Regular payments for metered customers
We've been in touch with customers about our price increase. The amount it increased varies depending on your tariff and the services you receive. If you pay in instalments, your payments may have increased to reflect this change.
How we calculate your payment plan
Metered customers are billed every six months. This is based on meter readings, which we'll collect when we're due to bill you.
When we set up your payment plan, we calculate what we expect you to use up until you get your next bill. We’ll also include any credit you've built on the account or outstanding balance. Your bill is then split into instalments, so you pay the same amount regularly.
We'll estimate your bill using your past usage if we're unable to read your meter. If that's not available, we'll use the average for the number of people you've told us live at your home.
If we estimated your bill, you may notice a change in what you are asked to pay at your next reassessment. This may be because our estimate was not quite right, or you have used more or less water than we expected. You can submit a meter reading in your online account to ensure you're billed only for the water you use.
Reassessment of payment plans
Starting in April, we began reassessing your plan every six months instead of once a year. This helps ensure your bills are as accurate as possible and that we're not under or overcharging you.
Why regular payments can change
There are a few reasons why your regular payment plans may have changed:
Underpaying your bill
Your previous payment plan may not have quite covered the full cost of what you have used. We updated our prices in April, but your last payment plan could be based on our previous charges. This means for a couple of months (like May and June), you were paying less than needed.
To catch up, we'll include the difference in your new payment plan. Your current payments may be higher to make up the difference.
We'll look at it again after around six months and adjust it to make sure we are charging you correctly.
Outstanding balance from your last bill
Your current payments may be higher if there is an unpaid amount from your last bill. When we set up your new payment plan, we'll always include any outstanding balance to help cover it.
Once this amount is paid off, your payments should go down.
Previous built-up balance
Your payments may be higher because, last time we calculated your bill, you had some money built up on your account. This would have reduced your regular payments for a while.
Once the balance has been used, your new payments will be higher to reflect your charges.
More water is used than estimated
When we set up your payment plan, we estimate how much water you’ll use based on your past usage. Sometimes, the estimate may be lower than what you have used.
Your usage can go up if more people are living in your home or your habits have changed. This could include using your washing machine more or taking longer or more showers. But if you are not sure why you’ve used more water, it could be due to a leak. View our handy guide on how to check for leaks in your home.
Billing periods
We aim to read your water meter every six months. But sometimes we may take the reading a little later or earlier.
This could mean that your billing period is longer or shorter than expected. This may impact your payment plan too, making your payments a little higher or lower.
Extra help and support
We can help provide you with financial support and extra help when you need it.
Get financial support
If you’re struggling to pay, we have a range of financial support schemes available to you.
Easier to read bills
You can get your bill in a different format by registering for our Priority Services.
Our charges
View our latest charges and find out why our prices have increased.