Quick answers to common questions about your local water supply.
How do I apply for salt water?
Use the salt water application information page. Building contractors generally arrange new-build connections. Personal or company applicants should provide the required occupancy, identity and signatory documents.
Properties have a salt-water connection installed as part of certification; building contractors apply for new builds. You can also download a paper form from the application page or collect one from Customer Services at Suite 10B, Leanse Place, 50 Town Range, Gibraltar. Sign and return it to that address. Company applications need the company stamp with the signature. A refundable deposit may be required.
How do I apply for potable water?
Choose a normal meter for most properties, a sub-meter for specified managed developments, or a main meter for construction and estate-management use.
The three applications incorporate the Consumer Services Agreement and the General Conditions and Regulations for potable water supply. Check the sub-meter areas directory if you live in a managed development.
How can I pay my bills?
Credit/debit cards: pay at the ground-floor cashiers on Mondays, Wednesdays and Fridays; use the 24-hour automated telephone service on +350 200 79818; scan the QR code on your bill for online payment; follow the payment link in an emailed bill; or use the self-service payment kiosk, Monday to Friday.
Cash: pay at the ground-floor cashiers on Mondays, Wednesdays and Fridays, or at the self-service payment kiosk, Monday to Friday.
Bank account: set up a Direct Debit or make a bank transfer. Cheques have not been accepted since 2 January 2024.
For payment enquiries, email customerservice@aquagib.gi or call +350 200 41288, extension 1. Check cashier and kiosk opening hours.
How do I set up a direct debit?
Complete a direct debit mandate. Company mandates require the appropriate company authorisation.
A printable mandate is available on the Direct Debit application page or from Customer Services at Suite 10B, Leanse Place, 50 Town Range, Gibraltar. Sign and return the paper form to that address. For a company mandate, the company stamp must accompany the signature.
How do I receive bills by email?
Sign up for paperless billing. After switching, bills are sent by email instead of by post.
You can also complete the paperless-billing request form at Customer Services, Suite 10B, Leanse Place, 50 Town Range, Gibraltar.
How do I pay an email bill?
Your emailed bill contains a payment link under the aged debtor section. Follow that link to pay that particular bill through AquaGib’s online payments page.
Alternatively, print the email or note your account number and the payment amount, then pay using any of the other payment methods listed above.
Why might my water bill be higher?
Common causes include building work, dripping taps or overflows, more people at the property, increased appliance use, power showers or changes to plumbing and hot-water equipment. Check for leaks and compare meter readings.
How do I report a water leak?
AquaGib can provide your meter number and help you close the meter. Call the 24-hour fault line on +350 200 73659. Also call this number if a leak is before the meter, you are unsure where it is, or water is flowing in the street.
If the leak is inside your home and you are a Government tenant, call +350 200 50129 or +350 200 63915.
Private tenants should contact their landlord first. Homeowners should contact their management company or a private plumber.
My water tastes out of the ordinary, has an odd colour or smell, what should I do?
The potable water as supplied by us, complies fully with the provisions of the Gibraltar Public Health Ordinance, which incorporates the latest EU directive 98/83/EC, regulating the quality of water to be used for dietetic purposes.
We operate a system of analytical quality control that monitors the quality of the potable water at different stages in the water production and supply process and include samples from customer’s taps. The frequency of our analysis exceeds the minimum frequency required under the EU directive. The analysis is undertaken at our laboratory in Gibraltar up to the check monitoring requirements, whilst the audit monitoring is undertaken in the United Kingdom, by AES Analytical and Environmental Service.
We always advise our customers to Call our Analysis Department on 200 77017 where we will be happy to assist, and usually arrange a site visit for a sample to be taken. Customers will be advised of the results of the tests undertaken.
Why has my water pressure dropped?
Pressure can be affected by AquaGib works, work within your building, internal plumbing or a burst pipe. Check service notices and ask your landlord or management company about building work. For further help call +350 200 73659.
Is there a charge for meter installations?
If your property already has a meter, the administration fee for connection to the mains water supply is £37.50. If there is no meter or a new installation is needed, a site visit is required to assess the cost.
A refundable deposit is required on application. The domestic deposit under a personal name is £31.00; domestic rental properties under a personal name and domestic properties under a company name require £124.00. For other premises, contact Customer Services for the applicable rate. View tariffs and charges.
How do I read my meter?
Record every black number and the first red number. Black numbers show cubic metres; red numbers show tenths and hundredths. AquaGib’s unit price is based on each 100 litres consumed.
A meter may have four or five black numbers; in either case, include the first red number. AquaGib meter readers read meters, but may be unable to gain access to meters inside properties. If this happens, you can submit your meter reading.
How hard is Gibraltar’s potable water?
Potable water supplied by AquaGib is classified as slightly hard.