Frequently asked questions
What do I need to do when I move?
We know moving can be a stressful time with lots of things to do.
Take a look at our handy moving house checklist to help you get everything sorted:
- Meter reading
Take a meter reading on the day of your move for the property you are moving out of and your new home. Your meter is usually installed in the path outside your drive or garden.
- Let us know!
Complete our form to let us know your moving details. If you're registered with MyAccount then you can update your details quicker here.
- Stop Tap
It’s a good idea to find out where your internal stop tap is in your new home in case you need to turn off your water. It’s usually found under your kitchen sink.
- Check for leaks
- Order your free water saving devices
- Manage your account online
The easiest way to manage and view your account is with our online My Account. As soon as you have your customer reference number which can be found on your bill, you can register for My Account and you'll be able to:
- Make payment online
- Let us know you’re moving
- Give a meter reading
- Apply for a water meter
- View payment details and plans
You may also find the free downloadable home-moving checklist from Which useful.
Good luck with your move.
How Can I let you know if a tenant is moving?
The easiest way for landlords and agents to let us know of a tenancy change is through LandlordTAP, a dedicated national website.
You can advise us about properties you own or manage and the changes of tenancy or ownership.
If you’d rather contact us direct, complete our moving form or call Customer Services on 01202 590059.
I’m new to a water meter, what should I do?
By having a water meter you are joining over 80% customers benefiting from cheaper water bills. That’s because you’ll only be paying for the water that you use.
Finding your meter
We’ll usually install the meter in the path outside your drive or garden within a chamber. The chamber will have a lid usually labeled ‘meter’ or ‘water’.
Reading your meter
When you’ve found your meter, you may want to use a screwdriver to help lift the lid and a cloth to wipe any dirt so you can see the dials clearly.
We aim to read your meter every six months, so if we don’t have a meter reading when your bill is due, we’ll send you a bill with an estimated read. If you’re able to provide us with your own reading at this time, we can update your bill based on your reading.
Checking for leaks
It’s much easier to spot leaks when you have a water meter as you can see how much water is being used. It’s therefore important to keep an eye on your water usage, especially if you believe it’s higher than normal.
Take a look at our leak check guide
Your new bill layout
You’ll receive a bill every six months, click here to see how your bill is set out.
What do I need to do about my meter when I move?
On the day that you move, please take a meter reading and let us know online either at My Account, on our move form or give us a call to take the details.
If it’s difficult to read your meter, let us know at least 10 working days prior to your move date and we’ll arrange this for you.