Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

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  • About our charges

    Our charges for water and sewerage services and any changes to them are controlled by law and our operating licence.

    Our customers are an important part of our process for setting charges. We consult with them at length and take their views into account in our five-yearly business plan.

    Our economic regulator, Ofwat, examines our plan and sets a price formula that enables us to put the plan into practice while limiting increases in our charges each year.

    Within these limits, we may need to change individual charges by different amounts so that charges to customers are fair in reflecting the cost of the services. For example, this means that the increase in unmetered charges can be less or more than charges for metered services.

    In 2017-18 charges are increasing by around 3%. Your bill will change by more or less depending on the service you receive from us, how much water you use if you’re a metered customer or the rateable value of your property if you’re an unmetered customer. Few customers have an average bill.

    Charges applicable from 1 April every year are published by 1 February.

    Standing charges - metered bills

    These are based on the connection size of your meter and are payable by all customers connected for water and/or sewerage services. They include the cost of maintaining and reading meters for water supply customers.

    Your bill includes a proportion of the standing charge based on the number of days since your last meter reading.

    Sewerage bills include a charge for taking away rainfall running off roofs, drives and patios and highway drainage. This is included in the standing charge, not in the rate per cubic metre.

    The standing charge is an annual fixed charge.

    Standing charges - unmetered bills

    These are fixed amounts payable by all customers. These charges cover the cost of billing and reflect some of the fixed costs of providing you with water and/or sewerage services.

    Charges based on rateable value

    You may find that your water bill is different to a neighbour's bill, even though you both pay unmetered charges. This is because it is based on the rateable value of your property. We are required by law to use rateable values that were set by the valuation officer of the Inland Revenue on 31 March 1990. The rateable value, which cannot be changed by us, does not reflect your council tax banding. It means that if your council tax banding changes, your rateable value will not.

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