Understanding your water bill

Our clean water supply tariff is reviewed annually and approved by Ofwat, our regulator. From 1 April 2025, there will be an increase. Find out more about the price increase here

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. We or any other water company cannot change this value.

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

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 Job Seeker’s Allowance, Pension Credit, or Universal Credit, you may be eligible for a reduced bill. For more information, please visit our Help to Pay page.

If you have any questions regarding your account, you can view, pay, and get help with your bills online by using Affinity Water, My Account. My Account is the quickest and easiest way to manage your account online. Alternatively, you can contact our billing team.

Your Direct Debit may automatically increase if your bill goes up.

If you have a metered bill, your Direct Debit may be increased to make sure you have enough money in your account to pay the next bill. This is called a Budget Review.

The updated Direct Debit amounts will be shown on your bill.

If you don’t have a payment plan in place, you’ll need to pay the full amount on your bill by the due date. To make things easier, you can set up a Direct Debit to split your payments over the year. Simply log in or register for My Account

Your water bill might go up for various reasons, and some of the most common ones are:

• More people than usual staying in your home
• New appliances that use more water, such as a power shower or garden sprinkler
• Problems with your toilet, taps, showerheads, boiler, or radiator
• Leaks through your overflow pipe or internal pipes
• Home renovations that use more water

Find out more why your bill might be high.

If you have an outstanding balance on your account, we may contact you to help set up a payment plan. Sometimes, we need to ask a debt collection agency to help arrange a plan that you can afford. The debt collection agency works independently, and we don't control how they operate, but we’re here to support you through the process and ensure a fair and manageable arrangement.

If your account is overdue, it could affect your credit rating. Find out how we share your information with credit agencies.

We exchange personal data with credit reference agencies to maintain accurate records, prevent fraud, and identify customers at risk of debt. This helps us manage debt and keep prices lower for everyone. Paying your bill on time can positively impact your credit rating.

Find out more about how we share data with Credit Reference Agencies and what this means for you.