How you’ll benefit from signing up:
- Supply interruptions
- Large print bills
- Telephone bill reading
- Alternative language
- Nominated bill
- Meter readings
- Haemodialysis
Ensuring you're aware of a supply interruption.
Occasionally, we may need to turn the water supply off to carry out essential works, and we use a variety of means to let our customers know in advance. However, if you're blind, partially sighted, or have difficulties understanding English, the methods we use may not be best suited to your needs.
If you are on the Priority Services register, we can discuss the best way to make sure you're aware of disruptions, whether it be a telephone call, a home visit, or perhaps letting your neighbour know, so they can make you aware.
Sign up now or phone us on 0345 600 3600 and ask if you'd be eligible.
Large print bills
If you or a member of your household have difficulty reading smaller print or are Braille users, we can arrange to produce your bills in large print or in Braille for you.
Sign up online now, or phone us on 0345 600 3600 and ask if you're eligible.
Telephone bill reading
If you have difficulty understanding your bill, we can explain it to you over the telephone before sending it. Alternatively, you may prefer us to send your bills and correspondence to a nominated friend, relative or carer who can help you.
Sign up online now, or phone us on 0345 600 3600 and ask if you're eligible.
Alternative language
If you wish to receive your bill in a language other than English, and you don't have a nominated friend or family member that can help, we can arrange this for you or we can arrange to provide information using a special language line. We can also arrange for a selection of leaflets to be translated into a language other than English.
Sign up online now, or phone us on 0345 600 3600 and ask if you're eligible.
Nominated bill
If you prefer, we can post your bill to a nominated relative, friend, or carer. If you need to stay in a hospital for a long period of time, we can redirect your bills to a nominated relative, carer or friend to avoid you not having to worry about leaving them unpaid. They will not become liable for the money due, as this remains your responsibility.
Sign up online now, or phone us on 0345 600 3600 and ask if you're eligible.
Help with reading your water meter.
If you have a water meter fitted, it is important to check this regularly to avoid receiving an unexpected high bill due to a leak. If you have difficulty reading it, we can arrange help for you.
We offer additional free meter readings to elderly customers and those with additional needs. The reading will be taken within five working days of the request.
If elderly or disabled customers wish to read their own meters, we can re-locate the meter, or discuss alternative options to make it easier for them to read.
Sign up for Priority Services online now, or phone us on 0345 600 3600 and ask if you're eligible.
For customers who use home dialysis.
We maintain a register of home dialysis users in the Bristol Water area, so that if there are any planned disruptions to your water supply, you are notified in advance, so alternative arrangements can be made.
The register is compiled from information supplied by local health authorities, or patients living in the Bristol Water supply area.
We write to home dialysis users confirming their registration and ask them to notify us of their dialysing times, so that if operational work is required, which may result in a disruption to the water supply, we can work around your dialysis times.
Sign up online now, or phone us on 0345 600 3600 and ask if you're eligible.
For people who require additional
assistance
We are committed to helping our customers as much as we can, so if you're elderly, have a disability, undergo home dialysis, or have priority needs, you may want to be included on our Priority Services register.
Frequent asked questions
If you have an unmetered bill and a monthly payment arrangement in place, your annual bill is split over 10 monthly instalments: May to February. We do not take payments in March and April because during these months we generate bills for the forthcoming financial year.
If you have a metered bill and pay by a monthly budget arrangement we can take a payment each month of the year. We will automatically review your payments annually.
Charging for water services is a complex matter, involving both the law (primarily the 1991 Water Industry Act) and our economic regulator, the Water Services Regulation Authority, which is referred to as Ofwat.
Your supply is either unmetered or metered, and this normally determines the way we charge for your water supply.
Unmetered – we normally use the rateable value (RV) of your property and calculate the cost for the year in advance.
Metered – we normally read the meter twice a year and you pay for the water you actually use.
If you feel you are struggling to pay your bills, or you feel like you need extra help then please visit our Priority Services page where you can sign up or find out more.
There is no cost to close your account. Depending on the status of your account and any payment arrangement you may have, there could be a final balance to pay. If you're moving and need to tell us about your change of address, please complete our online moving form. Alternatively contact us on 0345 600 3600
Your bill is due and payable on issue. Pay your bill online.
If you have subscribed to online billing, you will receive an email advising you when you have a new bill. If you are facing problems paying or wish to discuss a payment arrangement to spread the cost, please contact us.
We supply water to 500,000 homes and businesses across Bristol City, North Somerset and areas of Bath, North East Somerset and South Gloucestershire. That's about 1.2m people who have access to our water every day. Wessex Water is responsible for providing sewerage services for the majority of our customers when they've finished using the water.
We also offer a range of alternative payment options for those struggling to pay.
Your property's rateable value is shown on the front page of your unmetered bill. If you have not yet moved into a property and would like to find out the rateable value, please contact us on 0345 600 3600
Didn't get the answer to your query?
Visit our help & support centre
Other help available...
We'd always recommend contacting us first if you'd like a little extra help or assistance, however the following organisations may also be able to support you.
Age UK
Provides services for older people, including advice and financial assistance and helping you maintain your independence.
Disabled Living Foundation
National charity offering impartial advice, information and training on equipment for independent living since 1969.