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How can we help?
Use the FAQ search to quickly find what you are looking for...
Popular
What is a cubic metre?
A cubic metre equals 1000 litres of water. If you’re on a meter, the variable charge from 1st April 2020 for 1 cubic metre is: For water - £1.9101 For sewerage including surface water drainage – £3.3364 For sewerage excluding surface water drainage - £2.8364
How can I contact you?
You'll find all of our contact information here, which includes our most frequently asked questions and our telephone numbers.
Why do I have low pressure?
If you’ve noticed sudden low pressure:There could be a few reasons for this, a burst main for example that is causing a sudden dip in your pressure or flow. You will need to carry out a few checks: Check if the low pressure is only affecting your hot water, this would...
What are the current Assessed charge prices?
If you receive a single service (either water or sewerage) your annual 2020/21 assessed charges will be calculated: Assessed charge type Water only Sewerage onlyincluding surface water drainage Sewerage only excluding surface water drainage 1...
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 give us a call to take the details. If it’s difficult to read your meter, let us know at least 10 working days prior to your move date and we’ll...
What do I need to do when I move?
We know moving can be a stressful time with lots of things to do. Take a look at our handy moving house checklist to help you get everything sorted: Meter reading Take a meter reading on the day of your move for the property you are moving out of and your new home....
How Can I let you know if a tenant is moving?
The easiest way for landlords and agents to let us know of a tenancy change is through LandlordTAP, a dedicated national website. You can advise us about properties you own or manage and the changes of tenancy or ownership. If you’d rather contact us direct, complete...
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...
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.
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...
Why are bills so high in the South West?
From 1st April 2020, our average annual household bill for water and wastewater services is £470, compared to £491 in 2019/20. This follows a series of below inflation rises in recent years. This is unlike many other water companies who are announcing average bill...
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. 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...
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...
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: Yearly water use in Cubic Metres m3 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...