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Frequently asked questions View all FAQs

Meters

Where is my meter located?

Generally we install meters outside of your home in the footpath or front garden. It will sit within a chamber under a small square or rectangular cover and will usually be labelled with ‘meter’ or ‘water’.     You may need to use a tool to scoop out any soil or rain water that has built up inside the chamber. Your meter will have a unique serial number which is shown on your bill, so you need to...

How do I read my meter?

Your meter will look similar to the meters in the pictures below;         How to read your meter If you have an outside meter, lift the chamber lid using a screwdriver or similar tool. You may need to use a tool to scoop out any soil or rain water that has built up inside the chamber. Make sure that the unique serial number on the meter matches with your bill. On the meter face, read the black or...

How long will it take to install a meter?

We’ll install the meter within 3 months of receiving your meter application. If there is a delay on the installation, we’ll use readings taken after the meter is installed to back-date charges to the date it should have been installed. Sometimes it’s possible to fit the meter at the time of the survey, which will only take a few minutes. However, if a new meter unit needs to be installed outside,...

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 want to go back to unmetered charges, please take a meter reading and we’ll call you back to take the details. Please complete the...

Leaks

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. If it’s not clear where the leak is, or it’s a section of pipe supplying a number of properties, it is the joint responsibility of the owners of the properties to reach an agreement on what needs to be done. We’d suggest you appoint 1 person to represent you all....

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 pack which will include help and advice on how to resolve your leak and the relevant claim forms if you qualify for a contribution or...

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 plumbers can be found through WaterSafe or on the Water Industry Approved Plumber Scheme (WIAPS) If you have insurance that covers this...

How do I know if I have a leak?

If you’re on a meterYou may have received a bill that shows a larger amount of usage than normal which may indicate a leak on your supply pipe. Watch our guide or follow our steps below to find out how to check for a leak. Step 1 – Make sure all your appliances and taps are switched offStep 2 – Turn off the internal stop tap (usually under your kitchen sink)Step 3 – Read all of the dials on your...

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