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Did you know you can manage your bills easily with MyAccount. You can pay and view bills, submit meter readings, update your contact and payment information, move house and switch to paperless billing. Register today using your customer reference number (the first 8 digits) which can be found on your bill.
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If you’re having difficulties paying your bill, don’t worry or struggle in silence – get in touch. Our people will work with you, based on your individual needs and circumstances, to make it as easy as possible for you to manage your water bill. Click here to find out more about how we can help you.
Frequently asked questions
My bill is in credit, can I get a refund?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can contact us so that we can discuss the refund with you.
If you’ve moved or closed your account, your final bill will show any credit balance. If you’ve confirmed your forwarding address, we'll try to refund you directly in to your bank or send you a cheque.
If we haven't got your forwarding address, the credit will stay on your account until you let us know.
How is my metered bill calculated?
Your bill is made up of a fixed and volume charges.
Fixed charge - This covers our costs for operational activities, for example: managing the infrastructure for supplying water, reading and maintaining your meter, account maintenance and managing enquiries.
Volume charge - This is based on the amount of water you use in cubic metres.
Here is an example breakdown of how we calculate metered bills:
 |
A family of 4 use 45 cubic metres of water in 90 days. |
Water charges from 1st April 2024
| Volume charge | £1.1042 | 45 m3 x £1.1042 = £49.69 |
| Fixed charge (for 90 days) | £6.47 | £26.25 yearly charge ÷ 365 days x 90 days = £6.47 |
| Total | £49.69 + £6.47 = £56.16 | |
How do I change or remove a name on my bill?
Please contact us to discuss changes because;
- You’ve got married
- You've legally changed your name
- You are adding or removing a person to your bill account
- You are advising us of a correction to a billing address.
Can I pay regularly by instalments?
Yes, if you’d find it easier to manage your bill my paying more regularly, we have payment plans available:
Direct Debit
By phone with a credit or debit card
Internet or phone banking
Pay online
PayPoint
At a bank or Post Office
By post
You can set up a payment plan by logging in to MyAccount or call our Customer Services
How is my unmetered bill calculated?
Your bill is made up of a fixed charge and a variable charge.
Fixed charge - This covers our costs for operational activities, for example: managing the infrastructure for supplying water, account maintenance and managing enquiries.
Variable charge - This is based on the Rateable Value of your property. This is the figure that we use to calculate this charge on.
Here is an example of how we calculate unmetered bills:
 |
A yearly bill for a family living in a house where the property's Rateable Value was set at 250 |
Water charges from 1st April 2024:
| Variable charge | £0.5988 | RV 250 x £0.5988 = £149.70 |
| Fixed charge (annual) | £26.25 | £26.25 per year |
| Sub total | £149.70 + £26.25 = £175.95 | |
As there is no meter at this property, this charge is not based on how much water is being used. There's more information here on switching to a meter.
Take a look at our unmetered bill layout explanation and latest charges document here.
