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Water meters FAQ

Would I benefit from having a water meter?

If you use relatively little water, opting for a free meter should mean smaller bills. So, if you have a small household or use water efficient methods and appliances, you could benefit from having a meter fitted. Many people find that they make a conscious effort to use less water once they have a meter fitted. If you are using less water you are also heating less water and this could help you to save on your energy bills and reduce your (and our) carbon footprint, as well as saving on your water bill. 

Our ‘Could you save with a meter?’ leaflet helps you determine whether you will be better off on a meter. You can learn more about water meters or for a copy of the leaflet please visit the library or call 08457 090 646.

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Can I change my mind if I get a meter fitted and I don't benefit as I'd hoped?

Yes but you must tell us within 12 months of the date we fit the meter or within 30 days of receiving your second bill. We will leave the meter in place but we won’t charge you from it. Remember that you must pay by meter if you use a garden sprinkler, you fill or top up a swimming pool, or your bill is for a non domestic (business) property.

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Is it free for you to fit a meter for me?

Almost everyone can have a meter fitted for free but there are some rare exceptions. We will only charge you if we have to replace your internal stop tap (£29.38 inc VAT) or if we have to move the meter after we have fitted it (we always ask you to sign to confirm that you are happy with the place we have fitted it on the day that it is done).

When you ask us to fit a meter for you we will usually only come out to visit you once. During this visit we will check that your property is suitable for a free meter and fit the meter at the same time. We will check that we can fit the meter without any complications, that the stop tap is in good working order and that you agree for the meter and cables to be fitted where we recommend.

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How big is the meter ?

We describe the meter as being about the size of a 1kg bag of sugar.

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Where will you fit the meter?

Our fitters will check that we can fit the meter externally without any complications. This is always the option we will take if we can. If an external fit is not possible then we will check to see if an internal fit is possible

Sometimes we might have to fit the meter in a different place but we will explain this to you before we do any work to fit. 

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At a later date, can I have the meter moved to a different location?

Because we ask you to sign to confirm you are happy with the place we have fitted the meter on the day that it is done we will ask you to pay if you change your mind at a later date. If you have any worries or questions about where the meter will be fitted you should ask the fitter before they start work.

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Will I be able to read my own meter?

Yes in most cases. You should read the meter from left to right. Only read the black digits (or those to the left of the decimal point on the digital display) as these digits show the number of whole cubic metres of water used (and this is what we show on your bill).

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Where will you fit the reading device and does it need electricity?

Our fitters  will be checking that we can fit the meter externally without any complications. This is always the option we will take if we can. If external fit is not possible then we will check to see if internal fit is possible

We usually attach the reading device ( touchpad ) to the front of your property as it needs to be accessible for our meter readers all the time. It doesn’t need electricity.

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What happens to my current bill?

We start charging you using your meter as soon as we have fitted it. If you’ve paid unmetered bills in the meantime we’ll adjust your charges, taking it off your metered bill if you’ve paid too much.

You’ll receive a bill every six months. We will aim to base at least one of the two bills that you get ina  year on an actual reading. The other might be an estimate based on how much water you’ve used before, but you can update this online or by calling us.

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I have just moved in to a property and it has a meter, can I go back to paying an unmetered bill?

No, only the original occupier who requested the meter to be fitted can go back, and they can only do that if they fit the criteria explained above.

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I am the tenant of a property, do I need my landlord's permission for a meter?

Yes you still have the right to apply for a meter, but you should let your landlord know that you are applying. If you have a short term lease of less than 6 months, you must get written permission from your landlord.

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Can I apply for a meter on behalf of someone else, eg an elderly relative?

Yes, as long as we can confirm with the person whose name is on the account that they are happy for you to do this on their behalf. They can be do this either on the phone or by letter.

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What if I am unable to have a meter fitted?

If you have recently applied for a water meter, but one was unable to be fitted, you might be eligible for one of our assessed charge tariffs. These are based on the type of home you live in (for example, flat or terraced / semi - detached / detached property). If you live alone (where no children, partner or any other individual is living at the property), you may also be entitled to our Single Occupier Assessed Charge Tariff. For more information, please contact our Customer Relations Team on 08457 500 500.

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If it is not possible to fit a meter, can I have an alternative to the usual unmetered Rateable Value bill?

We do offer an alternative charge called the assessed volume charge. We base this on the type of property that you live in, eg. flat, terraced, semi-detached or detached. If we can’t fit a meter to your property, one of our customer advisors will be able to explain this charge to you and tell you if you will benefit from it.

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I’m also a business customer, do I have to have a meter fitted?

Yes you do. The Water Services Regulation Authority (Ofwat) agree that all business customers must have a meter. If your business is not metered, please contact us and we will fit one for you free of charge.

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