Common metered bill questions
We've put together the answers to the most popular questions about metered bills. Learn more about estimated bills, submitting meter readings, and managing outstanding balances.
Submitting meter readings
Taking regular meter readings helps us ensure you receive accurate bills.
We aim to read your meter twice a year. If you have a smart meter, it automatically sends us your readings. We can then bill you based on your true usage.
You can submit a meter reading through your online account.
We recommend taking your own readings a few times a year. This is to check for leaks and that we're not overcharging you.
Estimated bills
We'll send you an estimated bill if your meter hasn't been read. Or we haven’t received a reading from you.
If we have previous readings from you, your estimate will be based on the average amount of water you usually use.
For no previous meter readings, this will be based on the average of homes with a similar number of people.
When we next receive a reading, we'll adjust your bill accordingly.
Higher bill than usual
Your bill may be higher than usual because you've used more water. This may happen if more people are living at your property or you're using more water due to weather or renovations. It may instead be because you have a leak.
We try to send metered bills every six months, but it can sometimes take longer. This is likely to result in slightly higher bills to adjust for the longer cover.
Try our online calculator to see how much water and energy you use each year. You can also keep track of your usage in your account online.
Outstanding balances
Your payments may have gone up if you have an outstanding balance on your account.
This can happen if you didn't pay your last bill in full, paid smaller amounts than you should, or missed a payment. We need to carry these balances over unless you've set up a special payment arrangement with us.
If you're falling behind we can help you get back on track. View our range of financial support schemes available.
Related topics
You can find out more about your charges, water meters, and bill responsibility.
Metered charges
We go through how customers on a meter are charged.
Bill responsibility
Find out who's responsible for paying water bills.
Water meters
View our guide on how to read and where to find your water meter.