Bill got you in a muddle? Find answers to some commonly asked questions below or take a look at our interactive bill tool.

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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.


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

A credit on your account will be shown as CR next to your current balance. 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.

I have a disability, can you help me?

If you have a disability or a long term illness, registering for our free Priority Services means we'll be able to give you any additional support you need, and respond quickly to your query.

It's easy to register online for Priority Services. Call our dedicated Customer Care Team on 0333 000 2468 or apply online by clicking the blue button below. All of our advisors are specially trained to offer confidential advice and support. Lines are open Monday to Friday between 8am - 7pm, and Saturdays between 8am and 1pm.

Apply for our Priority Services Register

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

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