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Bills Bills FAQs


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 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 much does a new water connection cost?

We’ll provide you with a quote which will be specific to your connection requirements after we’ve completed a site survey. The quote will be made up of: Connection costs (all work, materials required for us to make connection) Traffic management (depending on the location of our water main, there will be costs involved in managing the traffic) Infrastructure charges (all properties connecting to...

Where can I find plans of pipework in my area?

For location of private pipework in your area contact your local District Council or check your house deeds. If you are a land or property owner you can request an asset plan by emailing Source for Searches.  For solicitors/conveyancers looking for a water and drainage search (CON29DW) can find more information at Source for Searches. You can visit us at our head office in Exeter between 9am and...


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