest is made up of taxes (VAT and others).

    The water bill to your home also includes itemised information, so you can see to whom each item is paid, and information on the official bulletins where rates are published for you to check, if you so require.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • Who approves the water tariffs?

    The town council is the body responsible for approving the service tariffs applicable to the municipality, which are authorised by the competent pricing committee. Once approved and authorised, the tariffs are published in the corresponding official gazette.

  • What is the service fee?

    This fee guarantees immediate availability and permanent access to the water service. It is a fixed amount that is calculated from the nominal flow (i.e. the standard amount of water that flows through your meter). If you’d like more information on tariffs and different types of home, visit your supply company’s website.

  • What is the sewer charge?

    The sewer charge is collected by some companies on behalf of local councils. It goes towards the conservation and maintenance of the sewer network.

  • How frequently are water bills issued?

    In general, consumption is invoiced every two to three months, depending on the municipality, after the period has elapsed, in accordance with the service regulations. The first period begins on the date the supply of the service starts.

  • Can I request a change in frequency of my bill?

    There is a monthly form of payment (12 Drops), by which you pay a fixed quota. Then after 12 months the situation is adjusted to match your real billing. This new form of payment does not involve any change of contract. The meter is read and billed with the same frequency as before. You can review the conditions of the plan and how to contract it in the corresponding section on the website. 

  • I've received the water bill and been charged at the highest tranche. What does this mean?

    Your water bill includes a fixed fee for the service and a variable fee for consumption. The latter is applied on the basis of consumption tranches to incentivise efficient water use, rewarding more responsible use and penalising excess use by assigning a price per m3, which increases as each tranche is exceeded.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • My water consumption is zero yet I'm paying a service fee. Why?

    The price of water includes a variable consumption fee and a fixed service fee. The latter is applied to guarantee immediate availability and permanent access to the water service and is a fixed amount for each billing period. It is applied on the basis of meter diameter.

    If you’d like to receive more information or have any queries, please contact us through the customer service channels.

  • I need a duplicate copy of my supply bill. Where should I go?

    You can do this easily and quickly via our client area or via our customer service hotline.

  • Who should I call if I don’t have a leak but I think my consumption is higher than normal?

    To rule out a leak of any sort, we recommend you check your indoor installation thoroughly and also the water meter room in the building (generally at the entrance to the building). In this case, except for the installed measuring equipment, the maintenance, conservation and repair of the installation in the event of a fault or leak is the responsibility of the customer or the community of building owners. If you have any doubts on how to check for a possible leak in your indoor installation or building, call our incident report helpline (available 24 h a day, 365 days a year). In addition, if you have checked there is no leak in the indoor or building installation, but your consumption is higher than usual, call our customer service hotline and we’ll do everything possible to help you.

  • ¿Cómo podría pagar mi factura de agua?

    Disponemos de varios canales de pago para que tengas la máxima flexibilidad:

    • Domiciliación bancaria: canal de pago más fácil y cómodo utilizado por la mayoría de clientes. Sólo tienes que facilitarnos el número de cuenta bancaria en formato IBAN (2 letras, 2 números de control y 20 números más) y el documento SEPA firmado. Domicilia ahora tus recibos cómodamente a través del Área de Clientes.
    • Apartado “Pago de facturas” de esta misma web: pago online mediante tarjeta de crédito o débito. Deberás disponer de la siguiente información: código CPR, Emisora, Referencia, Identificación e Importe que se muestra en la parte inferior de la factura junto a la ráfaga de pago.
    • Teléfono de Atención al cliente
    • Desplazándote a alguna de las entidades colaboradoras que se muestran en la parte inferior de la factura, podrás pagar en metálico o tarjeta bancaria presentando el documento con ráfaga bancaria que te hemos hecho llegar.
    • Desplazándote a nuestras Oficinas de Atención al Cliente dónde sólo podrás pagar a través de tarjeta de crédito o débito o solicitar un documento de pago para pagar en efectivo en nuestras entidades colaboradoras

  • ¿Tengo que ser cliente de La Caixa para poder pagar mis facturas a través de ServiCaixa?

    No, no es necesario que seas cliente de esta entidad, ni tampoco que seas usuario/a de Línea Abierta de La Caixa. Recuerda que también podrás realizar el pago a través de nuestras entidades colaboradoras, mediante la Oficina Virtual o a través de La Caixa - Pagos Online, con cualquier tarjeta de crédito (Visa/Mastercard) o de débito.

