Frequently asked questions
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 contact us 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 you directly in to your bank or send you a cheque.
If we haven't got your forwarding address, the credit will stay on your account until you let us know.
Can I view and manage my account online?
Yes, you can register at MyAccount. You’ll need your customer reference number (the first 8 digits) which can be found on your bill.
When you’ve registered, you’ll be able to:
- Pay online
- Change your contact details
- Give a meter reading
- Request paperless billing
- Let us know if you’re moving
- Apply for a water meter
- Apply for a leak or renovation allowance
- View payment details, plans and bill history
- View meter reading history
Information is safe as it’s sent via a secure server and your details won’t be passed to any third parties unless you’ve told us otherwise.
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 check that it matches the number on the meter.
Sometimes your meter is located inside your home, usually under the kitchen sink or near the internal stop tap.
If you are still unable to find your meter, give us a call so we can advise how we can help.
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 give us a call if you prefer.
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.
What do I need to do about my meter when I 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.
You can read more of our frequently asked questions here.