Serving parts of North West London and the Home Counties.

 

 

   About your bill

Metered


 

Your questions answered

 

Why has my usage increased?

Water Usage Calculator - Find out how much water you use

How am I charged?

Volume charge

Standing Charges

Waste Water Charge

Where each £1 of your bill is spent

Cost Comparison Letters and My Bill (Water Saving Programme)

Other tariffs

Low income tariff

WaterSure Scheme

Full list of our charges

 

 

Why has my usage increased?

There are many reasons why your bill may be different from usual.

  • Your previous bill may have been based on an estimated read.

  • Are you using more water than you think, check below for common reason for using more water than expected.

  • Changes in behaviour – think what differences has happened over the past six months e.g. have more people stayed at your home? Have you installed a new power shower or boiler or do you have a faulty appliance or dripping tap?

 

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How am I charged?

As a metered customer we aim to read your meter every six months and send you the bill. At times we may need to estimate your reading but we will note this on your bill.

You are charged for the volume of Water and Waste Water plus a fixed standing charge. The bill is measured in cubic metres (M3) and 1 m3 equals 1000 litres.

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Volume Charge

A charge for the amount of water you use based on the reading from your meter. Your water consumption is the pattern of water use which is measured by your water meter.

If you are a metered customer, it is easy to check the water you have used by regularly taking a reading from your water meter. If you are unsure how to do this, please click here to watch our technician Rob show you how to take your reading.

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Standing Charge (Water and Sewerage)

All customers pay standing charges as a part of their bill. If you are a metered customer, your standing charges cover the customer related costs, e.g. sending bills, providing connections etc. as above, plus the additional fixed costs associated with providing a metered service. This means that the charge includes meter reading, metered billing and the costs associated with installing, maintaining and replacing the meter (averaged over the meter life).

Standing charges do not change with the amount of water you use and cover the cost of services that are the same for all customers. If you move properties, you will only be billed for the standing charges for the time you are responsible.

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Waste Water Charge

In you live in our Central or East region you will get a bill for water charges and for Waste Water removal on behalf of Thames Water or Anglian Water. The waste water charges are set by these companies and we have no control of the charges, and we only collect on their behalf to give you one combined bill.

If you live in our South East Region you will get a separate bill from Southern Water

You can find out which company is responsible for your waste water services by clicking on this link.

Click here to find out your supply region.

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Where each £1 of your bill is spent

Here is a breakdown of what we do with what you pay

Figures are based on our statutory financial statements for the year ended 31 March 2016

 

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Cost Comparison Letters and My Bill (Water Saving Programme)

If you have had a meter installed recently through the Water Saving Programme but have not switched to paying metered charges yet you will need to pay the bill you have received as usual, and continue to do so until you decide to switch to metered charges or when two years has passed and you will be moved to metered charges.

Your Cost Comparison Letter is not a bill, it shows your water usage and cost comparison and will help you decide whether you want to switch to a meter or if you need to work at bringing your water usage down first. We are currently slightly behind on reading meters and we are working hard to get back on top of this, please keep checking your My Account for the most up-to-date comparison.

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Other tariffs:

Low income tariff

For household incomes of less than £16,105.

We want to provide water at affordable prices to all of our valued customers. Our LIFT fixed-tariff is aimed at customers who have a low household income or are claiming benefits. To be eligible you need to have a household income of less than £16,105 excluding benefits and claiming one of the following benefits:

  • Income related Employment and Support Allowance

  • Income Support

  • Job Seeker’s Allowance

  • Housing Benefit

  • Universal Credit

  • Pension Credit

Click here to apply for the Low Income Tariff >>

 

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Watersure Scheme

The WaterSure Scheme works by capping your water charges, so additional water usage is not chargeable for vulnerable, high water consumption metered customers.. If you are on a water meter, who claim benefits and have a large family of 3 or more children OR have a medical condition that requires the use of extra water. Click here to find out more >>

 

Our regulators

Ofwat, our regulator, carefully monitors all our charges, and the charges scheme for all regions has been submitted to OFWAT. The charges are effective from 01 April 2017 to 31 March 2018. Click here to see our full charges.

The charges scheme for all our regions for all our regions is made under Section 143 of the Water Industry Act 1991.

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