Our Charging Statements for England and Scotland

 

 At Everflow we believe customers should be able to see that they’re getting good value for the services utility retailers provide. Therefore, we give you complete visibility of the wholesale prices you pay, separate from the retail fee we add for things like meter reading, customer service, consolidated billing and more. Below, you'll find the wholesale charging statements, which contain the tariff rates your wholesaler has set for the year. On this page, we explain what the charges mean, and how they are calculated and applied in England and Scotland. We also explain how your retail fee is determined, as well as any other information you might need to know related to your charges. 

The charges in this Statement are payable under the Contract that is formed between you and Everflow Limited when you accept the provision of water and/or sewerage services at your Property.  

This Statement is effective from June 17th, 2024 and relates to Properties connected to the water supply or sewerage network for which Everflow Limited is, or is deemed to be, the licensed supplier of water and/or sewerage services.

This Charging Statement should be read in conjunction with:

Everflow’s Standard Terms and Conditions for the Supply of Water and Wastewater Services to Business Customers in England and Scotland if you have agreed a contract with Everflow, or

Everflow’s Deemed Terms and Conditions for the Supply of Water and Wastewater Services to Business Customers in England and Scotland if you have not agreed a contract with Everflow.

If there is a change in relevant laws or regulatory guidance that has an impact on this Statement, or if there are changes to wholesale charges that will have an impact on this Statement, we may amend this Statement as a result.

References to “we”, “us” or “our” in this Statement will be to Everflow Limited. References to “you” or “your” are references to the customer.

If you have any questions about this Statement, please get in touch!

  customer.services@everflowutilities.com

    0330 6600 137

 

 

The Retail Fee is a fixed charge, and it’s how we cover our operating costs, and pay for things like reading your meter and generating your bills. The Retail Fee is fixed for the length of your contract, and it is determined based on:

  • your wholesale charges;
  • the number of SPIDs at your Property;
  • whether you are in contract with us; and
  • whether your Property is in England or Scotland. 

If you have opted to use a TPI, the Retail Fee may also contain TPI commissions. 

We apply Value Added Tax (VAT) to charges for water we supply to customers whose main business activity is covered by divisions 1 to 5 of the 1980 Standard Industrial Classification (SIC) list. The sectors covered by these classifications are:

  • Chemicals
  • Construction
  • Engineering
  • Manufacturing
  • Mining
  • Textiles
  • Utilities

Charges for sewerage services and for water supplied to non-household customers whose main business activities are outside the relevant SIC classifications are zero-rated for VAT. The charges stated in this Charging Statement do not include VAT. 

The owner or occupier of the property is liable for charges, except where another person other than a billing agent has agreed with us to accept responsibility.

In most owner and occupier situations, it is normally the occupier who is charged and not the owner. Exceptions include holiday lets, some bedsits, and student accommodation, as well as other short-term accommodation where the occupation of the tenants is temporary. In these cases, the owner will usually be charged. If no occupier can be identified, the owner will be liable for the charges.

Where multiple properties are supplied by a single metered water supply, we reserve the right to regard the occupier of one set of properties as the occupier of all the properties served. This will happen when both the site area and consumption of all but one of those properties is, in our opinion, insignificant in relation to the total of the combined properties.

If you take on the services of a third party to act as your billing agent, we will require a written Letter of Authority from you, before making and recovering charges through your billing agent. If there are any additional dealings between us and your billing agent, the Letter of Authority must detail the authority to partake in such dealings on your behalf. Any Letter of Authority must have been signed and currently active (i.e. has not expired). The involvement of a billing agent does not affect your liability for charges. If a site becomes vacant, you must provide us with 30 days notice to ensure no charges for consumption are applied from the date on which the site became vacant. If a wholesaler continues to apply any charges relating to the site, then these will be passed on to the occupier or owner as appropriate.

Please note, if consumption continues to be recorded at the site following the vacancy date, further consumption charges may apply.

 

If you do not pay your bills 30 days after the date of the relevant invoice due date, we will charge late payment fees according to the amount you owe. 

If you owe £1,000 or less, you well be charged £40 in late payment fees.

If you owe more than £1,000 but less than £10,000, you will be charged £70 in late payment fees.

If you owe more than £10,000, you will be charged £100 in late payment fees.

If you do not pay your bill (or a part of the bill that you do not agree with) when we remind you, we reserve the right to charge you the above late payment fees in addition to interest at the rate of 8% a year above the Bank of England bank rate from the day after your invoice due date. 

If we are required to refer you to a debt partner, you will be charged £150 to cover the associated administrative costs. In this instance, we also reserve the right to charge for any additional costs incurred via the formal debt collection process. 
If for any reason you cancel your Direct Debit, your retail fee will be increased by the greater of 5% or £10. 

In Scotland, the volume per meter (for metered supply points) up to 20m3 on every meter size, proportioned in accordance with how long the meter is installed.  The following volume charges will not apply if the volume of water used at your property is less than the allocated tranche.
If it is not practicable to fit a meter at you Property and there is no charging value, or if the Water & Sewerage Undertaker considers that the charging value is no longer relevant, then you will pay assessed volume charges, which are based on the characteristics of your Property.
The body responsible for assigning Rateable Values to non-household premises in Scotland.

In Scotland, has the meaning set out in Section 1 of Schedule 5 of the Local Government Finance Act 1992.

