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Important to know

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

    • After you request a meter, we’ll send you an email and a text with a link to book your appointment.

    • After you apply, you have 16 days to log in to our booking tool and select an appointment. If you don’t manage to book straightaway, we’ll send you a reminder. If you don’t book within this time, your request will expire & you’ll need to reapply if you still want a meter.

    • Once booked, you can change your appointment up to 36 hours before your scheduled time slot using the link in your appointment confirmation email or text.  

    • We aim to fit a meter within 8 weeks of receiving your application, or sooner if we can.
    • In the unlikely event that it takes longer than 8 weeks, we’ll usually reduce your balance for each extra day it goes beyond this.
    • We’ll ask you to book an appointment for us to visit your home, to confirm that we can fit the meter and check the best location. Most meters are fitted inside your home on the water supply pipe. If you’d prefer your meter fitted outside there may be a charge for this.

    • Once you book your appointment, you may receive a text message from our partner, VYN, asking you to send us a short video on your mobile phone so we can identify the best location to fit your meter. We’re just trialling this service at the moment and not all customers will get this message, so no need to worry if you don’t as we’ll carry out these checks when we visit.

    • To help us plan your meter fit in advance, you may receive a text message from our partner, VYN, asking you to send us a short video on your mobile phone so we can identify the best location to fit your meter. If you’re unable to send a video, no problem—we can carry out these checks when we visit.
    • If possible, we’ll fit the meter on our first visit – this normally take about an hour. If extra steps are needed, such as permits to work in the road, or adjustments inside your home, then we’ll contact you to arrange a further appointment.
    • Sometimes it isn’t possible for us to fit a meter. For example, if you share your water supply with other properties, you have more than one supply of water to your property, or your pipework is not suitable.

    • If we can’t fit a meter, we’ll review your account to see if an assessed charge would be cheaper for you.

    • Once your meter has been fitted, we’ll send your final rateable value bill showing if your account is credit or debit and we’ll carry this balance over to your new bill.

    • If you have a payment plan already set up, your future payments may change depending on your account balance.

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

    • You’ll get your first metered bill after we take a reading - usually within 6 months. After that, you’ll receive a bill every time we read your meter (or you provide a meter reading), typically twice a year, although this could be as often as every 3 months. Your bill will show how much water you’ve used since your previous bill.
    • For the first two years your bill will compare your metered charges to what you’d pay on a fixed rate (Rateable Value) charge and you’ll be charged the lower amount.
    • After two years, we’ll automatically switch you to metered charges, unless you choose to stay on your previous fixed rate. We will write to you before this happens.

Book an appointment

Look out for the booking link in our email and text to book your appointment online. You’ll have 16 days to book and we’ll send reminders, so you don’t forget.

Fitting your meter

Fitting your meter usually takes around an hour. We aim to complete this on the first visit but may need to come back if extra work is required.

How you will be billed

You'll get your final unmetered bill about a week after your meter is fitted, and your first metered bill once we take a reading, usually within the first six months.