Your water bill
Our code of practice for your water bill, help with paying your bill and metering your water supply.
This document contains
Your water bill
- Bills for unmetered customers - How we bill you when you don't have a water meter (page 3)
- Bills for metered customers - How we bill you when you have a water meter (page 3)
- Surface Water and Highway Drainage for metered and unmetered customers - How we bill you for surface water drainage and the water that runs off the highways (page 4)
- Bills for assessed volume customers - How we bill you when we're unable to fit a water meter (page 4)
- Current charges - Where to find out current scheme of charges (page 4)
- I'm moving house, what do I do? - The steps you need to consider and take when moving house (page 4)
- What if I have a dispute about my bill? - What you need to do if you think you have not been billed correctly (page 5)
- How can I reduce my bill? - Ways you can save water and reduce your metered bill (page 5)
- As a tenant, when am I responsible for paying the bill? - Guidance on bill paying for tenants (page 5)
- As a landlord, when am I responsible for paying the bill? - Guidance on bill paying for landlords (page 5)
- Will you share my data? - When we will share you data with Credit Reference Agencies (page 5)
Help with paying your bill
- Our financial support schemes and payment options (page 6)
- Who else can I contact for help and advice? - Other organisations who can provide financial support and advice (page 9)
- What will happen if I don't pay? - The steps we will take to recover unpaid debt (page 10)
- Do you use debt collection agencies? - How we use debt collection agencies (page 11)
- Bailiffs - How we use bailiffs (page 11)
Metering your water supply
- What are the benefits of having a water meter installed? - Reasons why to have a water meter (page 12)
- Do I have the right to go back to an unmetered charge? - Guidance on reverting from metered to unmetered charges (page 12)
- Who has to have a meter? - Scenarios where meter installation is mandatory (page 12)
- Who does the meter belong to? - Legal ownership of the water meter (page 12)
- Where will the meter be? - Government regulations on where we can install your water meter (page 13)
- What happens if I want to move the water meter at a later date? - What you will need to do if you want to resite your water meter (page 13)
- How can I be sure that the meter is accurate? - How your meter is approved for accuracy by the Office for Product Safety & Standards (page 13)
- How will I pay if the property is metered? - How we will charge you when you are on a water meter (page 14)
- How can I update an estimated reading? - How to provide an actual reading if we have had to estimate your water meter reading (page 14)
- Will you check for leaks when you have a meter fitted? - What we will do if we spot a leak at your property (page 14)
- Handy tips to reduce your water usage - simple steps to save water and money when you are on a meter (page 15)
- What if I am a commercial customer - Who to contact if you are a commercial customer (page 15)