A calculation based on the previous two available meter reads at your Property that estimates the average amount of water consumed at your Property one any one given day. 
A person(s) or company with valid written authority from a customer to act on their behalf in relation to our water and/ or wastewater services charges. The customer remains liable for charges.
In Scotland, volumes beyond the Allocated Tranche, up to the Capacity Volume Threshold (unique for each meter size). The Capacity Volume therefore overlaps with Standard Volumes.
The charges set out in this Charging Statement in respect of Water Supply and Sewerage Services, which include, as appropriate, a Metered or Unmetered Charge or any component of any such charge, including a Fixed Charge, Rateable Value Charge, Volumetric Charge, or Non-Primary Charges. 
The Consumer Prices Index including owner occupier’s housing cost (CPIH) is a measure of inflation used by the Office for National Statistics.
In England, any customer who receives water services from a retailer, but is not in contract with said retailer. 
In Scotland, any customer who receives water services from a retailer, but is not in contract with said retailer. 
The maximum charges allowed for Default Customers in Scotland, as determined by the Default Services, Standard and Maximum Tariffs Direction issued to Licenced providers Pursuant to Standard Licence Condition B1, by the Water Industry Commission for Scotland. 
An estimated meter read is produced by multiplying the Average Daily Consumption (based on the previous 2 meter reads at your property) by the number of days for which you are being billed. 
Any sewerage that is not Trade Effluent or Property drainage. 

All customers, including deemed customers, are categorised by Groups based on how much water they use:

  • Group 1: up to 0.5Ml per year
  • Group 2: .5-50Ml per year
  • Group 3: more than 50Ml per year

These groups are used to set the price caps for Deemed customers. 

A series of guaranteed minimum standards of service a non-household customer is entitled to receive from its water retail company, that requires specified payments to be made to affected non-household customers if the minimum standard is not met.

Refers to water which drains from streets and roads into a public sewer.

Written confirmation from a non-household customer, confirming:

  • the named third party is acting on their behalf;
  • the extent of the third party’s authority; and
  • how the third party’s fees are being paid.
Any apparatus for measuring or showing the volume of water to, or effluent discharged from, any Property, and includes a Meter installed by or in accordance with a specification approved by the Water Undertaker for the purposes of measuring the volume of water supplied to Property and thereby calculating the Charges payable in respect of such Property.

A charge for services that are based wholly or partly on measured quantities of volume.

The formula used by the Water & Sewerage undertaker to calculate the volumetric charges for Trade Effluent.
Any Wholesale Charges which are not a Primary Charge and to avoid doubt this includes all charges that relate to the provision of one off or discrete services performed by the Water and Sewerage Undertaker pursuant to the Operational Terms or in relation to specific circumstances or events.

Reflects ‘normal losses’ of water entering the sewerage system. This covers water that doesn’t actually reach the sewer, for example due to evaporation.

Any person in actual occupation of the premises, or any person who:

  • owns the premises; or
  • has sufficient control over the premises to put them under a duty of care towards lawful visitors; or maintains premises used or intended for use as a dwelling or non-household premises furnished  and ready for occupation; or
  • maintains premises for occupation (including multiple occupation) with shared facilities or as  holiday, student, hostel or other accommodation for short term occupation (whether let wholly or in part), usually for less than 12 months; or
  • develops or owns any new premises that are empty or unfurnished.


The Water Services Regulation Authority, responsible for the regulation of the water and

sewerage industry in England and Wales.

Drinking water fit for supply for domestic or food production purposes, compliant with the Water Supply (Water Quality) Regulations 2000. 
In Scotland, sewerage volumes beyond the Allocated Tranche, up to the Capacity Volume Threshold (unique for each meter size). This value is essentially the sewerage equivalent to the Capacity Volume for water in Scotland.

Includes any building or part of a building which is separately occupied or intended to be

occupied and land or an interest in land.

Refers to all charges in the relevant Wholesale Charges Schedule relating to Water Supply and Sewerage Services both on an enduring or temporary basis, and including fixed and volumetric charges and allowances but excluding,

  1. all charges that relate to the provision of one off or discrete services performed pursuant to the Operational Terms of the Wholesale-Retail Code
  2. all such charges calculated in relation to a Special Agreement by reference to the relevant Factor(s) and Tariff(s).
Rainwater that drains to the Public Sewerage System from the Property.
In England, this is the value of premises designated by the wholesaler, often based on a list maintained under section 41 (local rating lists), 52 (central rating lists) of the Local Government Finance Act 1988 or the official valuation list (for the purposes of the General Rate Act 1967) on 31 March 1990. In Scotland, the Rateable Value is the monetary valuation in £ of a Supply Points determined by the Assessor used by Scottish Water for the purposes of determining certain wholesale charges.

Re-assessed Charges are calculated using the metered charges based on the following parameters:

  • Water and Sewerage Meter Based Annual Charges based on an assessed meter size of 20mm;
  • Water and Sewerage Volumetric charges derived from Scottish Water’s re-assessed volume and where appropriate the volume bands shown below; and
  • A Return to Sewer (where applicable) of 95%

Consumption used by Scottish Water to determine the assigned volume for Supply Points which Scottish Water cannot meter and that are now subject to re-assessment.

The Regulatory Code in England that sets out the rules and obligations of water Retailers concerning the charging of, and terms and conditions for, Deemed Customers.

In Scotland, a scheme where qualifying Supply Points will either be fully exempt from charges or entitled to a 50% reduction in wholesale charges, depending on the qualifying requirements prescribed by the scheme.

In Scotland, all volumes beyond the Allocated Tranche (i.e. annual consumption above 20m3 at single meter Supply Points and annual consumption above the aggregate of 20m3 per meter at Supply Points with more than one meter). This charge element is a declining block tariff that is common across all meter sizes
the up front charge payable when you require and request work to be carried out in relation to a non-primary service at your Property—for example, a change to your water meter. This charge is non-refundable, except in cases where your meter is found to be faulty. 
(Supply Point Identifier); a unique number used to identify a given Supply Point.

The point at which water and sewerage serviced are proved. Any property that receives both water and sewerage will have two Supply Points. Any Property that receives only water or sewerage will have only one Supply Point. 

