Understand your bill

If you've received a bill addressed to ‘The Occupier’, please set up an account in your name by completing this 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 English isn’t your first language and you need help understanding your bill, please call 0800 980 8800 and ask for language support services.

Your account number has changed from a 10 digit to a 12 digit number because we’ve upgraded our systems so that we’re able to provide a better service. You should use your new 12 digit account number from now on.

If you’re logging into your online account for the first time in a while you may be asked to reset your password.

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During 2019 we upgraded our systems to improve our service to you. When we upgraded your account all payments that you’d made up to that point were included in your transferred balance, which is shown on page 2 of your bill. So on page 1 of your bill you’ll only see payments made after that date.

This is not an additional charge. When we upgraded our system this may have either been the balance on your account at that time or an outstanding balance from a previous bill. It takes into account all the payments you made on your account up to that point.

Every year, we set our charges in accordance with the charging rules issued by the Water Services Regulation Authority (Ofwat). See our handy guides to understand how we calculate your metered bill and unmetered bill.

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

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