Understanding Your Water Bill
Understanding Your Water Bill
Your water bill provides a detailed breakdown of the charges for the supply and treatment of water to your home. Understanding what’s included in your bill can help you spot any errors, manage your usage, and avoid unexpected costs.
What Does a Water Bill Include?
Most water bills in the UK cover two main services:
Water supply: This is the charge for the clean water delivered to your home for drinking, cooking, washing, and other uses.
Sewerage charges: These cover the cost of removing and treating wastewater and sewage from your property.
If you have a water meter, your bill will show how much water you’ve used in cubic metres (m³), which is then multiplied by your supplier’s rate to calculate your charge. If you don’t have a meter, you’ll usually pay a fixed amount based on your property’s ‘rateable value’ – a value set by local councils before 1990.
Some bills may also include:
Standing charges: A fixed daily or annual fee for maintaining the supply and infrastructure.
Surface water drainage: A charge for draining rainwater from your property into public sewers.
Highway drainage: A small fee for draining water from roads.
How Often Will You Receive a Bill?
How often you receive a water bill depends on whether your home is metered:
Metered customers: Bills are typically sent every 6 months, based on actual or estimated meter readings.
Unmetered customers: Bills are usually issued once a year, with the option to pay in instalments.
Some suppliers offer flexible payment options, such as monthly or fortnightly payments, to help you budget more easily.
Payment Methods
Most water companies accept a range of payment methods, including:
Direct Debit (automatic payments from your bank account)
Online or telephone payments
Payment at banks, post offices, or PayPoint outlets
Cheques sent by post
Check your bill for the payment methods offered by your supplier and choose the one that suits you best.
Why Reviewing Your Bill Matters
It’s important to check your water bill carefully each time you receive it. Look out for:
Incorrect readings: If you have a meter, compare the reading on your bill with your actual meter.
Unexpected charges: Make sure you understand each item on your bill. If something doesn’t seem right, contact your supplier.
Personal details: Ensure your name, address, and account details are correct.
Under the Water Industry Act 1991, water companies must provide clear, accurate bills and explain any charges. If you spot a mistake or have questions, you have the right to ask your supplier for an explanation or correction.
Regularly reviewing your bill helps you avoid overpaying and ensures you’re only charged for the services you receive. If you’re unsure about anything, don’t hesitate to contact your water company – they are required to help you understand your bill and resolve any issues.
What To Do If You’re Struggling to Pay Your Water Bill
If you’re finding it difficult to pay your water bill, it’s important to act quickly. The sooner you take steps, the more options you’ll have to avoid extra charges or the risk of your water supply being restricted.
Contact Your Water Supplier Early
As soon as you realise you might struggle to pay your bill, get in touch with your water supplier. Every water company in the UK is required by Ofwat (the water industry regulator) to offer support to customers facing financial difficulties. Letting your supplier know about your situation early gives them the best chance to help you and prevents your account from falling further behind.
Ask About Payment Plans and Help Schemes
Most water companies offer flexible payment plans, which can include spreading your payments over a longer period or adjusting the amounts to match what you can afford. Some suppliers also have special schemes for people on low incomes, such as social tariffs or hardship funds. These can reduce your bills or provide short-term help if you’re in financial crisis.
You can find out more about the support available and the steps to take if you’re struggling by reading about problems with paying your water bill.
Keep Records of All Communications
Whenever you speak to your water supplier – whether it’s by phone, email, or letter – keep a record of the date, who you spoke to, and what was discussed. This information can be very useful if there are any disputes or if you need to prove you’ve tried to resolve the issue.
Act Early to Avoid Extra Charges or Disconnection
Ignoring the problem can make things worse. If you don’t contact your supplier or miss agreed payments, you could face late payment fees or legal action. Although water companies in England and Wales cannot disconnect domestic customers due to unpaid bills (under the Water Industry Act 1999), they can take steps to recover the debt through the courts, which may affect your credit rating and lead to further costs.
By acting quickly and working with your supplier, you can access support and avoid unnecessary stress. If you’re unsure where to start, your supplier’s website will have information about the assistance they offer, or you can ask them directly about payment plans and help schemes.
