Water hygiene
Keeping you safe in your home
Some council homes and communal buildings managed by Winchester City Council contain communal and private water systems, including taps, showers, tanks, and pipework.
Water is generally safe, but poorly maintained systems can allow bacteria such as Legionella to grow. Legionella can cause a serious lung infection called Legionnaires’ disease.
We are responsible for making sure that all water systems in our homes and buildings are safe, well-maintained, and compliant with legal requirements.
On this page
— How to contact us about water hygiene concerns
— What we do to keep water systems safe
— How we respond to water hygiene issue
— How you can help keep yourself and others safe
— What to expect during inspections, monitoring, and maintenance
— What to do if you are not satisfied with our response
— Working together to stay safe
How to contact us about water hygiene concerns
If you are worried about water hygiene in your home or building, please tell us straight away. Even minor concerns can indicate a developing problem, and we take all reports seriously.
Repairs and general enquiries: 01962 840 222
Use this number for issues such as:
- Leaks in communal areas
- Low water usage in flats or communal systems
- Blocked or unused water outlets
- Temperature problems (too hot or too cold)
Emergency repairs (24 hours): 01962 865 405
Use this number for urgent issues including:
- Burst pipes or flooding
- Water contamination or stagnant water
- Any situation that poses an immediate risk to health
Email (non-urgent concerns): hhub@winchester.gov.uk
For routine enquiries, general concerns, or advice, such as:
- Unusual smells from taps or showers
- Minor limescale or sediment build-up
- Questions about your home’s water system or inspection schedules
Accessible information
If you need information in another language, large print, audio, or Easy Read, please let us know.
What we do to keep water systems safe
We follow national water safety laws and Health and Safety Executive (HSE) guidance on Legionella control. To ensure water systems remain safe and compliant, you can expect us to:
- Carry out Water Risk Assessments in all communal blocks, sheltered schemes, scheme offices, and other buildings as legally required
- Inspect tanks, pipework, taps, showers, and outlets for hygiene and temperature compliance
- Perform monitoring, flushing, and cleaning of communal water systems where needed
- Replace or clean shower heads and remove unused pipework in void properties
- Recommission water systems before new tenants move in
- Act quickly if any safety issue is identified
- Keep detailed records of all inspections, monitoring, and follow-up actions
- Use only qualified and accredited water hygiene specialists
- Clearly explain inspection findings and any required actions
Water Risk Assessments are reviewed sooner if:
- There is a water-related incident or near miss
- The building undergoes changes, refurbishment, or maintenance
- Laws or guidance change.
How we respond to water hygiene issue
Routine monitoring and maintenance: performed according to planned schedules.
UUrgent issues: responded to immediately to remove health risks.
Emergency incidents: attended 24/7.
Before carrying out work, we:
- Review previous risk assessments and monitoring records
- Carry out any additional testing if required
- Ensure contractors follow strict safety and hygiene procedures
- Keep residents informed if work will affect water supply or access.
How you can help keep yourself and others safe
You can help keep water systems safe by:
- Reporting leaks, unusual smells, or temperature issues immediately
- Running taps and showers that are used infrequently for at least 2 minutes each week
- Cleaning shower heads every three months
- Not altering plumbing without permission
- Running water through systems after returning from long absences.
Repeated refusal of access may cause safety risks. We will always work with you to arrange suitable appointments, particularly for vulnerable residents, but legal action may be required where access is repeatedly refused.
What to expect during inspections, monitoring, and maintenance
Critical Risk – Immediate disinfection or control measures
If a critical risk is found, the water hygiene technician will:
- Take immediate steps such as flushing, chlorination, or isolating parts of the system
- Explain the issue (e.g., incorrect water temperatures, stagnant tanks)
- Arrange urgent remedial work with approved contractors
- Carry out follow-up testing to confirm safety.
You will be informed of any temporary restrictions on water use.
Significant Risk – Prompt repairs or adjustments
For significant risks, you can expect the technician to:
- Explain what has been found and why it could become unsafe.
- Raise repairs for items such as valves, insulation, or temperature faults.
- Increase monitoring until the issue is resolved.
These repairs are treated as a high priority.
Low Risk – Routine monitoring
Low-risk items do not need immediate action. The inspector will:
- Record the issue and explain any improvements that could help.
- Include the work in planned maintenance if appropriate.
- Continue routine monitoring to ensure the system stays safe.
Training and competence
Our Building Safety Team is trained in water hygiene management, Legionella control, and contractor oversight.
All water hygiene specialists and contractors:
- Hold appropriate qualifications and certifications
- Receive regular refresher training
- Are checked annually for competence, insurance, and safety performance.
Keeping you informed
We communicate clearly about water safety by:
- Notifying residents of scheduled inspections or maintenance
- Updating residents when water systems are out of service
- Explaining risk assessment findings and any corrective actions
- Offering accessible information for residents who need support.
Monitoring and reporting water safety
We regularly monitor:
- Completed and overdue risk assessments
- Monitoring and flushing schedules
- Follow-up work and any RIDDOR notifications to HSE
- Contractor performance and response times.
Performance is reported to:
- Senior Management Team (monthly)
- Strategic Director (quarterly)
- TACT Board (quarterly)
- Regulator of Social Housing (annually).
This ensures compliance, accountability, and continuous improvement.
What to do if you are not satisfied with our response
If you have a water hygiene concern, please tell us as soon as possible. We will:
- Listen to your concern
- Assess the risk
- Take action to make the system safe
- Keep you updated on what we are doing.
If you feel we have not handled your concern properly:
- You can make a formal complaint using our Complaints Process.
If you are still unhappy after our final response, you can contact the Housing Ombudsman Service for an independent review.
We follow the Housing Ombudsman’s Complaint Handling Code.
Working together to stay safe
Water hygiene is most effective when:
- Residents report issues early
- Access is allowed for inspections and maintenance
- Recommended cleaning and flushing routines are followed.
By working together, we can keep you, your home, and your community safe.