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...
What does the term 'average household bill calculation' mean?
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...
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.If you can’t find your bill, get in contact with us. If you've already registered for My Account and chosen a user ID you can log in here.
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 contact us 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,...
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. There's more advice here if you find that you are struggling to pay your bill.
Can I pay regularly by instalments?
Yes, if you’d find it easier to manage your bill my paying more regularly, we have payment plans available: If you don’t have a meter:Annual bills with payment due on 1 April each year for the year ahead. Payment plan Details Half yearly 2 Instalments allowing you to pay half on 1 April...