Frequently Asked Questions - Metering.
Q. How do I get a meter installed?
A. Call our specially appointed contractors - Integra Utility Services - on 0845 45 67 063 and ask for an application form. You will need to quote your bill number, which you’ll find in the top right corner of your bill.
Q. Will it cost me to have a meter installed?
A. In most cases, you will be able to have a meter fitted free of charge. This is providing the meter is fitted in one of our preferred locations and can be carried out practically and at reasonable expense. If your water supply service is shared with one or more other properties you will need to apply for a separate supply to our Developer Services department. Please call 01922 618062.
Q. In what circumstances must I have a meter?
A.In some instances it will be compulsory to install a water meter at a household property. This is when we consider that a substantial amount of water would be used over and above that of a normal household. These occasions are:
- If you use a garden sprinkler.
- If you leave a hosepipe running unattended.
- If you have a swimming pool or garden pond with a capacity greater than 10,000 litres.
Q. I am renting a property. Can I still have a meter?
A. You will need to let your landlord know that you have asked us for a meter.
If you have a tenancy of less than six months, you must obtain your landlord's written permission before arranging to have a meter installed. A copy of the written permission must be submitted with the application form. If you live in rented accommodation you can still have a meter fitted.
Q. Where is the meter installed?
A. Our preferred meter location is externally at the boundary of the property. This is normally where our existing main stop tap (MST) is located either on the footpath or just within the boundary of the property.
In some instances it may not be possible to install an external meter due to the supply pipes condition or location. In these circumstances we will undertake a survey of an internal meter installation where the supply first enters the property. Internal meters will be connected to an external touchpad to ensure that we can take a meter reading without having to gain access to the property.
Q. How long will it take to install the meter?
A. Integra will confirm within 5 days that they have received your application form. In the first instance this will be by telephone to arrange an appointment to confirm that a meter can be installed and its location. If they are unable to make contact by telephone after three attempts, they will write asking you to contact them within 21 days. If no contact is received within this time, your application will be cancelled.
Integra will aim to carry out the survey and fit the meter within three months of the application being received. It may be possible, with your agreement, to install the meter during the initial survey. However, if this is not possible they will arrange an appointment with you to install the meter at a more suitable time.
If it is necessary to install a meter chamber, then this will be completed on a separate visit but also within the three month period.
The time taken to undertake the survey and installation will vary for each customer. On average we expect the survey to take around one hour and the installation two to three hours. Because we need access to your property for both the surveys, installation of the water meter and confirmation that the work has been undertaken satisfactorily, you or a representative must be present.
Please note it is important that you continue to pay your rateable value charges even after the meter is fitted. The details will be passed to us and we will update your account within one month of the meter being fitted. Once this has been completed any over or underpayment will be refunded or billed accordingly.
Q. Will a meter save me money?
A. Please view our Metering Booklet. This booklet contains some guidelines on what your likely charges will be on a water meter. Please note that they are only guidelines as the usage can vary considerably depending on the individual household. Do not under estimate your usage when calculating.
Q. What if you are unable to fit a meter?
A. Where the plumbing is complex and the cost of installing the meter is unreasonable we will offer to estimate the value of water use through an ‘assessed charge’. This charge is based on the type of property, not on the number of occupants, and the change will be effective from the date of the initial survey.
| Dwelling Type | Assessed Charge for Water- £/pa | Assessed Charge for Sewerage- £/pa | Surface Water Drainage- £/pa |
|---|---|---|---|
| Terrace / Flat | £105.40 | £101.99 | £26.49 |
| Semi - Detached | £146.80 | £124.24 | £53.11 |
| Detached | £186.00 | £148.51 | £79.60 |
Where a meter can be fitted at reasonable cost, or where you refuse to pay any additional costs for the installation in an alternative location, the assessed charge will not be offered. The charges will continue to be based on the rateable value of your home.
Q. Can I change my mind?
A. You are able to change your mind at any stage of your application, but you should notify Integra as soon as possible so any appointments made can be cancelled. Please telephone 0845 45 67 063. If, once the meter has been installed, you find that your bill is now higher than your previous charges, then you are able to revert to charges based on the rateable value of your property during the first twelve months. However, you will have to pay for the water registered through the meter up to the date of your request.
Any additional charges you may have paid to carry out the meter installation will not be refunded.
You will only be able to revert back to rateable value charges during the first twelve months from the meter installation date. If we have not received a written request from you to revert during this period, we will automatically send you a letter, enquiring as to your decision. If nothing is received within one month of our enquiry then, irrespective of how much water is used, you will not be able to revert to rateable value based charges.
Once the meter has been fitted it will NOT be removed even if you revert back to paying by rateable value charges.
If you move into a property that has a meter fitted, you must pay the charges based on the metered usage, even if the previous occupiers had reverted back to rateable value.
If you use a garden sprinkler, leave a hose pipe running unattended or have a pond or swimming pool with a capacity greater than 10,000 litres you will not be able to revert to the rateable value charges for your property.