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1

Bill payer's address

Our bills out sent to the bill payer’s address, for the property listed below the total amount.

If you aren’t the bill payer for this property, please let us know.

Get in touch.

2

Account holder details

If you ever need to get in touch with us, we’ll need your account holder details. You can also use these to manage your account online.

For your security, we can only discuss your bill with you if you are a named account holder.

Add an additional person

3

Your account summary

In the summary, you can see the total amount you owe us.

To make bills more manageable, you can spread your payments across the year. It’s easiest to do this by Direct Debit, which is really simple and quick to set up.

You may also notice your account is showing a credit balance (CR). This simply means it includes payments you’ve made since your last bill (but it might not include charges for water used since your meter was last read).

4

Your bill details

Here you’ll find the dates that we’re billing you for, the address of the property the bill is for and if the bill is for water and/or wastewater services.

Our charges change on 1 April each year until the following March. If your bill covers two charge periods, it will be calculated using current and previous year's rates. But don't worry, your bill will show if two charge periods apply.

Don't forget to turn your bill over – it shows exactly how we've calculated it.

5

Summary of what you need to pay and by when

This covers the cost of your water and wastewater services for the period mentioned above.

No action is needed as you pay by Direct Debit – please see the list on your bill for when your payments will come out of your bank account. If you don’t pay by Direct Debit, here’s how you can make a payment or set up a Direct Debit.

Advice if you need to make a payment

It’s important you let us know if your bank details change.

Get in touch

6

Your water use

We've pulled together information, so you can see what your usage is like compared to other customers. If you're a high user or want to challenge yourself to reduce your bill, we have some handy tools to help you save.

We've online tools, tips and suggestions on what could be pushing your usage up, as well as how to reduce it.

You can calculate how much water you can save by visiting our water saving community.

One cause of high water bills is leaks. There are a few check you can do to find out if you have one.

7

Calculating your bill

Under 'Meter reading', you will see the most recent reading we have recorded on your account. These are the types of readings we will use to work out your bill:

Actual – we've been out and taken a reading from the meter at your property. We try to read meters once every two years, making bills more accurate.

Estimate – we haven't been able to take a reading, so we've calculated what we think you've used based on your normal use.

Customer – this means you've taken your own reading and let us know what it was.

Closing – we've closed your account and calculated your final bill based on this reading.

Opening – the meter reading we used to open your account. If you have a more up to date meter reading to replace your estimated reading, you can do this online. Please note, any changes to your account as a result of this reading will be made on your next bill.

If you want to submit a reading, you can do it here.

8

Calculating your bill

Here’s how we’ve worked out your ‘Charges’.

Fresh water supply - fresh water used

This is the amount of fresh drinking water we have supplied to your property. We work this out by multiplying the amount (volume) used, by cost per cubic metre (m3). For example, if you’ve used 59m3 at a cost of 132.48p per m3 your charge will be:
59 x 132.48 = £78.16.

Wastewater services - used water disposal

This is the amount of wastewater that we’ve to treat once it leaves your property. We work this out by multiplying the amount (volume) of water used, by cost per cubic metre (m3). For example, if you have used 59m3 at a cost of 74.82p per m3 your charge will be:
59 x 74.82 = £44.14.

If you receive a wastewater rebate we work this out by multiplying the amount (volume) of water used, less 10%, by cost per cubic metre (m3).

Fixed charge

The fixed charge is calculated based on the diameter of your pipe. It covers some of our general customer service costs that do not change with the amount of water you use, and the costs of removing and treating your wastewater. The annual fixed charge is divided into the number of days in the year. The number of days covered by your bill determines how much of the fixed charge is payable.

9

Account activity

This gives you a breakdown of what payments you've made since your last bill.

The breakdown includes any credit transfers or adjustment we have made, which could include:

  • sending you a revised bill based on an actual reading instead of an estimate
  • giving you a Customer Guarantee Scheme payment
  • a payment has been transferred from a previous account

There are different ways to pay, such as setting up a Direct Debit, paying by debit or credit card and you can spread your payments with a payment plan.

If you’re finding it hard to pay your bill, we have support in place to help you with this too.

10

Managing your account

If you need to update your details, tell us you're moving, or change your bank details, you can do this 24-hours a day online.

We want to make it as easy as possible to look after your account, so we’ve pulled together some information and tools that can help you.

Here you can see things such as if you receive a surface water rebate or how to claim this rebate if you don’t think you are connected to the surface water drains.

11

Extra care services

We offer a number of free services for customers who need extra help. You can find out more in our leaflet.

Getting extra help

You can apply by filling out our extra care form and posting it back to Thames Water Utilities Ltd, PO Box 234, Swindon SN38 3TW:

Extra care request