Installing meters in our region

Smart water meters allow you to automatically track the amount of water you use. They also allow us to find and fix leaks more quickly.

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’, and the Water Industry Act 1991 gives us the right to meter all properties in water-stressed areas.

Where are we fitting meters?

By 2030, most customers will have a smart meter. We’re working hard on fitting meters across London as well as Swindon, Guildford and Waverley, moving into Oxford and Reading later this year.  
 
In some areas, the meters won’t be smart immediately, as we also need to install masts to receive the signals. But by 2024, they’ll be up and running.

Fitting a meter outside your property

If we're fitting your meter outside your property, we’ll try to fit it in the pavement. This means 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 we can't fit your meter outside, we'll need an appointment with you to fit one inside your home. If we’ve asked you to request an appointment, you can book your appointment online. Simply choose a date and time that suits you best. 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.

If the meter's inside your property, we may also need to put in some extra small pipes around the meter. 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 it's activated. This normally happens within 90 days but may take longer.

One-year comparison

Once your meter's fitted we’ll check remotely for leaks before activating it and starting you on your one-year comparison period. You won’t be switched to a metered bill until 12 months have passed. 

We’ll send you regular updates on how much water you’re using and what your future bills will be. We’ll provide advice if your bills look like they’ll be more than you pay today. 

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 – a great way to stay in control. 

Take the credit

If your metered bills look like they’ll be cheaper than you currently pay, you don’t need to wait! Choose to switch early and 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 (not the install date).

Helping you save 

Meters make it easier to see how and when water is being used so we can all be as efficient as possible. Our research shows that customers with a smart meter typically use around 13% less water. A meter also allows us to spot leaks so we can fix them quicker. Have a look how you can save water and try our water saving calculator and start saving water today.

If your usage is very high, we can also offer you a free Smarter Home Visit, where our team of experts can help you save water and energy and reduce future bills.  

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.

Your bill as a metered customer

Our table of metered charges will help give you a better understanding of what your annual metered bill could be. A metered bill is calculated based on how much water you use and the amount of wastewater we take away. 

Metered bills also include fixed charges. These cover some of our essential running costs, like maintaining pipes and handling enquiries.