To help you understand your bill, we have answered the questions we are most frequently asked below:

Q. Where will I find on my bill how much I owe?

Q. Where will I find my customer number?

Q. I don’t understand what I’m being charged for?

Q. What are all the dates listed on my bill?

Q. There seems to be two addresses on my bill, which one is being billed?

Q. I cannot afford to pay my water bill, what can I do?

Q. Would I save money if I changed to a water meter?

Q. Do I have to pay water and sewerage charges if I’m renovating or decorating my house?

Q. Is there a discount for students or people living alone?

Q. Have we answered all your questions?

 

 

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 2017 to 31st March 2018 will be capped at £126 for water and £182 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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