An individual, partnership, or corporate body that advertises, compares or provides access to services on behalf of another party or facilitates transactions between two parties. 
Any liquid, either with or without particles of matter in suspension in it, which is wholly or in part produced in the course of any trade or industry carried on at trade premises, but not including domestic sewage (see section 141 of the Act) 
Any consent given or agreement entered into by the Company or any of its predecessor bodies under or in pursuance of any provision of the Act or of any other Act or subordinate legislation whereby the discharge of trade effluent to the public sewer or a sewage disposal works (whether directly or indirectly through any intermediate sewer or drain) is authorised.
Value Added Tax
A charge fixed by reference to a reading taken from a Meter which measures the volume of water supplied to any Premises or, as the case may be, by reference to a reading taken from a Sewerage Meter which measures the volume of sewage discharged from any Premises. Such a Volumetric Charge forms part of the Wholesale Charges and, where appropriate, shall include estimated readings as to the volume of water supplied to any Premises or, as the case may be, the volume of sewage discharged from any Premises and shall also include Assessed Measured Charges.
The Company appointed to carry out water and/or sewerage duties under the Act. Also referred to as Wholesaler, Water Undertaker or Sewerage Undertaker 
The charges which the wholesale supplier for water and sewerage services within the region applies in accordance with its tariff document.

The geographical area served by your Water and/or Sewerage Undertaker. In some cases, this area is further subdivided, with different tariffs applied to different parts of the subdivided region.

The water Industry Commission, responsible for the regulation of the water and sewerage industry in Scotland.

England

This section explains how the charges in your bill are calculated, and what charges apply to whom, and when in England. Many of these charges are determined by your wholesaler. This means that among our customers there may be up to 19 different amounts that you could pay, depending on what wholesale region your Property is in. If you would like to know the specific tariff amounts for these charges, you will need to refer to your wholesaler’s charging statement, which you can find above.

There are three ways you can be charged for water and sewerage services:

  • Metered charges – If you have a water meter at your Property, your bills are based on metered charges. The charges are based on the volume of water supplied to your property.
  • Unmetered charges – If there is not a meter at you Property, you will pay unmetered charges. These charges are based on the 1989/90 rateable value of the Property, and its wholesale region.
  • Assessed charges – If it is not practicable to fit a meter at you Property and there is no charging value, or if the Water & Sewerage Undertaker considers that the charging value is no longer relevant, then you will pay assessed volume charges, which are based on the characteristics of your Property.

Whichever of these methods applies to you, the charges will cover up to five elements:

  • Water supply – this covers the costs of supplying clean water to your property.
  • Wastewater – this covers the cost of removing, treating and/or disposing of the wastewater from your property.
  • Surface Water Drainage – this covers the cost of draining rainwater from your property. If no rainwater from your property drains to the public sewer then you won’t have to pay this charge.
  • Highway Drainage – this covers the cost of draining water from the public highways.
  • Trade effluent charges – if your wastewater discharge contains more than just a domestic type of effluent, you will be charged according to the strength of the effluent.

Each of these elements can be composed of both fixed and volumetric charges. Fixed charges are based on things that do not change, like the size of your meter. Volumetric charges are based on the volume of water that you use at your premises, as measured by your water meter(s). All of these are covered in more detail in the Primary Charges section

 

Sometimes, you will require additional services outside of the above (water, wastewater, drainage, bills from us, etc). These are non-primary services, and include (but are not limited to) things like installing a new meter, verifying the location of your existing meter, or disconnecting your water supply. The charges for these kinds of services are called Site Work Charges.

When you require one of these services, contact us to let us know what you need, and we will let you know how much the Site Work Charge for the service will be. The Site Work Charge covers the cost incurred by us to arrange for a technician to come to your Property, and it must be paid upfront, before the visit takes place. In some cases—for example, if you need a Trade Effluent Consent—we may not be able to tell you or us what the final cost of the full service will be until a technician has visited your site. In these cases, you will be charged a Site work Charge upfront, and we will provide you with a quoted price range for your service. If you accept the quote, you will be liable to pay any charges incurred to carry out the services, in addition to the Site Work Charge. 

Your water supply charge is based on how much water you actually use, as measured by your water meter(s). If an actual meter reading is not available, we may use an estimated meter reading. Our estimates are based on the previous 2 available meter reads, which we use to calculate your average daily consumption (ADC). The ADC is then multiplied by the number of days for which you are being billed to produce an estimated read. 

To work out the charge, the volume of water (actual or estimated) is multiplied by the appropriate rate. The charges are made up of the following:

  • a fixed charge based on the size of the meter (where no meter size is shown on the water meter, a meter size will be assessed by reference to the nominal flow through the water meter);
  • a volumetric charge per m3 of water consumed;
  • a fixed charge per site based on the band of water volume supplied;
  • a fixed charge for optional, intermediate, and large tariffs

The appropriate rate, as well as each of these charges, is determined by your wholesaler and will vary depending on your wholesale region.

 

The charges for wastewater/sewerage are based on the volume of water used at your premises, and allowing for any losses. If an actual meter reading is not available, we may use an estimated meter reading to determine this volume.

To work out this charge, the volume of water used (actual or estimated) is multiplied by the appropriate rate and adjusted for any non-return allowance. The non-return allowance reflects ‘normal losses’. This covers water that doesn’t actually reach the sewer, for example due to evaporation. 

For metered sites, drainage charges are normally based on the size of the area that drains into the Sewerage Undertaker’s sewer. If you can show that some or all of you property does not have any surface water draining to the sewer, you might be eligible for a reduction in this charge. Get in touch with us to find out more.

Drainage charges also include a site fixed charge per service based on the volume band of water supplied to your property. A fixed highway drainage charge may also be payable.

If there is not a meter at you property, you might pay unmetered charges. Unmetered customers are charged for:

  • Water Supply
  • Wastewater
  • Drainage (Surface water and highway drainage)

 Unmetered charges are comprised of:

  • An annual fixed charge in accordance with the relevant wholesaler’s charges, and
  • A charge calculated by multiplying the rateable value of the Property by a rate in £ based on the location of the Property, as specified in the relevant wholesale charges schedule.
The applicable rates will differ by wholesaler region, and you can find the rates relevant to you in your wholesaler’s charging scheme.

