I Don't Understand My Bill

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

A cartoon drawing of a payment reference number

Your payment reference

You’ll need your payment reference number when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Meter reading

This section of your metered water bill shows the meter readings and usage since your last bill, along with your meter number.

How to find and read your water meter

Charges

This shows a summary of your charges for this bill and the period this is for. You'll also find a comparison to the previous bill's charges. You can find the details of the charges below.

How we calculate your bill

Future payments

If you pay by Direct Debit or on a payment scheme, this will show the next payment. You'll be able to find more details for future payments in the "Your payment summary" on the next page. If you pay your bill on receipt (cash) or by a cyclic Direct Debit, then this will show the balance/next payment due and the due date/payment date.

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

Your payment reference

You’ll need your payment reference number when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Meter reading

This section of your metered water bill shows the meter readings and usage since your last bill, along with your meter number.

How to find and read your water meter

Charges

This shows a summary of your charges for this bill and the period this is for. You'll also find a comparison to the previous bill's charges. You can find the details of the charges below.

How we calculate your bill

Future payments

If you pay by Direct Debit or on a payment scheme, this will show the next payment. You'll be able to find more details for future payments in the "Your payment summary" on the next page. If you pay your bill on receipt (cash) or by a cyclic Direct Debit, then this will show the balance/next payment due and the due date/payment date.

A cartoon drawing of a bill with assessed bill highlighted

Payment reference

You’ll need this when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

Payment reference

You’ll need this when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

A cartoon drawing of page two of an account summary

A close-up of a person sat at a table pulling a letter out of an envelope

Balance brought forward

This is any amount outstanding or credit balance brought forward from your last bill.

A person sitting at a desk holds a bill in one hand and a mobile phone in the other

What you've paid since your last bill

This shows the total of all payments we've received since your last bill.

A person sitting on a sofa holds a pen and paper in one hand and types on a laptop keyboard with the other

Transfer

Transfers show where a balance has been transferred from one account to another.

Adjustments

This area shows any adjustments we've made you to your account. For example, when we've given a leak allowance or surface water rebate.

A person looking at a laptop and smiling

Account balance

This shows the credit amount on your account which has been included when the new payment amounts have been calculated.

Outstanding balance

This shows the balance outstanding on your account which has been included when the new payment amounts have been calculated.

A person entering their card details on their phone

Amount to pay now

This shows the amount now due for payment. However, if you already pay by Direct Debit or payment card this amount will be included in your payment scheme. If you think your water bill is too high, you may be able spread the cost of your bill.

How to set up a payment plan

Balance brought forward

This is any amount outstanding or credit balance brought forward from your last bill.

What you've paid since your last bill

This shows the total of all payments we've received since your last bill.

Transfer

Transfers show where a balance has been transferred from one account to another.

Adjustments

This area shows any adjustments we've made you to your account. For example, when we've given a leak allowance or surface water rebate.

Account balance

This shows the credit amount on your account which has been included when the new payment amounts have been calculated.

Outstanding balance

This shows the balance outstanding on your account which has been included when the new payment amounts have been calculated.

Amount to pay now

This shows the amount now due for payment. However, if you already pay by Direct Debit or payment card this amount will be included in your payment scheme. If you think your water bill is too high, you may be able spread the cost of your bill.

How to set up a payment plan

Rain pours off a roof into an overflowing gutter

Ways to reduce your bill

Surface water is the rainwater run-off from your roof and other paved areas. Where the rainwater runs into the public sewer, we make a charge. If none of the rainwater from your property goes into the public sewer, you can claim a rebate by completing our online form.

How to save water in your home

Ways to reduce your bill

Surface water is the rainwater run-off from your roof and other paved areas. Where the rainwater runs into the public sewer, we make a charge. If none of the rainwater from your property goes into the public sewer, you can claim a rebate by completing our online form.

How to save water in your home

A drawing of a bill with outstanding balance highlighted

A drawing of a bill with Payment Ref highlighted

Payment reference

You’ll need this when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

Payment reference

You’ll need this when making a payment or setting up a payment scheme, such as Direct Debit or payment card.

Customer number

This is the number you may be asked to quote when contacting us or filling out certain application forms.

Unmetered Bill with amount to pay highlighted

Payment due dates

When charges are based on a property's rateable value, they are due in advance. You can pay in two half-yearly instalments if you prefer, although you'll need to pay the first instalment by the date quoted on the bill. If you don't, it will mean that the whole bill becomes immediately payable and the option to pay by two instalments will be withdrawn. If you're experiencing genuine difficulties paying your bill, please contact us to discuss your available options.

Contact Us

Amount to pay now

This shows the amount that's now due for payment. If we don't receive payment by the due date then we may begin recovery action. If your water bill is too high, we may be able to help you with discounts or payment schemes.

What if I can't pay my bill?

Payment due dates

When charges are based on a property's rateable value, they are due in advance. You can pay in two half-yearly instalments if you prefer, although you'll need to pay the first instalment by the date quoted on the bill. If you don't, it will mean that the whole bill becomes immediately payable and the option to pay by two instalments will be withdrawn. If you're experiencing genuine difficulties paying your bill, please contact us to discuss your available options.

Contact Us

Amount to pay now

This shows the amount that's now due for payment. If we don't receive payment by the due date then we may begin recovery action. If your water bill is too high, we may be able to help you with discounts or payment schemes.

What if I can't pay my bill?

Balance brought forward

This is any amount outstanding or credit balance brought forward from your last bill.

Credit

If you see the word Credit on your bill this means that your account is in credit. If you pay by Direct Debit or payment card, you will be building up credit to settle the bill. Any credit left over will be carried forward to your next bill.

Balance brought forward

This is any amount outstanding or credit balance brought forward from your last bill.

Credit

If you see the word Credit on your bill this means that your account is in credit. If you pay by Direct Debit or payment card, you will be building up credit to settle the bill. Any credit left over will be carried forward to your next bill.

What can you do to reduce your bill?

Surface water is the rainwater run-off from your roof and other paved areas. Where the rainwater runs into the public sewer, we make a charge. If none of the rainwater from your property goes into the public sewer, you can claim a rebate by completing our online form.

What can you do to reduce your bill?

Surface water is the rainwater run-off from your roof and other paved areas. Where the rainwater runs into the public sewer, we make a charge. If none of the rainwater from your property goes into the public sewer, you can claim a rebate by completing our online form.

I don't understand my water bill

Why is there more than one type of water bill?

How to read your bill

Customer number

Your payment reference

Meter reading

Charges

Future payments

Customer number

Your payment reference

Meter reading

Charges

Future payments

Payment reference

Customer number

Payment reference

Customer number

Balance brought forward

What you've paid since your last bill

Transfer

Adjustments

Account balance

Outstanding balance

Amount to pay now

Balance brought forward

What you've paid since your last bill

Transfer

Adjustments

Account balance

Outstanding balance

Amount to pay now

Ways to reduce your bill

Ways to reduce your bill

Payment reference

Customer number

Payment reference

Customer number

Payment due dates

Amount to pay now

Payment due dates

Amount to pay now

Balance brought forward

Credit

Balance brought forward

Credit

What can you do to reduce your bill?

What can you do to reduce your bill?

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