Frequently Asked Questions
Water softeners and filters, answered
Common questions about hard water, softeners, drinking water and servicing, answered plainly by the engineers who do this every day. If we've missed something, just ask.
The basics
Understanding hard water
What is hard water?
Hard water contains a high amount of dissolved minerals, mainly calcium and magnesium. How hard your water is comes down to where you live, and to the rock the rainwater passes through. Naturally soft rainwater picks up calcium and magnesium as it filters through soft rocks like limestone and chalk, which is what makes it "hard". Kent sits on exactly that geology, which is why hardness here is among the highest in the country.
How is hard water measured?
Hardness is measured in parts per million (ppm) of dissolved minerals. A soft water area is under 60ppm; a very hard water area is over 180ppm. There are tests that give you an exact figure, but there's a simpler tell: if you're getting limescale and soap scum around the home and your detergents don't lather well, you're in a hard water area.
How does a water softener work?
Softeners use a process called ion exchange. Hard water entering your home passes through tanks filled with resin beads that attract the calcium and magnesium ions. Those minerals are removed and a small amount of sodium is released in their place, which is what makes the water soft. The resin is then cleaned, or regenerated, using salt to wash away the collected minerals.
Costs
What it costs to buy and run
How much does a water softener cost?
A water softener typically costs from £1,595, depending on the size of the system and what's involved in the installation. The exact price varies with your household water usage, the space available and which system suits your property best. We'll help you choose and give you a fixed price after a free survey. You can see the systems we supply on our water softeners page.
How much does a water softener cost to run?
Very little. Many models use no electricity at all, and those that do use very little. You'll need to top up the salt, which depending on usage can be as little as £5 a month. The resin needs replacing eventually, though often not for 10 to 15 years. Like any appliance in regular use, an annual service is recommended. The savings on your bills and appliance life generally outweigh the running costs.
How much does water softener servicing cost?
A full service visit is £139 inc VAT, covering a full system check to make sure everything is running efficiently. A health check on its own is £90 inc VAT. Repair visits start from £139 inc VAT, for diagnosing and fixing faults; major replacement parts aren't included in that price. Not sure which you need? See our servicing and repairs page or get in touch and we'll advise.
Day to day
Living with a water softener
Can I drink softened water?
Softened water contains slightly more sodium than hard water, though there's more sodium in a glass of milk than in a glass of softened water. Many people prefer the taste of tea, coffee and cordial made with it. We do still recommend having a separate hard water tap installed where possible, so you have the choice, and that's usually the better option for anyone on a medically restricted sodium diet or making up baby formula. If in doubt, check with your GP or health visitor.
Will softened water work in my heating system?
Yes. It's a common misconception that softened water causes problems in heating systems, but a softener won't produce water that damages your boiler or central heating. British Standard BS 7593 confirms softened water can be used to fill a central heating circuit with the correct corrosion inhibitor, such as Sentinel X100. There's no evidence that softened water corrodes a boiler, and a softener can be installed in any home whatever the heating system. If your plumber is unsure, they simply need to open the bypass when filling the primary circuit.
Can I bypass my water softener?
Yes, and it's straightforward. If you have an issue over a holiday period or while you're waiting for a visit, you can put the softener into bypass yourself. Our guide walks you through it step by step: how to bypass your water softener.
Servicing & coverage
Servicing and where we work
Do you offer water softener servicing?
Yes. We service water softeners to keep them running efficiently and delivering consistent soft water. Regular servicing maintains performance, reduces salt usage and catches issues before they turn into costly repairs. We service most major brands and carry out routine maintenance, performance checks and system inspections. In Canterbury? See our Canterbury servicing page for local details.
Can you service a machine purchased elsewhere?
Yes. We service water softeners even if yours was bought or installed by another company. Our engineers work on most major brands, carrying out maintenance, performance checks and inspections to make sure your system is working as it should. You don't need to have bought it from us for us to look after it.
What area do you cover?
We're based in Canterbury and cover homes across Canterbury and the wider Kent area. That regularly includes Whitstable, Herne Bay, Faversham, Ashford, Dover, Deal, Sandwich, Folkestone and Thanet, along with the surrounding villages and rural areas. Not sure whether we reach you? Give us a call and we'll confirm.
Didn't find your answer?
Ask us directly. You'll get a straight answer from someone who fits and services these systems every day, with no obligation and no hard sell.