1. What happens when I move house? ^ top
For a metered property, we need a start or a final meter reading. In most cases, depending on the location of the meter, you can obtain the reading yourself. If you are unable to read the meter and you are moving out of a metered property, please give us five working days' notice before you move so we can arrange a meter reader to obtain a final reading. You can call customer services on 0845 600 3 600 (Mon to Fri 8am to 6pm)
If you are moving into a metered property, please read the meter when you move into the property. If you are unable to obtain a reading, please contact us and we will arrange for a meter reader to visit.
If you are moving out of an unmetered property, please tell us the date you leave the property and your forwarding address. If you are moving to an unmetered property, please tell us the date you are moving in and your previous address. You can use our online form to tell us about your change of address.
You are liable for water charges until the day you leave the property. If you are moving out and the property is going to be vacant for a period of time, let us know, as you may not have to pay charges from the date that the furniture was removed.
2. Can I get my rateable value (RV) changed? ^ top
We have never had any authority to change Rateable values and the Valuation Office can also no longer amend these charges.
Historically Rateable Values have always been used by water and sewerage companies to calculate unmetered charges. They were used until 1990 as the basis of the general rate bill payable to the local council. The values were assessed and changed by the Valuation Office of the InlandRevenue andwere based on therental value ofa property.
A number of factors were taken into account by the Valuation Office when assessing the potential rental value. These included the size of the property and plot, area, general condition, and availability of local services. Rateable values were set at any time between 1973 and 1990 but we have no details of how individual values were calculated.
The Government introduced the Community Charge or Poll Tax in 1990 and the Valuation Office stopped assessing or changing rateable values as the local authority now had a new way to charge. The Community Charge was replaced by the Council Tax and the Valuation Office Agency started assessing Council Tax bands. Unlike the rateable value these bands are based on the actual value of a property rather than the rental value. This means that the two assessments cannot be compared and a change in the Council Tax band does not mean the rateable value is wrong.
In 1990 the Government allowed water companies to continue to use rateable values for the following 10 years to allow time to find an alternative charging method. The obvious choice was to use Council Tax bands but they give very limited flexibility and have large step increases. We cannot see that they give any advantage over the current system. The law has since changed and we can use the rateable value as the basis of charge for the foreseeable future.
The important thing to remember is that rateable value based charge is not related to the actual amount of water you use. The single occupier discount given by your Local Council does not apply to water charges. If you feel your unmetered charge is higher than your usage then you can have a water meter fitted.
3. How can I pay my bill? ^ top
We have a variety of ways for you to pay your bill including direct debit, online, at your bank or by post. If you wish to set up a payment arrangement then please call customer services on 0845 600 3 600 (Mon to Fri 8am to 6pm)
4. What will happen if I cannot pay my water bill? ^ top
If you face problems paying your bill, we can help – contact customer services as soon as possible on 0845 600 3 600 (Mon to Fri 8am to 6pm). We might be able to help by:
- offering you a flexible payment option
- deducting payments directly from your benefits under the Water Direct scheme
- putting you on Restart or Restart Plus, our schemes to help those in debt get back on track
- checking to see whether you are entitled to WaterSure
5. Do you offer a single occupancy discount or discounts for students or those on benefits? ^ top
The single occupier discounts associated with the Council tax do not apply to water charges. People living alone may benefit from having a water meter fitted. To find out more, visit the Do You Want a Meter section.
Unfortunately we are unable to offer any discounts for students or those on benefits. If you are struggling to pay your bill please contact customer services as soon as possible on 0845 600 3 600 (Mon to Fri 8am to 6pm).
6. I only have a tenancy agreement for a few months – how do I spread the cost? ^ top
You can set up a fortnightly or monthly payment plan to spread the cost. Please contact customer services as soon as possible on 0845 600 3 600 (Mon to Fri 8am to 6pm).
7. I think I am paying too much for my water, how can I tell? ^ top
If your bills are based on a Rateable Value (see RV explanation) charge and is not based on your usage or the number of occupiers in the property you may find that you are better off on a water meter. Make user you view the water meter option leaflet. If you already have a water meter and your bills are more due to an increase in your consumption. Ask yourself the following questions:
- Has the number of people in your home increased? Have you had visitors or a new baby?
- Have you had any new water appliances installed like a power shower?
- Have you changed your lifestyle, are you now running a business from home?
- Has the weather or a new lawn meant you have been watering your garden more than usual?
- Is there a problem with a running overflow or dripping tap?
- Have you had a water softener fitted, or is any existing system not working properly?
- Have you had any building work internal or external carried out?
- Have you filled a pond or swimming pool?
- Some newer toilets have built in overflows that may continually run – have you checked this?
If you have not answered yes to any of the above it may be worth you doing a leak testat your property. To do this you will need to locateyour meter,the meter is usually outside the property in the footpath or driveway. (if your meter is fitted internally you will need to arrange for a plumber to locate any problems within the property)
Firstly ensure no water is being used in the property.Look at yourwater meter to see if it is turning. If it is not turningyou do not have a leak on the supply. If it is turning you will now need to locate your internal stop tap and turn it off as tightly as possible (internal stop taps are usually fitted under the kitchen sink - if you cannot locate it you will need to arrange for a plumber to locate it). Run the cold kitchen tapuntil it stops to ensure you have isolated the supplyto the property.
Look at your water meter again, if ithas stopped turning when it was previously turning you may have an internal leak. You will need to arrange for a plumber to locate and repair the leak. If the meter is still turning you may have an external leak, please contact customer services on 0845 600 3 600 (Mon to Fri 8am to 6pm) so that we can arrange to visit you and locate and repair the leak where possible.
8. Can I change the date of my Direct Debit? ^ top
Unfortunately we do not have the facility to offer direct debit payments on any other date but the 1st working day of the month.
9. Why have I received a reminder when I've paid? ^ top
Please take into account the time your payment may take to reach us. If you have paid more than five working days ago please contact customers on 0845 600 3 600 (Mon to Fri 8am to 6pm)
10. Why has my direct debit increased? ^ top
Metered customers may find their direct debit fluctuates at each review Your direct debit is calculated based on an estimated annual bill, which is based on current usage, and any outstanding or credit balance on your account. If your usage has increased or you have an outstanding amount your direct debit will be increased to ensure future bills are covered.
If you are an unmetered customer then your direct debit may increase each year from 1 May, inline with our charges increase from 1 April of each year. |
