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We’ve just begun to fit Smart meters in a pilot phase before increasing the number of meters offered. Right now, we can only accept requests for Smart meters in a small area of our region. Check if we’re in your area, and if you can currently have one, here.

If you’re not currently able to have a Smart meter, you can still apply for an Automatic Meter Reading (AMR) meter.


What is an AMR meter?

An AMR meter is a meter that automatically collects and transmits the water used to us at regular intervals when a vehicle drives by to register the data.

What is a Smart meter?

A (Smart) AMI meter is a meter that communicates to us directly. AMI meters provide real-time data up to 30 times a day on water usage, allowing customers to monitor their consumption patterns.

We want to keep you up to date about the fitting of your smart meter. If we have your email and mobile number, we’ll let you know when we’re coming. If we don’t have your details, you can sign up for My Account to provide it or log in and edit your details.


There's lots of benefits to getting a water meter fitted, such as:

  • Only pay for what you use
  • Track your how much water you’ve used and see where you can reduce, helping to save water
  • Find leaks at your home early and prevent wasting water, saving both water and money
  • Help to keep more water in our local environment by using less water.

If you’ve recently requested a Smart meter to be fitted, you’re probably wondering what you can expect. By knowing what to expect, we can help make the process easier and smoother for you.

Here's what you can expect

1. Booking your appointment

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After your appointment is confirmed, we’ll send you a text and email to confirm. We’ll also send you a reminder seven days, and 24 hours, before we come.

2. We'll check we can fit a Smart meter at your property

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One of our team will come over to your property to see if we can fit a Smart meter at your property and where it should be fitted. We’ll be working in and outside your home, so you need to be in. If we can’t fit the meter at the appointment, we’ll need to come back (we’ll let you know when to expect us).

3. We’ll fit your Smart meter

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During the fitting of your Smart meter, we’ll need to turn your water off for a short time. We’ll knock on your door to let you know when the water is off and back on again. During this time, it’s best not to use any water appliances, like the washing machine or dishwasher. If you aren’t going to be in, it’s best to turn any water appliances off before you leave. 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.

Looking at where we can place your meter, there’s a chance we may have to dig a small hole to complete the fitting.

Fitting without a dig

  • We’ll fit your meter either inside your property boundary (usually on the driveway or front garden) or on the public pavement. This process should only take about 30 minutes. We’ll set up barriers and equipment to ensure the area is safe.
  • This type of meter fitting is possible when we easily access the stop tap and replace or fit the meter right away.

Fitting with a dig

  • If we need to dig to fit your Smart meter, this should take about two hours. We’ll dig a hole and set up barriers and equipment to keep the area safe. We will fill the hole using material as close to the original as possible within three working days. Sometimes the new material doesn’t quite look the same as the old material initially, but over time, the new material will weather similarly.

4. We may have to fit the meter inside your home

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If we can’t fit the meter outside, we’ll need to fit the meter inside. We always try to install meters externally and only fit an internal meter when this is not possible, for example, homes on a shared pipe. To book in the appointment, we’ll send you a letter asking you to call us to book a time that suits you.

The meter is usually fitted on the cold-water feed to the first cold tap on the system or at the same location as your internal stop tap. This is the tap on the cold-water pipes that turns off all the water. Typically, this will be under the kitchen sink but could be in a bathroom.

5. Moving to metered charges

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When we’ve fitted the Smart meter, we’ll move your account from unmetered to metered charges in five working days. You’ll receive your first metered bill within 20 working days of the move. After that, you’ll receive your bill every six months.

If you’re on our Low Income Fixed Tariff (LIFT), you won’t be moved to metered charges. To find out more about LIFT, visit Low Income Fixed Tariff (LIFT)

When you first swap, your bill will show 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 services.

Are you registered on our Priority Services Register?

If you’re clinically vulnerable, have sight or hearing impairments, or additional health needs, you can join our free Priority Services Register. Registering helps us be aware of your needs and know how to support you better. For more information and to register visit call us on 0345 357 2402 or use the button below:

Register for Priority Services

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