There are lots of ways you can pay – just choose the option that's easiest for you.
- Direct Debit - Pay online by credit or debit card - PayPoint - Internet or phone banking - By post - At a bank or Post Office - Pay by instalments with Giro payment slips - Call us - Through your benefits (Water Direct)
Spreading the cost of your bill can make it more affordable, there are many ways you can choose to pay:
Register for MyAccount The easiest way is to set up an online account. When you sign up to our online account management service, you’ll have the option of choosing which instalment plan you would like, for example, you can choose to pay: - By Direct Debit - Online by card - At a post office or PayPoint outlet - Using Giro slips at a bank or Post Office
With an online account you’ll also be able to: - Check your account balance and payment history - View your bills - Check information about your account
Other ways to set up instalments If you don’t want to register for an online account you can call us to request payment by instalments.
Most of our customers choose to pay by Direct Debit, but you can also request to pay at a PayPoint outlet with a payment card, or using Giro payment slips at a bank or Post Office.
How frequent will my instalments be? The frequency of your instalments will depend on whether you are unmetered or metered and what payment method you have requested.
Unmetered customers Unmetered instalment plans are either spread over: - Two instalments (April and October). We’ll send you a copy of the bill in the month prior to the due date - Eight months (April to November) - Ten months (April to January)
If you’re experiencing difficulties we offer weekly/fortnightly plans. This will show as a special arrangement (with monthly, fortnightly or weekly slips).
We calculate each instalment by working out how much your unmetered bill is for the year and dividing it by the number of months. We’ll also take into account any credit or debit on your account.
We don’t send confirmation that the payment plan has been paid and completed.
Metered customers Metered instalment plans are spread over 12 months.
At the end of the 12 months, your payment plan will be revised based on the last four bills on your account.
At least one of these bills will be an actual meter reading, but some may be estimated. You can check this by looking at your bills, which you can access online.
If your last bill was estimated and you’re not happy with the amount we’ve calculated, you can provide an actual meter reading.
Based on this reading we can then work out how much water you’ve used and use this to adjust your payment plan.
Direct Debit is the simplest and most convenient way for you to pay regular and occasional bills.
A Direct Debit is an instruction from you to your bank or building society. It authorises us to collect payments from your account – but only if we’ve given you advanced notice of the amounts and dates of collection.
Once you have agreed these, the money is deducted automatically. If we want to change an amount or date of collection, we have to tell you about it first.
If your home has a water meter fitted, it will tell us the amount of water that you have used and you will be charged for it.
Water meters are approved for accuracy and tested by the manufacturers before leaving the factory. They need to meet the requirements of Measuring Equipment Regulations 1988.
If you believe your meter to be inaccurate you can ask us to test it. The test is carried out to published regulations and standards, by an independent body.
You will be given the results of the test. If the test shows the meter is accurate you will have to pay a meter test fee. Non-household customers will also need to pay for a replacement meter which will depend on it's size.
If it is not accurate, we will estimate your bills based on previous usage or future usage if there are no readings. You will not have to pay for the test or replacement in this case.
Meter readings and estimated bills
We send our metered household customers a bill at least twice a year. At least one bill each year will be based on an actual meter reading. If we don't have an actual reading, bills will be based on an estimate. The estimated bills are calculated by averaging the daily consumption between two actual meter readings.
If you’re an unmetered customer then you’ll be paying your bills based on your property’s rateable value (RV).
The rateable value of your property is detailed on your bill. To calculate your charges we multiply the rateable value of your property, for example £275, by the charge which has been set for each £1 of rateable value.
If you’d like to be billed on how much water you actually use, you can apply for a meter. These can usually be fitted for free at household properties.
How is my rateable value set? Up until 1990, the rateable value for a property was set by the valuation office of your local council. The council set a separate rateable value for each property based on how much rent might be charged if it was rented out. It took into account the value and age of your property, the amount of land it occupies and the distance from local amenities.
After this date all newly built properties were fitted with a water meter, so rateable values were no longer allocated. It’s not possible to change the rateable value of your property.
If we have carried out a water meter survey and it shows that a meter can’t be fitted at a reasonable cost, we will offer you the alternative of paying an assessed charge for your water and sewerage services.
Assessed charges are based on your property type and not its rateable value (RV).
If your rateable value (RV) is lower than the assessed charge, then we would continue to charge on the basis of RV.
Please note: We can’t offer you assessed charges if: - A meter can be fitted at reasonable cost. - You refuse to pay any additional costs for the installation of a meter in an alternative location. - You refuse to carry out any work needed for the meter to be installed.
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