On the move
How can we help?
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Why is my water white or cloudy?
It’s caused by air becoming trapped in the pipes, usually when repair work has been carried out. This is known as aerated water and it’s safe to continue drinking. A glass of aerated water will clear from the bottom upwards in about 30 seconds. Aerated water will normally clear quickly by running the cold kitchen tap for a short time. It’s quite common for water from hot taps to be white or cloudy...
How do I change or remove a name on my bill?
We can call you back to discuss changes because; You’ve got married You've legally changed your name You are adding or removing a person to your bill account You are advising us of a correction to a billing address. Please complete the details in our Arrange a free call back section on this page.
Why do I need permission to build over or close to a public sewer?
We need to approve your proposal of works (even if you have already had planning permission granted) as your building could cause damage or prevent access to the sewer. Some conservatories and minor works don’t always need planning and/or building regulation approval, but if you plan to build over or close to a public sewer please contact us for advice. You'll find more information 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 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...
Moving home
What do I need to do about my meter when I move?
On the day that you move, please take a meter reading and let us know online either at My Account, on our move form or we’ll call you back to take the details. Please complete the details in our Arrange a free call back section on this page. 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.
What do I need to do when I move house?
Let us know you’re moving online by completing one of the following forms: New Customer, Returning Customer, Moving within the South West Leaving the South West Or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on this page. Metered propertiesIf you’re moving from or into a home with a meter, we’ll need the readings from all the meters on...
How can I let you know if a tenant is moving?
If you’re a landlord renting out a property, you can let us know who is responsible for charges at your property by using the national web portal Landlord TAP. You can use this portal to quickly and easily inform us of: Properties you own or manage Changes of tenancy in these properties Changes of ownership/management The portal allows you to view and maintain your property portfolio online and...
Billing
What will the charges be at a house that I’m moving to?
Your Estate or Property Agent should be able to provide you with more details. If the property has a water meter, you'll be charged for the amount of water you use in cubic metres. If not, the charge is based and calculated on the Rateable Value of the property. If you’d like to check if the property is on a meter, we’ll call you back to confirm this. Please complete the details in our Arrange a...
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 chosen a user ID you can log in here.
Can I get a discount on water that doesn’t drain to the sewer?
We already give a 5% discount if you are on a meter, for water you use which doesn't return to our sewers, for example garden watering, car or window washing. If you use a large amount of water outside of your home, you may want to consider paying to have an external sub meter. Surface water is rainwater that drains from any part of your property (the roof or driveway for example) in to our...
Why are bills so high in the South West?
From 1st April 2018, our average annual household bill for water and wastewater services is £491, compared to £493 in 2009/10. This follows a series of price freezes, bill reductions and below inflation rises in recent years. In fact, we’re the only water and wastewater company not to increase its average bill in 2018/19. Furthermore, we have maintained our pledge made in 2015 to keep average...
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. 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 supply pipes. 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...
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 (like the washing machine) and taps are switched offStep 2 – Find your water meter, usually in the footpath at the front of your house....
Saving water
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...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving kit. Flush-saving devices, showersavers, timers and tap inserts are available to help reduce water usage. You can read more about...
How do I order a water butt?
You can order a water butt from the specialist savewatersavemoney. By installing a water butt directly to your gutter downpipe, you will collect rainwater from the roof and can then use it for watering plants, topping up a pond or washing your car. On average every year enough rain water runs off the roof to fill around 300 standard size water butts.