If you are currently paying unmetered charges and would prefer to pay for your actual consumption, you can choose to have a water meter installed by phoning or emailing us. We will then raise a request on your behalf to the Water & Sewerage Undertaker. Additional charges may apply.

Where the Water Undertaker determines that metering is not reasonably practicable or involves unreasonable expense, they may decide not to install a meter. In this event we will inform you of their reason.

Where a meter cannot be installed - and you currently pay unmetered charges - you can choose to stay on unmetered charges, or you may be able to choose to pay assessed volume charges.

If either you or a previous occupier of your premises have applied for a meter in the past, but installation was not then possible, it may be worth re-applying due to changes in technology. Contact us for more information.

Water meters and any associated equipment will be positioned in accordance with the Meters Regulations and must record the total volume of water used. The water meter will ordinarily be sited inside your premises but may be outside if this is necessary for operational or access reasons. You can request an alternative location providing it is accepted by the water undertaker. Contact us, and we will make the arrangements with the water undertaker. You may be liable for any additional costs.

If it is not practicable to fit a meter at you Property and there is no charging value, or if the Water Undertaker considers that the charging value is no longer relevant, then you will pay assessed volume charges.

The assessed volume charge is a fixed annual amount that reflects the level of consumption that the water undertaker estimates you would use if a meter was installed, and the size of meter you would need. This estimate is based on the type of business or other non-household activity carried out at your Property, and the number of full time (or equivalent) employees.

In some circumstances, the water undertaker might determine that an assessed volume is not suitable. In these cases they will instead assess a charging value and apply unmetered charges until the premises can be metered.

The site assessment can be reviewed at any time by the Water Undertaker.

If your wastewater discharge contains more than just a domestic type of effluent, you will be charged according to the strength of the effluent under a Trade Effluent Consent. You must obtain consent from your wholesaler to discharge trade effluent; failure to do so is a criminal offence punishable on conviction with a fine.

In order to apply for a Trade Effluent Consent, you must pay the application fee set by your wholesaler. If the wholesaler needs to sample the effluent or conduct any investigations at your Property, you will also need to pay for sampling and analysis. The cost of this will be unique to your Property and, and at the point of application we can provide you with a quoted price range. If you accept the quote, you will be liable to pay for the full cost of sampling and analysis as determined by your wholesaler for the sampling and analysis required at your Property.

Once you have obtained consent to discharge trade effluent, the Trade Effluent Charges will consist of:

  • A fixed charge based on the waste water system’s capacity requirements, and
  • A volumetric charge per cubic meter that is calculated based on the nature, composition and volume of the effluent discharged from your property.

Sites charged for trade effluent may have samples taken by the Wastewater Undertaker to determine the strength of the effluent; in these cases you will be advised of the results. The Water Undertaker may also use samples taken from other representative properties. These sample readings will then be used to calculate the Operating charge using the Mogden Formula:

Operating Charge = R + V + ((Ot)/(Os)) B + ((St)/(Ss)) S,

where:

R = The cost per cubic meter for the Reception and Conveyance of Trade Effluent

V = The cost per cubic meter for Preliminary Sewage Treatment

B = The cost per cubic meter for the Biological Treatment of Trade Effluent

S = The cost per cubic meter for Sludge Treatment and Disposal

Ot = The chemical Oxygen Demand of the Effluent

Os = The chemical oxygen demand of the sewage

St = Settleable solids in the effluent

Ss = Settleable solids in the sewage

If there is not a meter at your Property to measure the volume of the effluent, your Sewerage Undertaker may agree to place you on an assessed tariff. 

Site Work Charges cover the cost of site work visits required to perform non-primary services that we and/or the Wholesaler perform outside of providing your water and your bills. Site Work Charges apply when:

  • We ask the wholesaler to carry out work at your Property
  • An individual who is not the retailer asks the Wholesaler to carry out work at their Property
  • The Wholesaler is required by statute or regulation to carry out work at a Property.

These services include, but are not limited to:

  • Changing your meter
  • Re-locating your meter
  • Testing the accuracy of your meter
  • Replacing/repairing your meter
  • Meter Logging
  • Verification and Deregistration Services
  • Disconnection and Reconnection Services
  • Water Fittings
  • Installing, Repairing, converting or Removing Fire Hydrants
  • Standpipe Charges
  • Septic Tank & Cesspool Treatment
  • Trade Effluent Consent Applications and Variations

The charges for these services will vary depending on the location of your property.

When you require a non-primary service, we will advise you of the relevant Sitework Charge. This charge is payable upfront, before the service is carried out. This charge will normally cover the costs associated with sending an operative to your property to deliver the service requested. 

The Sitework Charge is normally non-refundable. The exception to this is where the site visit confirms that the relevant wholesaler is obligated by statute or policy to cover the costs incurred. In these instances, the Sitework Charge will be reimbursed to you upon confirmation from your wholesaler of their liability to cover the costs incurred.

Some jobs (e.g. request to change meter size, model, location; meter installation) are quotable. This means that there is not a standard cost associated with this service, and a site visit is required to obtain the total charge amount. In these instances, The Sitework Charge is non-refundable. Once the Sitework Charge is paid and we have obtained a quote, we will advise you of the full cost associated with the requested service. You can choose at this point to agree to the charge, or choose not to progress with the request.

There are two ways that your supply can be disconnected, if necessary: 

Temporary Disconnections: Your supply can be temporarily disconnected from the network, usually through the installation of a stop-valve at your supply. A temporary disconnection can be reconnected without applying for a new connection.

Permanent Disconnection: If your supply is permanently disconnected from the network, you must apply for a new connection in order to reconnect the supply. These disconnections may be performed by physically removing a section of the pipe that connects your supply to the network. 

