Frequently asked questions

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On this page, you can read answers to questions asked about our bulk meters.

General information:

We would like to measure water usage in your area so we can find out where we are losing water on our network. This will help us fix leaks faster.
By measuring how much water is used in an area, we can more accurately track how much water is being lost through leaking pipes. This will help us to stop water being wasted and plan what investment is required in the future.

We’ll dig a small hole to fit the meter into the ground. This is usually in the pavement.

We’ll put up signs if we need to close footpaths or suspend any parking bays. Once it is fitted, we’ll use the meter to monitor water use in the area and detect leaks.

No, your bill will not be affected by our project.

This meter is only being installed to help us understand how much water is being used and detect leaks in your area.

If you are interested in switching to a water meter please click here to find out more.

Before the meter installation:

A survey usually takes up to an hour. The surveyor will not need access to the property so you do not need to be there when the survey is carried out.

Yes, we'll send you a letter to tell you when we are coming to install the meter. The letter will give you at least 48 hours' notice before we turn your water off.

We will turn your supply off for up to three hours while we fit the meter.

We will contact you in advance to let you know when we will be installing a meter in your area. We will also contact you again 48 hours’ before we turn your water supply off.

You may wish to fill a kettle before this and store a jug of water in the fridge.

Please do not use any household appliances which require water, such as your washing machine, dishwasher or shower.

If you need a supply of bottled water then please call us on 0800 009 3656 at least two days before we come to fit the meter and we can arrange this for you. We can take requests for bottled water from Monday to Friday from 8am to 8pm and Saturdays from 9am to 1pm.

On the day we fit the meter, we'll knock on your door to confirm you have received the bottled water before we shut your supply off.

We will arrange to have bottled water delivered to you on the day of installation, if applicable.

We will also knock on your door to confirm you have received the bottled water before we shut your water supply off.

During the meter installation:

We will need to turn your water supply off for up to three hours, between 9am and 5pm, to enable us to fit the meter. We will give you 48 hours’ notice before we turn your water supply off.
Please do not use any household appliances which require water, such as your washing machine, dishwasher or shower.

The meter will be installed outside the property in the pavement, or sometimes in the road.We may fit meters inside the property boundary if no other options are available. However, if this is the case, we’ll always contact the building owner first to discuss the options.

No. However in some cases we may need to check which pipe it is that supplies water to your building. We do this by tasking you to turn your tap on and off. This lets us know if you are affected when we turn the water off.

Yes. If the meter needs to be installed in a parking bay then parking may need to be suspended, but we will give you advance notice.

There will be little impact as we will generally be working on the pavement.

Sometimes we will have to work in the road to install a meter, which could cause slight traffic disruption, but we will keep this to a minimum. If necessary we will contact the local council to gain relevant permission; for example, temporary parking bay suspension.

After the meter installation:

Once we have installed a meter we will ensure the area is safe and returned to normal.

You may notice that your water splutters out of the cold water tap, or may appear cloudy: this is caused by trapped air.

Sometimes our work may cause the water to initially appear discoloured. This is normal and harmless, and will clear if you run the tap for a few minutes.

If your water does not come back on or your pressure is very low, please check with a neighbour to see if they have the same problem.

If your neighbour’s water is back on, check your inside stop valve is fully open (usually located under the kitchen sink).

If your water is still not on, please call us on 0800 009 3656 quoting bulk meters. We are open 24 hours a day for general enquiries.

If we find any leaks on the section of pipe that is your responsibility, we will talk to you about how we can help you fix it.

For more information on how to check for a leak on your property, please click here.

Yes, a Splitter cable will be installed to ensure you’re still connected.

To find out more about saving water please click here.

You can click here to order your free water saving devices.

If you are interested in switching to a metered bill please click here to find out more.

Our Assessed Household Charge is available if you have asked to be charged by a water meter, but we have not been able to fit one at your property, for example if your pipework is not suitable. We also have a single occupier tariff if you live on your own.

To find out whether you qualify for the Assessed Household Charge tariff, please click here to find out more.