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

IN ALL CASES:

• Account holder's national ID cardr. If the account holder is not the applicant:
  •  Authorisation singed by 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.

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 del registro).

HOMES:

• Valid occupancy licence or declaración responsable de ocupación (statement of occupancy) (application and taxes paid).
• Bank direct account number( IBAN), email and telephone number.

In general, you’ll need the following documentation:

IN ALL CASES:

• Account holder's national ID card. If the account holder is not the applicant:
  • Authorisation signed by accout 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.

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 del registro).

BUSINESS PREMISES:

• Environmental statement, environmental licence or integrated environmental authorisation (IEA) depending on the potential degree of environmental impact (application and business opening fees).
• Bank direct debit account number ( IBAN), email and telephone number.
• Documentation accrediting the CNAE (National Economic Activities Classification Code).

PREMISES WITH NO ACTIVITY:

• Declaración responsable de ocupación (statement of occupancy) for premises of non-specific use in urban zones.
• Bank direct debit account ( IBAN), email and telephone number.

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

After opening your account, 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 2 working days.

IN ALL CASES:

• Account holder's national ID card. If the account holder is not the applicant:
  •  Authorisation signed by 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.

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 simple registration).

HOMES:

• Valid occupancy licence or declaración responsable de ocupación (statement of occupancy) (application and taxes paid).
• Bank direct debit account¡nt number ( IBAN), email and telephone number.o.
• Meter reading (taken on the same day as the application).

BUSINESS PREMISES:

• Environmental statement, environmental licence or integrated environmental authorisation (IEA) depending on the potential degree of environmental impact (application and business opening fees).
• Bank direct debit account number ( IBAN),email and telephone number.
• Documentation accrediting the CNAE (National Economic Activities Classification Code).

PREMISES WITH NO ACTIVITY

• Declaración responsable de ocupación (statement of occupancy) for premises of non-specific use in urban zones.
• Bank direct account number ( IBAN), email and telephone number.

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 or sewer connections, or, if required, an initial report for a building permit, you need to submit the following documentation (orders also include an estimate):

• 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).

You can do this via our  customer sesrvice channel,  providing the following documentation:

• National identity card or tax number (NIF).
• Meter reading.
• 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, 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, 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, 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.

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.

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.

• 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.

In this video tutorial we explain how to do it.