Fixed charges include the cost to treat highway and surface water drainage, produce bills, answer queries and read water meters.

They also include additional costs of meter maintenance and replacement.

The annual fixed charge is divided into the number of days in the year.The amount you pay in fixed charges relates to the number of days your current bill covers.

Highway drainage
An amount is included within your fixed charges to cover the treatment of rainwater from the highway, which enters the public sewer system from gullies in the road. It is the responsibility of your local highway authority to maintain the gullies and ensure highways are properly drained.

Surface water drainage
Surface water is rainwater that falls on to your property and runs via guttering and drainpipes into the public sewer, or water that enters the sewer from activities such as car washing. Most customers are connected to a surface water sewer or combined sewer.

You can identify if you are connected to the public sewer by checking where your gutters lead. If there is evidence of a sewer close by - for instance, a heavy duty manhole cover - then it is likely that surface water from your property drains directly to the sewer, and a charge for this is incorporated in your fixed charges.

If your property is not connected to the surface water sewer - for example, if surface water drains into a watercourse, stream, river or soakaway - you may be eligible for a rebate.

Your bill will state if surface water drainage charges are not included. Further confirmation is shown on the reverse of your bill in the section 'How we work out your bill'. This will show whether you are charged or what the reduction could be if you are not connected.

 Claim a rebate for surface water drainage

Surface water is rainwater that falls on to your property and runs via guttering and drainpipes into the public sewer, or water that enters the sewer from activities such as car washing. Most customers are connected to a surface water sewer or combined sewer.

You can identify if you are connected to the public sewer by checking where your gutters lead. If there is evidence of a sewer close by - for instance, a heavy duty manhole cover - then it is likely that surface water from your property drains directly to the sewer, and a charge for this is incorporated in your fixed charges.

If your property is not connected to the surface water sewer - for example, if surface water drains into a watercourse, stream, river or soakaway - you may be eligible for a rebate.

Your bill will state if surface water drainage charges are not included. Further confirmation is shown on the reverse of your bill in the section 'How we work out your bill'. This will show whether you are charged or what the reduction could be if you are not connected.

 Claim a rebate for surface water drainage

If my application is successful, how will you calculate from when to backdate my surface water drainage rebate?

Before April 2001 the surface water drainage charge was included in the general wastewater charges. However, from that point a national change was introduced to allow customers not receiving surface water drainage on their property to have that element of the general charge removed.

If your claim is investigated and accepted, the date the rebate will be given from will be determined by the age of your property and the time you have lived there.

For example:

In the case of homes with a metered water supply, built before 1 April 2001, the rebate will be given from the date of your last metered bill that spans the beginning of the financial year (1 April) in which you have applied.

If you moved into your property after the beginning of the financial year in which you apply, the rebate will be given from the date you moved in.

For homes built after 1 April 2001, the rebate will apply from the date you moved in, up to a maximum of six years.

For commercial or business premises the rebate will be applied from the beginning of the financial year (1 April) in which you apply. If you moved into your property after the beginning of the financial year in which you apply, the rebate will be given from the date you moved in.

We aim to read household meters at least once a year and issue bills twice a year.

You should receive the first bill within six months of moving in.

Your bill states whether an estimated reading has been used.

To hear the schedule of your next meter reading please call 0845 9200 887.

You will need to have your ten-digit account number to hand.

Estimates are based on the average amount of water you use. If you don't have any previous readings we will make an estimate within the range of five to ten cubic metres per month.

When we next read your meter the bill will be adjusted accordingly.

If you don't believe our estimate reflects your usage you can:

Submit your meter reading online

Our charges table shows approximate charges based on the number of people living at your property. It indicates whether you are a low, average or high water user.

View our 2009/10 guidance charges table

Calculate your usage

View our water usage table

If you feel your water usage is high, you can compare this with our usage table below.

View our water usage table

Calculate your usage

If you feel that your usage is higher than our guidance table and you think you may have a leak, we have some advice on how to check for leaks.

All owners of furnished properties are legally responsible to pay for water services even when the property is unoccupied.

We can only close the account if the property does not contain any furniture and is not undergoing refurbishment.

Building and refurbishment
If the existing supply is metered we will charge using the meter. Before work commences you must notify Developer Services to discuss your requirements.

Learn more about water for building purposes

Extended holidays / living or working abroad temporarily
Charges remain payable if your home is temporarily vacant. You will pay for any water used plus a fixed standing charge.

All home contents placed in storage
If you have placed the contents of your home into storage and it is now classed as empty, you will need to fill our moving out form before we can close your account.

Property let during your absence
If your tenant is responsible for charges an account should be opened in their name.

Submit your tenants' details

Medical care
If the sole occupier goes into hospital, a nursing home, or similar, for three months or more we will waive all the charges for that period.

To make a claim please submit proof of absence. This may be a note from your doctor, social worker or the hospital administration officer.

This should be sent with a covering letter to:

Thames Water
PO Box 286
Swindon
SN38 2RA

We have established an independent charity to assist customers who are facing financial hardship.

Our WaterSure scheme also offers assistance to metered customers who need to use large amounts of water for essential purposes.

Find out more about getting help paying your bill

For customers with sight or hearing problems, mobility concerns or other specific needs:

Discover our extra care services

Discover simple ways to save water

We charge every property connected to the public wastewater system. You may also use our services indirectly through drainage of foul, surface and highway water.

There are circumstances when not all water that you take through the meter returns to the sewer. If you can demonstrate that more than ten per cent of the water supplied is not returned to the sewer you can apply for an allowance known as wastewater abatement.

Am I eligible for wastewater abatement?

You may not have to pay for wastewater services if water from your toilets, sinks and plumbed appliances does not return to the sewer.

We can adjust your charges if you have a septic tank or your own waste management system that you empty yourself. Send a copy of the receipt for emptying together with a covering letter to:

Thames Water
PO Box 286
Swindon
SN38 2RA