Frequently asked questions
How can I contact you?
You'll find all of our contact information here, which includes our most frequently asked questions and our telephone numbers.
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.
If you can’t find your bill, get in contact with us.
If you've already registered for My Account and chosen a user ID you can log in here.
Can I get help understanding my bill?
If you would like to receive your bill in an alternate format, for us to read it to you over the telephone, or for it to be sent to a nominated person, you can register for Priority Services.
Click here for more details.
How to read your meter
You’ll find your meter outside your front garden in the footpath under a small square cover which is usually labeled ‘meter’ or ‘water’. You may need to use a tool like a screwdriver to help you flip the cover up. You’ll need to check the serial number on the meter face against your bill to make sure you’re reading your own meter.
If your meter is indoors, it may be found under the kitchen sink or near the internal stop tap.
Reading your meter
The dials will look similar to the images below:
You can log in to My Account to send us your meter reading or complete our meter read form.
If you’re having trouble finding or reading your meter, see if a friend or neighbour can help or call us on 0344 346 1010.
How do I check for a leak on my unmetered supply?
If you do not have a water meter you’ll need to look for signs of a leak which could include:
- Damp patches within your home or driveway
- Mould on ceilings and walls
- A hissing or knocking noise coming from the pipes in your home
If you think you have a leak inside your property, let us know by completing our leak form so that we can see how we might be able to help you with the cost of your repair.
Seen a leak? See if we're on our way to fix it
For more frequently asked questions, click here.