Use the dropdown menus below to find out more about these frequently asked questions.
If you’re having difficulty paying your bill, please let us know as soon as possible so that we can try and help.
We have a dedicated Customer Service Team, plus a range of flexible payment options and special tariffs available.
Our Customer Service Team can be contacted on 0333 000 0001. Lines are open Monday-Friday 8am-7pm and Saturday 8am-1pm. For other ways to contact us click here.
Our charges are approved by the Water Services Regulation Authority (Ofwat).
They have two parts: a fixed charge (also known as standing charge) and a variable charge.
The fixed charge covers costs that don’t change, such as maintaining water mains and pipework. The variable charge for metered homes is based on the amount of water you use.
Our charges vary from one area to another because they reflect the actual cost of abstracting, treating and distributing water in that area.
These charges are based on historical tariffs agreed with Ofwat when all privatised water companies were formed in 1991.
To find out more about charges in your area, please click here.
Estimates are based on the average amount of water you usually use. If you don't have any previous meter readings we will base the estimate amount on the number of occupiers in the property along with whether you are a low, medium of high user of water. This will be determined during the initial contact with you. If we do not hold this information it will be based on two occupiers of medium water use. The estimated amounts charged are the averages for the number of occupants and their water use.
When we next read your meter, we’ll adjust your bill to charge you for the amount of water you’ve used.
If you don't believe our estimate reflects the amount of water you usually use, you can submit your meter reading online and we will send you a revised bill.
Paying your water bill is now easier than ever, with several payment methods available:
Set up a Direct Debit
To set up your Direct Debit, simply complete our secure online form by clicking on the link below.
To complete the form you’ll need:
Pay over the phone
Quick, simple and available 24 hours a day! Just pick up the phone, have your card and your water account number at the ready and call us on 0333 0000 247.
Pay online with a debit or credit card
To pay online via debit or credit card, please click here.
Please note, you’ll need your water account number to hand (left hand column of your bill below your address). This consists of eight numbers followed by a hyphen and another number or character, e.g. 12345678-X.
Pay via online banking
If you already bank online, then you can set up payments directly from your bank account. To do this you need our bank details:
Our sort code: 40-05-30
Our account number: 44464486
Your water account number: e.g. 12345678-X
Important: To ensure the payment is credited to the correct account, you must use your water account number, found on the left hand column of your bill below your address, as the payment reference.
Some banks will not accept the hyphen in the water account number. However, please ensure that all nine digits are included when making your payment.
To check your account balance using our automated system, please click here.
If you have recently made a payment to us, please allow three to five working days for our systems to update.
If you feel your water bill is high, there are a number of things you can do:
Check Your Consumption
You can compare the amount of water you’ve used against your previous bill. If the amounts are significantly different and your circumstances haven’t changed, please do the following checks:
If you’re unable to access your meter or if following these checks you require further advice in establishing the reasons for the high consumption, please contact our Consumption Review Team on 0333 000 0123 who will discuss this in detail with you and determine whether an investigation is required.
Request a free water meter
If you feel you pay more for your water than think you should and are on rateable value charges you may be able to apply for a water meter.
Water Meters are generally recognised as the fairest way to pay for your water as you only pay for the amount you use plus a fixed charge.
What's more, if you're a domestic customer and we can install a meter at your property, we'll do so free of charge.
Calculate your water use
If you’re already on a water meter, you can use our interactive online questionnaire to work out an estimate of your average water use and highlight ways in which you can save water.
Calculate your usage
If we’re unable to fit a meter at your home, we will apply the Assessed Charge to your bill. This charge is based on the number of bedrooms at the premises. This charging system was agreed with our regulator Ofwat in 2007.
When you’re on assessed charges you can apply for different tariffs depending on your circumstances:
Single Occupier Tariff – If you are the sole occupier of the property, you can apply for our single occupier tariff.
Single Room Tariff – This applies to sheltered accommodation or bedsits which are billed individually and have the use of communal hot water or laundry facilities.
If you switch banks or change your account details, please contact us as soon as possible so we can update your account.
There are different payment options available to our customers.
Metered customers can either pay the bill in full or have a monthly payment plan.
Unmetered customers can either pay the bill in full, or split the bill into 2, 8 or 10 instalments.
For information on payment plans and to see how they are calculated, please click here.
We’re sorry to hear of your loss. We know that dealing with the death of a family member or friend can be a very distressing time. It can also be difficult to know exactly what you need to do to put affairs in order.
To make things a little easier, the South East Water Customer Services Team are on hand to provide you with all the information you need and guide you through the process in a simple, straightforward and empathetic way.
What you'll need before you get in touch:
To notify us of a bereavement, please call our customer services team on 0333 000 0001.
Lines are open Monday - Friday 8am-7pm and Saturday 8am-1pm.
Alternatively, if you don’t feel like talking to anyone just yet, please contact us by email by clicking here.
You can ask us any further questions relating to your bill by either calling us on 0333 000 0001, our team is here to help Monday - Friday 8am and 7pm and Saturday 8am-1pm or by contacting us on email by clicking here.