I need help with my online account

I'm struggling to access my online account

Click on one of the links below to reset your username or password, or both. If you're still stuck, please call us on 0333 000 0001. Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

How can I view my payment history?

We'll soon be adding your payment history to your My Account dashboard. In the meantime, you can view the payments you've made by looking through your bill archive here.

Can anyone have an online account?

Yes. To enjoy the benefits of an online account, click on the link below register. You'll need your account number to hand.


Register

Are my details secure?

Yes. Your details are completely safe with us and you don't need to worry about anyone else having access to your personal information. For more information as to how we protect and use your personal data please see www.southeastwater.co.uk/privacy.

Can I still get paper bills?

When you switch to an online account we'll automatically send your bills via email, not in the post. To switch back to receiving paper bills, please contact us.

Can I print my bill as proof of my address?

Yes. Your bills will appear exactly the same as if we’d posted them to you. Just log into your online account and select ‘View Bills’ from the main dashboard. You can then view the bill you require in PDF format and print it off at home or work.

I need help with my bill

How is my bill worked out?

Metered bills

If you have a water meter installed in your home, you'll only be billed for the water you use, plus a small standing charge. This charge is based on where you live and is reflective of the cost of abstracting water from the area (click here to find out what the charges are for your area).

Unmetered bills

If you're not on a water meter, you'll be charged one of the following:

• Rateable Value (your bill will be reflective of the rateable value of your property)
• Assessed Charges (the standard assessed charge is an annual sum based on the number of bedrooms at the property)

For both rateable value and assessed charge customers you can either pay on receipt of your bill or by monthly payments. If you chose to pay your bill monthly it will be divided across ten (April to January) or 12 instalments. If you move into the property part way through the year, the bill will be divided across the number of months remaining. For example if you move into the property in August, payment will be taken from September to January (five payments).

If you're on assessed charges there may be a cheaper tariff for you:

Single Occupier Tariff: Are you the sole occupier of the property? If so, you may be eligible for our single occupier tariff.

Single Room Tariff: We offer a single room tariff which can help those customers who occupy a single room with communal hot water and laundry facilities, such as sheltered accommodation and bedsits.

If you're interested in going on either of the above tariffs, please get in touch.

If you're interested in having a water meter installed, please contact us. 

Help – I'm struggling to pay my bill

If you find yourself struggling to pay your bill, we can help support you and discuss other payment options, so you've got one less thing to worry about.

Find out more

Why is my bill higher than normal?

If you have a water meter and your latest bill is higher than normal, don’t panic – there could be a simple explanation.

An increase in your bill or Direct Debit payments is normally because of an increase in the amount of water you're using. Your water meter records all the water you use, which helps us to calculate your bills. So before you give us a call, please check the steps below:

#1 – Are there more people living in your home?

  • Have any more people moved into the property? Do you have a new baby in the family?
  • Do you have a son or daughter home from university?
  • Is a member of the family spending more time at home due to illness or retirement?

#2 – Do you have any new water-hungry appliances in your home?

  • Have you had a power shower fitted?
  • Have you had a new combined washer/dryer fitted? You may be surprised to learn they use a lot more water than a standard washing machine as the washer/dryer uses cold water as part of the drying process
  • Are you using washing machines or dishwashers more than usual (often due to extra people staying in your home)?

#3 – Do you have a leak on your property?

  • Have you checked all taps (including any outside taps) to make sure they are not leaking water?
  • Have you recently had a meter installed? If your meter’s been installed in the last 12 months, we offer a free service to come and check for repairs
  • Have you checked outside to see if water is leaking out of any overflow pipes from water tanks in the loft?

#4 – Have you been using more water in the garden?

  • Have you been using a hosepipe or sprinkler in the garden this summer?
  • Do you have any new water features in your garden, such as a pond or water fountain?

And finally….

Was your previous bill an estimate? If so, we may have underestimated the amount of water you use, which means your most recent bill will appear much higher than your previous estimated bill.

