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Additional billing information
Are you having trouble paying this bill?| What happens if you don't pay | Lower bills for some customers (Water Sure) | Our special care customers | Empty properties |
Are you having trouble paying this bill?
We can help. Please call us on 01202 590059 between 8am and 6pm Monday to Friday or between 9am and 2pm on Saturday.
If you receive Income Support, Jobseeker’s Allowance or Pension Credit you may be able to have your water charges paid directly from your benefit. Please contact us or your local Jobcentre Plus to arrange for payments to be made directly to us.
Your local Citizens Advice Bureau can give you advice on paying your bills and can talk to us on your behalf. Alternatively, we can recommend an independent debt organisation which offers a free and impartial debt counselling service at its local office or, if you prefer, in the comfort of your own home.
What happens if you don’t pay?
Business customers may be disconnected for non-payment of water bills. For domestic customers if we have to take court action, you will incur interest and extra costs to cover legal fees. If you don’t pay after a claim has been issued, we may issue a County Court Judgment against you.
You have a social responsibility to pay your bill.
Lower bills for some customers (WaterSure)
If you have a water meter we may be able to offer you a lower and fixed charge regardless of your usage. We can do this if you claim certain income-related benefits and either:
- have three children under the age of 19 in full-time education and living in the property, or
- use a lot of water due to a medical condition
If you think that you, a relative or a friend may qualify for this tariff, please contact us for more information on 01202 590059 or click here.
Do you, or someone you know, have special requirements? Perhaps hard of hearing, visually impaired, physically disabled or suffering from some other condition where special care or help is needed?
If you would like to notify us, we can include you on our confidential ‘Special Care Register’. This can be especially helpful in the case of a water supply emergency.
To register, either you, or someone else on your behalf, can phone us on 01202 590059.
When a property is unoccupied, the water bill must be paid unless the supply is turned off.
If there is a meter, the charge will reflect the actual use as recorded by the meter, plus the standing charge.
If there is no meter, we may discount the rateable value element of the bill but not the standing charge in these two cases:
- If a customer’s estate is subject to probate and water is needed for minimal use, for example central heating.
- If a customer living alone is either hospitalised or enters a nursing home for the foreseeable future and the supply is required for minimal use, for example central heating
