Moving to metering

Yes. It’s up to all of us to protect our water and we know that water meters are key to helping us to do this.

We have a legal obligation to manage the water supply in our region as set out by our regulator. To protect our precious water, we need to make it much easier to find leaks and faults. We also have a responsibility to help our customers and our communities become more water efficient and aware of water use in the home.

Yes, you may be able to but if you have difficulty in reading the meter, or if the lid for the meter is too heavy to lift, we can arrange to read the meter and advise you of the reading. Please contact us by email or phone if this is of interest to you.

• Find the meter in a box with the stoptap, usually in the pavement or property driveway.
• Open the cover carefully with the tip of a screwdriver.
• The number display is similar to gas or electricity meters.
• The black digits record the consumption in cubic metres.
• Read from left to right to obtain the current reading. You should ignore any red figures.

Watch a video to find out how to read the water meter.

The simplest way to access your meter reads to understand your water use is through your online account. Go to ‘usage’ where you’ll find details of your water consumption in litres.

Many customers find that metering helps them save water and money overall. We’ll keep in touch with you to help you do the same and support you throughout your switch to metering. With a meter you will:

• Only pay for what you use
• For every £1 you save on your water supply, you could cut up to £5.05 in total including wastewater and energy bills
• Know how much water you're using every six months through your bill or your online account
• Help save water to protect our local water sources and wildlife.

Get an idea of how much water you’re using and if you could save with our water calculator.

If you already know you have a leak, we encourage you to get this fixed as soon as possible to avoid unnecessary charges and wasting water. If you need to contact a plumber, check our list of Water Safe approved plumbers. We also have different support and policies that might be helpful if you’re concerned about leaks.

Find out more about leaks, pipework and pressure.

We’re installing smart water meters based on a carefully designed plan. This plan makes sure we cover our area in the most economical way and consider things like high leakage areas and population density. We’ll let you know when we’re in your area to fit smart water meters.

If we’re switching you to metered billing because there is already a meter at your property, or you’re getting a meter for the first time, you’ll be eligible for the Lowest Bill Promise.

If you are on a WaterSure or Helping Hand social tariff, you already pay the lowest charge.

If you’re protected by our Lowest Bill Promise, this will end 12 months after you receive the final closing bill from us. We’ll keep in touch with you over the 12-month Lowest Bill Promise period, so you know when to expect to change to metered billing.

On your first and second metered bill during the Lowest Bill Promise 12-month period, we’ll show you two charges. One charge will show you the metered bill and the other will be the unmeasured bill. We’ll charge you the lowest of the two options.

If you want to start paying your metered charges straight away, we may be able to help. Please let us know by emailing [email protected].

Currently we send you an annual bill and you have various options available as to how you can pay. With metered billing, we will send you a bill every six months when we have read the water meter, and you have the same payment options available to you.

If you pay by Direct Debit or have a payment plan, your current payments won't increase while you're protected by the Lowest Bill Promise.

It’s unlikely that you would be paying more on a social tariff. However, you can request a meter reading or read the meter yourself if this is possible to help estimate your costs. Another way to estimate your costs is using our water calculator.

If you have questions about what you’re paying, please contact us on 023 9249 9666.

After the Lowest Bill Promise period ends, we’ll start charging you based on your meter readings in the way that you’ve chosen to be billed.

Yes. When we read the meter every 6 months, we then pass these readings to your wastewater company. They will normally base their charges for wastewater on 92.5% of the consumption recorded by the meter.

Our priority is supporting all our customers throughout any changes. We’ll work with you to keep your water bill as low as possible. If you aren’t already on a WaterSure tariff which caps your bills, you may be eligible. Find out how we can help with bills.

If you’re worried about your bill we’ll do everything we can to support you. Please contact us at [email protected] or call us on 023 9249 9666.

We’re here to support you in the switch to metering. You can contact our friendly team at [email protected] or call us on 023 9249 9666.

We’re here to support you whenever you need it and we will work with you to ensure your water bills remain affordable. If you have difficulties paying, please don't delay in contacting us. We can agree a repayment amount that is affordable for you.

Explore our support options or contact us on 023 9249 9666.