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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 of your actual paper or online bill (not shown here).

 

 

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.

As you do not have a water meter, we bill you in advance for the whole year.  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. 

My bill is based on an Assessed Charge

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 (80% of our customers agree). 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 details

This tells you when your payment is due. 

Your full payment schedule will be shown on page 2

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 a 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 or Southern 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.

There will be an explanation of your Rateable Value charge if you are charged this way.

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

Charges this bill

Fresh water supply – ‘Water in’ charges

Charges for the year are calculated by multiplying the Rateable Value of your property by the tariff we charge for your water. The tariff depends on where you live and is shown as pence in the pound.

To see what this year's charges are for your area, click here.

For example, if your property's rateable value is £134 and you live in the Kent area where the rate is 121.10pence (£1.2110), your charge will be:

£134.00 x £1.2110 = £162.27

The standing charge for this area is £46.90.

These two amounts will be added together to give you the annual charge of £209.17
 
Waste water supply – ‘Water out’ charges

We supply fresh drinking water only, but we sometimes bill on behalf of your waste water company for ‘Water out’ charges.

These charges if shown are calculated in the same way as the 'Water In' charges.

My bill is based on an Assessed Charge

11

Make the switch to an online account

With our newly designed online portal, you can view and download your bills, manage your Direct Debit, tell us you're moving, make payments and check your balance – all from the comfort and convenience of your computer, laptop or smartphone.

Why sign up for an online account?

Yes you can...

  • View your bills and check your balance 24/7
  • Be secure in the knowledge your personal information is completely safe with us
  • Tell us if you're on the move
  • Make quick & easy payments
  • Check for interruptions in your area
  • Submit a meter reading
  • Set up/manage your Direct Debit

No more...

  • Paperwork to collect and store
  • Having to remember your account number
  • Waiting for your bill in the post
  • Long forms to complete
  • Having to pick up the phone

Make the switch

12

Get help with your bill

We understand your circumstances can change, whether it’s because of ill health, unemployment or a number of other reasons.

If you find yourself struggling to pay your bill, we're here to help support you and discuss other payment options so you've got one less thing to worry about.

The easiest way to find out if you're eligible for any of our support tariffs is to pop your details into our simple online form.

If you are disabled, elderly, deaf, blind, partially-sighted or suffering from a long-term sickness or illness, we may also be able to give you extra help via one of our special support tariffs, or by offering bills in large print/braille.

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

13

Future payments

This gives you a breakdown on when future payments are due and how much they will be.

Instalment plans

We offer a range of instalment plans to suit your needs. These include paying in 2, 8 or 10 instalments.

You can set up a Direct Debit or standing order. Alternatively, please click here to find out about other payment options.

I pay by Direct Debit