Our price promise
Our five-year Price Promise is to keep average household bill rises below inflation until 2020.
At the same time, we are spending around £1billion on improving our services to you.
Our Price Promise is a direct result of what you, our customers told us when we consulted you. You told us that you want us to keep our costs and prices down, but not at the expense of future service levels.
The £50 Government Contribution for all our household customers will continue to reduce bills again this year.
If you’re switching to a meter you’re also forecast to reduce your bill by an average of £300 - £400. Exact savings will vary according to the services you use, your tariff and the amount of water you use or the rateable value of your property.
The ‘average household bill’ calculation is used by the water industry to ensure all companies present information in the same way. It is calculated as ‘total household revenue ÷ total household customers’. The industry uses it as it is the most consistent way for stakeholders to compare bill movements. It will not represent the bill many customers will receive, due to a number of factors such as metered or unmetered, single or dual service provision, size of rateable value or water consumption.
RPI inflation for the previous November is used as the basis for any bill changes. Companies are obliged by the conditions of their licence to use RPI and not CPI, however this is being reviewed by Ofwat.
How can we help?
Use the FAQ search to quickly find what you are looking for...
Why do I have no water?
There could be a few reasons for this: Emergency work on a burst main Planned work where we’ve notified you in advance An airlock in your system following work An issue with your internal plumbing Neighbours carrying out work on a joint supply Have a look at our In...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving...
How do I change or remove a name on my bill?
We can call you back to discuss changes to your name because you’ve got married, adding or removing a person to your bill account or correcting a billing address.Please complete the details in our Arrange a free call back section on the right.
Why do I have low pressure?
If you’ve noticed sudden low pressure:There could be a few reasons for this, a burst main for example that is causing a sudden dip in your pressure or flow. You will need to carry out a few checks: Check if the low pressure is only affecting your hot water, this would...
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...
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...