How do you work out my charges?
The way we charge you depends on your situation - simply click the relevant button below to find out more.
What do you use my money for?
Our 2020/21 charges include inflation and funding for improvements in our services to you.
We’re investing millions more to improve our network for the future, working hard to upgrade our pipework, find and fix leaks, and prevent flooding. We’re also working round the clock on ground-breaking projects like the Thames Tideway Tunnel, a new super sewer that will help to prevent pollution in our capital city.
Over the last few years, we’ve collected feedback from over a million customers like you about what really matters – and we’re acting on it. We’re increasing our support for those in financial difficulties and providing discounted bills for even more people who are struggling to pay.
Find out more about how we spend every penny of your money.
Our commitment on leaks
We committed to reducing leaks from our network last year. While we successfully tackled over 70,000 leaks, we didn’t hit the targets we originally set out to. To say sorry, we’re giving you the equivalent of 18 days of water for free.
You don’t need to do anything as we’ve already built this into your 2020/21 charges.
We’re doing everything we can to meet our targets for the future – check out our new and improved plan to reduce leaks now.
What should I do if I have receive a bill addressed to The Occupier?
If you've received a bill for ‘The Occupier’, please set up an account in your name by completing the move home form online.
Please wait until you receive a new bill that's in your name before making payment or setting up a payment arrangement.
What’s the difference between water and wastewater charges?
Your water bill pays for:
- Maintaining our network of reservoirs, treatment works, pumping stations and pipes
- Gathering and collecting water from rivers and reservoirs or pumping it from underground rocks
- Storing the water ready to be treated
- Treating, cleaning and distributing water to over 9 million homes
Your wastewater bill pays for:
- Building and maintaining sewer pipes
- Pumping sewage to treatment works
- Treating sewage so that it is safe to return to the environment
- Sending cleaned and treated wastewater back into rivers and the sea
- Converting solid material from sewage into gas for energy
What do fixed charges cover?
Fixed charges include the costs of:
- Treating water from highway and surface water drains
- Producing bills and answering queries
- Reading water meters
- Maintaining and replacing water meters
We divide our annual fixed charge across the number of days in a year. This means you’ll only pay fixed charges for the exact number of days your current bill covers.Highway drainage
We include this in your fixed charges to cover the costs of treating rainwater that enters the public sewer system from gullies in the road. Your local highway authority is in charge of maintaining these gullies and making sure roads drain properly.Surface water drainage
Surface water is rainwater that falls on to your property and runs into the public sewer via guttering and drainpipes. It can also be water that drains into the sewers from outdoor activities like car washing.
Most properties are connected to a surface water sewer or combined sewer, which is why we charge for surface water drainage. If your surface water doesn’t drain into the public sewer, you can apply to remove it from your bill.
Do you publish your charging documents?
Every year, we set our charges in accordance with the charging rules issued by the Water Services Regulation Authority (Ofwat). You can view our current household charges for 2020-2021 now.
If your bill covers the period before 1 April 2020, we'll have used our 2019-2020 charges to work out what you pay.
What’s a surface water drainage charge? Am I eligible for a rebate?
We include a surface water drainage charge in your fixed charges to cover the costs of removing and treating surface water and rainwater from your property.
If no surface water drains from your home or land into the public sewer, you can apply to remove this charge from your bill.
The easiest way to find out if you’re connected to a sewer is by checking where your gutters lead. Look out for a nearby manhole cover – it usually means there’s a sewer close by for your surface water to run into.
If your property isn’t connected to the surface water sewer – for example, if your surface water drains into a watercourse, stream, river or soakaway – then you may not need to pay this charge. Check the back of your bill to find out:
- What you’re currently paying for
- What your saving could be if you apply to remove surface water drainage from your bill
How do I get help with my bill if English isn’t my first language?
If English isn’t your first language and you would like help understanding your bill, call 0800 980 8800 and ask for language support services.
How do I get my bill in braille or large text format?
To request a bill in large print or braille, please call us on 0800 009 3652.
If you'd like more information on how to understand your bill, visit our dedicated help page.