Understanding your bill

The way that we bill you depends on whether you’re a metered or a non-metered customer. You can find out if your account is metered or non-metered by checking the top of your bill. You can also find out by logging into your My Account.

Metered

If you have a meter, we normally read your meter twice a year and send your bill shortly after.

Using less water can help you save money on your bills. We have lots of water-saving tips to help and you can get free water saving devices.Take the short quiz to claim yours.

• Understanding your metered bill

Non-metered

If you're a non-metered customer, you'll receive one bill a year for a fixed amount, regardless of the number of people living in your home. This is usually calculated using Rateable Value.

If we couldn’t install a meter at your home, then you'll be billed using Assessed Charges, which is based on the number of people living in your home.

Getting a meter puts you in control of your bill by making sure you only pay for the water you use – it also helps to spot leaks too. Find out more and apply today!

• Understanding your non-metered bill

Have our prices changed?

Our tariff – the amount we charge for the supply of clean water is reviewed each year.  From 1 April 2023, there's an increase, but we've worked hard to keep this change as small as possible.  

• Find out more

Are you struggling to pay your bill? We're here to help.

If you've had a sudden life change and need some time to get back on your feet, we may be able to arrange a payment break.

You can spread the cost of your bill with a flexible payment plan.

If you’re receiving benefits, such as Universal Credit or Job Seeker’s Allowance, you may be eligible for a reduced bill.

• Help with paying your bill

Contact us to find out how we can help

• Arrange a call back from one of our advisors.
• Chat to us via WhatsApp; add our number, 07745659300, to your phone, or click here to start a WhatsApp chat (we’re available 8am-6pm Monday–Friday).

• Rateable Value

  Non-metered charges are based on Rateable Values.

  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, so the higher the rateable value the more likely it is that you will be charged.

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

• Assessed Charges

  If we've tried to fit a meter at your property but couldn't, you may be billed based on assessed charges. This means you receive one bill a year, but we calculate these charges based on the number of occupiers in the property.

  If you're on assessed charges and need to update your details, please contact us.

• How we invest your money

  We supply over 3.86 million people and families with clean and reliable water, and we continuously invest to keep our services running throughout the year.

  In 2023/2024, we are set to invest around £150 million to keep your taps flowing with high-quality drinking water and at the same time protecting the environment.

  We'll be investing in innovative technology to drive down leakage, with an aim to have reduced leakage by 20% by 2025.

  We're replacing pumps to make them more efficient, installing innovative technology to help us detect problems faster, and finding new and more sustainable ways to move your water from source to tap. Not only will this help to guarantee we have enough water to meet future demand, it will also help to protect our beautiful and rare local chalk streams.