Your water, waste, and/or Trade Effluent services can be temporarily disconnected if:

  • You do not pay your bills;
  • You do not allow us to access your meter;
  • You refuse to provide a refundable deposit where we have requested that you do so;
  • You ask us to temporarily disconnect your supply, for example if your property is being refurbished;
  • You do not comply with the Water Regulations;
  • You do not comply with any consent needed for Trade Effluent;
If your property is to be disconnected for non-payment or obstruction of access to the meter, we will send you a Disconnection Warning Notice. Such notice will be communicated to you over a minimum period of 28 days after the original payment due date. If no resolution can be made in this period, we will instruct an accredited IC&R (Interactive contact and resolution) company to visit the property and assess whether the property can be disconnected. If they are unable to collect the debt from the right entity and the property can be disconnected, they will proceed with the disconnection.

We can also permanently disconnect your supply if: 

  • You illegally use water or wastewater services
  • You ask us to permanently disconnect your supply if, for example, your property is being demolished. 

If we permanently disconnect a Property, the Contract for that Property will end at the date of disconnection, apart from charges and responsibilities due at that time, including the appropriate disconnection charge.

 


Any customers who receive our services but are not in contract with us are called Deemed Customers. In England, charges for Deemed customers must not exceed certain limits as set out by Ofwat in the Retail Exit Code. All customers, including deemed customers, are categorised by Groups based on how much water they use:

Group 1: up to 0.5Ml per year

Group 2: .5-50Ml per year

Group 3: more than 50Ml per year

These groups are used to set the price caps for Deemed customers as detailed in the following sections. 

Charges for Group 1 deemed customers cannot be higher than Cti, an amount which is calculated in accordance with the following formula:

Cti = [(actst + mct + wti) ÷ (1 – nm – b)]

where:

actst = £49.98 (in 2023-24 prices adjusted for inflation as explained below)

mct = £9.74 (in 2023-24 prices adjusted for inflation as explained below) if the unique service for which the maximum charge is being calculated is a water metered service, zero otherwise

wti = the wholesale charge, for the Wholesaler area and customer type (i), for the corresponding charging year for which the maximum charge is being calculated ; and

nm = 2%, the allowed net margin (expressed as a percentage).

b = 2.45%, the allowed customer bad debt cost allowance (expressed as a percentage).

From 2024-25 onwards, Retailers’ charges for each unique service provided to each Group 1 customer are permitted to be adjusted for inflation. The adjustment is applicable from the start of each Charging Year and based on the CPIH inflation rate as measured in October of the Charging Year prior to the charging year to which the charges will apply. Specifically the adjustment is permitted to apply to the allowed cost to serve component acts, and the allowed meter read cost component mc, as defined by the formulae for the relevant charging years:

actst = £49.98 x inft

mct = £9.74 x inft

where:

inft = inflation factor based on CPIH and is the ratio of the CPIH index from October in the charging year prior to the charge year for which the maximum charge is being calculated to the CPIH index as measured in October 2022.

This means for example that the acts to apply in the charging year 2024-25 will be the acts given for 2023-24 (ie. £49.98) multiplied by the ratio of CPIH applying in October 2023 and October 2022.

REC allowances for Group One customers for Charging Year 2024-25 following the Permitted Adjustment
Element of REC price cap for Group One customers Allowance for 2024-25 Charging Year
Allowed Cost to Serve  (ACTS) £52.35
Meter read cost allowance £10.20
Allowed Net Margin (%) 2.00%
Customer Bad Debt Costs (%) 2.45%

Given the above, a worked example based on a wholesale charge of £100 per annum would give the following metered water charge for a Deemed Group 1 customer: 

Cti = (52.35 + 10.20 + 100) ÷ (1 - 0.02 - 0.0245)

Cti = £170.12 per annum in 2024-25.

Charges for Group 2 Deemed customers cannot be more than Ct which is calculated in accordance with the following formula:

Ct = (1 + gm) x wt

where:

gm = the allowed gross margin based on the service being taken and charging year (expressed as a percentage) and is the higher of:

  • the gm for an equivalent usage Customer in FY2019-20; or
  • the gm for the corresponding charging year and service as set out in the table below.

w = the wholesale charge for the specific customer for the corresponding charging year.

 Allowed Gross Margin 
Service2023-242024-25 and Subsequent Charging Years 
Water Supplies8.49%8.0%
Wastewater Services10.49%10.0%

Given the above, a worked example based on a wholesale charge of £100 per annum would give the following water supply charge for a Deemed Group 2 customer: 

Ct = (1 + 0.0849) x 100

Ct = £108 per annum in 2024-25.

When charging Group 3 Deemed customers, all retailers must ensure that:

  • the charges payable by the customer are reasonable; and
  • there is no undue preference shown to, and that there is no undue discrimination against, any customer compared with the Retailer's other customers of the same class as the customer in question.

Scotland

This section explains how the charges in your bill are calculated, and what charges apply to whom, and when, in Scotland. Most of these charges are determined by Scottish Water, the Water and Sewerage Undertaker in Scotland. You can find these charges detailed below, or in Part 2 of Scottish Water's wholesale charging statement above.

Primary Charges cover the cost of up to 4 elements:

  • Supplying water (potable, and non-potable) to your Property
  • Removing, treating, and/or disposing of sewerage from your Property
  • Draining water to the Public Sewerage System provided for surface water
  • Trade effluent removal and treatment. If your wastewater discharge contains more than just a domestic type of effluent, you will be charged according to the strength of the effluent.

For each of these elements, the primary charges will consist of Volumetric Charges, Meter Based Annual Charges, and/or a Rateable Value based Charge.

