What do you need from me to be able to switch my supply?
We need your Supply Point IDs (SPIDs), which are located on your invoice, and ideally your meter numbers, which are printed on your water meter. It would also be useful to have a copy of a current bill for each supply or site. This helps us to ensure correct meter sizes and locations.
How do I switch?
Do I have to submit my own meter reads? How often do I submit?
How can I submit meter reads?
What if I can’t find my meter?
Give us a call and we’ll help you locate it. We receive market data that should contain details of where your meter is and how to read it. If this doesn’t sound right to you, please let us know and we’ll contact your wholesaler to find the meter, and move or replace it if needed. If we can’t read your meter because this isn’t up to date, we’ll work to get it read as soon as possible.
What if I don’t have a meter?
What is Rateable Value?
Rateable Value is the value assigned to your property based on its size, location and other factors. It’s used to calculate your drainage charges and calculate your water usage where you don’t have a meter installed.
Can I get a metered supply?
How often do you send a meter reader out?
Who reads my meter?
We’ll take over from your previous supplier and give them a read to prepare your final bill as part of the transfer process. We’ll usually read your meter every six months after that, but if it is safe for you to do so we’d recommend submitting readings to us on a monthly basis to ensure you are billed accurately. You can do this in a matter of clicks through your exclusive online portal Customer Zone, email firstname.lastname@example.org or call us on 0330 014 3131.
What should I do in an emergency?
In the event of an emergency you should contact the wholesaler in your local area directly. The wholesaler in your area can be found on any invoice, or your welcome pack. Alternatively log in to Customer Zone for your supply information. If you have an emergency call us on 0333 014 3131 and we’ll give you the number for the wholesaler in your area.
If you own a farm and need some advice on how to plan for an emergency, here is a helpful guide on what to do if you experience supply problems.
What should I do if I have a leak?
Call a plumber in the first instance, most leaks are internal and remain your responsibility to fix. If you suspect you have a leak you should try and get it fixed as soon as possible, as you will have to pay for any water that goes into your property.
When do I get billed?
Can I access my bills online?
Yes, you can view the last 12 months of bills anytime online via Customer Zone at HERE.
Do you charge VAT?
VAT is charged based on your business activity, which is determined by HM Revenue and Customs. If you do not pay VAT on your water services you will need to declare this so that we can confirm your position with HM Revenue and Customs. If you have not done so already, you can do this HERE.