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How can we help?
Use the FAQ search to quickly find what you are looking for...
Popular
Why has my metered bill increased, but I’m not using any more water?
Your bills are based on your water usage, so the reason for your bill increasing may be due to: More water being used than expected – guests staying, watering the garden, decorating Payment plan changes Previous bills were estimated meter reads that were...
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...
How is my bill calculated?
Your bill is made up of a variable charge and a fixed charge. Fixed charge This covers our costs for supplying water and taking away and treating used water. You’ll find our latest charges document here. Variable charge If you are on a meterThe variable charge is based...
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...
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 the right. If it’s difficult to read...
What do I need to do when I move house?
Let us know you’re moving online or we’ll call you back if you prefer. Please complete the details in our Arrange a free call back section on the right. 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...
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 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 free call back section on the right.
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 the right.
Can I get a discount on water that doesn’t drain to the sewer?
Yes, if you are being charged for sewerage that includes surface water drainage and you believe that your surface water doesn’t enter a public sewer, complete our form to apply for a reduction. If you use a large amount of water outside of your home, you may want to...
Why are bills so high in the South West?
In the South West we enjoy miles of open countryside and coastline – and this has an impact on our water and wastewater bills. For example, the cost of the many thousands of miles of pipes we need to get drinking water to everyone in our area, and to take wastewater...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...