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 2019/20
Water Charges 2018/19
How we are sharing our success
Visit our WaterShare page to find out more
How your charges are assured
Visit our Charges Assurance page to find out more.
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.
Can I build over a public sewer?
Yes, if your extension or proposed building work is over or within 3 metres of a public sewer or lateral drain, you’ll need to let us know. You’ll need to check our guidance notes to ensure you meet the criteria and if so, complete the Declaration of works form online...
What do I do if I have a blocked drain or sewer?
For blockages on a public sewer, please contact us on 0344 346 2020 so that we can confirm responsibility. We’re responsible for maintaining public sewers and we’ll attend within 4 hours to unblock the sewer, free of charge. If you are the homeowner, you are responsible...
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...
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...