Installing meters in our region
We’re fitting free water meters for all customers to help save water as part of our metering programme. This is because our region is classified as ‘seriously water-stressed’. The Water Industry Act 1991 enables us to meter properties in water-stressed areas.
Locations of meters being fitted
By 2030, most customers will have a smart meter. Around 2 million customers are already metered. This year we plan to install 78,00 meters. We’re working hard fitting meters in:
- London
- Swindon
- Guildford
- Waverley
- Oxford
- Reading
If you live in London, Swindon, Guildford, or Waverley, you’ll get a smart meter that sends us regular readings of your usage. We won’t need to read your meter.
For some customers, the meters installed aren’t fully smart yet and we aim to read these every six months.

Where we'll fit your meter
We'll always aim to fit your meter outside of your home. However, in some circumstances we may have to fit it inside your property. We go through the difference between the two:

Outside your property
We'll always aim to fit your meter outside your home in the pavement. This is so we can read and maintain it without having to disturb you. We'll conduct a survey to check if we can fit your meter outside.
Once we have permission from the local highways to work there, we'll come back to fit the meter. You won’t need to be in when we do this. We’ll write to you a week or so before we start working on your street.
We'll first visit 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.
Once your meter is fitted, we'll leave you a leaflet with information on your meter and how to save water, energy, and money.

Inside your property
This will be an arranged appointment with you. If we’ve asked you to request an appointment, you can book your appointment online. You’ll need the reference number from the top of your letter.
On our visit, 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. We may need to turn your water off for a few minutes.
Once it's fitted, we'll leave you a leaflet with information on your meter and how to save water, energy, and money.
What happens once your meter is fitted
Once we’ve fitted your meter, we’ll check remotely for leaks before activating it. This normally happens within 90 days but may take longer. When the meter is activated, your one-year comparison period will start. You won’t be switched to a metered bill until after this time has passed.
We’ll send you regular updates on:
- How much water you’re using
- What your future bills could be
- Advice if your metered bill looks like it could cost you more
If you only want to receive communications by email, be sure to create an online account. In your online account, you can also see your daily usage.
Switch to metered bills early
If your metered bills look like they’ll be cheaper than you currently pay, you don’t need to wait. If you switch early, we’ll even credit your account with any money you would have saved if you’d switched on day one. The credit will be dated from the activation date of your meter.
Time to switch
After one year, if you haven’t already switched to a metered bill, we’ll move you over. You’ll get your final unmeasured bill, and then your first metered bill six months later. If you pay in instalments, these will stay in place and we’ll confirm any change to how much you pay. If you don’t already have a Direct Debit, you can set one up in your online account. It’s a hassle-free way to pay your bills.
Typical bill for a metered customer
Our table of metered charges will help give you a better understanding of what your annual metered bill could be. Please note this is based on our current 2023/24 charges.
A metered bill is calculated based on how much water you use and the amount of wastewater we take away. It also includes fixed charges. These cover some of our essential running costs, like maintaining pipes and handling enquiries.
Typical usage |
Number of occupants |
|||||
---|---|---|---|---|---|---|
Low |
1 |
2 |
3 |
4 |
5 |
6 |
Out of the house for majority of the day and takes occasional showers. |
£195 |
£275 |
£347 |
£417 |
£478 |
£533 |
Medium |
|
|
|
|
|
|
Use the washing machine and dishwasher on most days and takes longer showers. |
£247 |
£367 |
£475 |
£581 |
£672 |
£756 |
High |
|
|
|
|
|
|
At home majority of the day, takes daily baths or power showers and regularly uses water for the garden. |
£275 |
£417 |
£545 |
£670 |
£778 |
£878 |