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Important to know

Here you can access everything you need to know about your water meter appointment and how you will be charged following your meter installation.

    • Once you have requested a meter, we’ll send you an email & SMS link to book an appointment.

    • After you apply you have 16 days to log in and select an appointment – don’t worry if you cant do it straight away, we will remind you ahead of this time. If you don’t select an appointment within this time, your request will expire. If you do still wish to have a meter fitted, you can simply reapply.

    • If things change and you need to need to amend your appointment, you can do this up to 36 hours before your booked time slot. Its simple to do using the link in your confirmation email or SMS. If your appointment slot is within the next 36 hours, you can still amend it but you will need to call us

    • We always aim to fit a meter within 8 weeks of receiving your application, sooner if we can. In the unlikely event that it takes longer than 8 weeks, we will normally credit your account an amount for every day we go beyond this.

    • We’ll need to visit your home to check if we can fit a meter, and the best place to fit it - we can sometimes fit your meter whilst we are there. However, we do sometimes need to make arrangements to come back to fit the meter at a later date. This can be because we need to request permits to work in the road, we need different equipment, or work is required by the customer to make space for the meter to be fitted. If this is the case, we will call you shortly after your survey to book this in for you.

    • We normally fit the water meter inside your home on the water supply pipe. If you would prefer the meter fitted outside your property, there may be a charge for any additional cost.

    • Sometimes it may not be possible to fit a water meter in your home. In this case we will review your account to see if paying your bill based on an assessed charge is a cheaper option for you.

    • Once your meter has been installed, we will send you a final rateable value bill within a week. This bill will show if you owe money or whether you have a credit balance.

    • If you have a payment plan already set up, your future payments may change depending on the debits or credits prior to getting your meter installed.

    • Until we start receiving regular meter reads, your measured charges will be estimated based on the number of people living in your home & your payment plan may change.

    • You will receive your first metered bill once we take a reading (which is any time within the first six months) and then every time we read your meter (or you provide a meter reading). For most customers, this will be twice a year although could be as frequent as every three months. Your bill will show how much water you’ve used since your previous bill.

    • After two years will automatically switch you to a measure charge unless you decide you want to stay on RV – we will write to you beforehand.

Book a survey

Look out for the link in our email and SMS, and make sure you book your appointment online. You will have 16 days to book your appointment but don’t worry, we will remind you.

Fitting your meter

When we visit your home, it takes us around an hour to install the meter. We aim to install a meter on our first visit but we may need to come back if additional work is required.

How you will be billed

You will get your final unmetered bill a week after your meter has been fitted, and your first metered bill once we have taken a reading which is usually in the first 6 months.