Our metering policy
In most of our region, we are defined as Seriously Water Stressed by the Environment Agency. Alongside our actions to reduce demand on the region’s precious water resources, we’re introducing water meters and measured charging to help customers understand their water use. Mandatory metering in these areas ensures fairer billing and helps reduce overall demand, which is a necessary change to ensure a resilient water supply now and for future generations.
To check whether your home is in a mandatory meter area:
You can quickly confirm whether your area is considered seriously water-stressed and therefore likely to be part of a mandatory metering programme by visiting CCW, by clicking the link below. Just enter your postcode on the CCW page, and it will show you whether your region is defined as Seriously Water‑stressed by the Environment Agency.
In addition to our mandatory metering programme, you must have a meter:
If a meter has not yet been installed at your property, you can still choose to apply for one sooner. Many customers prefer this because metered billing is often fairer and can help reduce bills, especially if you use less water than average or live in a home with a higher Rateable Value (RV).
If you would like a meter fitted before the mandatory installation programme reaches your area, we will supply and fit one free of charge, provided it is reasonable, practical and not unreasonably expensive.
You can contact our Metering Team on 03457 500 500 for more information or to apply.
We will install your meter as soon as possible and, where practicable, within 56 days (8 weeks) of receiving your application. In most cases, we can complete the installation within 1–2 weeks, although this may take longer during busy periods.
Your metered charges will start from the date your meter is installed and will appear on your next bill.
If we do not move you to metered charging within 56 days (8 weeks) of your request, we will automatically issue a GSS payment.
We will also make a GSS payment if we fail to attend your installation appointment within the agreed 2‑hour time slot, or we cancel your appointment without giving at least 24 hours’ notice.
We fit water meters free of charge in nearly all cases, as part of our commitment to helping customers save water and use water efficiently. A free installation depends on it being:
However, in some situations, we may not be able to fit a meter, for example, where property layout or pipework makes installation impractical, unsafe, or too expensive to complete. In these cases, we’ll make sure you’re placed on the fairest charging option available, such as an Assessed Charge.
Yes, if you request to move the meter after it has already been installed, a charge may apply.
This is because relocating a meter often involves additional work, pipe alterations, or excavation, which falls outside of a standard installation.
We’ll always discuss this with you beforehand and explain any costs so that you can make an informed decision.
If we’re unable to fit a meter, we’ll make sure you remain on the fairest charging option available. This means you’ll either stay on your current unmeasured tariff or, if it would reduce your bill, we may place your account on an Assessed Charge, where we estimate usage based on your household type or occupancy. You don’t need to do anything unless we advise otherwise.
If we ever have to impose a temporary restriction on non-essential use (commonly called a hosepipe ban) to safeguard essential supplies, the ban will cover both metered and unmetered customers alike.
Whether you can return to unmetered (rateable value) billing depends on why your meter was installed.
Please see below for further details on this.
Meters installed under Severn Trent’s compulsory metering programme
If your meter was fitted as part of Severn Trent’s mandatory metering programme, you cannot switch back to unmetered charges under any circumstances. This also applies if you were moved from rateable value (RV) billing to metered charges as part of this programme.
You also cannot switch to unmetered charges if you have a swimming pool, an automatic watering device or sprinklers at the property.
Business (Non-Household) properties
Business properties cannot revert to unmetered charges.
If you asked for a meter (optional metering)
If you requested the meter yourself for a household property, you may switch back to RV-based charges if:
If we agree that you will return to an unmeasured charge, we will confirm the date this change will take effect. Your meter will remain in place, and this does not prevent you from being switched back to measured billing in the future if your property is located in an area covered by our compulsory metering programme.
If you receive a bill based on an estimated reading, you can take a meter reading yourself and tell us what the actual reading is. You can do this by reading the black digits (whole cubic metres) from left to right. You can then tell us what the meter reading is online or by calling us on 03457 500 500. We will then send you a new bill. This can stop future estimated readings from being too high or too low and will make sure that you don’t get a surprise when you receive a bill based on an actual meter reading.
