Frequently asked questions
Last reviewed:How can I arrange for my bill to go to a different mailing address?
If you would like your bills to be sent to a mailing address different to the property that is being billed, please contact us:
Please note under the Data Protection Act, we can only discuss or change account details with people named on the account or an authorised representative.
Is your home in our supply area?
My new property is empty, unfurnished and not using any water. Do I need to tell you?
We check properties when we do not have anyone registered, to make sure our records are up to date and billing customers correctly.
Even if the property will be empty and unfurnished, we need to have details registered with us; even if no water is being used.
That way, we can make sure that you are not charged until you start using water again.
If you start renovation work at the property, or people move into the property, please get in touch:
Please note under the Data Protection Act, we can only discuss or change account details with people named on the account or an authorised representative.
Will my new home be metered?
If your new home has a water meter, your charges will be based on the amount of water you use, as recorded by the meter, plus a fixed charge.
If your home is currently charged on an unmetered basis, we may start charging you using a water meter if there is one already installed at your new property. We will let you know if we are going to do this.
Will the water be turned on at my new property when I arrive?
Yes. We don't turn off individual water supplies (unless there is a leak on the supply pipe to the property), so the water should be turned on when you arrive.
If there is no cold water supply at your kitchen tap, please check the inside stop valve is turned on.
If you still have no water, please contact us, our team are on hand to help 24 hours a day.
My bill is addressed to 'The Occupier' - do I need to contact you?
I'm a tenant - who is responsible for paying the water charges?
You will need to check your tenancy agreement.
If your landlord is responsible please make sure they send us a letter clearly stating this, otherwise as the occupier, you will be liable for the charges.