Payment Plans and Support from Water Suppliers
If you’re struggling to pay your water bills, your water supplier is required by law to offer support and flexible payment options. Here’s what you need to know about the help available and how you can access it.
Types of Payment Plans
Most water companies offer a range of payment plans designed to make your bills more manageable. These can include:
Spreading payments over time: Instead of paying your bill in one lump sum, you might be able to pay weekly, fortnightly, or monthly. This can help you budget more easily and avoid falling behind.
Tailored payment arrangements: If you have specific circumstances – such as irregular income or a change in your financial situation – your supplier may be able to create a plan that suits your needs.
Payment breaks or holidays: In some cases, you might be able to pause payments for a short period if you’re facing temporary financial hardship.
Water companies are regulated by Ofwat, which means they must treat customers fairly and consider your ability to pay when agreeing to a payment plan.
Discounts and Reduced Rates
You may be eligible for discounts or reduced tariffs if you’re on a low income or receiving certain benefits. Many water suppliers offer social tariffs, which are specially designed to help households who are struggling financially. These tariffs vary by company, but they usually reduce your bill to a more affordable amount.
If you have a medical condition or a large family that means you use more water, you might also qualify for additional help. For example, the WaterSure scheme help with paying water bills provides capped bills for eligible customers who meet specific criteria.
How to Apply for Support
To access payment plans or financial support, you’ll need to contact your water supplier directly. Most companies have dedicated teams to help customers in financial difficulty. When you get in touch, be prepared to explain your situation and provide details about your income and outgoings. This helps them find the best support option for you.
You can usually apply:
Online via your supplier’s website
By phone – look for the customer service or billing enquiries number on your bill
In writing, if you prefer
It’s important to reach out as soon as you realise you’re struggling. The sooner you contact your supplier, the more options you’ll have to avoid late fees, debt collection, or disconnection.
Remember, water suppliers cannot disconnect domestic customers for non-payment in England and Wales, but it’s still vital to communicate and agree a plan if you’re having trouble paying.
If you think you might qualify for extra assistance – such as a social tariff or the WaterSure scheme – ask your supplier about these options when you get in touch. They can guide you through the application process and let you know what evidence you’ll need to provide.
By working together with your water company, you can find a solution that helps you manage your bills and avoid further financial stress.
Financial Assistance and Advice
If you’re finding it difficult to keep up with your water bills, there are several forms of financial assistance and advice available in the UK. Understanding your options can help you manage your payments and avoid further debt.
Sources of Financial Help
Many water companies offer support schemes for customers who are struggling financially. These might include:
Social tariffs: Reduced rates for customers on low incomes or certain benefits.
WaterSure scheme: A government-backed cap on bills for households with a water meter and high essential water use, such as those with medical needs or large families.
Hardship funds: Some water suppliers have charitable trusts that can help clear arrears or provide grants.
To find out what you’re eligible for, contact your water supplier directly. They are required by Ofwat (the water regulator) to provide reasonable help to customers in financial difficulty and must not disconnect domestic water supply due to unpaid bills.
Free Advice on Managing Bills and Budgeting
If you’re worried about falling behind, it’s important to seek advice early. Many organisations offer free, confidential guidance on managing household bills, prioritising debts, and creating a budget. They can also help you communicate with your water supplier and access the right support schemes.
It’s a good idea to gather details of your income, outgoings, and any benefits you receive before seeking advice so you can get tailored recommendations.
Overlapping Issues: Water and Energy Bills
It’s common for households facing problems with water bills to be struggling with other utilities, such as energy. If you’re also concerned about electricity or gas payments, see our dedicated guidance for those struggling to pay your energy bills. Many of the principles and support options are similar, and you may be able to access joint advice or combined hardship funds.
Next Steps and Further Support
For more detailed legal guidance and to explore all the assistance programmes available, visit our page on UK help for water bills legal advice and assistance programs. This resource explains your rights in more depth and outlines further steps you can take if you’re struggling to pay.
Remember, you are not alone – help is available, and taking action early can make a big difference in managing your water bills and avoiding further financial stress.
Your Rights and What to Do If You Face Disconnection
In the UK, you have strong legal protections when it comes to water disconnection. Unlike other utilities, water companies are not allowed to disconnect domestic customers’ water supply for non-payment. This protection is set out in the Water Industry Act 1999, which makes it illegal for water suppliers to cut off water to homes, even if bills have not been paid.
