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...
How can I avoid exposure to lead?
The most effective way is to replace any lead pipework, solder joints or fittings. You’ll need to speak to a plumber. Approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme WIAPS. Approved plumbers may be able to advise and...
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...
Where will the meter be installed?
The meter needs to record all of the water used in your house and garden and be safely accessible to read. Outside meters are usually installed in the pavement close to your property boundary.Inside meters are fitted closest to the point where the service pipe enters...
How much water does an average person use?
The national average annual usage figures have been taken from The Consumer Council for Water and are listed below: Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High...
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 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. Variable charge - This is based on the amount of water you use in cubic metres. 5% allowance is given for the...