Frequently asked questions
Where can I find my customer reference number?
Your 10 digit customer reference number can be found at the top of your latest bill.
If you can’t find your bill, get in contact with us.
If you've already registered for My Account and chosen a user ID you can log in here.
How can I save money on my bill?
If you’re not on a meter
Switching to a meter may help reduce your bill. On average our customers save up to £400 a year by switching.
You can use our online calculator to estimate what your metered bill would be and if you choose to have a meter installed, you have 2 years to revert back to unmetered bills if you change your mind.
There’s more information about our social tariffs if you are on low income or are claiming certain benefits.
Why has my metered bill increased, but I’m not using any more water?
Your bills are based on your water usage, so the reason for your bill increasing may be due to:
- More water being used than expected – guests staying, watering the garden, decorating
- Payment plan changes
- Previous bills were estimated meter reads that were under-estimated
- A possible water leak on your underground supply pipe
- Faulty plumbing , dripping taps or overflow
- New appliances that use more water than expected
If this hasn’t helped answer your query please get in contact with us.
Do you offer help to anyone with additional needs?
If you need extra support due to your current circumstances, let us know and we’ll register you under our Priority Services scheme. Our scheme is available to anyone living within our region, even if you are not the bill payer.
Our scheme can help with:
- Alternative ways of getting information and bills
- Water deliveries in an emergency
- Written or telephone notice of an interruption to your water supply
- Reading your meter
Where is my meter located?
Generally we install meters outside of your home in the footpath or front garden. It will sit within a chamber under a small square or rectangular cover and will usually be labelled with ‘meter’ or ‘water’.
You may need to use a tool to scoop out any soil or rain water that has built up inside the chamber.
Your meter will have a unique serial number which is shown on your bill, so you need to check that it matches the number on the meter.
Sometimes your meter is located inside your home, usually under the kitchen sink or near the internal stop tap.
If you are still unable to find your meter, give us a call so we can advise how we can help.