Still not figured out what could have caused your bill to increase? Please give us a call on 0333 000 0001 and we’ll be happy to help.

There's a credit (CR) on my account. Can I get a refund?

We'll be happy to refund you any credit you've built up on your account. However, it's worth remembering that we figure out how much you pay a month based on how much water we think you'll use over the year.

So while we recommend you keep any credit under £70 there to give you a head start on your bills next year, if you'd still like a refund just get in touch and we'll sort it out for you. Please give us a call on 0333 000 0001Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

How often will I receive my bill?

On a meter? We aim to take a reading at least once a year and send you a bill twice a year.

Not on a meter? You'll get an annual bill from us between February and April each year, telling you how much your water charges will be for the next year (1 April to 31 March).

How do I change the name the name on my account?

The person who is currently named on the bill will need to call us to request this change.

Please phone us on 0333 000 0001. Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

Can I amend my payment plan?

You'll soon be able to amend your Direct Debit amount using your online account. In the meantime, please phone us on 0333 000 0001Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

How much is the average water bill?

Our average household water bill from 1 April 2018 to 31st March 2019 is £210.

These charges pay for the abstraction, treatment and supply of top quality drinking water direct to your taps.

We work hard to ensure your bills remain affordable and believe that our average household water bill, which comes to 56p per day, remains excellent value for money. 

To find out the specific charges for your area, click here

How can I check my balance?

To check your balance, you'll need to register for an online account. Don't worry, it's really simple and quick to do. Plus, not only can you use it to check how you're spending, there's also the ability to view your bills 24/7, tell us about any changes to your account and make quick, easy payments.

 

Register for an online account

I have no water / low pressure

If you have no water or low pressure, please make the following checks:

#1 – Check our live 'In your area' map

Pop your postcode into our live map (updated by us round the clock) to see if there are any known incidents in your area affecting your water supply. You can even use this to get free updates on supply interruptions via text and email, so you're always in the know.

#2 – Run your cold kitchen tap

Your main water supply normally enters your home in the cold kitchen or utility room tap.

So, if water comes out of this tap but nowhere else (such as your shower or bathroom), the problem is likely to be with your internal plumbing. In which case, skip to step five.

#3 – Check your stop valves are open

Your inside stop valve needs to be fully open. This is usually located under the kitchen sink, in the airing cupboard or under the floorboards by the front door. If the valve is closed, turn it anti-clockwise.

Your outside stop valve also needs to be fully open.

#4 – Check with your neighbours

It's worth checking with your neighbours to see if they have the same problem. If not, the problem is likely to be with your internal plumbing.

#5 – Call us

If none of the above suggestions work, please call us on 0333 000 0002 between the hours of 8am to 7pm Monday to Friday, and 8am to 1pm on Saturdays.

For emergencies outside of these hours, please call 0333 000 0365. Lines are open 24/7.

#6 – Find an approved plumber

If we're not aware of any interruptions to our network and your neighbours have water, it’s probably a good idea to contact a local plumber for expert advice.

To find an approved plumber in your area, we recommend WaterSafe – a one-stop shop which brings together thousands of qualified plumbers. Visit www.watersafe.org.uk or call 0333 207 9030.

 

I have brown / cloudy water

On rare occasions your water may appear yellow/brown in colour or cloudy. The cause is typically an incident such as a burst pipe in your area.

To see if there are any incidents in your area, click on the link below to go to our live map.

To restore your normal water supply, we normally advise to run your cold kitchen tap until your water returns to normal. This usually takes 20 minutes but can take up to an hour. 

Please contact us to be reimbursed for the water used.

Don't worry, the discoloured water will not be harmful to your health or your appliances.

Go to our live map


If you're still concerned about the quality of your water and wish to speak to us, please call us on 0333 000 0002. Lines are open Monday to Friday, 8am to 6pm.

If you're having problems outside of these hours, please call our 24/7 emergency number: 0333 000 0365.

I need help with my move

 

How can I tell you about my move?

The easiest way to let us know about your move is by filling out our online form.

Alternatively, you can call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.

