Our telephone lines

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Updated: 12:00 01 December 2020

We're still experiencing problems with our telephone lines and are working hard to resolve the problem. We would like to apologise for any inconvenience caused.

Did you know that you can also do any of the following online without having to speak to us?
Let us know you're moving
Set up a Direct Debit or payment plan
Make a payment
Give a meter reading
Find any operational issues in your area

Thank you for your patience.

Unmeasured bills explained


If you do not have a water meter, you will be charged a fixed cost each year based on your property. Here, we break down the bill so you know what you're being charged for, and what you need to do.

How is my bill calculated?

The amount we charge is different for all properties. We bill from 1st April to 31st March, or from your move in date to 31st March if you have recently moved in. A fixed rate for the year is based on:

  • Property size
  • Number of rooms
  • Local amenities
  • Property location
  • General condition

We do not bill for the amount of water you use, or the number of people at your property. If you would prefer to be billed for the amount of water you use, you can use our calculator to estimate your usage and charges then apply for a meter online.

Household Unmeasured Charges

Unmeasured bills are sent once a year and take one of two formats, either:

Rateable value (RV) charge - the bill will be made up of a standing charge plus a charge per pound (£) of rateable value for the property

or

Uniform Service Charge (for properties built between 1 April 1990 and 31 March 2000) - charges are based on the average rateable value of properties in Wales.

Our charges are:

Unmeasured Water Services £
Standing charge 135.03
RV based charge - per poundage of RV 0.8631
Uniform Service Charge 247.23 
Unmeasured Sewerage Charges £
Standing charge 191.30
Standing charge -Foul only 141.79
 RV based charge - per poundage of RV  1.2441
Uniform Service Charge 353.03 
 Uniform Service Charge -Foul only  303.52
 Surface Water only - includes highway drainage  46.23

All charges are from 1st April 2019 to 31st March 2020. Our charges are set by Ofwat, the water industry regulator. For more information on our current usage charges, please refer to our summary of household charges:

If you receive your sewerage services from Hafren Dyfrdwy, please see your charges here.

If you receive your sewerage services from Severn Trent, please see your charges here.

What happens when I get my bill?

We will send your unmeasured bill once a year between February and March for charges from 1st April to the following 31st March (like your council tax bill).

Your bill has to be paid in 14 days of receipt unless you have a Direct Debit or payment plan in place. If you pay your bill by 1st April, you will get a 1.5% discount off your charge.

Direct Debit is the easiest way to pay as you can spread the cost over a year, and we'll take the payments automatically. For more information, take a look at our Direct Debit page.

If you have a payment plan in place but fail to keep to the arrangement, the full outstanding balance will be payable.

If you're moving house

If you move out of an unmeasured property before 31st March and your bill was paid in full, any over payment will be refunded or transferred to your new address, so you will not lose out.