I'm struggling to pay my bill
We understand that paying your bills can sometimes be a challenge. We’re here to help make it as manageable as possible for you with a range of options:
We offer a number of payment plans if you’d like to pay more regularly.
Switching to a meter
You may want to consider switching to a meter. You can estimate how much you could save here.
We’re happy to call you back to discuss the options available to you.
If you’re struggling with paying an outstanding amount, we’ll give you individual support and discuss how we can help you on our Debt Helpline on 0800 0830 283 (Minicom 0800 169 9965) Monday to Friday, 8am-8pm or Saturdays 9am-1pm.
There’s more information in our Code of Practice on payment and debt recovery.
How can we help?
Use the FAQ search to quickly find what you are looking for...
How can I check if the person at my door works for you?
Before you open the door, ask for either the persons ID card or password (if you’ve made an appointment with us and agreed a password) We’ll be happy to wait while you call us on 0344 346 2020 to check the person works for us.
Can I have a water meter if I live in a rented property?
Yes, if you have a tenancy for more than 6 months you have the right to have a meter installed (under the Water Industry Act 1999) We’ll ask for your landlords name when we carry out the meter survey so please advise your landlord you have applied for a meter.
Can I build over a water main?
No, you are not permitted to build within 3 metres of a public water main as we must have unrestricted access to repair, maintain or renew our main when required. There are further details of an alternative process (water main diversion) within our Guidance notes.
If I sell my house after installing a meter, will the new occupier have to pay metered charges?
Yes any new occupier will pay metered charges, even if you’ve reverted to unmetered charges within 24 months of having the meter installed.
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...