Smart metering programme

We’re installing smart meters so we can work together to protect our water supply and save you money.

The South East is a water-stressed region, making water a precious resource we need to look after as a community. Here is how working together makes a difference:

For you: When your smart meter is connected to the smart network, you’ll be able to easily track your daily usage and spot hidden leaks early, keeping your bills as low as possible.

For us: Close-to-real time data helps us see when water use is highest, manage reservoir levels, and upgrade pipes and equipment where it's needed most.

By sharing this information we can detect leaks faster, build a more resilient water supply for the future and protect the environment too.

All meters installed as part of our smart metering programme are smart-enabled. This means they’re ready to connect automatically to the network once it’s available in your area.

The smart metering programme is being rolled out over 10 years, so it may take time before every meter is connected. You don’t need to do anything, we’ll get in touch as soon as your meter connects to the network.

No major preparation is needed, but please make sure the area around your existing meter is clear and accessible. If it's located outside, cutting back any overgrown foliage beforehand will help to make sure our engineer can get straight to work safely. We’ll get in touch with you before we start work in your area.

When your smart meter is connected to smart meter technology, it can help you better understand and control how much water you're using, while making it easier to manage your account. It can:

• Show you how much water you’re using, so you can save money
• Spot leaks early before they become a bigger issue
• Measure your daily water use in close-to-real time
• Automatically send us readings, so in the future we won’t need to send anyone to your home
• Stop estimated bills
• Protect the environment by saving water

For example, if your smart meter shows you’re using water overnight, it might mean you have a leaking toilet. A leaky loo can waste up to 400 litres of water a day which is the same as five full baths or the average family’s water bill, without you even knowing.

If you think you might have a leaky loo, you can find out more here.(opens in a new tab) As we find out more about how you use water at home, we can give you tips to help save water and money. Your smart meter will help you use less water, which is better for the environment too.

We’re still putting the finishing touches to the online service that will let you view your daily water usage.

Once it’s ready, you’ll be able to see your smart meter data from the previous day by logging into My Account.

If you’re not yet registered for My Account it’s easy, just click here(opens in a new tab) to start.

No, if you already have a water meter your bills will not change when your smart meter is installed. The way you’re billed will stay the same and you'll still receive your bill every six months.

If you’re a My Account customer you can view your bill in your online account. If you’re not yet registered for My Account it’s easy, just click here (opens in a new tab)to start.

If you’re struggling to pay your bill, please don’t worry. We have a range of schemes in place that could help you. Visit our webpage here(opens in a new tab) to find out more about the different ways we can help you to pay your bill.

If you'd rather speak to someone on the phone, please call our dedicated Customer Care team on 0333 000 0001.

Small changes can make a big difference when it comes to saving water in your home. We have a range of ideas and practical tips to help you use less water, along with free water-saving devices available on our website.

We also offer our customers free water saving visits, where our qualified plumbers will visit your home and identify where you can save water, with the installation of water saving devices and leak fixes, where possible. Visit our webpage here(opens in a new tab) to book your visit and to read about the different ways we can help you to save water, and save money too.

Yes, in our area, meter installation is compulsory. This policy is set under the Water Industry Act 1991(opens in a new tab) and supported by Ofwat and Defra to help manage regional water shortages in areas classified as seriously water stressed.(opens in a new tab)

This means you’ll need to provide reasonable access to your property so we can carry out the installation. Don’t worry, we’ll work with you to arrange a convenient time.

No, smart meters can’t turn off your water.

Your smart meter measures how much water you use, but it doesn’t have the power to turn your water off.

If you're not online you can still benefit from having a smart meter because it doesn't need Wi-Fi, a computer or any smart home devices to work.

Your smart meter will still take automatic readings throughout the day and send them to us. If we notice any unusual patterns that may indicate a leak, we'll contact you.

Don't worry, you'll still be able to manually read your meter.

Yes. Your smart meter is safe. Public Health England have confirmed that smart meters do not pose a risk to your health.

You can read more about smart meters in this Public Health England guidance on smart meters.(opens in a new tab)

No, smart meter technology is safe to use because its power output is very low, similar to a car key fob. The signal power is well within the recommended safety guidelines set by both the UK and World Health Organization (WHO), which means there is no evidence to suggest it could cause health issues.

No, there is no extra charge to pay for replacing your existing water meter with a smart meter. South East Water is also responsible for the maintenance of the meter.

No, your smart meter automatically sends us readings, so we won’t normally need to send anyone to your property to read your meter.

However, we may occasionally need to visit to take a reading. If you prefer to take readings yourself, you can still do this too.

No - unlike smart energy meters, smart water meters don't have an in-home display.

We’re still putting the finishing touches to the online service that will let you view your daily water usage.

Once it’s ready, you’ll be able to see your smart meter data from the previous day by logging into My Account.

If you’re not yet registered for My Account it’s easy, just click here(opens in a new tab) to start.

If you can’t see your water usage data in My Account just yet, it’s likely that the network your meter connects to isn’t fully ready in your area. There’s nothing you need to do - your smart meter will keep checking and will connect automatically as soon as it can.

