Understand your bill

Whatever your tariff and however you pay, the amount you owe usually varies from bill to bill. But your payments will increase if you have an outstanding balance on your account.

This can happen if you didn’t pay your last bill, or paid smaller amounts than you should. It can also happen if you missed or delayed some payments and didn’t make up for them.

We’ll always need to carry these balances over unless we’ve set up a special payment arrangement with you.

Making the right payments is important so you don’t build up debt. If you’re falling behind, we can help you get back on track.

You may be able to tackle old debt in a manageable way through our payment matching scheme. We may also be able to help by spreading the cost of your bill, or through a financial support scheme.

We understand that sometimes you might forget or are unable to pay when payment is due. We’ll issue a few reminders asking you to pay. If you’re unable to do so, it’s really important that you let us know so we can try to help. We may be able to split your bill into smaller chunks, pause your payments or check if you qualify for discounted tariffs or grants. Learn more.

Unless you tell us you’re having problems, all we’ll know is that your payment is overdue. We’ll need to start debt recovery action, which could affect your credit rating. The sooner we know what’s happening, the sooner we can find a solution for you. Read our debt recovery procedure.

We commit to reducing leaks from our network every year, and we met our target in 2019/20. Because we haven't met our targets in previous years, we're including a discount in our 2021/22 charges. This will give customers the equivalent of three days of water for free. Learn more about this and how we work to deliver great value.

Every year, we set our charges in accordance with the charging rules issued by the Water Services Regulation Authority (Ofwat).

2021-22

You can view our current household charges for 2021/2022 (republished on 4 June 2021).

They're supported by this assurance statement and by this statement of significant change.

2020-21

You can also view our current household charges for 2020-2021. They’re supported by this assurance statement and by this statement of significant change. This sets out any significant changes in our charging policy.

2019-20

If your bill covers the period before 1 April 2020, we'll have used our 2019-2020 charges to work out what you pay. These are supported by this assurance statement and by this statement of significant change.

If you've received a bill addressed to ‘The Occupier’, please make sure we have your details. You can do this by completing a moving form.

Please wait until you receive a new bill in your name before making payments or setting up a payment plan.

To request your bill in large print or braille, please call us on 0800 009 3652. 

If you're blind or partially sighted, you might also be interested in registering for our priority services register. 

If English isn’t your first language and you need help understanding your bill, please call 0800 980 8800 and ask for language support services.