If you’re having difficulties paying your bill, don’t worry or struggle in silence – get in touch. Our people will work with you, based on your individual needs and circumstances, to make it as easy as possible for you to manage your water bill. Click here to find out more about how we can help you.
Frequently asked questions
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 contact us 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 you directly in to your bank or send you a cheque.
If we haven't got your forwarding address, the credit will stay on your account until you let us know.
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 operational activites, for example: managing the infrastructure for supplying water and taking away and treating waste water, reading and maintaining your meter, account maintenance and managing enquiries.
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 metered bills:
| A family of 4 use 45 cubic metres of water in 90 days on a dual supply (water and sewerage including surface water drainage) |
Water charges from 1st April 2022:
| Volume charge | £1.9219 | 45 m3 x £1.9219 = £86.49 |
| Fixed charge (for 90 days) | £10.2255 | £41.27 yearly charge ÷ 365 days x 90 days = £10.23 |
| Sub total | £86.49 + £10.23 = £96.71 | |
Sewerage charges from 1st April 2022:
| Volume charge | £3.1317 | 95% x 45 m3 x £3.1317 = £133.88 |
| Fixed charge (for 90 days) | £13.4778 | £54.66 yearly charge ÷ 365 days x 90 days = £13.48 |
| Sub total | £133.88 + £13.48 = £147.36 | |
Total:
Water - £96.71
+
Sewerage - £147.36
- Government contribution - (£50 yearly credit ÷ 365 days x 90 days) - £12.50 credit
= £231.57 for a family of 4 using 45 cubic metres of water in 90 days on a dual supply.
Take a look at our metered bill layout explanation and latest charges which has more detailed information.
How do I change or remove a name on my bill?
You can contact us to discuss changes because;
- You’ve got married
- You've legally changed your name
- You are adding or removing a person to your bill account
- You are advising us of a correction to a billing address.
Can I pay regularly by instalments?
Yes, if you’d find it easier to manage your bill my paying more regularly, we have payment plans available:
If you don’t have a meter:
Annual bills with payment due on 1 April each year for the year ahead.
| Payment plan | Details |
| Half yearly | 2 Instalments allowing you to pay half on 1 April and half on 1 October by Direct Debit |
| Monthly |
10 Direct Debit instalments from April-January 10 or 12 Standing Order instalments 10 or 12 instalments with a payment slip |
| Fortnightly | Payments every 2 weeks with a payment slip |
| Weekly | Payments every week with a payment slip |
If you have a meter:
Bills every 3 months
| Payment plan |
Details |
| Quarterly | 4 Direct Debit payments per year |
| Monthly |
12 Direct Debit instalments 12 Standing Order instalments 12 instalments with a payment slip |
| Fortnightly | Payments every 2 weeks with a payment slip |
| Weekly | Payments every week with a payment slip |
Payment slips can be paid at your bank or building society, by post or free of charge at a Post Office or Paypoint outlet.
If you choose to set up a payment plan, you’ll receive 2 bills a year when we attempt to read your meter to ensure your payment plan is right for the amount of water you use.
To set up a payment plan log on to MyAccount.
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 operational activites, for example: managing the infrastructure for supplying water and taking away and treating waste water, account maintenance and managing enquiries.
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 where the property's Rateable Value was set at 250 on a dual supply (water and sewerage including surface water drainage) |
Water charges from 1st April 2022:
| Variable charge | £1.52 | RV 250 x £1.5235 = £380.88 |
| Fixed charge (annual) | £162.75 | £162.75 per year |
| Sub total | £380.88 + £162.75 = £543.63 | |
Sewerage charges from 1st April 2022:
| Variable charge | £3.72 | RV 250 x £3.7198 = £929.95 |
| Fixed charge (annual) | £160.45 | £160.45 per year |
| Sub total | £929.95 + £160.45 = £1090.40 | |
Total
Water - £543.63
+
Sewerage - £1,090.40
- Government contribution - £50.00 credit
= £1,584.03 for a year on a dual supply where the Rateable Value of the property is 250.
As there is no meter at this property, this charge is not based on how much water is being used. There's more information here on switiching to a meter.
Take a look at our unmetered bill layout explanation and latest charges which has more detailed information.
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Read about important security changes to MyAccount in 2018