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...
My bill is in credit, can I get a refund?
We can discuss the details with you by calling you back. Please complete the details in our Arrange a free call back section on the right. If you’ve moved or closed your account, we’ll try to give you a refund by direct credit in to your bank or by cheque if you’ve...
What area do you serve?
We provide water and sewerage services to Devon, Cornwall and small parts of Dorset and Somerset. Our region is nearly 4,300 square miles (11,137 square kilometres) in size. There are 1.6 million residents and around 5 million visitors a year. We provide clean water to...
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.If you can’t find your bill, we can call you back. Please complete the details in our Arrange a free call back section on the right.
How do I order a water butt?
You can order a water butt from the specialist savewatersavemoney. By installing a water butt directly to your gutter downpipe, you will collect rainwater from the roof and can then use it for watering plants, topping up a pond or washing your car. On average every year...
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. The fixed charge covers our costs for supplying water and taking away and treating used water. Variable charge If you are on a meterThe variable charge is based on the amount of water you use in cubic metres....