All about compulsory metering

1. We'll send you a letter

This is to let you know when we'll be in your area to fit your water meter.

2. We'll carry out a survey

This is to check if we can fit a water meter at your property, and where it'll need to go.

3. We’ll fit your water meter

If we have your mobile number, we’ll text you a week before we start work to let you know we’re coming. You can make sure we have your mobile number by updating your contact details on My Account or calling us on 0345 357 2407. ​ ​

If we don’t need to dig​

We’ll fit your meter either inside your property boundary (usually on the driveway or front garden) or on public pavement. We won't need to come into your home, so you don't need to be there when we do this.​ It should only take us about 30 minutes to fit the meter. We'll set up barriers and equipment to make the area safe. We'll do our best to keep any noise and disruption to a minimum.​ ​

If we need to dig inside your property boundary​

If we need to fit your meter inside your property boundary, usually on your driveway or in your front garden, it should only take us about two hours to fit the meter. We'll dig a hole, but we'll set up barriers and equipment to make the area safe. We'll also fill the hole by using material as close to the original as we can within three working days. Sometimes the new material doesn’t quite look the same as the old straight away because the old material has been affected by the weather. We'll do our best to keep any noise and disruption to a minimum. ​ ​

If we need to dig outside your property boundary​

If we need to fit your meter outside your property boundary, usually on the pavement. It should only take us about two hours to fit the meter. We'll need to dig a small hole outside your boundary, but we'll set up barriers and equipment to make the area safe. We'll also fill the hole in using material as close to the original as we can within three working days. Sometimes the new material doesn’t quite look the same as the old straight away because the old material has been affected by the weather. We'll do our best to keep any noise and disruption to a minimum.​ ​

We'll need to turn the water off​

We'll need to turn your water off for a short time. Our engineers will knock on your door to let you know when they're going to turn it off and back on again, so you know what's happening. If you're at home, it's best not to use any water appliances, like the washing machine or dishwasher, until you know the water Is back on.​ ​

We may need access to your driveway or parking space​

There's a chance we'll need access to your driveway or parking space for a short time if it's near where we're fitting the meter.​ ​

We'll let you know when we've finished​

When we've done the fitting, we’ll knock on your door to let you know what we’ve done and leave a leaflet with you which contains everything you need to know about your new meter and any next steps. ​ ​

4. Moving to metered charges

If your water meter was fitted before the 1st April 2024, you have up to two years from the date it was fitted to move to metered charges. If your water meter was fitted after the 1st April 2024, you have one year from the date it was fitted to move to metered charges. ​ ​

This is unless:​

• You ask to move to metered charges ​
• It becomes clear that you’d have been paying less on metered charges over the last six months, determined by meter readings​
• You move out from your home ​
• You reach the end of your transition period to metered charges.​ ​

We’ll send you cost comparison letters when we read meters in your area (we read them twice a year), so you’ll see what you’d pay on metered charges. It may not have six months’ readings to compare, but it’ll give you an idea of what you’ll pay. If you’re on our Low Income Fixed Tariff (LIFT), you won’t be moved to metered charges and you won’t receive cost comparison letters. ​ ​

We’ll send you your new metered bill​

Once we’ve fitted the meter, you’ll receive your first metered bill within the next 20 days, covering only fixed charges. This is a fixed charge payable in advance by all customers on a water meter as a contribution towards the maintenance of the supply and other costs like customer service. When metered charges take effect part way through a billing year, the fixed charge will be apportioned. If you pay by Direct Debit, you don’t need to do anything; we’ll adjust your payments for you. After that you’ll receive your bill every six months. ​ ​

Register or Log in to My Account ​

In My Account, you can view and manage your meter reads and check exactly how much water you're using.​