Water Quality and Hygiene


Keeping our users and your customers hydrated and happy is really important. In the UK we are lucky to have some of the best quality tap water in the world, that goes through an extremely stringent testing process before it reaches our taps. Following these simple guidelines helps to make sure that refilling is safe and hygienic for everyone.

At your premises – notes for business owners or managers

  • When you sign up as a Refill Station, you are agreeing to provide wholesome and clean drinking water on request. As the owner or occupier of the premises it is your responsibility to ensure that your plumbing system complies legally with the Water Supply (Water Fittings) Regulations 1999, and water companies may occasionally carry out inspections to check this.
  • The tap or dispenser that you identify for Refill use should be a clean, hygienic stand-alone cold water tap (not a mixer tap) and must not be located in the toilets or over an open drain. All of your staff should be made aware that this is the tap designated for Refill use – you may wish to label it as such.
  • If you are installing new infrastructure for your Refill Station or altering or extending your plumbing system – for example, when installing a water dispenser or cooler unit – you have a legal duty to notify your local water company in advance and you should use an approved WaterSafe contractor for the installation to ensure it complies with the relevant regulations.
  • If a water company ‘enforcement’ or ‘do not drink’ notice is served on a premises signed up as a Refill Station, the water company will inform City to Sea and the premises will be removed from the Refill app until the water company is satisfied that all outstanding water quality and hygiene issues are resolved. If app users have concerns over hygiene they are able to report these and the relevant water company will investigate where appropriate.


Keeping it clean – notes for staff providing Refills

  • If the tap used for Refills hasn’t been used in a while, run the water for a short while first to clear any stale water from your plumbing system.
  • When providing Refills, the bottle should never touch the tap or jug. Keep a clear gap to avoid any potential for contamination.
  • When someone hands over a bottle to be refilled always ask them to remove the lid themselves, and never touch your hand to the neck of the bottle/glass.
  • As a Refill Station, if someone’s bottle smells bad or looks filthy, you don’t have to Refill it.