Volumetric Charges have three components:

  • Allocated Tranche – volume per meter (for metered supply points) up to 20m3 on every meter size, proportioned in accordance with how long the meter is installed.  The following volume charges will not apply if the volume of water used at your property is less than the allocated tranche.
  • Standard Volume – all volumes beyond the Allocated Tranche (i.e. annual consumption above 20m3 at single meter Supply Points and annual consumption above the aggregate of 20m3 per meter at Supply Points with more than one meter). This charge element is a declining block tariff that is common across all meter sizes.
  • Capacity Volume – volumes beyond the Allocated Tranche, up to the Capacity Volume Threshold (unique for each meter size). The Capacity Volume therefore overlaps with Standard Volumes.

Volumetric Charges apply to water and sewerage services. The specific charge applicable is based on a stepped tariff, which is applied to the total annual water consumption at a Supply Point. See the Primary Charges section for the volumetric charging tariffs.

The Meter Based Annual Charge is based on the size of the meter on each supply, and is an annual charge that is applied on a daily basis. Meter Based Annual Charges apply to Water and Sewerage services. See the Primary Charges for more information about annual meter related charges.

The Rateable Value is the monetary valuation in £ of a Supply Point(s) as determined by Scottish Water’s Assessor. The Rateable Value Charge applies to Property Drainage Charges, and it may also be applied to Water and Sewerage Charges for supply points that are not metered. 

Sometimes, you will require additional services outside of the above (water, wastewater, drainage, bills from us, etc). These are non-primary services, and include (but are not limited to) things like installing a new meter, verifying the location of your existing meter, or disconnecting your water supply. The charges for these kinds of services are called Site Work Charges.

When you require one of these services, contact us to let us know what you need, and we will let you know how much the Site Work Charge for the service will be. The Site Work Charge covers the cost incurred by us to arrange for a technician to come to your Property, and it must be paid upfront, before the visit takes place. In some cases—for example, if you need a Trade Effluent Consent—we may not be able to tell you or us what the final cost of the full service will be until a technician has visited your site. In these cases, you will be charged a Site work Charge upfront, and we will provide you with a quoted price range for your service. If you accept the quote, you will be liable to pay any charges incurred to carry out the services, in addition to the Site Work Charge. 

 

The charges you pay for water, wastewater removal, trade effluent, and drainage are called primary charges. These charges are always determined by Scottish Water. This section details the Primary Charges for water, as set out by Scottish Water for 2024-25. 

 

The Water Meter Based Annual Charge and Capacity Volume Threshold

Water Tariff Meter Size Meter Based Annual Charge – Potable (£/meter) Meter Based Annual Charge – Non-Potable (£/meter) Capacity Volume Threshold (m3)
0mm 0 0 0
20mm 84.86 69.63 100
25mm 168.64 138.17 500
40mm 669 545 1,000
50mm 1,207 981 2,500
80mm 2,347 1,911 7,500
100mm 2,543 2,072 25,000
150mm 5,355 4,360 75,000
200mm 40,169 32,699 100,000
250mm 107,117 87,193 150,000
300mm 132,559 207,903 300,000

 

The Water Volumetric Charge

Standard Volume Charges Potable
(per m3) 		Non-Potable
(per m3)
Allocated Tranche 0 0
Greater than the Allocated Tranche up to and including 250,000m3 89.52 53.49
Greater than 250,000m3 up to and including 1,000,000m3 75.65 41.61
Greater than 1,000,000m3 46.42 19.86

 

Capacity Volume Charges

Potable Water (per m3): £65.63

Non-Potable Water (per m3): £53.60

 

 

Field Troughs and Drinking Bowls

Farms: £157.31 per annum

Crofts & Registered Small Holdings: £102.52 per annum 

 

 

Outside Taps

Farm and Other Supply Points: £157.31 per annum 

Crofts & Registered Small Holdings: £102.52 per annum

The Foul Sewerage Meter Based Annual Charge and Premium Capacity Volume

Foul Sewerage Tariff Meter Size Meter Based Annual charge (£/meter) Premium Capacity Volume (m3)
0mm 0 0
20mm 59.84 50
25mm 126.20 250
40mm 502 500
50mm 753 1,500
80mm 2,040 3,00
100mm 3,624 10,000
150mm 11,608 20,000

The Foul Sewerage Volumetric Charge is applied to 95% of all consumption recorded on the water meter, or the estimated consumption where the meter is discovered to have stopped recording, or the assessed consumption. The volume component is not applied to water used for firefighting or fire training purposes.

At Supply Points that are not metered, sewerage volumetric charges will apply to assessed volumes.

At Supply Points with a metered private water supply, the Foul Sewerage Charge will be based on the metered consumption where recorded.

At trade effluent discharge points foul sewerage volumetric charges will only apply to the non-domestic allowance (all non-industrial discharges from the Supply Point) specified by Scottish Water for the Supply Point.

The Foul Sewerage Volumetric Charge (all rates in p/m3)

Standard Volume Charges p/m3
Allocated Tranche 0
Standard Volume Charge 102.54
Capacity Volume Charge 85.57

 

Property Drainage Charges

  Units Rate
Property Drainage Charges p / £ Rateable Value / year 3.6671
Area Based Property Drainage Charges P per m2 / year 98.5361

 

 

The Standard Strengths for Trade Effluent are as follows:

  • Os (mg/litre) = 350
  • Ss (mg/litre) = 250

The minimum charge for Trade Effluent is £235. 

The Availability Charge 

Availability    
Ra p/m3/day 12.3532
Va p/m3/day 8.2243
Ba p/kg/day 31.3862
Sa p/kg/day 26.9019

The Operational Charge 

Operational    
Ro p/m3 standard strength 19.9134
Vo p/m3 standard strength 13.2810
Bo p/m3 standard strength 17.7496
So p/m3 standard strength 10.8536

 

 

If there is no meter at your premises, then Primary Charges will be applied to your property based on Assessed Meter Size and Assessed Volume, unless a reassessment has been done. The owner of a vacant, unmetered Supply Point is required to pay the water and sewerage annual charges and the property drainage charge associated with the services available at the property. Charges for the assessed volume do not apply at Supply Points that are vacant. Trade effluent charges also do not apply at unmetered Supply Points.

