Concerns About My Bill
Will I change from unmeasured charges to measured charges automatically?
Yes – as the switching programme reaches your area, we’ll automatically move you to measured rates from 1 April the following year which will be based on readings from the water meter at your home.
What will my new rate be?
You’ll automatically move onto our Standard Tariff once you switch to measured charge – you can find out more about these rates here (hyperlink). You can also check if you’re eligible for one of our discounted tariffs by completing our Extra Care Assessment onlineor by calling us on 0800 169 3630.
How will this impact my bill and payments?
When you switch to measured charges you’ll no longer be sent an annual bill around February each year. Instead, you’ll get a bill based on the water you’ve used over the year after we’ve read your meter, if you’ve not got a smart meter and we’ve not been able to read your meter we’ll use an estimated reading.
When we confirm you’ve switched to measured charges, we’ll give you an indication of what your likely charges for the next year will be and what that means for your payments.
For customers who pay by monthly direct debit, we’ll automatically adjust your payments to match your usage for the next year, whether that’s going up or down versus your previous unmeasured rates. You’ll also move to 12 monthly payments instead of 10.
What about your lowest bill guarantee?
Having looked at customer meter readings, the majority of customers have lower bills by moving to measured rates.
When our switching programme reaches your area, you’ll move over to metered charges even if you’ve chosen to switch back from measured charges previously. And if you’re within the first 24 months after having a meter fitted and you’ve opted to stay on measured charges, you’ll no longer be able to choose to move back to unmeasured rates.
Can I switch to a different tariff?
When you move to measured rates we’ll automatically move you onto our Standard Tariff. You will not be able to choose a different tariff, but you may be eligible for one of our discounted tariffs, WaterSure, AquaCare, or LITE. Check your eligibility by calling our Extra Care Team on 0800 169 3630, or complete an Extra Care Assessment application here.
I’m worried about paying my bill – what help is available?
If you’re worried about staying on top of your bill you can complete our Extra Care Assessment online or speak to our Extra Care Support team on 0800 169 3630.
We can make sure you're on the best tariff, look at payment plans and point you towards other help and benefits to increase your household income.
Can I choose to move to measured charges before your programme comes to my area?
Yes – if you already have a meter at home you can choose to move to measured charges before our programme comes to your area. You can choose to switch in MyAccount or by calling us on 03457 919 155. You can check if you have a meter here
However, once our switching programme comes to your area, you’ll move over to metered charges even if you’ve chosen to switch back from measured charges previously. And if you’re within the first 24 months after having a meter fitted and you’ve opted to stay on measured charges, you’ll no longer be able to choose to move back to unmeasured rates.
