How we work out your bill

If you want to know more about your bill, how we work it out, our charges, or how your meter measures the amount of water you use, then you’ve come to the right place.

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What do I pay for?

Water

This is the clean water we supply to your home that comes out of the taps. If you're on a meter we'll measure this in cubic metres. If you're unmetered we'll base this on the rateable value of your property.

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Sewerage

This charge is for the water we take away and clean after you've used it. We assume that 95% of the water you've used will come back to us through our sewers.

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Surface water

This charge is for taking away all the rainwater that falls on your home through our sewers. If your surface water doesn’t go into a public sewer, you can apply for a rebate. 

Dog on lead

Highway drainage

This charge covers the cost of draining water from roads and footpaths into the public sewer.

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Standing charges

This covers the cost of creating your bill, customer service, reading your water meter (if you have one) and maintaining public pipes and sewers.

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Did you know?

1 cubic metre is 1000 litres, which is around 12 baths full of water or 3,334 cups of tea!

How much will I pay?

Our bills are a little different depending on which services you get from us. For more detailed information, tell us if you have a water meter:

Need a little help?

Help paying your bill

We don't want anyone to have to worry about paying their water bills, so please get in touch or apply for one of our schemes.

Help to pay

Priority services

We want to make sure everyone is happy and safe, and we have lots of ways to help make that happen - you just need to let us know how we can help.

Priority Services Register

How do we keep bills low?

Save water

We help our customers save water. Making a few small changes can make a big difference - you'll save money too! Visit our save water page to read our top tips and get your FREE water saving kit.

Water saving tips

What we're doing

We’re always looking for ways we can innovate and improve the way we do things. By thinking differently we can deliver more for you and keep bills low.

Read about how we innovate

Documents

How do you charge me?

We send you a bill. This shows all the services we provide for you and tells you how much they cost. If your services are supplied by two different companies, then whichever one of them supplies your water will bill you for both sets of services.

What if I don't think I should pay the bill or I think my bill's not accurate?

If you’re not responsible for paying the bill or the information on it’s not right, you need to get in touch with us within 7 days of getting your bill. We want to help make sure everything is right, but if you don’t let us know, we can’t help.

What happens if I don't pay my water bill?

If you’re not responsible for paying the bill or the information on it isn't right, you need to get in touch with us within 7 days of getting your bill. We want to help make sure everything is right, but if you don’t let us know, we can’t help.

If you don't pay your bill we’d have to start recovery action, county court claims and you may have to pay the legal costs. We don’t want this to happen, so if there's a problem, just give us a call.

Just remember your account performance is shared with Credit Reference Agencies.

What if I can't afford to pay my water bill?

We don't want anyone to have to worry about paying their water bills, so please get in touch or apply for one of our help to pay schemes.

What should I do if I'm a tenant?

For rented homes it’s usually the person who lives there and uses the water who has to pay the bill. Sometimes bills are included in your rent, so it's worth checking your tenancy agreement.

We’ll only send the landlord the bill if they’ve let us know they’re responsible for paying it.

What if I think I'm connected to a septic tank?

Some of our customers have a septic tank that treats their waste water. If you’ve got one of these you could be entitled to a rebate, so give us a call on 0345 1 24 24 24 and we’ll see what we can do. If you’ve already let us know you have a septic tank then you’ll already be paying a lower sewerage charge.