Once your meter is connected, you’ll be able to see your usage in My Account. To register for My Account or to read our Frequently Asked Questions click here.(opens in a new tab)

My Account is the online portal to help you to manage your South East Water account. If you are a My Account customer you can get updates about your water supply, view and download your bills and make payments. As well as getting immediate updates on any issues, My Account offers you help, support and more. In the future, we will share your smart data in My Account.

To register for My Account or to read our Frequently Asked Questions click here.

Unless we have contacted you, you don’t need to be at home when your smart meter is installed. If you’re not at home, we’ll pop a card through your door to let you know that your installation has taken place.

If we’re unable to install your smart meter, don't worry! We’ll leave a calling card to let you know and visit again at a later date.

Unless we’ve contacted you, you won’t need an appointment to have your smart meter installed. This is because our engineer won’t need to enter your property to exchange your meter.

If you have any concerns and would like to speak to us please call our Smart Metering team on 0333 323 5850.

All our employees carry photo ID – please ask to see it if you’re not sure.

If you're unsure about anyone claiming to be from South East Water, please call our Customer Service team on 0333 000 0001(opens in a new tab).

Your smart meter will simply be switched over at the location where your water meter was originally fitted, which will normally be on the boundary of your property.

Under normal circumstances, fitting your smart meter will take around 10 minutes. However, this might differ from location to location, based on what’s happened since your current meter was installed.

We may need to dig out the stop tap to complete the installation. If we expect this to cause disruption, we’ll make an appointment with you to keep disruption to a minimum.

Yes, when we install your smart meter we’ll need to turn your water supply off for a small amount of time. Don’t worry, this is usually only for a matter of minutes.

We're really sorry you're having problems with your water pressure after your smart meter was installed. It’s important you let us know so we can get your water pressure back to where it should be.

Please call our Smart Metering team on 0333 323 5850 (Monday to Friday, 8am to 7pm). For emergencies outside these hours, call 0333 000 0365 and we’ll help resolve this.

We need to turn your water supply off for a small amount of time while we install your smart meter.

If you have no water once the installation is complete, please contact our Smart Metering team on 0333 323 5850 (Monday to Friday 8am - 7pm). For emergencies outside of these hours, please call 0333 000 0365.

Don’t worry, we’ll return to your property as quickly as possible and get your taps flowing again.

If you spot a leak after your smart meter has been installed:

• Turn off your water supply if you can
• Call our Smart Metering team on 0333 323 5850 (Monday to Friday 8am - 7pm). For emergencies outside of these hours, please call 0333 000 0365.
• We’ll look into whether the leak is because of the installation or an issue with your existing pipework, and let you know what to do next.

Please note, we are not responsible for repairs to leaks within your property boundary.

If you had a leak after your smart meter was installed, we know you could be worried about paying for water that's been lost.

Please contact us here(opens in a new tab) if you have a leak as we may be able to help.

You don't have to struggle alone if you are concerned about your bills and payments. Please get in touch. Our agents will be compassionate and are trained in handling calls with confidentiality.

For more information visit: https://www.southeastwater.co.uk/help/priority-services/help-paying-your-bill/ (opens in a new tab)

If we’re unable to install your smart meter, we’ll leave a card at your property to let you know we visited and will return on another date.

Your smart meter records water usage at your home at regular intervals throughout the day. This information is sent to us automatically.

The readings are close-to-real time and as we learn more about how you use water, we’ll be able to provide you with advice on how you can save water and save money.

For example, if your smart meter shows you’re using water overnight, it might mean you have a leaking toilet. A leaky loo can waste up to 400 litres of water a day which is the same as five full baths or the average family’s water bill, without you even knowing. If you think you might have a leaky loo, you can find out more here.(opens in a new tab)

Yes, personal information such as your name, address and bank details are not stored on your new meter. Your new meter only records how much water you use. This data is then sent to us automatically through our secure wireless network.

You can read more about how we use your personal data in our privacy policy.

We plan to install around 880,000 smart meters across our supply area by 2035. This means we need a strong and reliable network to help our meters communicate.

We’re working with a company called Connexin who provide this network. They have lots of experience helping other water companies with their smart metering programmes.

If you'd like to find out more about Connexin, please visit their website(opens in a new tab) for more information.

There are two types of technology that the network uses:

LoRaWAN® (Long Range Wide Area Network)

LoRaWAN® gateway which is a device that helps smart water meters send their readings to the network. It acts like a bridge, collecting signals from the meters and passing them on so that the data can be read.

NB-IoT (Narrowband Internet of Things)

NB-IoT technology allows your smart water meter to connect directly to the local cellular network, just like a mobile phone. It sends your meter readings automatically and securely, without needing any extra equipment or gateways installed nearby.

Water meters are often located in places like underground meter pits or in basements, where signals can be blocked. Having more gateway locations helps make sure the smart meter can work properly to collect readings.

Although the gateways can send signals over long distances, materials such as metal and the ground can weaken the signal. This is why gateways need to be placed closer to the meters.

Yes, as the smart network is built, devices that communicate wirelessly will be installed on things you see on every street, such as streetlights. These devices are called gateways and look like a rectangular metal box. A gateway acts like a bridge, collecting data from smart meters and passing it on to us.

A company called Connexin is building the smart network and you may see their teams installing gateways nearby over the coming months.