Assessed Household Charge: Frequently asked questions
This page offers answers to the most frequently asked questions on the Assessed Household Charge.
What is the Assessed Household Charge?
This is the way we charge those customers who have asked to be charged by a water meter, but where we have been unable to fit one, for example in a block of flats.
The Assessed Household Charge is based on the number of bedrooms at your property, or on single occupation.
Where this is less than what you are currently paying, we will automatically transfer you on to the Assessed Household Charge.
How have you changed the Charge?
On 1 April 2008 we introduced an Assessed Household Charge of three bands, based on the number of bedrooms at a property.
From 1 April 2009, an additional single occupier tariff was introduced for customers who live on their own. This tariff cannot be given prior to this date, as it was approved to be included in our 2009/10 Charges Scheme onwards.
If you are on the Assessed Household Charge and a single occupier, but you are not receiving the single occupier tariff, please contact us to update your account.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
You can also check your latest bill to confirm which tariff or banding you are currently on.
How did you decide how to set the bands?
We introduced a tiered charging system to better reflect our customers' water usage.
The data we gathered in 2007 showed which parameters differentiate customers within this group.
We have based the Assessed Household Charge on the number of bedrooms at a property. The tiered charges have then been based on the average UK occupancy levels at these property types.
From 1 April 2009, an additional single occupier tariff was introduced for customers who live on their own.
How do you know that your information reflects customers' actual circumstances?
We had a 91 per cent response rate to a 2007 survey (34,985 customers responded) that enabled us to carry out a very thorough review.
If you do not think you are in the correct band, for example you now live on your own, please contact us.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
Why has it taken Thames Water so long to introduce different price bands?
We needed to carefully consider the best approach, and consult with our customers and regulator, Ofwat, to ensure we designed a system which was fair.
What efforts are you making to install more water meters, for example, for customers in flats?
We appreciate that it is frustrating for customers living in flats who may want a water meter fitted.
That's why we're working with water meter manufacturers to help design water meters that can be used more widely.
We are also working with property developers to ensure that new properties, especially blocks of flats, are built to allow individual water metering.
How many customers are on water meters in Thames Water's area?
Around 26 per cent of our customers are currently metered.
Ultimately, we want more customers to be on water meters as we believe it's the fairest way to charge for water, as you only pay for what you use.
My charges are still based on the Rateable Value of my property. Can I apply to be transferred on to the Charge?
Yes you can.
If you want to be charged on the Assessed Household Charge, please contact us to arrange this change.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
I couldn't have a water meter fitted and my charges are still based on the Rateable Value of my property. Can I apply to be transferred on to the Charge?
We should have checked to see if you would benefit from the Assessed Household Charge when we informed you that a water meter could not be fitted and set up a new account if this was the case.
However, if you do not think this has happened, or you think you may benefit now, please contact us.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
I didn't return the original questionnaire and you have now based my charges on a three-bedroom house; I live in a one-bedroom flat. Can you send me a revised bill?
Yes - as long as you as you complete a questionnaire confirming the number of bedrooms at your property, or that you live on your own, we will amend your charges. Please contact us.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
I have been billed on the Charge for several years. The new banding system means that I would be better off being charged on the Rateable Value of my property. Can I return to Rateable Value?
Yes you can.
If you want to be charged on the original Rateable Value of your property, please contact us to arrange this change.
By email
Use our online form to send us an enquiry.
Complete our online enquiry form
By telephone
Please call our Customer Centre on 0845 9200 888, open weekdays from 8am to 8pm and Saturday from 8am to 1pm (Minicom: 0845 7200 898).
If you are trying to contact us from outside the UK, please call +44 1793 366011.
To help us continually improve the quality of our service we record all calls.
Write to us
Assessed Household Charge
Thames Water
PO Box 286
Swindon
SN38 2RA
We aim to respond to all letters within ten working days or less.
I live in a block of flats and my neighbour is already on the Charge - how do I apply?
You need to first request to have a water meter fitted at your property, even if your neighbours have been told by us that a meter could not be fitted to their supply.
Every household has to apply individually before they can be considered for this tariff. The Assessed Household Charge will only be offered if a water meter cannot be fitted at your property.
