All new supplies should be metered, as set out in the Water Industry Act 1991.
We'll fit external meters when we install the new water connections. We'll record the meter details at the same time so we can set up a billing account.
The meter should be installed at the boundary of the property, to act as a marker between privately owned pipework and that which we own and maintain. This is usually in the footpath or the road outside the property boundary. If this isn’t practical, the meter will need to be installed within the boundary of the property, in either an external or internal location. We’ll need to discuss with you how and where this meter will be fitted, to ensure it captures all water usage.
For blocks of flats, you'll need to order the meters from us and install the meters internally yourselves. All internal meters must be ordered through Thames Water and any B-Class meters installed will be rejected.
The timescale for meter ordering is 4 – 6 weeks. We can deliver meters to any address within the Thames Water region. We ask that you don't place large bulk orders. We have a 200-meter cap per order.
We ask that you order your meters when you're ready to install them within four weeks of receipt of them so that we can start the next part of the process in getting the meters into account. Installing them within this timeframe also means they don't sit in storage on site for long periods of time with the risk of being lost or damaged.
Once delivered, the meters and any fittings are your responsibility and if lost or damaged, you’ll need to pay for the replacement meters which also have a four to six week delivery timeframe.
You should install the internal meters in a communally accessible location, as we need to access the meter to confirm readings, or to maintain or replace them. We don’t permit meters to be fitted in ceiling voids, as they may be unsafe to access. There must also be no obstruction preventing the meter being read. Learn more in our metering policy.
Setting up billing accounts
You need to notify us when meters are installed, as well as provide the postal addresses allocated to each plot. We’ll arrange to visit the site to record the details of each meter and check they’ve been fitted correctly (any non-compliant meters will need to be amended causing delays in the completion of the development) - we’ll use this information to set up the billing accounts. The billing account will be in the name of the developer until we are sent the handover information or until the new occupier calls to set up their account.
For non-household properties, we'll notify the Market Operator of the connection date and meter details. They'll in turn notify the appointed retailer who'll contact the developer about billing until the property transfers to the new occupier.
Self Lay providers should fit a Thames Water meter on every new service connection. The meters should be ordered from Thames Water and installed according to our policy guidelines. Please see the internal meters section above.
For non-household properties, we need you to contact us within 24 hours of making the connection, to confirm that you’ve done so and to provide us with the property’s meter detail. We’ll then be able to pass on this information to the Market Operator and the retailer will set up the billing account.
For household connections you must notify us of the details within three days of the connection, as required by the Code of Practice.
Our metering policy
The latest policy includes updates to our stance on the location of internal-fit meters in apartment blocks. Any applications you make for water supply must be accompanied by designs which comply with the policy. If you’re unable to follow the policy because your design is too far advanced, you’ll need to evidence that the development has already reached RIBA Stage 3 (‘Developed Design’). Any applications where the building design is at RIBA Stage 2 or earlier will be expected to conform to the policy. You can download details of the Sensus 640 meter specification.