  • ¿Mi tarjeta bancaria tiene que ser de La Caixa para poder realizar pagos en línea?

    No, no es necesario que La Caixa sea la entidad emisora de la tarjeta. Sólo hace falta que tengas una tarjeta de crédito activa (Visa / Mastercard) o de débito.

  • ¿El pago en línea tiene algún coste para mí?

    No. Los pagos efectuados en línea no tienen ningún coste adicional.

  • I've bought my first home. Do I have to contract the water supply?

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

    • Account holder's national ID card. If the account holder is not the applicant:
      • Authorisation signed by the account holder.
      • National ID card of both parties (account holder and authorised representative).
    • If the account holder is a legal entity (companies):
      • The company’s tax identification code (CIF).
      • The company articles of association.
      • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.
    • Bank direct debit account number (IBAN)
    • Email address and telephone number.
    • For owners: Title deed or nota simple de registro (simple property registry statement).
    • For tenants: Lease contract, together with authorisation from the owner, the owner’s national ID card .
    • Licencia de 1ª ocupación (literally, first occupancy license), if the dwelling is less than ten years old.
    • Declaración responsable de 2 ª ocupación (literally, a statement of responsibility of second occupancy), for dwellings over ten years old.
    • Connection charges: only for the municipalities of Monforte del Cid, Sant Joan d’Alacant and Mutxamel.

  • I have a shop or business. What documentation do I need to contract water services?

    • Account holder's national ID card. If the account holder is not the applicant:
      • Authorisation signed by the account holder.
      • National ID card of both parties (account holder and authorised representative).
    • If the account holder is a legal entity (companies):
      • The company’s tax identification code (CIF).
      • The company articles of association.
      • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.
    • Bank direct debit account number (IBAN).
    • Email address and telephone number.
    • For owners: Title deed or nota simple de registro (simple property registry statement).
    • For tenants: Lease contract, together with authorisation from the owner, the owner’s national ID card and proof of ownership of the property (title deed or nota simple de registro).
    • Connection charges: only for the municipalities of Monforte del Cid, Sant Joan d’Alacant and Mutxamel.

    • BUSINESS PREMISES

    • Corresponding environmental document, issued by the urban planning service.
    • Documentation accrediting the CNAE (National Economic Activities Classification Code).

    • PREMISES WITH NO ACTIVITY

      Favourable ruling issued by the urban planning service

  • What does the fee for contracting water services consist of?

    The service contract includes the supply rights which are paid just once on signing the contract.

    • Sale of the meter.
    • Service charges.

  • How long will it take for me to have water after contracting the service?

    After opening your account, if your home or premises has a water connection in good conditions 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.

  • What do I have to do to change the name of the account holder?

    You can do so through any of the contac channels we offer, providing the following documentation:

    IN ALL CASES

    • Account holder's national ID card. If the account holder is not the applicant:
      • Authorisation signed by the account holder.
      • National ID card of both parties (account holder and authorised representative).
    • If the account holder is a legal entity (companies):
      • The company’s tax identification code (CIF).
      • The company articles of association.
      • The national ID card of the managing director, or, if not applying in person, the administrator, who must provide authorisation signed by the former and the national identity cards of both.
    • Bank direct debit account number (IBAN)
    • Email address and telephone number..
    • Meter reading taken on the same day as the application.
    • For owners: Title deed or nota simple de registro (simple property registry statement).
    • For tenants: Lease contract, together with authorisation from the owner and the owner’s national ID.

    HOMES  

    • Licencia de 1ª ocupación (literally, first occupancy license), if the dwelling is less than ten years old.
    • Declaración responsable de 2 ª ocupación (literally, a statement of responsibility of second occupancy), for dwellings over ten years old.

    BUSINESS PREMISES

    • Corresponding environmental document, issued by the urban planning service.
    • Documentation accrediting the CNAE (National Economic Activities Classification Code).

    PREMISES WITH NO ACTIVITY

    • Favourable ruling issued by the urban planning service.

  • I've moved home. Do I need a new contract or can my previous account be transferred to my new home?

    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 or 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.

  • Must I allow supply company employees to enter my home?

    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.

  • Who is responsible for connecting and disconnecting the meters?

