COVID-19 (Coronavirus) – A Message to Our Customers

information icon

Updated: 09:00 04 January 2021

We know that this continues to be a difficult and challenging time for customers. We also know that the water and wastewater services we provide play a key role in protecting public health and safeguarding the communities we serve.

As we have done throughout the pandemic, we are doing all we can to protect our colleagues while also maintaining our services to customers. You will continue to see us working in streets and communities during this time but we are only doing essential work that will help protect public health by maintaining our key water and wastewater services to customers. We will not be doing any work which would require us to enter properties unless it is an emergency.

Our Billing Call Centre remains open from 8am - 6pm (Monday to Friday) and is available to support our most vulnerable customers who have been impacted by the coronavirus.

If you’re impacted by the coronavirus and concerned about your water bill, please click here for more information.

Remember, you can update your account, tell us you are moving and set up a direct debit by visiting our online services.

We will keep you informed of any other changes through updates on this site and via our social media channels - Facebook & Twitter.

We will to do everything we can to continue providing our essential services and we thank you for your support.

How to read your water meter


Regularly reading your meter lets you keep an eye on how much water you're using and helps us to provide accurate bills, just please make sure it's safe for you to read before you do.

Here are some tips on how to read the meter:

  • Look at the meter location and serial number on your water bill
  • Lift the metal lid on the water meter chamber
  • If there is a polystyrene frost cover, remove this
  • Some of our meters have a lid; if there is one, open it so you can see the meter face
  • Check the serial number on your bill matches the number found on top of the meter
  • Write down the white on black or black on white digits (we don't need the red numbers)
  • Let us know your reading online using our secure submit a meter reading form.

Where is the meter located?

You will normally find the meter in the ground at the front of the property, at the property boundary or in the pavement. In rural areas, the meter may be some distance from the property. If you're not sure where the meter is, your bill gives a brief description of the meter location.

How do you clear condensation on the meter?

Sometimes, if it's been raining our meters, get condensation on the glass and the digits aren't visible. Here's how you can clear the condensation so you can take your reading.

If the meter has a magnet:

  • Place a metal object over the magnet
  • Use the metal object to move the magnet back and forth over the digits
  • When you can see the digits fully, move the magnet out of the way and read the meter.

If the meter has a clear plastic wiper blade:

  • Move the wiper blade back and forth over the digits
  • When you can see the digits fully, move the wiper blade above the digits so you can read the meter.

When we'll read your meter

We try to read the meter every six months but we know some customers with meters inside their house don't want to be disturbed. In these cases, we'll accept customer reads but once every two years we'll need to take our own reading. You can let us know your reading online using our secure submit a meter reading form.