Your meter reading

Find out how to read your meter and submit your reading.

Washing machine

We've changed the way you submit meter readings

We’re always looking for ways to improve your experience so it’s as good as possible. To submit a reading, you now need to log in to your online account. Once you're in, you can see whether we need a meter reading from you and submit your reading. It’s also quicker and easier!

Don't have an online account? Don't worry! You can create an online account in a few simple steps.

Create an account

Reading your meter

We’ll take your meter reading at least once a year. Most meters now have a device that allows us to take a reading without needing to disturb you.

If we can't take a reading, and your meter is inside, we’ll leave you a card so you can send us your own reading.

Please only read your meter if it's inside your home and it is safe for you to do. If your meter is outside then please leave it to us.

Submit a meter reading

To submit your reading, please log in to your online account. If you don't have an online account yet, don't worry, setting one up is quick and easy!

What information do I need to submit a reading?

To give us a meter reading, you will need:

  • your customer reference number (you can find this on the top of your last bill or letter)
  • your reading (the black numbers from your water meter)
  • the date you took the reading.

Where is my water meter?

Your meter is most likely to be found next to the internal stop tap, usually under your kitchen sink or in the garage or it may be outside under a small manhole.

How can I tell which is my meter?

Your meter serial number is shown on your bill. If you need to check this you can run a tap and see the meter dials turning. Please only do this if it's safe for you. 

How do I read my water meter

If it’s safe to do so, it’s really simple to read your meter. You just need to find the black numbers shown on the meter screen, which tells us the amount of water you've used in cubic metres (1 cubic metre = 1000 litres).

I can't access my meter, what can I do?

Don't worry if you can't access your meter. We'll usually read it every 6 months. Estimates are based on previous use if we have this.

Is it safe and secure to transmit my reading from the electronic device?

Your reading is only transmitted when we're in the area, which is usually twice a year. The signal is encrypted and doesn't contain any of your personal details. The signal uses a very low frequency that can only be used for meter reading. For comparison, the signal strength is the same or lower than the one that opens your car door or operates a wireless doorbell. The government regulates us to make sure that we are operating well within safety standards.

Why do I need to log in to submit a reading?

We’re always looking for ways to improve your experience so it’s as good as possible. By Logging in to your account, you’ll be able to see if we need a meter reading from you. It’s also quicker and easier!

How do I create an account?

Creating an account is easy.

You will need:

  • your customer reference number
  • your postcode
  • your phone number
  • your email address.

When you create your account, you’ll need to create a password. Your password must be eight characters or more and have at least one lowercase and capital letter, it also needs a number or symbol.

Create an account

Why can’t I submit a reading?

We usually only need a meter reading from you every 6 months. If the submit a meter reading option is unavailable, this means we don’t need one from you.

When can I give you a reading?

You can submit a meter reading every 6 months. You can find out if it’s time to submit your reading by logging into your online account.

You can also submit a meter reading if you’ve received an estimated bill. If you’d like an accurate bill, you have 2 weeks from the date on the bill to tell us your reading and we’ll amend it for you.

To see if have an estimated bill, turn to page 2 and look for your meter readings. Your latest reading will say either “actual” or “estimated” next to it.

How do you work out my monthly payments?

If you’re a new customer, we’ll base your payments on the amount of water we expect the number of people in your home to use.

Once you’ve been with us a while, we look at the balance on your account and your last two meter readings. We use these numbers to work out what your charges will be for the next year.

We normally review your payments every 12 months, but if we see a big change in your water use, we may amend your payments sooner.