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 currently obliged by the conditions of their licence to use RPI but from April 2020 the water industry regulator Ofwat will change this to CPIH (the Consumer Prices Index including owner occupier housing costs).
How can we help?
Use the FAQ search to quickly find what you are looking for...
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.
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...
How do I apply for a new sewer connection?
You can complete our sewer connection application form and return it to us by email, the guidance notes contain more information. You’ll need to arrange for a drain to be laid from your property to our sewer. If you need help in locating the closest public sewer, you...
Why has the water cover been marked with paint?
We use blue paint to either mark a location of a stop tap or meter when we’re planning maintenance work or when we know there’s a fault that needs resolving. Other utilities also use a different colour paint to mark locations of their apparatus for the same reasons.
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. Volume charge - This is based on the amount of water you use in cubic metres. 5% allowance is given for the...