What Water Companies Must Do Before Considering Disconnection
Although your home water supply cannot legally be disconnected, water companies still have responsibilities if you fall behind on payments. They must:
Contact you to discuss your situation and offer help.
Provide information about payment plans and financial assistance schemes.
Give you a reasonable opportunity to pay what you owe or agree a repayment arrangement.
Water suppliers may take other actions, such as pursuing the debt through the courts, but they cannot turn off your water at home. However, if you run a business or manage commercial premises, the rules are different, and disconnection may be possible.
What to Do If You Receive a Disconnection Notice
If you receive a letter or notice threatening to disconnect your water supply at home, it’s important to know your rights. For domestic properties, this is not allowed. Take the following steps:
Check the notice carefully – Make sure it is not a mistake or intended for a business property.
Contact your water company immediately – Explain that you are a domestic customer and remind them of your legal protection under the Water Industry Act 1999.
Ask for support – Request information about payment plans or financial help. Most companies have schemes for customers in financial difficulty.
Keep a record – Note the date and time of your conversations and keep copies of any letters or emails.
If you want to understand more about what might happen if you don’t pay your bill, including possible legal action, see our page on if you don’t pay your water bill.
How to Complain or Get Help If Your Rights Are Not Respected
If you feel your water company is not respecting your rights or is threatening unlawful disconnection, you can:
Raise a formal complaint with the water company. Ask for their complaints procedure and follow it step by step.
Contact the Consumer Council for Water (CCW), which provides free advice and can help resolve disputes between customers and water companies.
Seek further advice from local advice centres or charities if you need extra support with managing debt or understanding your rights.
Remember, you cannot legally have your home water supply disconnected for non-payment in the UK. If you are struggling to pay, don’t ignore the problem – reach out for help as soon as possible to explore your options and protect your rights.
Special Considerations for Tenants
Special Considerations for Tenants
If you rent your home, it’s important to understand how your water bills are handled and where your responsibilities lie. The rules can vary depending on your tenancy agreement and the type of property you live in. Here’s what you need to know as a tenant when it comes to water bills:
Who Is Responsible for Paying Water Bills?
Responsibility for paying water bills as a tenant depends on the terms of your tenancy agreement. In some cases, your landlord may include water charges in your rent, meaning they pay the water supplier directly. In other situations, you might be expected to pay the water company yourself.
The law requires landlords to make it clear in the tenancy agreement who is responsible for utility bills, including water. If your agreement doesn’t mention water charges, you should ask your landlord or letting agent for clarification to avoid confusion or missed payments.
To find out more about your rights and what you need to check, see paying your water bills if you’re a tenant.
How to Check Your Tenancy Agreement
Your tenancy agreement is the key document that sets out your rights and responsibilities. Look for a section on utility payments – this will state whether water charges are included in your rent or if you need to set up your own account with the water supplier.
If water charges are included: Your landlord is responsible for paying the water bill. However, if you use more water than agreed or cause damage, you could still be liable for extra charges.
If water charges are not included: You must pay the water company directly. Make sure you know how to set up your account and provide meter readings if required.
If you’re unsure, ask your landlord or letting agent for a written explanation.
What to Do If You Have Problems Paying as a Tenant
If you’re struggling to pay your water bill, don’t ignore the problem. Contact your water supplier as soon as possible – they are required to offer help, such as payment plans or financial assistance. You should also let your landlord or letting agent know, especially if water charges are included in your rent, as missed payments could affect your tenancy.
Tenants have legal protections against unfair treatment and disconnection. Water companies in the UK cannot disconnect domestic supplies due to unpaid charges, so you won’t lose access to water if you fall behind. However, arrears can lead to debt collection action, so it’s important to seek help early.
For more guidance on your rights and the steps you can take, visit paying your water bills if you’re a tenant.
Understanding your responsibilities and knowing where to turn for help can make managing your water bills as a tenant much easier. If you need further support, explore other sections on this page for advice about payment plans, financial assistance, and your legal rights.
