To help you understand your bill, we have answered the questions we are most frequently asked below:
Student Customer FAQ's
Q. Where will I find on my bill how much I owe?
How much you owe includes any credit or money owing on your account the day your bill was printed, plus your latest charges. You can find out how much you owe on your bill as follows:
Measured customers
On the first page of your measured bill, it's the blue writing above the bill messages and the last line of the quick summary (see the diagram below).
Unmeasured customers
On your unmeasured bill it's the box in the bottom right hand corner (see the diagram below). If your on a payment plan, it will show 'total balance' but if you pay your bill in full, it will show 'total amount due'.
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Q. Where will I find my customer number?
It's the number starting with "8", please have this number handy if you need to contact us. You can find your customer reference number on your bill as follows:
Measured customers
It's in the top right hand corner of any page of your bill (see diagram below).
Unmeasured customers
In the box at the bottom of your bill (see diagram below).
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Q. I don’t understand what I’m being charged for?
How we charge depends on whether you are a measured or an unmeasured customer. Take a look at the below explanation for more details:
Measured customers
You can find out what you are charged for on page 3 of your bill under 'How we have worked out your bill'. To make things easier for you, we have split your charges into:
- Water and sewerage service charges - This is a fixed daily contribution towards the fixed costs of running the reservoirs, treatment works, pipelines, meters and sewers.
- What you have used (water) - the amount of cubic metres (m3) recorded by the meter.
- What you have used (sewerage) - based on 95% of the water recorded by the meter.
Unmeasured customers
Where your bill shows 'water' or 'water charges' this is the amount we charge you for having water. The second charge is 'sewerage' or 'sewerage charges:surface water drainage and foul'. This is what we charge for taking away your waste water and the rain water which falls on your property.
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Q. What are all the dates listed on my bill?
Measured customers
In the top left hand corner of page 3 on your bill, we have listed the payments we have received since your last bill was produced. To the right of this, if you are on a payment plan or Direct Debit, we have listed when your future payments are due so you know when to pay.
Unmeasured customers
If you are on a payment plan or a Direct Debit, your future instalment due dates are listed so you know when to pay. Or if you pay your bill in full, your payment is due by 1st April each year so this date will be shown. You'll receive a 1.5% discount off your bill if you pay in full by 1st April.
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Q. There seems to be two addresses on my bill, which one is being billed?
In the diagrams below, point A is the account holders name and address which is where the bills are sent. Point B shows the property we are billing and for which the charges apply.
Measured
Unmeasured
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Q. I cannot afford to pay my water bill, what can I do?
If you are struggling to pay your bill, please don't ignore it. Let us know and we will try and find a way to help by:
- Spreading the cost of your bill over weekly, fortnightly or monthly instalments or
- Checking your eligibility for one of our schemes e.g:
- If you receive Income Support/Income Related Employment and Support Allowance, Income Based Jobseekers Allowance or Pension Credit, you can pay your water bill through your benefit. This is called the Water Direct scheme and you will receive a £25 discount off your bill!
- Our Welsh Water Assist tariff helps low income households with large families or a medical condition which means you use more water. If your application is successful, your charges from 1st April 2012 to 31st March 2013 will be capped at £125 for water and £125 for sewerage.
- The Customer Assistance Fund has been designed to help those in severe financial hardship clear their debt with us.
- We have a leaflet called ‘Code of Practice for Unpaid Charges’ which explains the ways we can help in more detail.
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Q. Would I save money if I changed to a water meter?
If you use a small amount of water, or you live on your own, you may benefit from having a water meter fitted. It works in the same way as a gas or electricity meter. You are billed for what you use plus a fixed service charge. Our about switching to a meter page lists the benefits of a meter. Alternatively, you can use our calculator to estimate your usage and charges then apply for a meter online. Further information is also available in our leaflet ‘A Guide to Having a Water Meter’.