An assessed meter size of 20mm is allocated to all unmetered Supply Points, including vacant Supply Points.

The Assessed Volume is calculated using the following formulae:

  • Assessed water volume (m3 per year) = ((0.0248 x Rateable Value) – 24)
  • Assessed sewerage volume (m3 per year) = 95% x ((0.0248 x Rateable Value) – 24)

Supply Points with a Rateable Value of less than £970 will be assigned 0m3 volume by Scottish Water.

If there is reason to believe that the assessed consumption at your property is not accurate, we can request a re-assessment. The re-assessment will determine whether a meter can be installed. If Scottish Water decides that installing a new meter is not feasible, then the Supply Point may be considered for re-assessed charges.

Re-assessed Charges are calculated using the metered charges based on the following parameters:

  • Water and Sewerage Meter Based Annual Charges based on an assessed meter size of 20mm;
  • Water and Sewerage Volumetric charges derived from Scottish Water’s re-assessed volume and where appropriate the volume bands shown below; and
  • A Return to Sewer (where applicable) of 95%

 

 Re-Assessed Volume (m3 per year)Re-Assessed Volume (m3 per year) Assigned Annual Water Volume m3 per yearAssigned Annual Foul Sewerage Volume (95% return) 
 LowHigh
Group 1019.99109.5
Group 22099.996057
Group 3100299.99200190
Group 4300619.99460437
Group 5620939.99780741
Group 69401,259.991.1001,045

 

If the re-assessed volume is out-with the ranges described in the volume bands above, the re-assessed volume will be the assigned volume.

If the water on your Property is only used to provide facilities for your employees, then you can make a Standard Request for reassessment. Any other situations where water is used in the provision of facilities, goods, or services to persons other than employees require a Non-Standard Request.

Re-assessed volume for non-standard requests will be calculated to reflect:

  • The number of full time employees
  • The combination of water-using facilities available, and
  • The nature of business being carried out at the property.

Charges at re-assessed Supply Points will revert to Rateable Value–based assessed unmeasured charges when the Supply Point becomes vacant.

Site Work Charges cover the cost of site work visits required to perform non-primary services that we and/or the Wholesaler perform outside of providing your water and your bills. Site Work Charges apply when:

  • We ask Scottish Water to carry out work at your Property
  • An individual who is not the retailer asks Scottish Water to carry out work at their Property
  • Scottish Water is required by statute or regulation to carry out work at a Property.

These services include:

  • Changing your meter
  • Re-locating your meter
  • Testing the accuracy of your meter
  • Replacing/repairing your meter
  • Meter Logging
  • Verification and Deregistration Services
  • Disconnection and Reconnection Services
  • Water Fittings
  • Installing, Repairing, converting or Removing Fire Hydrants
  • Standpipe Charges
  • Septic Tank & Cesspool Treatment
  • Trade Effluent Consent Applications and Variations

When you require a non-primary service, we will advise you of the relevant Sitework Charge. This charge is payable upfront, before the service is carried out. This charge will normally cover the costs associated with sending an operative to your Property to deliver the service requested.

The Sitework Charge is normally non-refundable. The exception to this is where the site visit confirms a faulty asset which is not the responsibility of the customer. In these instances, the Sitework Charge will be reimbursed to you upon confirmation of the non-liable fault from Scottish Water.

Some jobs (e.g. request to change meter size, model, location; meter installation) are quotable. This means that there is not a standard cost associated with this service, and a site visit is required to obtain the total charge amount. In these instances, The Sitework Charge is non-refundable. Once the Sitework Charge is paid and we have obtained a quote, we will advise you of the full cost associated with the requested service. You can choose at this point to agree to the charge, or choose not to progress with the request.

There are two ways that your supply can be disconnected, if necessary: 

Temporary Disconnections: Your supply can be temporarily disconnected from the network, usually through the installation of a stop-valve at your supply. A temporary disconnection can be reconnected without applying for a new connection.

Permanent Disconnection: If your supply is permanently disconnected from the network, you must apply for a new connection in order to reconnect the supply. These disconnections may be performed by physically removing a section of the pipe that connects your supply to the network. 

Your water, waste, and/or Trade Effluent services can be temporarily disconnected if:

  • You do not pay your bills by the due date set in any reminder letter and you miss payments under an agreed payment plan, or if you have been placed on a shortened collection period and have not paid an invoice properly due.
  • Your actions or omissions prevent us from accessing your meter for 12 consecutive months, despite our reasonable efforts to offer opportunities for access and any notices of denied access. 
  • You refuse to provide a refundable deposit where we have requested that you do so;
  • You do not comply with the Water Regulations;
  • You do not comply with any consent needed for Trade Effluent;

If your property is to be disconnected for non-payment or obstruction of access to the meter, we will send you a Disconnection Warning Notice. Within 10 days of receiving such notice, you can make a representation to us in writing (including via email) to prevent disconnection. If you can provide us with access to the meter and/or your representation prevents disconnection, we will not disconnect your property. 


We can also permanently disconnect your supply if: 

  • You illegally use water or wastewater services
  • You ask us to permanently disconnect your supply if, for example, your property is being demolished. 

If we permanently disconnect a Property, the Contract for that Property will end at the date of disconnection, apart from charges and responsibilities due at that time, including the appropriate disconnection charge.

In Scotland, the Water Industry Commission for Scotland determines a set of standard conditions that water retailers must abide by under the Water Services Etc (Scotland) Act 2005. Condition B1 is the duty to provide Default Services to a particular standard (Default Standards) and at a price not exceeding a maximum amount (the Default Maximum Tariffs).

This means that if we provide your water and/or wastewater services, but you are not in contract with us, we must provide the default service, at the default standard, and never above the default price.

All of the default services, standards and maximum Tariffs can be found here. If you are not in contract with us, these are the rates you will pay. If you are in contract with us, you will pay the lower rates as detailed in the sections above.