Dealing with Backdated Water Bills
Receiving a backdated water bill can be stressful, especially if it covers a long period or results in a large, unexpected charge. Understanding why these bills occur and knowing your rights can help you manage the situation more confidently.
What Are Backdated Water Bills and Why Do They Happen?
A backdated water bill is a charge for water usage that should have been billed earlier but was missed or delayed by your water supplier. This can happen for several reasons, such as:
Faulty or inaccessible water meters
Administrative errors by the water company
Changes in billing systems or account details
Incorrect meter readings that are later corrected
Sometimes, water suppliers may only discover an underpayment months or even years after the usage occurred. When this happens, they may send a bill covering the missed period, which can be a significant amount.
How to Challenge or Negotiate Backdated Charges
If you receive a backdated bill, don’t panic. Start by checking the details carefully. Make sure the dates, meter readings, and amounts are correct. If you believe there’s an error or you weren’t responsible for the water usage during that time, contact your supplier immediately to discuss your concerns.
You have the right to challenge backdated charges if you think they’re incorrect or unfair. Water companies are expected to follow industry guidelines, which may limit how far back they can bill you, especially if the delay was their fault. For example, if your supplier failed to bill you due to their own mistake, they may not be allowed to charge for usage older than a certain period.
It’s also possible to negotiate a payment plan if the bill is too large to pay at once. Water companies are required to consider your circumstances and offer reasonable ways to spread the cost.
For step-by-step guidance on handling these situations, see our advice on backdated water bills in the UK: tips & help.
Importance of Seeking Advice
If you receive a large backdated bill, it’s important to seek advice as soon as possible. Ignoring the bill can lead to further action from your water supplier, such as debt recovery or even restrictions on your supply. Speaking to your supplier early can help you find a manageable solution and may prevent further problems.
You should also be aware of your legal rights. The Water Supply (Water Fittings) Regulations 1999 set out important rules for water suppliers and customers, including how water is supplied and billed. Being familiar with these regulations can help you understand what your supplier can and cannot do.
If you’re unsure about your situation, don’t hesitate to get independent advice or support. Taking action promptly gives you the best chance to resolve the issue fairly and avoid unnecessary stress.
Additional Resources and Where to Get Help
If you are struggling to pay your water bills, there are several resources and organisations that can offer support, guidance, and practical help. Below, you’ll find information on how to contact major UK water suppliers, where to get free financial or legal advice, and how to find local assistance to help manage your water payments.
Contacting Your Water Supplier
The first step if you’re having trouble paying your water bill is to get in touch with your water supplier. Most companies have dedicated teams trained to help customers facing financial difficulties. They can discuss payment plans, hardship schemes, and other support options with you. You can usually find the contact details for your supplier on your bill or their official website. If you’re not sure who your supplier is, you can check your last bill or use online tools provided by water industry regulators.
When you contact your supplier, ask about:
Flexible payment arrangements
WaterSure or other social tariffs for low-income households
Assistance funds or grants for customers in severe financial hardship
It’s important to contact your supplier as soon as possible – ignoring the problem can lead to further debt or even legal action.
Free Financial and Legal Advice
If you need independent advice about dealing with water bill debt or your rights, several organisations in the UK offer free, confidential help. These services can support you with budgeting, negotiating with your supplier, and understanding your legal protections. For a comprehensive overview of available support, including legal advice and assistance programmes, visit UK help for water bills legal advice and assistance programs.
These services can help you:
Understand your rights under the Water Industry Act 1991, which protects you from having your water supply disconnected due to non-payment in most domestic situations
Access hardship funds or charitable grants
Get advice on dealing with other debts and household bills
Finding Local Support Services
Local councils and charities often run schemes to help people experiencing financial hardship, including help with utility bills. You can contact your local council to ask about emergency support funds or welfare assistance schemes. Community advice centres may also offer face-to-face support, help with form filling, and referrals to specialist debt advice.
If you’re receiving certain benefits or have a low income, you may be eligible for extra help. Make sure to mention your circumstances when speaking to your supplier or any advice organisation.
Remember, you are not alone and help is available. Taking early action and reaching out for support can make managing your water bills much easier. For more in-depth information and links to trusted support services, see UK help for water bills legal advice and assistance programs.
