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Changes to your charges

Why are bills increasing?

Every year we review our water and sewerage charges to make sure our bills are fair and clear. Any changes to our charges will apply from the 1 April till 31 March the following year. We’re regulated by Ofwat who govern how all water companies set their bills and determine the amount of revenue we’re allowed to charge customers through water bills. Your water bill covers much more than just the cost of cleaning the water you use and the wastewater we take away. It goes towards protecting and enhancing the environment, as well as making sure there is enough water for everyone, both today, tomorrow and far into the future. Like everyone, we have been impacted by cost pressures from rising energy prices and inflation. But we also know that our region is growing quickly, with more homes being built every year, and climate change is having an increasingly big impact – so it’s important that we continue to invest in our region’s infrastructure to prepare for these challenges. Read more about how your bill is being invested

How are Anglian Water supporting customers?

Last year we announced our largest ever support package of £135m, helping over 330,000 customers get the support they needed with their bills. This year, we've announced a further £70m and will continue to offer a range of tailored services like discounts 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.

What if I can’t afford to pay my water bill?

In the last year we’ve helped over 330,000 customers with personalised support. From payment plans, different tariffs, practical support through our Priority Services Register, to accessing external resources and benefits — whatever your situation, we’ll support you and find a way forward. Contact our specially-trained Extra Care support team on 0800 169 3630 or visit our Extra Care support hub.

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. Join our free Priority Services Register and we’ll make sure we provide you with practical support that suits your needs. We've also got a page dedicated to helping you to understand your bill on our website.

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 24 hours. You can contact our friendly support team on:

• 03457 919 155
• Live chat with us at anglianwater.co.uk/extra-care
• Visit MyAccount App
• Chat with us on WhatsApp. Start a conversation here.

How much are bills increasing by?

From 1 April 2024 until 31 March 2025, the average combined bill (for water and sewerage services) for our customers is increasing by 8% - that’s £1.45 per day for all water and sewerage services. This includes all metered and unmetered households, and any fixed charges. Find out more about the changes to our charges for both metered and unmetered customers.

Why has my bill increase look different to the average % increase?

Because everyone’s circumstances are different, the increase in your bill will probably differ from this average based on different factors like:

• What service you receive from us - water and sewerage, water only, or sewerage only.
• Whether you have a water meter or not.
• How much water your household uses.
• The time of year you receive your bill.

What will the extra money from my bill go towards?

We’re working hard to ensure water bills are as low as possible, while still preparing our region to meet the significant challenges of a rapidly changing climate and a growing population, which puts extra demand on resources. And over the next year we are investing more than £930m to help prepare our region to meet the significant challenges of a rapidly changing climate, and growing population. Read more about how your bill is being invested.

How can I reduce my water bill?

Our communities are growing, and the average household now uses 15% more water than it used to. So, if you’re looking for small swaps to save water, energy, and money at home and in the garden take a look at some of our top tips. You can also take control of your bills with MyAccount by 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