How you are billed
You're responsible for paying water charges if you live in a property in our supply area. Find out more about bill responsibility.
Every year, we follow guidance from our regulator Ofwat on our charges. We also consult CCW, the voice for water consumers.
Your bill is then worked out based on the charging rules and service you receive from us.
Our charges for 2024-25 went up by 12.3% on average. This includes inflation, which is affected by energy prices. It also includes adjustments for our past performance.
We'll be publishing our final charges document for 2025-26 on 31 January 2025. In the meantime, you can view our charges statement and learn more about our price review.
2025-26 charges
How different customers are billed
We go through how each of our customers are billed from unmetered, metered and wastewater.
Unmetered customers
As you don't have a water meter, we'll work out your clean and wastewater charges based on the rateable value of your property.
Metered customers
Every six months, we'll send you a bill that covers the supply of clean water and the treatment of wastewater.
Wastewater customers
Depending on where you live and who supplies your tap water, you might receive a combined bill or two separate ones.
Extra help when you need it
Sometimes it can be difficult to stay on top of your household payments. Our help paying your bill code of practice document goes through:
- Understanding your bill
- How you can pay your bill
- What support is available if you’re finding it difficult to pay
- The process we use to collect unpaid charges from our household customers
- Further support available
You can also sign up for our Priority Services if you or someone you know needs a little extra support.