Is my home in your supply area?

To find out if your home is within our supply area, please use our postcode checker.

My bill is addressed to 'The Occupier' - do I need to contact you?

Yes, please use our online form to set up your account so we can update our records and make sure we send information to the correct person.


How can I arrange for my bill to go to a different mailing address?

The easiest way to update the address your bills are sent to is to register for an online account. You can also use this to update your user profile, pay and view your bills 24/7.

If an online account isn't for you, please contact us to arrange for your bills to be sent to a different address.

What if there's an outstanding balance on my account when I move?

If your account is in credit, we'll automatically refund the balance to you via bank transfer (if you pay by Direct Debit), or we'll pop a cheque in the post. 

If there's an outstanding balance to pay, we'll send you a final closing bill. If you pay by Direct Debit your final payment will automatically be taken from your bank. Other payments options can be found here.

 

 

 

I have a a question about paying my bill

 

When will my Direct Debit leave my account?

You can choose between 1st, 7th, 15th and 23rd of the month.

If you want to change the day your Direct Debit comes out of your account, please complete our online form.

Can I change my Direct Debit amount?

Yes – please get in touch with us to change your instalment plan. You'll need to have your account number to hand.

What should I do if my bank details change?

If you pay by Direct Debit, please use our online form to update your bank details.

Or you can call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.

What payment options do you offer?

We offer a range of payment options to make your life as simple as possible,.

Please click here to find out more.

Can I get help paying my bill?

If you're struggling to pay your bill, we offer different payment plans, financial schemes and reduced tariffs that could make paying your bill a bit easier.

Why is my bill higher than normal?

If you have a water meter and your latest bill is higher than normal, don’t panic – there could be a simple explanation.

An increase in your bill or Direct Debit payments is normally because of an increase in the amount of water you're using. Your water meter records all the water you use, which helps us to calculate your bills. So before you give us a call, please check the steps below:

#1 – Are there more people living in your home?

  • Have any more people moved into the property? Do you have a new baby in the family?
  • Do you have a son or daughter home from university?
  • Is a member of the family spending more time at home due to illness or retirement?

#2 – Do you have any new water-hungry appliances in your home?

  • Have you had a power shower fitted?
  • Have you had a new combined washer/dryer fitted? You may be surprised to learn they use a lot more water than a standard washing machine as the washer/dryer uses cold water as part of the drying process
  • Are you using washing machines or dishwashers more than usual (often due to extra people staying in your home)?

#3 – Do you have a leak on your property?

  • Have you checked all taps (including any outside taps) to make sure they are not leaking water?
  • Have you recently had a meter installed? If your meter’s been installed in the last 12 months, we offer a free service to come and check for repairs
  • Have you checked outside to see if water is leaking out of any overflow pipes from water tanks in the loft?

#4 – Have you been using more water in the garden?

  • Have you been using a hosepipe or sprinkler in the garden this summer?
  • Do you have any new water features in your garden, such as a pond or water fountain?

And finally….

Was your previous bill an estimate? If so, we may have underestimated the amount of water you use, which means your most recent bill will appear much higher than your previous estimated bill.

Still not figured out what could have caused your bill to increase? Please give us a call on 0333 000 0001 and we’ll be happy to help.

There's a credit on my account. Can I get a refund?

We'll be happy to refund you any credit you've built up on your account. However, it's worth remembering that we figure out how much you pay a month based on how much water we think you'll use over the year.

So while we recommend you keep any credit under £70 there to give you a head start on your bills next year, if you'd still like a refund just get in touch and we'll sort it out for you. Please give us a call on 0333 000 0001Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

 

I have additional needs

We offer a range of special services – not only for those with mobility restrictions, but also for our customers who are deaf, blind, disabled, suffering from a long term illness or elderly.

Please click here for more information on (and to apply for) our Priority Services Register.

If you'd like to talk to a member of our customer care team, please call us on 0333 000 0001. Lines are open Mon-Fri 8am - 7pm and Sat 8am - 1pm.

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