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Q. Do I have to pay water and sewerage charges if I’m renovating or decorating my house?
Yes, you are responsible for any water or sewerage services you receive. If you are renovating or decorating your house, if it is empty but contains furniture, or it is occupied you have to pay charges.
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Q. Is there a discount for students or people living alone?
No, we do not offer a discount on your water and sewerage charges if you are a student or you live on your own. However, you can set up a Direct Debit or payment plan to help spread the cost of your bill.
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Q. Have we answered all your questions?
If you would like more information about your bill, take a look at our about my bill page for further details.
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Here’s a list of Frequently Asked Questions that may help our student customers.
Q. What will the charges be?
Q. How often will I be billed?
These two questions can be answered together, depending on whether the property you are renting has a water meter or not.
Properties that do not have water meter
You are billed for the length of time you are occupying the property. For instance, if you are a student and sign a tenancy agreement for the 1st July, you will be charged from the 1st July until the end of the billing year which is 31st March. From the 1st April, a new bill will be issued which you will be responsible for until 31st March the following year, or until you move out. For more information, you can download our Charges Scheme in full (PDF)
Properties that have a water meter
You are billed for the length of time you are occupying the property. For instance, if you are a student and sign a tenancy agreement for the 1st July, you will be charged from the 1st July until you move out. Your metered bill is made up of two parts:
- You pay an amount based on the amount of water you use, measured in cubic metres. One cubic metre is equivalent to 1,000 litres or about 220 gallons of water.
- You also pay a fixed amount based on the size of the water meter you have, this is called the standing charge.
If no water is used then just the standing charges will apply. For more information, you can download our Charges Scheme in full (PDF).
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Q. I go home to a different address in the summer, or I will only be in the property for part of the year, do I still have to pay?
Water service charges are payable for all premises to which a supply of water is made available, whether or not such supplies are actually used, this means that you are responsible for the bill even if you are not at the property. If your property receives a water and sewerage service, you will still have to pay for the charges in full whilst the premises contains furnishings and/or fittings, is being renovated, or is otherwise occupied.
Charges will remain payable unless a request is made to turn off the water supply, however, surface water drainage charges may still apply, in this circumstance.
You should also check your tenancy agreement as the landlord may become responsible during the interim period. Welsh Water wouldn’t get involved in any agreement of rent between you and your landlord.
If you would like more information about temporarily disconnecting your water, please follow this link to our contact us page.
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Q. One (or more) of the other students are moving out; what happens next?
Please let us know as soon as your circumstances change. The person(s) leaving the property will no longer be responsible for the charges, so we will need to amend our records in order to produce a final bill for any outstanding charges. As soon as there are any changes to your living situation, please follow this link to our contact us page.
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Q. I am a student but only paying half rent; do I have to pay water charges for the whole year?
As you are still considered a resident of the property you are still responsible for the full water and sewerage charges. Any agreement of rent between you and your landlord is something Welsh Water wouldn’t get involved in.
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Q. I am a student and I’m moving out shortly; do I have to pay for the whole year?
You will have to pay charges until the day you leave the property – please let us know when you intend to leave. If you have already paid the whole years charges then you would be refunded anything you have overpaid.
Depending on the date you are leaving other payment options may be available to you. You can check which methods of payment we offer by clicking here or alternatively please follow this link to our contact us page.
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Q. I am sharing a property and we are all leaving; it is possible to have multiple forwarding addresses?
Welsh Water only holds one forwarding address. A nominated housemate would have to provide a forwarding address, but as long as all housemates’ names are on the account, they are all still responsible for charges.
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Q. I am sharing a property and we are all vacating the property in June. We won’t be able to call; what can we do?
Click here to complete an online Movers Form. The account can then be closed and a final bill produced for any outstanding amounts up until the day you are leaving. You should receive this bill, at the nominated forwarding address, 14 days after the account is closed.
If your question is not listed here, please follow this link to our contact us page.
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