Bills

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My bill is in credit, can I get a refund?

If your latest bill is in credit and the bill is based on a reading  rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or closed your account, your final bill will show any credit balance. If you’ve confirmed your forwarding address, we'll try to refund...

How is my unmetered bill calculated?

Your bill is made up of a fixed charge and a variable charge. Fixed charge - This covers our costs for supplying water and taking away and treating used water. Variable charge - This is based on the Rateable Value of your property. This is the figure that we use to calculate this charge on. Here is an example of how we calculate unmetered bills: A yearly bill for a family living in a house...

How much water does an average person use?

The national average annual usage figures have been taken from The Consumer Council for Water and are listed below:   Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High use 1 45 66 100 2 55 110 136 3 82 136 175 4 110 165 210 5 136 182 245 6 155 200 265 1 cubic metre = 1000 litres Your usage may be lower or higher for different...

Where is the external stop tap?

The external stop tap (which is our responsibility) will usually be installed at the boundary of your property in the pavement. If you’re on a water meter the stop tap may be installed inside the meter chamber. To turn off your water supply in an emergency, you should use your internal stop tap. There are 2 types of external stop taps, which can be switched off by: A square plastic head - turn 90...

Bills

Can I change my payment plan?

The easiest way to change your payment plan is to talk to us so that we can advise you of the range of options available and make sure you're on the most suitable payment plan. We can arrange a call back to do this. Please complete the details in our Arrange a free call back section on this page. There's more advice here if you find that you are struggling to pay your bill.

Can I view a copy of my bill?

Yes, you can view your bill online at MyAccount. If you need a paper copy, we’ll call you back to arrange to send this within the next week. Please complete the details in our Arrange a free call back section on the right.

Why has my payment plan increased?

The main reasons why your payment plan has increased are: You might have higher consumption over the last 12 months There’s an outstanding amount on your bill You may have previously been in credit which has now decreased There may have been a delay in the date of your bill and start of your payment plan If this hasn’t explained the increase, we can call you back to discuss it in more...

How is my metered bill calculated?

Your bill is made up of a fixed charge and a variable charge. Fixed charge - This covers our costs for supplying water and taking away and treating used water. Variable charge - This is based on the amount of water you use in cubic metres. 5% allowance is given for the water that doesn’t go back into our sewers for drinking, cooking and gardening. Here is an example breakdown of how we calculate...

Bills FAQs