Household bills and accounts

0345 600 3 600

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

customer.services@wessexwater.co.uk
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Water supply and sewerage

0345 600 4 600

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

operational.enquiries@wessexwater.co.uk
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  • Metering terms and conditions

    Assessed charge: If we can not fit a meter, we may be able to offer assessed charge, an alternative to rateable value. This is an annual charge based on the number of people living in your property. An assessed charge can only be applied if it is too expensive or physically impossible to fit a meter. Assessed charges will apply from the date of the survey.

    Communal services: If your property is supplied via communal or shared services, we may be unable to provide a water meter. In the case of multi-occupancy premises, such as a block of flats where separate meters cannot be installed sensibly, we will install a single meter producing a single bill if an individual or company accepts responsibility for payment.

    Earthing: If your property is built before 1966, incoming metal water pipes may be used as an earth for electrical systems. Fitting a water meter to your supply may mean that this kind of earthing system will no longer work. If you are in doubt about how your property is earthed, you should contact a qualified electrician for advice. If any work needs to be done, you will have to pay for it and may wish to consider this when deciding on whether to apply for a meter.

    Final unmetered bill: We will automatically stop charging you on an unmetered (rateable value) basis from the date your meter is fitted. If you owe us any outstanding unmetered charges, we will send you a final unmetered bill or reset your payment arrangement. Any money we owe you will be refunded to you when your new metered bill is set up. Your existing payment arrangement, ie, direct debit, will be transferred to your new metered account. The payments will be adjusted to reflect your estimated bill

    Free fitting within 30 days: Your meter will be fitted for free provided it is practical to fit one and the cost of fitting will not be unreasonable. When we fit your meter, your water supply may be turned off for a bit. If we fail to fit your meter within 30 days of receiving your application, we will stop your unmetered bill at that point. We will not start your metered bill until the meter has been fitted. This does not apply if the delay is at your request or that of a third party.

    Leaks: When we fit your meter we will check for any leaks and if we find one we will repair this free of charge subject to the terms of our domestic customer leakage policy. Our leakage policy for businesses differs. You may want to check your meter regularly as a higher reading may mean a dripping tap, overflow or leak from an underground pipe. You may notice water in the chamber holding the meter - this is likely to be rainwater. If you spot water after a long dry spell, however, it may be the sign of a leak.

    Meter accuracy: The water meter installed is manufactured and tested to a British Standard specification (BS5728/1 and ISO4064/1). If you think the meter is not recording accurately, you can ask for it to be tested. If the results show it is accurate, you will be liable for the cost of test which will be up to £70 plus VAT. In the unlikely event that the test shows the meter is inaccurate and has affected your consumption, we will revise your bill.

    Meter ownership: The meter remains the property of Wessex Water. Your water meter has its own unique serial number which is shown on your metered bill (second page, top right hand corner). As we own it, it means we are responsible for its maintenance, repair and eventual replacement. If you damage the meter or any device related to it, such as remote reading equipment, you will be liable to pay the repair or replacement costs.

    Tampering with a water meter is a criminal offence. 

    Meter readings: We will read your meter every six months if you are a domestic customer provided we can gain access to it. If we send you an estimated bill, you can give us an actual meter reading online. Learn how to read your own meter.

    New water supply connection: If you are applying for a meter for a property you are building or an existing property being split into flats or separate units, you need a new water supply connection.

    Non-return to sewer: Your metered sewerage bill is based on 95% of the water you use returning to the sewer. The 5% allowance covers all domestic use, eg, drinking, cooking, watering the garden and washing the car as well as taking into account wet and dry years. If you think that considerably less than 95% of the water you use returns to the sewer, you can apply to have your charges reduced. To apply, email a completed non-return to sewer form to customer.services@wessexwater.co.uk along with your reference number.

    Reversion: If you are a domestic customer who has asked for a meter to be fitted, you may choose to revert to paying on an unmetered basis. This option lapses after you have been billed for a whole year on the metered charge. You may only make this change once. If you revert, you will have to pay for the water and sewerage services used up to the last meter reading. If you decide not be charged on a metered basis, we do not usually remove the meter. Reversion to unmetered charges is not permitted for commercial customers.

    Sewerage services: If you receive your water supply from us and your sewerage services from another water company, we will give details of your use to the relevant company so your sewerage charges can be billed accurately.

    Shared pipework: If your property is served by a common supply pipe, or there is joint pipework, some work may need to be done to ensure that we fit the meter where it will only measure your water use. This may mean installing a device that allows us to read the meter remotely.  When it is not possible to site the meter outside, we may have to fit it internally. If this is the case, we will need access to read the meter twice a year unless a remote reading device can be fitted.

    Where we are unable to gain access to read a meter, it may be necessary to revert to charging on an unmetered basis. In some cases it may not be technically or economically possible to fit a meter. If so, we may be able to offer you an alternative method of charging.

    Tenants: Under the terms of the 1999 Water Industry Act tenants with a fixed term tenancy of less than six months are not allowed to request a water meter without their landlord’s consent. Tenants with other types of tenancy may not need their landlord’s approval. If you are a tenant, it is advisable to check with your landlord before applying for a meter.

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