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1

Bill payer’s address

This is the address we supply fresh water to, unless you have requested otherwise.

On the move? Get in touch

2

Bill info

This tells you the bill date, as well as the bill number and page number.

This interactive bill only displays page 1 and 2 as this is the bill. Any additional pages you may receive will be information pages regarding your water supply or services we offer.

If you pay using a giro slip, this can be found on page 4.

3

Account summary

These are the account details you'll need to hand if you ever need to speak to us, or manage your account online. They include your account number, the address water is supplied to, your chosen payment method and your account type.

For your security, we can only discuss your bill with you if you are a named account holder.

4

Bill details

This section shows the period in which the bill is charged for. It will give you the ‘from’ and ‘to’ date.

Additional information may also be shown here, relevant to your account.

Previous Balance – This will be the account balance from your previous bill.

Account Transactions (see overleaf for details) – This will include all payments, credits or adjustments received/made since your previous bill.

Balance Brought Forward – This is the amount carried over from your previous bill if there have not been enough payments received to cover the balance.

Total Charges this bill (see over for details) – This is the charge for this bill period

Account Balance – This will include the total charges for this bill and any balance brought forward amount. 

5

Payment info

The easiest ways to pay

This tells you about the different payment options we offer.

The quickest and safest way to do this is by Direct Debit. It's really easy to set up and you can do it online.

Set up a Direct Debit
Find out about other ways to pay

I pay by Direct Debit

6

Payment information

This tells you when your payment is due and how much to pay.

There are two options for metered customers, you can either pay the bill in full or have a monthly payment plan.  For information on payment plans and to see how they are calculated, please click here.

The quickest and safest way to pay your bill is by Direct Debit. It's really easy to set up and you can do it online.

Set up a Direct Debit
Find out about other ways to pay

 I pay by Direct Debit

7

Emergency contact details

If you have an emergency, such as no water, please give us a call on 0333 000 0365.

Our lines are open 24 hours a day, seven days a week and are charged at local rate.

8

About your charges

This section explains what you are charged for.

The fresh water we supply to you will be referred to as 'Water In'.

If we bill you on behalf of Thames Water there will be an explanation for 'Water Out' which covers the volume of waste water returned to the sewer from your property. It also covers the cost of treating and recycling the water.

 

 

9

Account transactions

This shows any payments you've made since we last billed you. 

This includes any credit or debit adjustments we have made to your account.

10

Your water meter readings

Here you will find the meter details for your property, including what your current meter reading is and how much you have used since the last bill.  This is what we use to calculate your charges.

We try to take a meter reading every six months, but this isn’t always possible.  If the bill you receive is based on an estimated reading and you would like to be billed on an actual reading, please click here to submit your meter reading.

 

11

Your consumption

For more tips and advice on how to save water, or to get FREE water saving devices, click here.

12

Help with your bill

If you have any questions regarding your account, or are having problems making payments please contact us.

We want all of our customers to be able to easily access our services, including those with additional needs.

If you are disabled, elderly, deaf, blind, partially-sighted or suffering from a long-term sickness or illness, we may be able to give you extra help through our Service Plus scheme.

To find out more, click here, or call us on 0333 000 0001. Lines are open Monday-Friday 8am-7pm and Saturday 8am-1pm.

13

How your bill is calculated

Fresh water supply – ‘Water in’ charges

If you’re on a water meter, we’ll charge you for the water you’ve used plus a standing charge.

To find out about the water charges in your area, please click here.

Waste water supply – ‘Water out’ charges

South East Water only supplies fresh drinking water, but we sometimes bill on behalf of Thames Water for ‘Water out’ charges.

These charges cover the volume of waste water returned to the sewer from your property. They also cover the cost of treating and recycling the water and are calculated in the same way as the 'Water In' charges.