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Getting a smart water meter

Getting a smart water meter

Smart water meters allow you to automatically track the amount of water you use, giving you greater visibility and control over your usage and water bill. Meters also allow us to find and fix leaks more quickly.

In our area, we're forecasting a shortfall of 387 million litres of water a day by 2045, increasing to 688 million litres of water a day by 2100. That’s a quarter of the water we currently supply. Smart meters are an important part of our plan to protect water supplies for future generations, giving greater visibility and control to our customers to better understand and manage their water use.

We're fitting compulsory water meters for all our customers, starting in London. When it’s your turn, you’ll get a letter from us telling you we are going to be fitting meters in your area. 

Thames Water smart meter rollout map

Fitting a meter outside your property

If we're fitting your meter outside your property, we’ll try to fit it in the pavement, so you don’t need to be there. We’ll write to you a week or so before we start working on your street.

The first time we visit will be to dig a hole and put a meter box in the ground. A few days later we'll come back and fit your meter. We may need to turn your water off for a few minutes, we'll let you know if you're in.

Fitting a meter inside your property

If it isn't possible to fit your meter outside, we'll need an appointment with you to find an alternative location. If we’ve asked you to request an appointment, simply follow the instructions to book. Please make sure you have your property reference number to hand, you can find it at the top of your letter.

When we first come to see you to we’ll look for where the meter could go and show you what it looks like. The appointment to fit your meter will take around an hour and we may need to turn your water off for a few minutes.

If the meter is inside your property, we may also need to put in some extra small pipes around the meter. But we'll always talk to you about this before we do any work.

What happens once my meter has been fitted?

We'll activate your meter

Once we’ve fitted your meter, we’ll write to you when we’ve activated it. This will take up to 90 days and will be the start of your one-year comparison period.

One-year comparison

During this time, you can view your water use online. By signing up for an online account you can also receive monthly e-mails about your water use during your comparison period, along with useful tips to save water.

We’ll also send you a comparison letter at 3, 6, and 10 months. All of which will allow you to compare your current water charges with what your bill might be, based on your meter readings. You can switch at any time during your one-year comparison period. If you find your metered bill is likely to be lower, why not switch early and take the credit.

Helping you save

We’ll be on hand to offer you a free Smarter Home Visit, where our team of experts will help you save water and energy and reduce your future bills. Meters make it easier to see how and where water is being used so we can all be as efficient as possible. Our research shows that customers on a meter typically use around 12% less water. Meters also allow us to easily spot where there is a leak so we can fix it as quickly as possible. Learn more about saving water.

Time to switch

After one year, if you haven’t already switched to a metered bill, we’ll move you over.

I’m worried my metered bill will be higher, what can I do?

We understand that, despite best efforts to use less water, for some customers bills will go up. We have a range of financial support options available, from spreading bills and arrears into affordable amounts, to charges to help customers in times of hardship.

Stay smart online

Once your new smart meter has been installed, you can view regular and up-to-date information about your water use online. Simply create an online account.  Once online, it’s easier than ever to pay your bill and change your contact details if you need to.

Checking for leaks

One of the great things about meters is that they show us if there are any leaks. Once your meter is fitted we’ll check remotely for leaks before activating your meter and starting you on your one-year comparison period.