How is my bill calculated

The way that we bill you depends on whether you are a metered customer or a non-metered customer. On the top of your bill it will say if your account is metered or non-metered. You can also find this information on your MyAccount Dashboard.

Metered

If you are a metered customer then you have a water meter at your property and we will bill you for the water you use.

We will normally read your meter twice a year, and send you your bills shortly after readings are taken. This year, the national lockdown meant that some customers have had an estimated read, but we are now able to take normal readings again. If you've spent more time at home this year, you may find you've been using more water than average, leading to a higher bill. To tackle this, you may find our tips for reducing water usage helpful.  

• Your Metered bill explained
• Get free water devices

Non-metered

If you are a non-metered customer then you don’t have a water meter at your property and your bills are calculated using Rateable Value instead. You will receive one bill a year and it is a fixed amount and is not related to the number of occupiers in your property.

• Your Non-metered bill explained
• Get a meter

Find out more information about:

• Rateable Value

  Rateable Values are set by the Valuation Office of the Inland Revenue and are loosely based on what the average rental value of your property would be.

  We base our non-metered charges on the Rateable Value assigned to each property, so the higher the Rateable Value for a property the larger the non-metered charges will be.

  More information about Rateable Value can be found on our regulator OFWAT’s website.

• Assessed Charges

  If we have tried to install a meter at your property but couldn’t do so then you may be instead be billed on assessed charges. This means you receive one bill a year just like non-metered customers, but we calculate these charges based on the number of occupiers in the property.

  If you are on assessed charges and need to update your details please contact us.