We are committed to making sure the water systems in our homes are safe for all customers.

Water can sometimes cause illness if it is not kept fresh and moving through the system.

One of the main risks is Legionella bacteria, which can grow in water systems if conditions allow. These bacteria are most commonly found in warm, stagnant water. 

If tiny water droplets containing Legionella bacteria are inhaled, they can cause Legionnaires' disease, a rare but serious lung infection similar to pneumonia.

Symptoms can include a cough, high fever, shortness of breath, and muscle aches. In severe cases, it can be fatal. It can develop in homes where water is left unused for long periods.

This can include taps, shower heads, garden hoses and other rarely used outlets. 

The risk in most homes is low, but it is important that water systems are properly maintained. Older people, young children, and those with weakened immune systems may be more vulnerable to infection. 

Where Legionella comes from 

Legionella bacteria occur naturally in water and are usually harmless in small amounts. However, they can multiply in building water systems when conditions are right, including: 

  • Water temperatures between 20°C and 45°C 

  • Stagnant water that has not been used for some time 

  • Build-up of sludge, scale, rust or debris in pipework 

  • Dirty taps and shower heads where bacteria can grow 

What RBH does to keep your water safe 

We carry out inspections, testing and maintenance where required to reduce the risk of harmful bacteria, including Legionella, and to ensure our water systems meet safety standards. 

This includes: 

  • Carrying out Legionella risk assessments where required. 

  • Inspecting and maintaining communal water systems. 

  • Monitoring and managing water temperatures where required. 

  • Flushing infrequently used water outlets in communal areas. 

  • Completing any remedial works identified during inspections. 

  • Ensuring our staff and contractors follow water safety procedures and regulations. 

  • Testing communal water systems to ensure they remain clean and safe. 

  • Replacing shower heads and hoses and flushing water systems before re-letting vacant properties. 

  • Providing training to staff so they can identify and manage water safety risks. 

How You Can Help 

There are simple steps you can take to help keep water safe in your home. 

Keep Water at the Right Temperature 

  • Hot water should reach at least 50°C at the tap within one minute. 

  • Stored hot water systems should remain set to 60°C for at least one hour each day. 

  • Do not change settings or turn off your boiler or hot water cylinder without RBH’s advice. 

  • Cold water should remain cold. Contact us if your cold water is still warm after two minutes of running. 

Warning: Hot water can cause scalding. Please take care when testing temperatures. 

Use Water Regularly 

If taps, showers or other outlets are not used often run them at least once a week for three minute or returning home after being away a week or more. 

This includes: 

  • Garden taps 

  • Guest toilets 

  • Secondary bathrooms 

  • Utility room sinks 

Keeping water moving helps prevent stagnation and reduces the risk of bacterial growth. 

Clean Shower Heads Regularly 

Dirty or scaled shower heads can encourage bacteria to build up. 

We recommend that you: 

  • Clean and descale shower heads every three months, or more often if required. 

  • Follow the manufacturer's cleaning instructions. 

  • If a shower is rarely used, run it on its hottest setting for at least two minutes once a week. 

If you have been away, please also open taps slowly and run them for around one minute before fully opening them for a further two minutes. 

Flush all toilets twice with the lid closed before use. 

Empty Properties 

If your property has been empty for an extended period, please contact us before moving back in. We can provide advice on how to safely recommission your water system before use. 

Report a Problem 

Please contact us if: 

  • Your hot water is not getting hot enough. 

  • Your boiler or hot water cylinder is not working correctly. 

  • Your cold water remains warm after running for two minutes. 

  • You notice debris, discolouration or unusual odours in your water. 

  • Water outlets have been unused for a long period. 

  • You identify any issues with communal water facilities. 

You can report a repair via your account on MyRBH or by  
Phone: Freephone 0800 027 7769 or alternatively on 01706 274100. 
Email: CustomerExperience@rbh.org.uk  



Frequently asked questions (FAQs)

  • Is my drinking water safe?

    Yes. Water supplied to your home is treated and monitored by the water company. RBH also manages and maintains water systems within our properties where required. 

  • Am I at risk from Legionella?

    The risk is generally very low in domestic properties. However, people who are older, have respiratory conditions, smoke, or have weakened immune systems may be more vulnerable. 

  • What should I do if I've been away for a long time?

    Run all taps and showers for several minutes, flush toilets, and clean shower heads before returning to normal use. 

  • Can Legionella grow in my home?

    Yes, but usually only where water sits unused for long periods and temperatures allow bacteria to multiply. Regular use and maintenance significantly reduce the risk. 

Saving Water at Home 

Saving water can help reduce your bills if you have a water meter and can also benefit the environment. 

Baths and Showers 

Baths and showers account for the highest water use in most homes. 

  • A four-minute shower uses less water than a bath. 

  • The average shower uses around 12 litres of water per minute. 

  • Reducing bath water by a few inches can save around 10 litres of water. 

Toilets 

  • Use the smaller flush button on dual-flush toilets whenever possible. 

  • Consider a cistern displacement device if you have a single-flush toilet. 

  • A leaking toilet can waste up to 200 litres of water each day. Report any leaks as soon as possible. 

Washing and cleaning 

  • Only run washing machines and dishwashers when full. 

  • Use eco settings where available. 

  • When washing up by hand, use a bowl or fit the sink stopper rather than allowing water to run continuously. 

In the garden 

  • Use a watering can instead of a hosepipe whenever possible. 

  • Water plants early in the morning or late in the evening to reduce evaporation. 

  • Install a water butt to collect rainwater. 

  • Check the weather forecast before watering your garden. 

Need Help with Water Bills? 

If you are worried about paying your water bills, contact our Money Matters Team and they may be able to help or offer support.  

 

Contact Us 

If you have any concerns about water safety in your home or communal areas, please contact RBH. 

Phone: Freephone 0800 027 7769 or alternatively 01706 274100.
Email: CustomerExperience@rbh.org.uk

We're here to help keep your home safe, healthy and comfortable.