Frequently asked questions

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Find out more about how Southern Water's switch to metered charges will affect your Thames Water account by reading our frequently asked questions.

Both Thames Water (for wastewater) and Southern Water (for water supply) provide you with separate services and a separate bill.

We are working closely with Southern Water to ensure you continue to receive timely and accurate bills, but we are separate companies and have decided to adopt a slightly different approach to the use of your meter for charging. We want to give our customers an idea of the effect a meter will have on their bill before we start charging.

All customers who are charged using a water meter also pay for their wastewater using the same meter. We calculate your wastewater charges based on 90% of the water you use, which is assumed to go back down your drain for us to take away and treat.

Don’t worry, we’ll write to you regularly with updates. As you get closer to the end of the two years, we’ll let you know more details of how things will work.

    The main changes are:
  • We work out your charges based on your water use rather than a flat rate.
  • Instead of sending you one bill for the whole year, we will send you a bill after Southern Water read your meter – this is normally every six months.

There are many benefits to being charged using a water meter.

Many of our customers find that their bills are cheaper after switching to a water meter, as their new bills depend on the amount of water used, instead of a rate-based tariff.

And if you use less water after switching to a water meter, it makes environmental sense too - the less water people use in their homes, the less we need to take from the environment.

Meters can save you money on your energy bill – the less water you use, the less you need to heat.

All you need to do is fill in our online form:

Request a metered wastewater bill

You can also fill in our paper based form which we will be sending to all our customers affected by the change – this includes a pre-paid envelope to return it.

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Joint Southern Water customers