Frequently asked questions
Why are you giving me a water meter?
60 per cent of our customers are already on metered charges.
By 2025, we will provide water meters to all our customers that do not already have them. This will bring us into line with other water companies in our region.
The South East of England is officially classed by the Government as being in ‘serious water stress’ - this means demand for water is higher than what’s available, at times.
Climate change is affecting how much water is available for us to supply and it is predicted that droughts will become more common and severe.
We need to plan to make sure there is enough water for all our customers and protect the environment, which provides our water supplies.
Reducing the demand for water is an important part of how we will achieve this.
Evidence shows that, on average, metered customers use 15 per cent less water.
So metering is a cost effective and sustainable way to encourage people to use water more wisely and bring down overall demand.
Many people see their water bill fall when they move to a meter, but for some it will increase. If you are worried about paying your bill, we can provide you with additional financial support.
Please see our 'Moving to metered water bills' page for more information on when you will start paying for your water on metered charges.
You can also visit our 'Helping you save water, energy and money' page for details of the practical advice and support we can provide to help you keep your bills affordable.
Do I have to have a water meter?
Yes, because we operate in an area of serious water stress, we are allowed by law to install water meters in the homes of all our customers. It is part of the Water Industry Act 1991 (amended in 1999).
What will you do if I refuse to have a meter fitted?
We want to work with our customers to help them use less water and ensure their bills remains affordable.
Most people agree that metering is much fairer, as everyone only pays for what they use, and we hope that our customers will understand this and be willing to move to metered charges.
If you are worried about being able to afford your metered water bills, we have a range of support available that you may be eligible for, to help make sure your bill is affordable for you. Please visit our 'Supporting you' page for more information.
If we need to fit a meter inside the boundary of you home and you a) do not allow access to your home to have a meter fitted or b) do not respond to our attempts to contact you to allow access, you will be notified by letter that you will be moved to a new tariff called a ‘No Access Charge’.
Once we have written to you, you’ll be given at least four weeks to respond to us. The new tariff will be based on your existing unmeasured charges plus an additional 75%, for example if you currently pay £200 per year this will increase to £350 per year (£200 + £150).
Your sewerage provider may also move you onto a No Access Charge for their sewerage bill, once notified by us that the water tariff has changed to a No Access Charge. Both Thames Water and Southern Water have similar charges for both water and sewerage.
If we don’t hear from you, you’ll be automatically moved over to the No Access Charge and we’ll confirm to you in writing once it’s done. If a No Access Charge has been placed on your account, we will remove it once a meter has been installed.
The standard process will then apply and you will be either moved onto metered charges or the Assessed Household Charge, depending on whether a meter could be fitted at your home. You will not receive any rebate for each month you were on the No Access Charge up to that point.
What will switching to a water meter mean for me?
Water meters are the fairest way of charging for water, as you pay for what you use - just like for electricity and gas.
Typically, households with meters use around 15 per cent less water and this can help reduce energy bills as well. About a third of energy used in the home goes on heating water for washing dishes and clothes, bathing and showering.
Another benefit is that having a water meter makes it easier to spot if there is a leak on your property e.g. dripping taps or a leaky toilet.
Many people see their water bill fall when they move to a meter, but for some it will increase.
If you are worried about paying your bill, we can provide you with additional financial support. Visit our 'Supporting you' page for further details.
What if a water meter can’t be fitted at my property?
We're not always able to fit a water meter for every home. Common reasons include complex pipework or the lack of a suitable location. If this is the case, you will still receive a bill, but we'll offer you the option of paying an Assessed Charge instead.
Assessed Charges are annual sums which reflect the estimated amount of water used, based on the number of bedrooms and the number of people living in the property.
I am on a low income and I need to use a lot of water. What help is available if my bill goes up when I go onto a meter?
We can offer eligible customers the ‘WaterSure’ tariff. This caps the bills for certain metered household customers at the average household bill for their area. It applies to metered customers who receive specified benefits and:
- Have three or more dependent children living with them; or
- Suffer from (or have someone living with them who suffers from) a medical condition that involves using large volumes of water.
If you think you may qualify for the 'WaterSure' tariff, please contact us for more information on how to apply. We can also offer other support with your bills, depending on your circumstances. See our 'Supporting you' page for more.
What help and support can you give me on saving water and keeping my metered water bills down?
You can book a free, 20-minute virtual water efficiency check by completing the GetWaterFit calculator - just click here
The check will provide advice on your water usage, how to fit free water saving devices as well as fixing simple leaks to toilets and taps - all without the technician needing to come into your home.
Our ‘Every Drop Counts’ booklet contains plenty of water saving tips and advice. It can be read online by clicking here. A few of our top tips include:
• Turn off the tap while brushing your teeth or shaving - this saves around 6 litres of water every minute
• Take a five-minute shower rather than filling up your bath, which uses around 100 litres of water
• Make sure washing machines and dishwashers run on a full load.
There is also a whole range of free devices available to help you save water and money, which include eco-shower heads, shower timers and tap aerators. A link to our free pack page can be found here.