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Changes to your charges

Why are my charges changing?

To ensure our water bills are fair and transparent, Ofwat sets out the mechanisms by which we calculate the revenue we are allowed to recover from customers. This revenue is used to support the day-to-day operations of the business and to fund investment to support our long term environmental and social responsibilities. The change in how much customers will pay in 2023/24 is being driven by several factors. These include rising inflation (based on 9.4% annual CPIH, also known as Consumer Pricing Index including Housing, as at November 2022), and the investments we're making for the future on the things that are important to our customers and for our region. So, every year we review our water and sewerage charges to make sure you’re getting the best value for your money. And in February we publish our water and sewerage services charges for the coming year, these then apply from 01 April till 31 March.

Money can be a difficult and sensitive topic, but we’re here to help in any way we can. The events over the last few years have meant that millions of people are now feeling more worried about money. And we know this year is going to be tough for our customers, as the cost-of-living increases for us all. So, if you think you might need support with your water bill, we’re here to help you. In the last year our specially trained Extra Care support team have helped over 330,000 customers with personalised support plans. Whatever your situation, we’ll support you and find a way forward. Visit our interactive support guide to find out how we can help you find the right support.


When do any new charges comes into effect?

Any changes to our water and sewage service charges will apply to usage from 01 April 2023 until the 31 March 2024. If you have any questions on how these charges may affect your bill or how we can help support you to understand or pay your bill, please visit our tariff and charges webpages or contact our friendly Extra Care support team.

 

I pay my water bill monthly over 12 months, so what do these changes to charges mean for me?

If you’re a customer on a water meter and a monthly payment scheme:

Once a year, after we’ve read your water meter and generated your bill, we calculate your payments for the next 12 months based on your current account balance, your expected water usage, plus standing charges.

If your annual bill is generated before April, your payments are calculated based on the current 2022/23 charges until April and the new 2023/24 charges from April onwards up to the date of your next annual bill.

If you aren’t on a water meter your 2023/24 bill and payment amounts will be based completely on the new charges.

For example, John has his meter read annually on 01 October, so his payments are calculated using the current water rates until 31 March 2023. And then new estimated charges from 01 April 2023 until 30 September. The total is then divided into equal payments over the 12-month period. 


How are Anglian Water supporting customers?

We recently announced our largest ever support package of £135m throughout 2023 for customers struggling with the cost of living, building on a £65 million package announced for 2022. Helping over 330,000 customers by offering a range of tailored services like discounted LITE and Extra LITE tariffs of up to 50%, temporary payment plans, forgiveness schemes and payment breaks in certain circumstances. Find out more about how our support services, Extra Care team and Priority Services Register can help you stay on top of your bills. The sooner we talk, the sooner we can help.


I’m worried about paying my bills. What support services do Anglian Water offer?

Our specially trained Extra Care team can support you with temporary payment plans, discounted LITE and Extra LITE tariffs of up to 50%, assistance funds, as well as access to external resources and benefits.

  • Our Extra Care Assessment can help you maximise your income and find out whether you’re eligible for one of our discounted tariffs or other support schemes. Simply visit anglianwater.co.uk/extra-care or speak to our support team on 0800 169 3630
  • At some point in our lives, we may all need a little extra help due to age, ill health, disability, financial struggles, or language barriers. The Priority Services Register (PSR) is a free service that allows us to support you in lots of practical ways. And our customer care team identify 5000 customers each month who we can support through our PSR. Learn more at anglianwater.co.uk/priority or by calling 0800 141 2934.

 
How can I contact your support services?

We’re here to support you, that’s why over 90% of all calls are answered in less than 3 minutes, and 99% of emails are responded to in less than 24hours. You can contact our friendly support team on:


 
I need help understanding my bill

If you’re struggling to view or understand your bill, please let us know and we can provide your bill in an alternative format, such as braille, larger font, different coloured paper, audio and more. Simply join our free Priority Services Register and we’ll make sure we provide you with communication that suits your needs.


What is the story behind my bill?

Every year, we review our water and sewerage charges to make sure you’re getting the best value for your money. Your water bill isn’t just about paying for safe, clean water to be delivered to your home. It also helps us invest in innovative projects and solutions that will provide a sustainable future for our customers, water, and the environment. Explore our journey so far, the projects you’ve helped us support and our future commitments here.

 

How can I reduce my water bill?

We know this year is going to be tough for our customers, as the cost-of-living increases for us all. So, you might be looking to ways to save at home and in the garden. Below are just some of our favourite small swaps to save water, energy, and money:

  • Keep your showers to 5 mins max – every minute uses 11 litres of water
  • Using the eco setting on appliances can save up to 20% in energy by using less power to heat the water
  • Washing your clothes on a full load will save 10 litres of water every wash

Explore more top tips to save anglianwater.co.uk/savewater

You can also take control of your bills with MyAccount. Simply log in today to track your usage, submit readings and generate an up-to-date bill. Log in now or register at my.anglianwater.co.uk

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