Metering terms and conditions

We will fit your meter for free, provided it is practical to fit one and the cost of fitting will not be unreasonable.

When we fit your meter, your water supply may be turned off for a short time. We will install a smart meter if there is good connectivity.

We aim to fit your meter within 30 working days of receiving your application. If we don’t manage this, and it is our fault, you'll receive free services from the end of the 30 working days until the meter is fitted. 

The payment arrangement you have in place will continue if we exceed the target date, but we will amend the charges when we set up your new metered bill.

View our metering promises to find out more about what to expect from us if we don’t fit or read your meter when we say we will.

We will aim to fit the meter outside your property before the pipe enters your property.

If we can’t install it outside, we may need to fit it indoors where the pipe enters your property. If this happens, we’ll arrange and pay for a plumber.

If your meter can only be fitted inside your property, the occupier or landlord will be responsible for any work to make the internal stop tap or pipework accessible. Our surveyor will advise what needs to be done.

Occasionally, it's not possible to install a water meter at all. If that happens, we'll make sure to inform you and let you know what your options are.

We won’t be able to install one if:

• a meter supplies more than one property – each separately occupied property must have its own metered supply
• if there is already a meter on shared pipework that measures more than one property – we can’t install an additional meter
• you use a private water supply system (unless they meet current standards and allow each property to be metered individually).

We understand that some customers are unsure whether a meter will save them money, so we offer a Money Back Guarantee. This is our promise that if you don't save money after two years with a meter, you can switch back to an unmetered bill, and we will credit your account with any overpayments.

You can switch back at any time during the first two years, with the cut-off date being 30 days following the bill at the end of your second year. However, to qualify for the Money Back Guarantee, you must keep your meter for the full two years and then ask to revert. This option won't be available after you've been billed for two years on metered charges.

If you choose to switch back within two years, you will not qualify, and you will have to pay for our services based on our metered charges up to the date you switch back. We won't normally remove the meter.

If you choose to go back on a meter for a second time at the same address, you will not be covered by our Money Back Guarantee, and you will not be able to switch back to unmetered charges.

When we fit your meter, we’ll automatically check for a leak and give you advice on what to do next if we find one.

If you don’t have a smart meter, we recommend checking your meter readings regularly for unusually high water use.

If you have a smart meter, you don’t need to do this as your meter will automatically send us readings.

If you share a water supply pipe with other properties, you will need to apply for a new connection to get your own pipe and meter. This means you will only be billed for the water you use.

If you're a tenant and want a water meter, we suggest you contact your landlord before applying.

In some cases, it isn’t possible to install a meter outside the property, so we may need to fit it indoors where the water pipe enters your home.

If this applies to you, we’ll explain the process and what will happen next. You may need your landlord’s consent for any alterations required to install the meter.

If your property was built before 1966, incoming metal water pipes may be used as an earth for electrical systems. Fitting a water meter to your supply may mean that this system will no longer work.

If you are in doubt about how your property is earthed, contact a qualified electrician for advice. If work needs to be done, you will have to pay for it, and you may wish to consider this before applying.

Your property will need a water meter fitted if:

• the number of separately occupied properties has increased
• the property is not used solely as a home, or its use has changed (for example, from residential to business use)
• you use a hands-free watering device in your garden, such as a sprinkler or automatic irrigation system
• you automatically top up a pond or swimming pool with a capacity greater than 10,000 litres

If any of the above apply to your property, please apply for a water meter.

It’s our responsibility to maintain, upgrade and replace our water meters, as they’re part of our network. As they are part of our apparatus, we can choose what type of meter is installed at a property.

Smart meters help us identify leaks more quickly and support our commitment to protecting water resources in the face of climate change and population growth. We therefore look to install smart meters where it is possible to do so.

Metered customers

From 2025, all new and replacement meters we install will be smart water meters, provided there is adequate internet connectivity.

Unmetered customers

As part of our roll-out, we will also be installing smart water meters at properties that currently don't have a meter and are billed on an unmetered basis. This is subject to adequate internet connectivity.

If you are currently billed on an unmetered basis, the installation of a smart meter will not change the way you are charged, unless you choose to switch to metered charging or, where certain conditions are met, we may insist on your property being charged on a metered basis.

In most cases, just like traditional meters, smart water meters will be located on our pipework underneath public land in the pavement or highway outside customer homes.

As these meters are part of our equipment, we have the right to install, replace and upgrade them as needed, without prior permission. However, we’ll aim to let customers know in advance when work is taking place.