Business Charges will apply at dwellings where the Assessor record for the premises includes an Apportionment Note. These premises are termed part-residential. In such circumstances all Rateable Value based charges will be based on the full property Rateable Value.

Premises that include both dwellings and business non-domestic rated subjects but have no Apportionment Note are termed dual use. At unmetered dual–use premises, unmeasured Council Tax based water and sewerage charges will apply to the dwelling and assessed charges will apply to the business. Where a meter has been installed, meter related charges will be levied to the business premises. The dwelling will be subject to Property Drainage (Council Tax based) as will the business (Rateable Value based) where this service is applicable.

Wholesale charges apply at vacant premises as shown below unless the SPID has been accepted into the Temporary Transfer Scheme or the water supply has been permanently disconnected as the result of non-payment.

  Metered SPID Unmetered SPID Re-assessed SPID
Water Meter Based Annual Fixed Charge Yes Yes
20mm meter assigned to SPID when vacant 		Yes
20mm meter assigned to SPID when vacant
Water Volumetric Charges Only if water use is recorded on the meter No No
Foul Sewerage Meter Based Annual Fixed Charge Yes Yes
20mm meter assigned to SPID when vacant 		Yes
20mm meter assigned to SPID when vacant
Foul Sewerage Volumetric Charges Only if water use is recorded on the meter No No
Trade effluent Availability Charge elements Yes N/A N/A
Trade effluent Operating Charge elements Yes*N/A N/A
Property Drainage Yes Yes Yes

* Only if consumption is recorded on one or more meters associated with the DPID. Unmetered sites importing materials which create a discharge to sewer will be subject to trade effluent charges on volumes assessed from import records

 

SPIDs that have re-assessed charges while occupied revert to RV-related unmeasured charges when the premises become vacant.

Where an application for the permanent disconnection of a metered water supply at a vacant Supply Point is received, the liability for the wholesale meter based annual charges will be removed from the date of the permanent disconnection request, but only once Scottish Water has disconnected the supply.

Wholesale charges will not apply at SPIDs which Scottish Water has accepted into the Temporary Transfer Scheme for the period that the SPID remains in the scheme, effective from the Temporary Transfer Commencement Date. Refer to the Supply Point Temporary Transfer Document for the details of the Temporary Transfer Scheme.

Where an application for the Temporary Transfer is accepted by Scottish Water, wholesale charges for all services at the SPID will be refunded to the date from which monies are properly due and remain unpaid, which will be the later of:

  • 1 April 2017, or
  • the date of vacancy, or
  • any later date from which monies are properly due and remain unpaid.

An exemption scheme with respect to Water and Sewerage Charges has been developed by the Scottish Government. The scheme has qualification requirements and is therefore not available to all Supply Points. Qualifying supply points will either be fully exempt from charges or entitled to a 50% reduction in wholesale charges, depending on the qualifying requirements prescribed by the scheme.

Qualifying Supply Points will attract a credit from Scottish Water which will be set against the wholesale charges to the Retailer while Supply Points continue to be eligible for the exemption scheme. The Retailer is responsible for providing evidence to Scottish Water, annually, of the continued entitlement to assistance for all qualifying Premises.

The credit will be applied monthly based on the number of exempt Supply Points reported at the previous annual submission.

The annual Supply Point credit is applied in relation to the services provided by the Retailer. The credit payments from Scottish Water to the Retailer for each service supplied by the Retailer are:

  • Retailer supplies the Water Service: £20.15
  • Retailer supplies the Sewerage Service: £17.13
  • Retailer supplies both Water and Sewerage Services: £37.28

Where a Supply Point requires additional water and sewerage capacity solely for existing firefighting purposes, Scottish Water will make an allowance for the firefighting capacity as set out in this section. In order to receive this allowance, we must make an application on your behalf, with supporting evidence. Get in touch with us if you require this.

Where Supply Points have been given such an allowance, water meter based annual charges and Capacity Volume thresholds will be based on an assessed water meter size. The assessed water meter size will be based on the size of the water meter which would be required for all non-firefighting facilities at the Supply Point.

Foul sewerage meter based annual charges will also be derived from the assessed water meter size. Charges will apply in the same way as they are applied to all other Supply Points.

Supply Points with fire tariff agreements can be supplied through combination meters. Combination meters have two dials with each dial considered to be an individual meter with distinct Physical and Tariff Meter Sizes. In such cases one of these meters will be assigned a Tariff Meter Size of 0mm and the other will be assigned a Tariff Meter Size based on the non-firefighting facilities at the Supply Point.

The Allocated and Capacity Volume Thresholds for the combination meter will be those associated with the non-0mm meter. The water volumetric charges will apply to the aggregate consumption through both meters less any water associated with fire related activities. Sewerage Charges will be determined using the same approach but reflecting the sewerage Tariff Meter Size and appropriate return to sewer volume for the Supply Point.

No volumetric charges will be applied to the proportion of Water and Sewerage Services supplied to Supply Points which are utilised for firefighting, the testing of firefighting apparatus or firefighting training purposes

Section 22 of part 5 of the 1980 Act provides legislation for Scottish Water to install fire hydrants at the request and expense of a third party other than the Fire Brigade. If you require a fire hydrant installation, we can request this from Scottish Water. The following charges will apply:

  • a survey charge to determine if the installation of a fire hydrant is appropriate, viable and, where viable, the likely cost of the installation; and
  • the Reasonable Costs Incurred of the actual work involved.

Where the Supply Point is a fire station, Water Meter Based Annual Charges will be based on an assessed water meter size. The assessed water meter size will be based on the size of the water meter which would be required for “normal” domestic use, i.e., the water demand other than for firefighting (as well as training and apparatus testing) purposes supplied to the Supply Point. Foul Sewerage Meter Based Annual Charges will also be derived from the “normal” domestic water use.