Frequently asked questions

Your consumption could have increased for multiple reasons:

Have you changed your water usage, for example, increased the number of outlets or taken on more people?
Do you think you might have a leak? See our blog on how to do a leak test.
Are you on a shared supply?

If you aren't sure, or would like further advice, please call us on 0330 6600 137.

You can, please contact our friendly Customer Services team on 0330 6600 137 who will be happy to process your payment.
This is the annual charge used to cover the costs of managing your account. Managing your account includes everything from the billing, meter reading and wholesaler management services we provide. The charge that appears on your invoice is calculated by dividing this annual fee by 365 days, and multiplying it by the number of days billed. We charge a fixed yearly retail fee, instead of charging you a percentage based on how much water you use. This means that we can help you keep your water usage and your costs as low as possible.
Of course, as long as each account is being paid by individual bank accounts. Please contact our Customer Services team on 0330 6600 137 who will be able to assist you with setting this up.
We've designed our invoice to be as transparent as possible when it comes to your usage and charges. Check out this  invoice guide to better understand your invoice
We can request this for you from your wholesaler, as long as you can demonstrate that a sustained or significant change in strengths has occurred

Either via our portal (log in here), over the phone on 0330 6600 137 or by emailing – whichever way you prefer!

We recommend submitting a meter read monthly via our portal, five days prior to the date of your next invoice. It's good practice for you to check your water meter reading regularly as it can help identify a leak on supply or find problems with your meter.
If you are on a metered supply, we estimate your usage based on your previous consumption. Providing us with regular monthly meter readings will mean your bills are as accurate as possible, as your bills will adjust as your usage increases or decreases. Please see our 'How to Read My Meter' video.
We read your meter every six months. If we identify an issue during these cyclical reads, our customer services department will contact you and help to resolve the issue.
Of course. Email or call 0330 6600 137 to speak to our friendly Customer Services team. They will speak to the wholesaler on your behalf to get this investigated.

A SPID is your property's Supply Point Identifier – find out more about SPIDs  here

Some non-household customers pay Value Added Tax (VAT) on water bills. VAT is chargeable to customers who have a SIC classification between 1 and 5 of the 1980 edition of Standard Industry Classifications. VAT will be charged at 20% on clean water services if your business falls into one of the following categories:

  • Division 1 – Energy and water supply industries
  • Division 2 – Extraction of minerals and ores other than fuels; manufacture of metals, mineral products and chemicals.
  • Division 3 – Metal goods, engineering and vehicle industries. Manufacture of metal goods not elsewhere specified.
  • Division 4 – Other manufacturing industries
  • Division 5 – Construction

Please get in touch with us if you think that your VAT status needs updating.

Surface water or groundwater drains directly or indirectly into a public sewer. This is based on either the size of the area (in square meters) or it's a fixed annual charge based on meter size or consumption.
If rainwater does not drain from your property into a public sewer you may be entitled to a surface water drainage rebate. Please note – highway drainage benefits everyone that uses the road system, there is no ability to claim for a rebate for this.
Get in touch – our Customer Services team can raise the query with your wholesaler to ensure you're being charged correctly. Email or call us on 0330 6600 137.
Please contact our Customer Services department and we can provide you with evidence to forward to your previous supplier to prove that your supply is now with us.
An unmeasured tariff means there's no meter present at your property, so the tariff charges are based on pre-determined rates relating to the business rateable value.
A measured tariff means there is a chargeable meter present. This tariff is based on the amount of water used, the volume of wastewater discharged into sewers and the strength of the discharge (if trade effluent is present).
A fixed charged is based on the size of the meter and pipe size.
The pressure drops or the meter spins faster or slower than usual. Please refer to our helpful  Self Leak Test Guide to see if you have a leak, or check your wholesaler's website to see if work is being carried out in your area.
Your wholesaler may be carrying out work in your area. It's worth checking your wholesaler's website if you believe this may be the case. Alternatively, you may have a leak – you can use our  Self Leak Test Guide to help you work out if this might be the cause.
Please refer to our  Emergency contact page. Give your wholesaler a call directly if you are experience a burst or leak outside the boundary of your premises, no water, strange smell, colour or taste to your water, low pressure, sewer flooding and blockages or trade effluent compliance issues.
Each regional wholesaler has their own charging scheme which means although you may have two properties of a similar size, the locations could lead to a difference in the wholesaler prices.
It's quick and easy to set up a Direct Debit. You can download a Direct Debit mandate from our portal and email it to, or you can contact our helpful team on 0330 6600 137.
If you’ve had a leak at your property outside your typical usage and registered on your meter, applying for a leak allowance with your wholesaler may be possible. Below are the details that would be required to raise over to the wholesaler:
• Who repaired the leak? (e.g. plumber, yourself)
• The date of the repair
• A plumber’s report/ invoice and any other evidence such as photos etc.
• A meter reading directly after the repair
• A meter reading at least 14 days later
• The date the leak was first noticed
• The location of the leak
• Where did the water drain away to?

