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Bills Bills FAQs


What do I need to do when I move house?

Let us know you’re moving online by completing one of the following forms: New Customer, Returning Customer, Moving within the South West Leaving the South West Or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on this page. Metered propertiesIf you’re moving from or into a home with a meter, we’ll need the readings from all the meters on...

How can I contact you?

You'll find all of our contact information here, which includes our most frequently asked questions, arrange a free call back form and our telephone numbers.

What standards apply to water pressure?

We have a statutory requirement to supply water by gravity continuously for domestic purposes at a pressure that will; ‘reach the top of the top-most storey of every building’ (Water Industry Act 1991 Section 65) We also have service standards which are agreed with Ofwat that require a minimum supply pressure of 7 metres head (approximately 10 psi or 0.7 bar) , measured at the point where our...

How do I know if I have a leak?

If you’re on a meterYou may have received a bill that shows a larger amount of usage than normal which may indicate a leak on your supply pipe. Watch our guide or follow our steps below to find out how to check for a leak. Step 1 – Make sure all your appliances (like the washing machine) and taps are switched offStep 2 – Find your water meter, usually in the footpath at the front of your house....


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. Volume 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