Charging for water services is a complex matter involving both the law and our economic regulator, the Water Services Regulation Authority (Ofwat).

There are two ways we can charge you for water:
One is based on the rateable value (RV) of your property (unmetered) and the other is determined by how much water you use (metered) – this is measured using a water meter.

For the foreseeable future, unmetered customers will remain on rateable value based charges, but all domestic customers have the option to ask for a meter to be installed free of charge.

Sewerage services provided by Wessex Water are subject to separate charges where appropriate

NOTE: Charges for Bristol Water and Wessex Water (most of our customers’ sewerage company) are collected by Bristol Wessex Billing Services Limited, BWBSL.  Due to this billing arrangement much of the billing literature is written with both water services in mind. To get more details about Wessex Water go to www.wessexwater.co.uk.

• General conditions, payment dates, options and charges - click here to download
• Connection, disconnection and infrastructure charges - click here to download
• Collection of domestic water debts - click here to view
• Collection of commercial water debts - click here to view
• Customer enquiries and complaints - click here to view

For the second year running, Bristol Water has been awarded maximum scores for customer service and leakage performances in Ofwat's annual assessment of service and delivery. Based on our customer satisfaction surveys, in percentage terms our customers rate us in the high 90’s and continue to tell us that our service performance is excellent. We have also had another exceptional year for water quality with 99.97% of all drinking water samples complying with the Drinking Water Inspectorate’s standards.

Work on the delivery of the £172m investment programme required by Ofwat’s determination of price limits for the period 2005 – 2010 is coming to an end. All major projects are now completed with the remaining work relating to maintenance of the assets. Behind all this work is one simple aim – to continue to deliver high standards of service to you at excellent value.
The expenditure over the five-year period is summarized below:

In the coming years, we need to increase investment levels
over previous levels to deal with:

• climate change effects
• growth of population
• sustainable levels of service
• improved resilience in our service.

Only in this way can we ensure customers continue to
get the service they say they want from us.