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

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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.

Why is my bill higher than expected?


There are a number of reasons that could cause your bill to be higher than expected. Here, we take you through the list of things to check and what can be done.

A previously estimated reading

If we had to estimate a previous reading and it was too low, your latest bill will be higher to include the extra water you have used.

A longer billing period

Your latest bill could be for a longer period than your previous bill. The longer the bill period, the more water you will use.

For example, your first bill could be for 150 days and 26m3, and your second bill be for 193 days and 33m3.

A change in the number of people

If the number of people living at the property has increased between your bills, you may be using more water. This could be changes like:

  • You had a baby.
  • You had visitors to stay.
  • A friend or relative has moved into the property with you.

Water intensive behaviour

Some tasks and chores around the house can use a lot of water. For example:

  • Renovation or decorating work which means you have used more water than usual.
  • Using a garden sprinkler or hose more often due to dry weather. A garden sprinkler can use up to 1000 litres an hour which is the same usage as a family of four in 48 hours.

A water leak

  • A dripping tap which can waste at least 18 litres a day. This would cost about £20 a year!
  • A leak on an appliance e.g. a washing machine or boiler.
  • A leak on any pipework which is your responsibility.

If you're worried you may have a leak, take a look at our help and advice article on dealing with leaks at home: