How your bill is set
In setting prices for our customers, we consider the current pressures on household incomes and the investment we need to improve services and water quality such as investing in our assets, responding to issues on our network of pipes, and protecting natural resources for future generations. At the same time we are improving our efficiency which will further reduce our costs and keep bills as low as possible.
We charge for water based on either the amount of water you use if your supply is metered, or the rateable value of your property if you don’t have a meter. In addition, we apply a standing charge to cover the cost of billing and administration.
What does your bill pay for?
Need help with your bill?
We understand that some of our customers may have problems paying all of their household bills. If you’re having difficulty please visit our help page.
The £50 reduction
In the South West there is also a Government contribution of £50 reduction on household bills, which will be applied until 2020. This aims to address the unfairness of 3% of the nation’s population in our region supporting the £2 billion Clean Sweep clean-up of a third of the country’s bathing waters. You can find out more information here.
Water Charges 2018/19
How we are sharing our success
Visit our WaterShare page to find out more
How your charges are assured
How can we help?
Use the FAQ search to quickly find what you are looking for...
What do I need to do when I move house?
Let us know you’re moving online by completing one of the following forms: New Customer, Returning Customer, Moving within the South West Leaving the South West Or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section...
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...
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: Yearly water use in Cubic Metres m3 Number of people living in your home Low use Average use High...
What standards apply to water pressure?
We have a statutory requirement to supply water by gravity continuously for domestic purposes at a pressure that will; ‘reach the top of the top-most storey of every building’ (Water Industry Act 1991 Section 65) We also have service standards which are agreed with...
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...