In legal terms, the water meter is our property, and you mustn’t remove it or instruct anyone to remove it for you (e.g. a plumber) under any circumstances. This is because it is a contravention of section 175 of the Water Industry Act 1991, and it is a criminal offence to interfere with, wilfully damage, or remove the meter. If you are convicted of doing any of these things, you could face a large fine. If you do remove the meter and refuse to have it refitted, we can fit an external meter at your property. If we had to do this, you would be liable for the cost.
There are normally three possible places that the Government regulations allow us to fit a water meter:
The position of the meter doesn’t affect who owns the supply pipe. You can find more information on the pipes you are responsible for below.
When we arrive, we will tell you where we will fit the meter. If you want it to be in a different place, you may have to pay the extra costs. If there are any costs associated with this, we will always confirm them with you before we do the work. If your property is more than 50 metres from our main, we must install the meter at the start of your supply pipe (usually at the highway boundary). If you are unhappy about where your meter is fitted, you do have the right to appeal to Ofwat.
Your meter is approved for accuracy by the National Weights and Measures Laboratory as well as the manufacturer before it leaves the factory. We will show you how to read the meter when we install it. You can ask us to test your meter if you think it might be inaccurate. The meter will be sent away for testing on calibrated equipment independently of Severn Trent Water. If it is confirmed to be inaccurate, we won’t charge you for the test. If it has over-recorded, we will refund you the amount we estimate has been overcharged on your latest bill. If it has under-recorded, we will not claim anything back from you.
Test records in recent years show that no meters have failed for being inaccurate by over-recording. They have been within accuracy limits or have failed for under-recording. If the meter is accurate you will have to pay for the test.
Very occasionally we may decide to test your meter if we think it might be necessary. We will pay for this, and we will increase or reduce your latest bill if we find a problem. Any adjustment would be based on how much water you normally use.
You will pay for your water and sewerage services based on how much water passes through the meter. You will also pay standing charges for billing and reading the meter, and a charge for surface water drainage. You will receive two bills each year (one every six months), and we will always aim for one of these to be based on an actual meter reading.
There are lots of ways that you can pay your bill, but Direct Debit is the easiest and most convenient. You can also use our account number and sort code to set up internet banking, pay with a Watercard or cash at any PayPoint outlet or use your payment plan or payment book. Visit our ways to pay page or call us for more information. Our Code of Practice, which is called ‘Your bill’, has lots more information about how to pay.
You can access this online by clicking below, or by calling us on 03457 500 500.
If you have a meter and you have used more water than usual, for example, if you used a garden sprinkler during the bill period, your bill should be higher. However, if you don’t think that you have used extra water, it may be that there is a leak in your pipe.
You can check this yourself in a few simple steps:
You can also check for other signs of a leak, such as areas of lush vegetation during dry periods, other obvious damp patches or a constant noise coming from the pipes in your home that sounds like the noise that is made when water is being used. Checking for any faults with water flowing through your toilet overflow (particularly for new bathroom fittings where the overflow is diverted back down the toilet flow) can be useful.
If we are installing a meter, we will check for any leaks on the service pipe. If we find a leak, we will tell you about it and repair it under our free repair scheme as long as we don’t need to do any more excavation. If further excavation is needed to repair the leak, then you will have to arrange for this to be done at your own cost. If further excavation is required, but you don’t repair the leak, then we can charge you for the extra water that is being used, and you won’t be eligible for any leakage allowances.
We strongly recommend that you read your meter regularly to make sure you don’t have any leaks. If you get a leak anywhere in the pipes on your side of the meter (within the property boundary), this can mean that you use more water and therefore you will get a higher bill.
It is your responsibility (or your landlord’s) to repair and maintain your part of the service pipe, in the same way as it is for the other pipe work and fittings in your home, even if the meter is some distance from your property.
It is our duty under the law to prevent the loss of water from the water supply network. If a leak that is your responsibility is not repaired under our free repair scheme or is not repaired promptly by the property owner, we may start legal proceedings under section 75 of the Water Industry Act 1991. You can find more details about our leakage policy and free repair scheme in our Leakage Code of Practice. Visit our leakage allowance page by clicking below, or call us on 03457 500 500 to request this.
If you’re struggling with your water bill because of low income, high essential water use, or broader financial vulnerability, there are two key schemes that may help: The Big Difference Scheme and WaterSure.
Where to get more information
If you're not sure which scheme is best for you, use our online eligibility checker, where we make it easy for you to find the right support or call us on 03457 500 500.
