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Metered Customers
Advise us of your meter reading I Change of occupier I Help with paying metered bills I Leaks I Frequently asked questions I Your metered bill explained I Terms & Conditions I
Advise us of your meter reading
Should I read the meter and how would I do it?
The meter is the property of this company. However, we are happy for you to read the meter if you can, but please take care when raising the cover. We will endeavour to read your meter twice a year, but there may be times when we are unable to, in which case we will send you an estimated bill. In these circumstances or if you are moving house, you may wish to read the meter yourself and email it to us using the form below. We will then be able to send you a bill based on your actual consumption. To read the meter you will first have to remove the cover to the meter box.
Most of our small meter chambers can be accessed by inserting a flat headed screwdriver into the recess on the edge of the cover and leaver upwards, however some are of a 'screw top' version that require a special tool which we are happy to provide free of charge. If you are not sure of the type of meter chamber outside your property please contact us and we will provide further advice.
Once you have opened it, the black figures represent cubic metres and the register face of the meter usually looks like this:
Depending on the size and make of the meter there can be between 4 and 6 black digits, we will need all the black digits from the meter.
Click here for the "Advise us of your meter reading" form.
Important Information
Please note that if the meter is in the highway there are likely to be hazards from passing traffic or walkers. If the meter is in the road we recommend that you do not attempt to remove the cover or read the meter. If it is in a footpath or verge it is important that you do not interfere with the legitimate use of the area and that the cover is securely replaced so as to be safe for others. Please note we cannot accept any responsiblity for any damage or injury caused as a result of you reading your meter. If you have any doubts about this you should contact us.
Change of occupier
If you want the water supply turned off or transferred to another name, we prefer you to give us 4 working days' notice (minimum 2). If you are moving, please tell us
- your old address and account number
- your new address
- the date you are moving
- landlords/solicitor/letting agents where relevant.
If you don't give notice, you may have to pay for the water supplied to the property unitl the first of these dates:
- 28 days after we are informed
- the next normal meter reading date
- the day the new person who has the supply tells us.
You can read your meter on the day you move and phone the reading through to us on 01202 590059. If you are moving out of the area of supply, we will send you any credit left on your account, so long as we have your forwarding address.
Help with paying metered bills
All about the WaterSure tariff
The Water Industry Charges (Vulnerable Groups) Regulations 1999 ensure that safeguards are now in place that protect certain vulnerable customers who have a water meter. It means that some customers can receive a water and sewerage bill capped at the average household bill rather than the actual metered bill.
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Do you qualify?
In order to qualify for this tariff the customer, or another person living with them at the property, must be in receipt of one of the following benefits:
- Income Support
- Job Seekers Allowance
- Working Tax Credit
- Child Tax Credit
- Housing Benefit
- Pension Credit
- Council Tax Credit
- Income related employment and support allowance
They must also:
- Have 3 or more dependant children under the age of 19
OR - Suffer from a medical condition that may require them to use a significant additional amount of water. Examples include:
- Weeping Skin Disease
- Incontinence
- Desquamation
- Abdominal Stoma
- Renal Failure requiring dialysis at home
When you may not be eligible
Please remember that the tariff is only available to customers on a water meter who may be faced with disproportionately high water and sewerage bills as a result of their social circumstances or medical condition. It is also not available to customers who use a swimming pool, sprinkler system or non hand held garden watering device.
To apply
If you wish to benefit from this tariff you must complete an application form. This can be obtained by ringing us on 01202 590059 or e-mailing us at customerservice@bwhwater.co.uk. This single application will also cover sewerage charges and we will pass the relevant information to the sewerage billing company (either Wessex Water or Southern Water).
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What we will need
In addition to a completed application form customers will need to provide proof of entitlement to their benefits in the form of entitlement notices or benefit books. We may also request a medical certificate from you. We will also require eligible customers to reapply annually, but we will remind them to do so.
Leaks
Click here for advice on Leaks
Frequentley asked questions
Why is my property metered?
What do I do if the meter registers a high consumption?
We have to use a lot of water because of our circumstances. It is costing us a lot of money - can anything be done to help?
Our metering policy for sprinklers and swimming pools.
Why is my property metered?
You, or the previous occupier of your property, may have had a meter fitted for one of three reasons:
1. In order to reduce your water charges. This is known as a meter option.
2. The property may have been compulsorily metered as part of our water management plan.
3. All new properties are metered. Therefore, if your property was built after 1st April 1990, the supply will be metered
What do I do if the meter registers a high consumption?
If you receive a letter from us advising you that you have a higher than normal consumption and there is no logical reason for this (such as having guests, filling a pond or swimming pool, using a new power shower or garden sprinkler), then it is possible there is a leak. We may need to investigate for a leak. If so we will carry out a survey. The first hour will be free of charge.
You must contact us within 10 days of receiving the letter, and have the leak repaired within 28 days of our confirming there is a leak.
We can offer you a rebate against the wasted water provided that:
- the leak is found to be on your supply pipe
- you have not received a rebate before
- you have responded within the timescales mentioned above
Unfortunatley we do not give rebates where the leak is found to be inside your home.
To discuss this matter further, please contact one of our advisors on 01202 590059. To find out more information on our Leakage Code of Practice please click here.
