What do I need to do when I move house?
What do I need to do when I move house?
Let us know you’re moving online by completing one of the following forms:
Or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on this page.
If you’re moving from or into a home with a meter, we’ll need the readings from all the meters on the date of the move. If it’s difficult to read your meter, let us know at least 10 working days prior to your move date and we’ll arrange this for you.
If you’re moving from or into a home without a meter, you can let us know in advance but we’d recommend you tell us within the month that you’re moving, to make sure the completion date is confirmed.
Moving out of our area
If you’re moving out of our area, or you’re not responsible for bills at your next property, we’ll send you a final bill to your forwarding address.
Landlords and letting agencies
Let us know who is responsible for charges by using the national web portal Landlord TAP.
How can we help?
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...
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, we can call you back. Please complete the details in our Arrange a free call back section on this page. If you've already registered for My Account and...
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...
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...
What do I do if I have a leak on my shared supply pipe?
If the leak is occurring on a section of pipe that one person only is responsible for, they will need to arrange for its repair. You can report a leak using our online form or call our leak reporting line on 0800 230 0561. There's information here about leaks on shared...
How do I report a leak on my supply pipe?
You can complete our online leak form or call our Services Helpline 0344 346 2020 It will be your responsibility to repair it and approved plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme [WIAPS]. We’ll send you an information...
What do I do if I have a leak inside my house?
You can watch our video to find out where the leak is. If you’ve confirmed a leak inside your house by carrying out a leak check on the meter or can hear or see running water, you’ll need to speak to a plumber to check your internal pipework or fittings. Approved...
Can I go back to unmetered charges if I’ve switched to a meter?
If you don’t think that switching to a meter was of any benefit, you have 2 years from when the meter was installed to go back to unmetered charges. For more information on this and exceptions, please see our Code of Practice on Charges, Bills and Water Meters. If you...
Can I have an external use sub-meter for my garden?
You may benefit from having an external use or sub meter if you use a large amount of water externally, for example: A very large garden that you water by hosepipe or sprinkler for more than 15 minutes each day A garden pond larger than 1 cubic metre or 220 gallons in...
How do I decide whether to have a water meter?
You can use our calculator to estimate what your bill would be if you switched to a water meter and then compare this against your annual unmetered bill. On average you could save up to £400 a year. If you decide you’d like to apply, take a look at our quick guide to...