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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.


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. 

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 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

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