To make sure that your account move runs smoothly, we would prefer you to tell us at least five days before you move so that we can record a closing reading and organise the details. It is vital that you tell us at least two days before you move, otherwise you will have to pay the charges up to the earliest of the following dates:
If you are moving house and staying within our area, and your new property doesn’t have a meter, you can apply to have one fitted for free. Contact our Customer Contact Centre on 03457 500 500 for more information.
We need to know if you have individual needs. Please contact us to join our Priority Service Register. Being on the register means you can access the following services:
For further information, or if you wish to be added to our Priority Service Register, please either click the link below for more information, or contact us on 03457 500 500. We will take your details and arrange for our team to contact you or send a Priority Service Register information pack.
If a Severn Trent Water employee asks to come into your home, they will show you an ID card with their name and photograph on it. You can check their identity by calling 0345 604 1655, and we will confirm if they are genuine. Do not call any other number they give you or accept any excuses. If you are in any doubt, do not let them in. For your protection, we have a password scheme which can protect you against bogus callers. For more information, visit our accessibility pages or call us on 03457 500 500. If you use a textphone, you can also contact us on 0800 328 1155.
Our website is designed to provide you with answers and advice for many queries you may have. You can also pay your bill, apply for a meter, update your meter reading, check your water quality, change your address or report a leak. You can visit our homepage for more information on the services we offer.
For general enquiries or complaints about your bill, please call us on 03457 500 500. This line is open Monday to Friday: 9 am to 5 pm. Bank Holidays: Closed.
You can also email us. If English is not your first language and you need help, please call and ask for our Language Line service.
For operational emergencies (leaks/burst mains/sewer blockages/sewer flooding/dangerous apparatus) and general operational information or complaints about your water and sewerage services, please contact our Customer Operations Service Centre on 0800 783 4444. The centre is operational 24 hours a day, 7 days a week.
Please note that if you are calling from a landline, our 0800 numbers are free of charge, our 02477 number is charged at the local rate, and our 0345 number is charged at your operator’s rate.
Calls made from mobile phones will be charged at your operator’s rates.The postal address is:
Severn Trent
PO Box 407
Darlington, DL1 9WD
If you use a textphone, you can contact us on 0800 328 1155 (available 24 hours a day)
Our headquarters are located at:
Severn Trent Centre
2 St. John’s Street
Coventry, CV1 2LZ
If you only receive sewerage services from Severn Trent Water, your water may be supplied by South Staffordshire Water Plc. In this case, you should contact us if you have a query about your sewerage service, and South Staffordshire Water if you have a query or complaint about your water supply or bills.
You can contact South Staffordshire Water at:
South Staffordshire Water Plc
Green Lane
Walsall, WS2 7PD
01922 638 282 (general enquiries)
0345 607 0456 (billing enquiries)
0800 389 1011 (supply queries)
CCW is there to review all issues that affect your interests as a water customer, liaise with us and make representations on your behalf. CCW staff can give you free, independent advice on issues that affect you as a water customer, and they will investigate any complaints that you can't resolve directly with us through our own complaints procedures. They will also advise you if the matter you have raised is a dispute that can be settled by our regulator, the Water Services Regulation Authority (Ofwat).
You can contact CCW at:
CCW
23 Stephenson Street
Birmingham, B2 4BH
Data Protection
We will use the information we hold about you to manage your account. We may also use the information we have to contact you about other water-related goods and services. If you do not wish to be contacted, email us to let us know.
Additionally, we may share with and obtain information about you from other utilities, local authorities, government departments, credit reference agencies and other companies for use in any credit decisions, fraud prevention, and to pursue debtors. You can find further details in our Privacy Notice.
If you provide us with personal data, you have consented to us handling it for the purposes mentioned in our Privacy Notice. We may transfer your personal data to other organisations in any country only for any of the purposes mentioned.
Under the UK Data Protection Law, you have the right to make a subject access request.
To request access to your data, please use our online form or complete our Subject Access Request PDF form.
You can also write to:
SAR Officer
Severn Trent Water
2 St John’s Street
Coventry, CV1 2LZ
Other terms that may apply
Additional terms may also apply. Use the links below to go directly to more information about each area: