Water shortage boiler FAQs

Homes in Southampton, Romsey, Eastleigh, Totton, and parts of the New Forest have been affected by problems at the Testwood water supply works, preventing water from leaving the site. The postcodes affected are SO15, SO16, SO40, SO42, SO43, SO45, SO50, SO51, SO52, SO53.

This issue will affect the majority of Southampton City Council (SCC) owned gas boilers within your home, providing you with heating and hot water. Initially, it may mean that your boiler could ‘lock out’ and stop working as normal due to there being no water pressure. In other circumstances, you may be left with heating but no hot water. Unfortunately, it’s more likely you will lose both.

We understand that this water supply outage is inconvenient. Please be assured that our teams and Southern Water teams are working diligently to restore service. Unfortunately, the Call Centre cannot assist with issues related to the current outage so please avoid calling them at this time. We ask for your patience as we work to resolve the issue.

We will address all boiler breakdowns where the tenant has access to running cold water. Once water service is restored and your boiler fails to restart, please refer to the FAQs below for troubleshooting steps. Where a resident meets our Emergency Criteria and has no heating we will deliver temporary heating.

Please be considerate with the repairs service and those supporting you, and any delays you may incur in getting to you where support is needed. Our engineers are on call and doing their very best to get to you as quickly as possible. Due to the complex nature of this situation, it's challenging to accurately estimate the true demand for this service.