Retailers and commercial services
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My bill is in credit, can I get a refund?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or closed your account, your final bill will show any credit balance. If you’ve confirmed your forwarding address, we'll try to refund...
How is my unmetered 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 Rateable Value of your property. This is the figure that we use to calculate this charge on. Here is an example of how we calculate unmetered bills: A yearly bill for a family living in a house...
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 use 1 45 66 100 2 55 110 136 3 82 136 175 4 110 165 210 5 136 182 245 6 155 200 265 1 cubic metre = 1000 litres Your usage may be lower or higher for different...
Where is the external stop tap?
The external stop tap (which is our responsibility) will usually be installed at the boundary of your property in the pavement. If you’re on a water meter the stop tap may be installed inside the meter chamber. To turn off your water supply in an emergency, you should use your internal stop tap. There are 2 types of external stop taps, which can be switched off by: A square plastic head - turn 90...
How do I arrange for my private or business water supply to be tested?
If you are a household customer and are concerned about your water supply, please contact our Services Helpline on 0344 346 2020. If you have a private water supply e.g a borehole or well, or you are a business, you can arrange to supply us with a sample so that we can test it at our laboratory. Please complete our Laboratory Analysis form to request this.
What kind of laboratory tests and services do you carry out?
Our laboratory carries out a wide range of chemical and microbiological tests. We analyse environmental and recreational samples to support business’ meet their regulatory and public health requirements. If you’d like to make an analytical enquiry you can use our online form
When will I have the results of my sample?
After you’ve given us a sample, following quote and agreed analysis, we aim to provide you with an analytical sample report within 10 working days.
How should I deliver my sample to your laboratory?
You should bring your sample in a cool box or temperature controlled environment of 2-8 degree’s. We offer a courier driver to deliver samples between the designated collection points listed below across Devon and Cornwall to our Exeter Laboratory. Barnstaple (Roundswell) Depot Bodmin Depot Crownhill Depot Launceston (Stenlakes) Depot Tolgus Depot
What public health and environment services do you provide?
Our Laboratory analyses environmental and recreational samples to support businesses in meeting regulatory and public health requirements.
Do you carry out Legionella testing?
Yes, our laboratory is accredited for the analysis of Legionella in hot and cold water systems, swimming pools, spa pools and hot tubs. If you’d like to make an analytical enquiry you can use our online form.
What is the stability (preservation) time of a chemical or micro-organism within a sample?
The chemical and biological matter found in samples may degrade over time and therefore each chemical or micro-organism is allocated a time in which they should be analysed. This ensures that the result reported is representative of the sample when it was taken. Details of stability times allocated to chemicals and micro-organisms.
Can you test our trade effluent?
Yes. Our laboratory offers an independent analytical service for trade effluents. If you’d like to make an analytical enquiry you can use our online form
What does a CON29DW drainage and water search contain?
The Conveyancing 29 Drainage and Water (Con29DW) is designed to identify any liability that you may incur as an owner and uncover problems that may impact on the property value and lead to expensive maintenance bills. The search contains: An analysis of the risk of receiving low water pressure together with the possible remedial measures An assessment of the water quality Charging basis for the...