    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.

  • Where is the meter bank installed?

    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.

  • What types of meters or measuring equipment are there?

    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.

  • Do I have to order an increase in the contracted flow rate from the supply company or inform them about it

    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.

  • I'm a housing developer. Can I apply for a water or sewer system connection?

    You can consult all the information related to the connection request here.

  • How can I cancel my water service?

    You can do so through any of the contact channels we offer.

    • National identity card or tax number (NIF), if the account holder is not present:
      • Authorisation signed by the account holder.
      • National ID card of both parties (account holder and authorised representative).
    • Meter reading, taken the same day as the procedure.
    • If the account holder is not the applicant, documents must be submitted to prove how the applicant is linked to the dwelling or premises.

  • What should I do to find out if I have a leak at home?

    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.

  • Who should I call if I have a water leak?

    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.

  • Who should I call if my or the community’s drain is blocked or has a fault before it reaches the general street sewer system?

    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.

  • There’s no water in my house. What should I do?

    • 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.

  • A fault in the water supply in the street was repaired recently and now I don’t have enough pressure at home. What should I do?

    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.

  • There’s no water pressure in my house. What should I do?

    • 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.

  • I have no hot water pressure at home. What should I do?

    • 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.

  • What do I need to do to register with the Customer Services Area?

    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 and your identity card number (DNI) or foreigner identification number (NIE).

    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.

  • I need a duplicate copy of my supply bill. Who should I ask?

    You can do this easily and quickly via our client area or via our customer service hotline. In this video tutorial we explain how to do it.

    • Downloading your bills is a snap if you have registered in the website's Customer Service Area. First, access your account and go to ‘All transactions' in the main menu. Then go to 'Massive bills download'. Click on 'Request download' and fill in any mandatory fields: give your downloaded file a name and indicate the billing period. You can also choose how bills are selected, by identity document or account number. Once this is done, mark the bills you want to download one by one and click on 'Continue'. Check that the bills selected are the ones you want. You can download the list in Excel format by clicking on 'Download list'. To download the bills in PDF format, click on 'Confirm' to process your request. You will receive an email when the files have been downloaded correctly. If you don't see the email in your inbox, check the spam folder. Your bills will be waiting for you in ‘Downloads requested' and you can download and save the PDFs to your computer whenever you like. Doing things online is a snap!

  • How can I pay my bill?

    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. In this video tutorial we explain how to do it.
    • You can pay your bills online without having to register in the Customer Service Area. It's very easy, you just need to have the bill you want to pay and follow these steps: Go to "Your service" in the main menu and select "Paying your bill/Bill payment". In the lower half of the screen you'll see where to access the bank. You don't need to be a client of the bank to be able to pay. Select "Pay now with CPR code" and fill in the required details, which you'll find at the bottom of your bill, namely the CPR code, the issuer, reference and identification numbers, and the amount. Enter the information in the required fields. Make sure to omit any hyphens and enter the exact amount. Once this is done, all that's left is to enter your bank card information. To finalize, click on "Accept". You can also pay your bills as a Customer Service Area user. Access your account and click on "My bills". Any pending bills will appear at the bottom of the screen. Click on "View online bill", then "Actions", and download the bill in PDF format. You will need this later on. Go back to "My bills". Click on "Online payment" and access the bank. Select the option "Pay now with barcode". You'll find the barcode at the bottom of the bill you downloaded, and, below, the number that you need to copy and enter in the required field. Enter your user email and click on "Start payment". Now just enter your bank card details, click on "Accept", and you're done! Doing things online is a snap!
    • 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.

  • How to create a list of bills due for some of my invoices?

    In this video tutorial we explain how to do it.

    • In order to request a document so you can pay any pending bills, you must first access your account in the Customer Service Area and select 'Manage your account' from the menu. Once you have accessed the corresponding section, you will be able to view all the options available to you, grouped by category. You will find the one you are looking for, 'Payment documents', under 'Bills and payments’. Select this option and then the account for which bills are pending payment and click on 'continue’. In the following step, select all the bills you wish to pay and click on 'Create bills due document’. A message to confirm the action will appear, which will allow you to cancel the operation or to continue by clicking on 'Create document’. Finally, click on 'Bills due' to generate the document in PDF format. You can save this on your computer so it will be available to print whenever necessary. Doing things online is a snap!