Billing FAQ

Billing

• What does my water bill include?
• Why do you bill me for my water supply and sewerage when my property is linked to another company’s sewers?
• My property receives services from a neighbouring water and sewerage company. Are there any alternative tariffs that may apply to me and so save me money?
• None of the rainwater from my home goes into the drains. Should this affect my bill?
• Why do you use 0845 phone numbers?

What does my water bill include?

Your water bill shows the cost of your water supply service based on the rateable value of your property. The bill also states the service charges for your property’s sewerage, again based on its rateable value. Sewerage charges cover surface water and used water charges for the property.

For more details click on Your bill.

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Why do you bill me for my water supply and sewerage when my property is linked to another company’s sewers?

Although we supply the water to your property, we also collect the sewerage charges on behalf of neighbouring water and sewerage companies where your property benefits from a sewerage service provided by them. Tariffs for the removal of foul water may differ for customers on a meter and rebates are available if your property is found not to be connected for surface water drainage.

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My property receives services from a neighbouring water and sewerage company. Are there any alternative tariffs that may apply to me and so save me money?

The alternative tariffs for sewerage and surface water drainage are as set out below, please contact the respective water and sewerage company for further detail.

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None of the rainwater from my home goes into the drains. Should this affect my bill?

If you can prove surface water from your property does not enter the drains we can reduce your bill by around £30.  If you pay someone else for surface water removal (like British Waterways) you could be entitled to a refund.  If you require further information you can request our Surface Water Drainage leaflet from the library.

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Why do you use 0845 phone numbers?

We do our best to make sure all 3.7 million of our customers can get in touch with us when they need us, whether that is by phone, email or online. Full details of why we have the phone numbers we have can be found on our 0845 numbers page.

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