Should I monitor my water consumption?

Customers are recommended to keep their own records of water usage by taking regular meter readings and comparing them with previous readings - you only need to read the black on white or white on black numbers. This will give you a rough idea of your ‘normal’ usage. If there is a sudden increase in consumption that cannot be explained, you may have a leak on your supply pipe. If you cannot read your meter because of dirt, condensation or for any other reason, please contact us on FREEPHONE 0800 052 0140.

How do I check if there is a leak on my supply pipe?

If there is a sudden increase in your usage of water that cannot be explained, you may have a leak on your supply pipe. In such circumstances, we would recommend that you take the following steps:

• Take a meter reading
• switch off your internal stop tap (usually found where the water main rises in the property)
• leave the supply turned off for at least 12 hours (you may find it more convenient to do this at night)
• do not use any water during the time that the stop tap is switched off
• after 12 hours, take another meter reading

If the reading is the same, you do not have a leak.

If the reading has changed, please contact us on FREEPHONE 0800 052 0140 for advice and assistance.

If I detect a leak on my supply pipe, will I have to pay for the water that has been lost?

If connected to the mains sewerage system, non-household customers may receive an allowance for the sewerage element of their bill but only if it is evident that the water lost did not enter the sewerage system. No allowances are made for the water element of the bill. 

For customers of mixed-use premises, the first time a leak is detected and reported, an allowance may be given for water lost in relation to the domestic element of their supply only. A full allowance for the sewerage element of the bill may be given but only if it is evident that water lost has not entered the sewerage system. If it is clear that a leak is the consequence of negligence either by a customer or by a third party e.g. a leaking tap, leaking overflow or faulty plumbing, an allowance for the water element of the bill will not be given. However, if the customer can prove that no water from the leak has entered the sewerage system, an allowance for the sewerage element of the bill may be given.

I am paying full sewerage charges but not all the water used on my premises is returned to the mains sewerage system. Am I entitled to a discount?

Please click here to access a copy of our ‘Non-Return to Sewer’ application form. When completed, please submit the form as directed. On receipt of the completed form, your claim will be assessed. In some cases the assessment may require a site visit.

The rainwater that falls on my premises does not return to the mains sewerage system. Am I entitled to a discount?

Please click here to access a copy of our ‘Surface water drainage’ application form. When completed, please submit the form as directed. On receipt of the completed form, your claim will be assessed. In some cases the assessment may require a site visit.

How can I avoid receiving estimated bills?

Where possible we endeavour to send out ‘actual’ bills. Receipt of estimated bills may be avoided if your water meter is accessible for reading at all times.

Do I have to have a water meter?

The company requires all non-household supplies to be metered wherever practicable. This includes non-household premises whose water usage might be mainly or solely for domestic purposes as well as mixed-use premises (premises that are part household and part non-household). Premises in multiple occupation e.g. guest houses and nursing homes may also be required to be metered

Can I be disconnected for non-payment of my bill?

Bills are due for payment within 14 days. If you do not pay within the 14 days, we will send you a reminder. If you persist to default on your payment, we will issue a ‘Pre-disconnection Notice’ or a ‘Warning of Legal Action’. If you still do not pay, we will either disconnect your water supply or take legal action against you.

If we do disconnect you, you will not be reconnected until you have made arrangements to pay the amount owing plus the expenses we incur in disconnecting and reconnecting your property. You will also be required to make a security deposit against future charges.

Can I make a request for my water meter to be re-positioned?

In accordance with Part 2 of The Water (Meters) Regulations 1988, we will determine where any meter or out-reading apparatus should be positioned. If you would like to make a request to re-position your meter or out-reading apparatus, please telephone FREEPHONE 0800 052 0140 giving the reasons for your request. If we agree to your request, we may request payment for the necessary work.

Can I change the dates of when my meter is read and when my bill is issued?

No, unfortunately we cannot change your billing dates as we plan our workloads to ensure that meters are read within postcode areas - this helps us to keep operational costs to a minimum. Bills are issued when meter readings have been taken.