Where it’s necessary to install or access equipment on private land, we will normally seek the consent of the property owner or occupier before proceeding.

Our preference is always to work with our customers' permission. However, where we don’t have consent, for our metered customers, we do have statutory rights under sections 162 and 172 of the Water Industry Act 1991 to carry out works and to access private land including for the purpose of installing, maintaining or repairing water meters.

Where these powers are exercised, we will comply with all relevant statutory requirements, including letting customers know in advance, minimising disruption and reinstating land.

Metered

If you already have a water meter, after we upgrade it to a smart meter, you’ll be able to view your water usage data once our smart dashboard is live.

In the meantime, your smart meter readings will be used to generate your six-monthly bill.

Unmetered

If you don't currently have a water meter and we install a smart meter, your current unmetered charges won't change.

You'll continue to be billed in the same way as you are now. Once our dashboard goes live, you'll also be able to view your water usage data.

If you move into a property that already has a water meter fitted, you will pay for services based on our metered charges from the date you moved in.

Your metered bill will be made up of a standing charge and a volumetric charge for your water and wastewater services. The standing charge is a fixed annual fee for our services, and the volumetric charge is based on how much water you use. To work out what this would mean for your bill, see our charges.

Please note that standing charges for metered and unmetered customers are different. This is because water and sewerage service charges are included in the standing charges for metered customers, whereas they are included in the rateable value unit rate paid for unmetered customers.

If you decide to switch to metered charges, we will automatically stop charging you on an unmetered basis (rateable value) once we have fitted the meter at your property or on an agreed date.

At this stage, we will review your account and let you know if there are any outstanding unmetered charges or if you have overpaid and are due a refund.

Your existing payment arrangement, such as your direct debit, will be transferred to your new metered account. The payments will be adjusted to reflect your estimated bill. You cannot claim back previously billed unmetered charges from before the meter was fitted.

You can go back to paying unmetered charges at any time during the first two years of choosing to switch to metered billing, with the cut-off date being 30 days following the bill at the end of your second year.

To qualify for our Money Back Guarantee, you must keep your meter for the full two years and then ask to switch back. We will then credit your account with any overpayments.

If you choose to return to unmetered charging before that point, we will not credit your account with any overpayments, and you’ll pay for our services based on our metered charges up to the date you switch back.

You will not be able to switch back to unmetered charges if you have:

• had a meter for more than two years
• opted for a meter twice at the same address
• moved into a property that already has a meter fitted 
• had a meter fitted through our change of occupier initiative  
• any of the installations that require a water meter, for example, you use a sprinkler or automatic irrigation system or you automatically top up a pond or swimming pool with a capacity greater than 10,000 litres.

Your metered sewerage bill is based on 95% of the water you use returning to the sewer. The 5% allowance covers all household use, eg, drinking, cooking, watering the garden and washing the car, as well as taking into account wet and dry years.  

If you think that considerably less than 95% of the water you use returns to the sewer, you can apply to have your charges reduced.  

You can apply for a non-return to sewer allowance online. 

You may be on the border of our area and receive your water supply from us, and sewerage services from another provider.

If so, we'll forward details of your water use to the other company so that your sewerage charges can be billed in relation to the volume of water on the meter.

The meter is manufactured and tested to European and International Standard EN ISO 4064 (2024). If you think the meter isn't recording accurately, you can ask us to test it.

If the meter is recording accurately, you'll be liable for the cost of the test which will be no more than £70 plus VAT. That's a total of £84. If we find a fault and this has affected your readings, we'll revise your bills based on your normal usage level.

The meter remains our property, and we’re responsible for maintaining, repairing and replacing it with a meter of our choice.

We have statutory rights under sections 159 and 175 of the Water Industry Act 1991 to carry out work and access land where needed to install, maintain or repair our water infrastructure.

Please take care not to damage the meter or any equipment connected to it, such as remote reading devices.

If damage does occur, you may be charged for repair or replacement. Tampering with a meter is a criminal offence.

Traditional meters

We will read your meter every six months if you are a household customer, if we can gain access to it.

You can submit a meter reading online. We recommend reading your meter regularly to spot potential leaks as early as possible.

Smart meters

Smart meters automatically send water use readings to our systems daily through a secure network, meaning you no longer need to submit manual readings.

If for any reason your smart meter is not sending us regular readings, we’ll continue to read your meter every six months, providing we can gain access to it.