If you're on a joint supply
If you share a water supply and pay us on behalf of your neighbours, the £50 reduction will still apply if you and your neighbours’ properties are liable for council tax.
If your neighbours or anyone else is paying money through you for water and/or sewerage services, you are a ‘reseller’ and you are legally responsible for passing on the reduction. There’s more guidance here about your responsibilities as a reseller
You can claim for the reduction by completing the Reseller Registration form
If the neighbours pay less than £50 a year for water and/or sewerage charges, you’ll get a reduction equal to that amount to pass on to them.
How can we help?
Use the FAQ search to quickly find what you are looking for...
How do I report a leak on my supply pipe?
You can complete our online leak form or call our Services Helpline 0344 346 2020 It will be your responsibility to repair it and approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme [WIAPS]. We’ll send you an information...
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 and taps...
Why has my metered bill increased, but I’m not using any more water?
Your bills are based on your water usage, so the reason for your bill increasing may be due to: More water being used than expected – guests staying, watering the garden, decorating Payment plan changes Previous bills were estimated meter reads that were...
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...
Can I change my payment plan?
We’ll need to talk to you about your payment plan and the options available. We can arrange a call back to do this. Please complete the details in our Arrange a free call back section on the right.
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...
How is my bill calculated?
Your bill is made up of a variable charge and a fixed charge. Fixed charge This covers our costs for supplying water and taking away and treating used water. You’ll find our latest charges document here. Variable charge If you are on a meterThe variable charge is based...