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

At Bristol Water we continually try to achieve the best levels of customer service we can and these are some of our achievements over the past year:

• We were ranked top in the industry for customer satisfaction for customers contacting us by telephone
• We scored maximum points in Ofwat’s customer service assessment
• Our water quality compliance is better than 99.9%
• We beat our leakage target despite a very difficult winter
• Our customer satisfaction levels are 97%
• 100% of metered customers received a bill based on an actual meter reading

Over the next four years, our average prices will rise by around 3% plus inflation for metered customers and nearer 6% plus inflation for unmetered customers. So what will you get for your money? We will be spending £260m on essential improvements and maintaining our existing assets. This work will benefit all our customers.

Key schemes include:

• Cutting leakage by another 10%
• Renewing some of our largest and most important pumping stations
• Installing specialist disinfection processes at a number of treatment works
• Carrying out a major resilience scheme to protect supplies to about 185,000 customers in central and west Bristol. This will involve nearly 8km of new water mains plus a new pumping station
• Improving mains capacity to meet changes in demand from new and existing customers
• Upgrading 59km of large strategic water mains to maintain and improve water quality