We have to use a lot of water because of our circumstances. It is costing us a lot of money - can anything be done to help?
On April 1 2000 we launched a social tariff to help certain customers who, due to their personal circumstances, use more than an average amount of water. Those who qualify will suffer from certain medical conditions and/or have families with 3 or more children under the age of 16. They will also be in receipt of benefits or tax credits. If you think that you might fall into this category please contact us for further information. Qualification for this tariff means your water and sewerage bill will be capped at the average household bill rather than the actual meter bill.
Our metering policy for sprinklers and swimming pools
We require customers using sprinklers or with swimming pools to have a meter. Garden sprinklers can use as much water in an hour as a family of four does in two days. That's why we believe it's right for customers who choose to use sprinklers (or any automatic garden watering device) to pay for the extra water that they use. The same applies to customers with swimming pools, because of the amount of water need to fill or refill them
When will the meter be read?
Under normal circumstances your meter will be read at six monthly intervals. The readings will be used to calculate the charges due for each six months and you should receive your bill in the post shortly after the meter reader has visited your property. If for any reason it proves impossible to read the meter or the meter stops recording, you will receive a bill with an estimated consumption either based on a similar period in a previous year, or one based upon the best information available at the time.
Your metered bill explained
Metered Bill Guide - (2mb)
Terms & Conditions
1. Installation of meter
In the case of a new supply the Company will provide a suitable meter(s) and at the customer's cost ancillary apparatus for fixing to the supply in a suitable chamber and in a position approved by the company. The customer shall also pay to the company the cost of connecting the pipes of the company.
2. Ownership of meter
The meter(s) and apparatus shall belong to, and be maintained by the company and subject to paragraph 4 below, after fixing shall not be removed or be in any way disturbed or interfered with except by an officer of the company.
3. Damage to meter
The company shall maintain the meters in proper working order. The customer shall reimburse the company on demand any costs reasonably incurred by the company in making good any loss of, or damage to, the meter(s) arising from any cause other than fair wear and tear.
4. Change of meter
The company shall be entitled at their cost to substitute from time to time for the meter(s) installed under paragraph 1 above, such other meter(s) and ancillary apparatus as they may consider desirable.
5. Meter reading
Readings shall be taken by an authorised officer at such intervals as the company may determine and in periods where no reading is taken, estimated consumption shall be used as a basis of charge.
6. Leakage and waste
A code of practice exists on leakage to supplies. Click here for further information.
7. Accessibility of meter
The customer shall allow authorised officers of the company access to the premises at all reasonable times for the purposes of inspecting reading or exchanging the meter.
8. Testing of meters
- The company or any person duly authorised by them may at any time, and shall if so requested in writing by the customer, test the accuracy of any meter which has been installed.
- A meter shall be tested in accordance with Regulation 6(2) and (4) of the 1988 Regulations in order to determine whether it falls within the prescribed limits of error (whether or not it is a meter to which those Regulations apply).
- The company or any person duly authorised by them may remove the meter from the premises where it is necessary to do so for the purpose of testing.
- The equipment used for testing shall comply with clause 4.11 of BSEN ISO 9001
- The Company shall provide the customer with a copy of the results of the test.
9. Expenses of testing
Where a test is carried out in accordance with Regulation 6 at the request of the customer, and the meter on being tested falls within the prescribed limits of error, the company may recover from the customer the expenses (maximum charge £70) reasonably incurred by them in carrying out the test.
10. Method of proof and effect of meter reading
- Where the company fixes charges in relation to any premises by reference to volume, a reading from the meter installed in relation to those premises proved in accordance with this regulation shall be evidence of the volume of water supplied to those premises, unless the meter is proved to register incorrectly.
- A reading from a meter may be proved by producing the certificate of a person duly authorised by the undertakers to read the meter and certify the reading.
- A meter shall be regarded as registering incorrectly if on being tested it is found to exceed the prescribed limits of error.
- Except where it is proved to have begun to register incorrectly on some later date, a meter which is found to exceed the prescribed limits of error shall be deemed to have done so since the last occasion but one on which the company or any person duly authorised by them last read the meter for the purpose of ascertaining the volume of water supplied to the premises in relation to which it is installed.
11. Supplying water to other people
You are responsible for all charges for water supplied under this agreement. Where water is used by other people, it is your responsibility to make the necessary private arrangements for this service. (A guide to water resale can be obtained from Ofwat at www.ofwat.gov.uk ).
12. Position of meters
We will recommend the best position for the meter to be installed. If you wish the meter to be positioned elsewhere you will have to bear any additional costs. The position of the water meter does not affect your responsibility or joint responsibility to maintain the service pipe to your property.
13. Future charges
Once the water services charges in respect of any premises for water supply have become measured charges in accordance with the company's Charges Scheme, they shall remain measured charges irrespective of any change of use of the premises or of the purpose for which the water is used, unless and until the Company at its own discretion determines that the charges payable shall be calculated in another manner.
Warning
The Earthing of electrical installations to water service pipes is not recognised as a safe method. Advice should be sought from the electricity board or an approved Electrical Contractor about the suitability of your earthing arrangements, particularly if any pipe repairs, alterations or extensions have been carried out. The company recognises no legal liability (expressly or by implication) where the water service pipe is used as a means of earthing an electrical installation.
