Help and Support > Water FAQs

Water Faqs.

Switching supplier

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?
Once you’ve signed your contract it’ll be passed to our Head Office for processing and you’ll receive a call from our Welcome Team to make sure your supply details are correct. We’ll then place the order to transfer your services which will take around 14-28 days to complete.
What happens if I get a termination fee from my current supplier?

If you’re charged an Early Termination Charge (ETC) we’ll pay up to a maximum of £300 into your bank account. Send us your final invoice from your previous supplier and we’ll make payment to your bank account within 28 days.1

Meter reading

Do I have to submit my own meter reads? How often do I submit?
We’ll read your meter twice a year. If it is safe for you to read your own meter, we also recommend providing meter reads monthly so that we can bill you as accurately as possible. Meter reads should be provided by the last working day of the month to be included in your next bill.

Take a look at our guide to meter reading.

How can I submit meter reads?
The easiest and quickest way to submit your meter reads is via our online portal, Customer Zone. Alternatively, you can email them to or contact our Customer Service Team on 0333 014 3131.

Take a look at our guide to meter reading.

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?
If you don’t have a meter your charges will be calculated using the Rateable Value or size of your property, rather than your actual usage. If you’d prefer to have a meter, we can request that one is installed at your property once you’ve switched to us. Installing a meter means that you’ll only pay for the water that you use, alongside your fixed water charges.
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?
Yes, most people are able to get a meter and being aware of how much water we use is of huge benefit to the environment. We can submit an application to your Wholesaler on your behalf to get a meter installed.
How often do you send a meter reader out?
We’ll send a meter reader twice a year. Where we have been unable to read your meter we may contact you for a read or estimate your usage based on previous reads.
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 or call us on 0330 014 3131.

Take a look at our guide to meter reading.


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?

All services you take from Clear Business will be invoiced on our unique one bill solution on a monthly basis. We issue bills from 10th of the month and Direct Debits are collected shortly after your invoice date.

For more information, see

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.

If you have any other questions or would like clarification on any of the topics covered above, please give our Customer Service team a call on 0333 014 3131 and they will be more than happy to help.

The legal stuff:

1 There is a maximum of one payment to the bank account, details of which we hold for you, of up to £300 in total per customer. To qualify for this offer, you must send Clear Business a copy of the invoice from your previous water supplier that shows the value of the termination fee and the date of the invoice, which must be after the date on which Clear Business first attempted to transfer your services to Clear Business. Clear Business may require a copy of your previous contract to validate that you are being correctly charged a termination fee. If the contract between you and Clear Business is terminated as described in clause 13 of your terms and conditions, you must replay all termination fee amounts in full. The amount Clear Business will pay is the lower of (1) your termination fee and (2) £300.