Frequently asked questions

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On this page you can read answers to the most frequently asked bill-related questions.

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If you have a water meter - we aim to read this at least once a year and you should receive a bill twice a year.

If you don't have a meter - you'll receive an annual bill in either February or March telling you how much your water charges will be for the next year (1 April to 31 March).

When you move into a property you should receive your first bill within ten working days.

You'll be charged from the date you move in, until the end of March the following year.

If you're struggling to pay your bill, we offer different payment plans, financial schemes and reduced tariffs that could make paying your bill a bit easier. 

To check your account balance using our automated system, please contact us. Please make sure to have your account number to hand - you can find this at the top of your bill.

If you've recently made a payment to us, please allow three to five working days for our systems to update themselves.

If you don’t pay your bill or stick to your payment arrangement with us there are certain steps we may take to recover the money owed.

This can include final notices, using debt collection agencies, County Court proceedings and enforcement action. We want to avoid having to take these steps, so please contact us or our debt collection agencies at any point to avoid further action.

If you don’t pay your bill, your credit rating may be affected, which may make it difficult for you to get financial help in future.
 

Payment methods

We don't charge for payments made by Direct Debit, debit/credit card payments or PayPoint card.

However, if you choose to use over the counter services, such as paying at the bank or post office, they may charge you a fee for doing so.

Direct Debit payments leave your account automatically so you don't have to worry about remembering to pay your bill.

It's simple to set up a Direct Debit payment - just use our online form to set yours up in just a few clicks.

If you set up a Direct Debit with us you're covered by the Direct Debit Guarantee.

We will confirm the date and amount 14 days before the first payment.

In the unlikely event of a mistake, your bank or building society will make an immediate refund.

Set up a Direct Debit online

You can choose any day between 1st and 28th of the month for your Direct Debit payment.

You will be notified if your first payment falls on a different date.

Yes, you'll get a statement within 10 working days of the instalment plan being set up.
Your instalment plan will continue each year but the instalments may be slightly adjusted in line with changes to your water usage or our tariffs.

Yes -  please get in touch with us to change your instalment plan. You'll need to have your account number to hand.

You can tell us of any changes to your bank details by contacting us. Please have your account number to hand.

Change your account details

Yes, under normal circumstances any overdue payments are included in your payment plan.
If you are moving out of our supply area and are closing your account, you can spread the cost of your final bill if the outstanding amount is over £30. To do this, please contact us.

If you've recently sent us a payment by cheque, please allow three to five working days for our systems to be updated to reflect this.

To check we have received a recent payment, please contact us and our automated system will check your balance.You'll need to have your account number to hand.

Please have your account number, the cheque number and the date the cheque was sent to hand when contacting us:

To make payments from abroad please pay the amount into the following Thames Water account:

Sort code: 60-00-01

Account number: 0028 6125

IBAN number: GB55NWBK60000100286125

If you also require the BIC number, it is NWBKGB2L. If you only have room to enter either the IBAN or BIC number, please use the IBAN number.

Please note, we cannot accept payments using non UK registered cards

If you’re moving out of our supply area and closing your account, you can spread the cost of your final bill when the outstanding amount is over £30. To do this, please contact us.

Also in this section

Our charges Paying your bill Changing your account details Paperless billing Request a copy of your bill Help paying your bill