We aim to read our customers meters every six months, but we also encourage all of our metered customers to send us monthly readings via our portal.

Here's a few reasons why having regular meter readings is so important:

Accurate billing

The first and most obvious point: accurate billing. If you send us a read up to five working days before your bill date, we can make sure that your read is included in your monthly bill, and ensure that your charges are as accurate as possible. If you can send us regular reads, you can avoid getting a catch-up bill from where your usage might have been higher or lower than estimated.

Leak detection

Let's hope it never comes to it, but leaks do happen, and they can happen in pipes that aren't visible to you. Eventually, if gone unnoticed, this can cause property damage, damp, and large bills. However, regular meter reads can help identify when things go wrong. If your meter shows increased consumption but you do not believe your usage has changed, it could mean that you have a leak. If you think you may have a leak, a simple leak test (you can find out how to do one here) will help identify if there is one, and allow you to make the relevant repairs as soon as possible.

Environmentally friendly

We know what you're thinking, how can reading your meter regularly make you more environmentally friendly? Keeping on top of your water usage and your bills makes you more aware of the amount of water that you're using. As you encourage your business to be efficient about your water usage, you'll be saving water and reducing the stress on the planet's water resources.

Hopefully we've convinced you that reading your water meter regularly is important.

If it is safe and legal for you to read your meter yourself, we recommend sending us meter readings every month. If you send us a reading five working days before your bill date, we can make sure it is reflected in your monthly invoice.

You can access the portal online between 7am and 9pm. 

Please ensure you enter the correct password when attempting to log in. The portal allows five attempts to enter the correct password before locking your account. Click here to create your account or log in.

Click here to create your account. You will need to input your account number (including any -0 or -1 etc at the end) and follow the link that will be sent to the contact email address on your account.

The contact and billing details on your account are the ones that we hold for you on our system. If these are not correct, please get in touch so we’ve got the right details for you going forward.
After inputting your account number to sign up, an email will be sent to the contact email address on your account. If the contact email is correct, check your junk folder. If you would like to change your contact email, please contact or phone them at 0330 6600 137.

Try the following, one at a time:

1. Refresh your browser and try again
2. Log out and log back in again. Click on the logout button in the top right of the Customer portal to log out. This will then take you to a log in screen. Fill in your login details and sign in.
3. Clear your browser's cache. Sometimes web pages won't load if your browser's cache needs clearing. 4. Click this link to learn how to clear the cache on your browser (
5. Restart your device. Make sure any documents are saved, and turn your device off and on again.

If you are encountering an issue or slowness when using the platform, it may be due to the quality of your internet connection.
If you are not connected to a WiFi connection, you will need some form of mobile data coverage. Mobile data coverage can be patchy, so you may need to move to a location with better coverage, or find a WiFi network. If you are unsure if this is the case, try accessing another website and see if it is working.
A bandwidth of 10Mbps or above is normally needed. You can use this website to check your network bandwidth:
If none of the above steps have fixed the problem, let us know by getting in touch at so we can get it sorted for you as soon as possible.