View all current alerts (3)
How are we doing?
View our frequently asked questions >
contact us >
New customer? Start here.
Save time and manage your account online
Register today, it's quick and easy.
Need extra help?
The Priority Services Register (PSR) is free to join. It helps us know who may require extra help, and look after any customers with communication, access or health needs.
Apply for Priority Services
Do you need a statement?
View a summary of your latest bills and payments with My Account. You can also download and print copies of your statement.
Apply for a water meter
Having a meter really puts you in control of your bill.
You can see how much water you use and if you use less water you are also likely to save on your energy bills!
We are here to make your move easy.
It takes just 5 minutes to tell us online.
Do you have no water?
Use our checklist to help identify the cause of a loss of supply.
Find out more
FREE water efficiency check
To help you save water, save energy and save money, with every meter fitted we're offering a Home Water Efficiency Check (worth around £80) for FREE!
Do you have low pressure?
Find out what could be causing low water pressure in your home.
Hello. Sign in.
You are here : At Home > Frequently asked questions
Just type in your question or keyword(s) and we'll show you the most relevant answers.
All properties are charged for water by one of two methods:1. Since 1989 all new properties must have a meter installed which measures the amount of water entering the property. In addition, customers may have asked us to fit a meter. This allows us to calculate charges for water supply based on how much water is being used. 2. If there is no meter, properties, particularly domestic properties built before 1989, are charged for their water services based on the Rateable Value of that property.If your charges are based on the rateable value of your property, i.e. you don't have a meter, your bills will not take into account the number of people at the property or how much water you use. Unfortunately, you cannot change your rateable value and neither can we. The values have not been updated for nearly 20 years and no new properties built since then have been given a rateable value. As this system does not use the current banding used for Council Tax, it will not be affected by changes to your property or your circumstances.Since your charges are not affected by how many people are in your property or how much water you use, a single occupier in a property with a high rateable value could be paying far too much for their water. Also, properties that seem to be the same can have a different rateable value and smaller properties, for example purpose-built flats with good amenities, may have a higher rateable value than larger properties. We would prefer that customers had a meter fitted and were charged for the water they use, as rateable value is not an ideal basis for charging, particularly as it has not been updated for many years. We believe charging on a meter is fairer and easier to understand. If you decide to have a meter fitted, you can apply online >If you are on benefits and have 3 or more children under 19 living at home or have a medical condition that means you use more water than an average household, you will need to be metered to be eligible for our WaterSure scheme.About rateable valueUntil 31 March 1990 the rateable value of your property was used by local authorities to calculate the general rates payable for each property. The rateable value was set by the Valuation Officer, who is an Executive Officer of the Inland Revenue. Rateable value was first replaced by the Community Charge and this was subsequently replaced in 1992 by the Council Tax. Rateable value has no effect on your council tax and changes in your council tax banding will not affect your rateable value.Further information regarding rateable values can be obtained from your local council. The use of rateable value as a charging method has been the subject of government review.
If you prefer to speak to us, you can call us on 0345 357 2401 (Metered Accounts) or 0345 357 2402 (Non-metered Accounts).
Opening Hours: Mon-Fri 8am to 6pm - Saturday 8am to 2pm
Browse by category
Registered office: Tamblin Way, Hatfield, Hertfordshire, AL10 9EZ.
Website design & build by Switch