Frequently Asked Questions

• I want to pay my bill, how can I do this?
• Why has my payment plan increased?
• How do I change my bank details on my Direct Debit?
• How do I change the name on my account?
• How do I remove a name from my bill?
• How do I add another name to show on the bill?
• What is your email address?
• What if I am having difficulty paying?
• Can I amend my payment plan?
• How can I get a new payment card?
• How do I get a copy of my water bill?
• Can I change or decide what date I pay my Direct Debit on?
• How can I reduce my bill?
• How much does it cost to call United Utilities?
• What does a litre or cubic metre of water cost?
• What are your opening hours?
• I have a disability, can you help me?
• How do I know if my payment has been received and credited to my bill?
• How are my Direct Debit payments calculated?
• How often will you send me a bill if I have a water meter?
• Can I reduce my payment plan?
• How can I find my account balance?
• Can you email my bills to me?
• I live on my own, what happens if I go into hospital or residential care?
• I have a mental illness, can you help?
• Can my bills go to a different mailing address?
• My Council tax valuation band has changed and I do not have a water meter, can you reduce my water bill?
• How can I pay my bills if I have a water meter?
• Why is there no payment slip on paperless bills?
• What is a rateable value?
• Will I get a discount by paying by Direct Debit?
• What do I do if my bill is addressed to The Occupier?
• How do I set up a Direct Debit?
• What are the benefits of paying by Direct Debit?
• Can I pay by Direct Debit if I have a water meter?
• Why are Payzone outlets used by United Utilities?
• Why should I use the Debit and Credit Card payment facility?
• I'm abroad, what number can I use to call you?
• I currently pay by Direct Debit. Do I need to set up a new Direct Debit if I switch to a water meter?
• When is my next payment due on my payment plan?
• Is VAT payable on my household bill?
• My Direct Debit payment wasn't paid by my bank, what should I do?
• I have a meter and pay by Direct Debit, if my water usage changes how do you work out my payments?
• I have a family member who has dementia. How can you help them?
• I have a family member who has mental health issues. How can you help them?
• Will I pay less if I go back to non-metered charges?
• Will my credit rating be affected by the information you are sharing with the Credit Reference Agencies?
• I am critically ill, can you help me with my account?
• I can’t speak English, can you help?
• I have a family member who is critically ill, can you help?
• Do you have a password scheme?
• How can I request a Direct Debit mandate?
• What are Priority Services?
• I think I have been fraudulently contacted by a company claiming to be United Utilities, what should I do?
• Can I nominate a carer, family member or friend speak to United Utilities on my behalf?
• Can I have a talking bill?
• Why are wastewater charges more than water charges?
• How is my bill calculated?
• Dealing with the loss of a loved one, we're here to help
• Can I have Braille or large print?
• Am I saving money on my new meter?

• Can I view my bill online and stop receiving paper bills?
• How can I request a paper copy of my bill?
• Why is my balance showing as in credit?
• How can I register for My Account?
• How can I find my account number?
• I can't log into My Account, what should I do?
• I've forgotten my password, what should I do?
• How do I amend my log in details for My Account?
• Can I manage my account online?
• I've closed My Account, can I still see my previous bills?
• Why are you not reducing my bill If I am managing my account online?
• Are my bank details stored on My Account?
• Can my bills be downloaded into Microsoft Excel?
• What browser versions does My Account support?
• What does the padlock symbol in the corner of my screen mean?
• How does My Account protect my payments from being hacked?
• Does My Account require cookies to be enabled?
• If I sign up for paperless bills, when will it take effect?
• Can My Account be used from a public or shared computer?
• I've forgotten what email address I registered to log in to My Account with
• What should I do if I can't remember the answer to my security questions?
• Can I apply for a water meter in My Account?
• Can I register more than one property in My Account?
• My account has been locked - how can I unlock it?
• How do I deactivate or deregister My Account
• How do I change my email address for My Account?
• How do I report a suspicious email or text?

• I'm moving house, what do I need to do?
• I've moved house - when will I receive a bill?
• My home is empty, what do I need to do?
• Have you recently moved into a new home with a water meter?
• Will I get a refund if there is credit on my account?
• Where can I find my meter in my new home?
• Is my new home supplied by United Utilities?
• I am a landlord and my property is empty, am I responsible for charges?
• I am a landlord and have a new tenant who is responsible for the water charges, what should I do?
• Why is there a water meter at my new property?
• As a tenant am I responsible for my water?
• I am receiving letters in the name of the previous occupier, what should I do?
• My new home has a water meter, do I need to provide a reading?
• How do I apply for a water meter for my new home?
• When will you turn the water on at my new property?
• My landlord is responsible for the charges at my home, do I need to provide you with my details?
• If I am renovating my property and only using a small amount of water, do I still have to pay?
• My property is an empty shell and has no bathroom or kitchen, do I still have to pay?
• I own a property where the water is not in use, do I still have to pay water charges?
• If I can prove that my property is empty and not using any water can I get this charge reversed?
• I own a home but live elsewhere (such as a holiday home), do I need to have an account?

• What water saving items do you give away?
• Do you sell water butts?
• How can I save water?
• How much water does my hot tub use?

• What is the lowest bill guarantee?
• I already have a water meter, does the lowest bill guarantee apply to me?
• Will installing a water meter save me money?
• I have moved into a property with a meter can I have it removed?
• What is an Automated Meter Reader?
• Where will my water meter be fitted?
• How much does it cost to have a water meter fitted?
• I would like a meter fitted, what should I do?
• Can I still take my own meter readings from an Automated Meter Reader?
• How long will it take to fit a water meter?
• If I move house can the new occupier go back to non-metered charges?
• How can I submit a meter reading if the current one is an estimate or incorrect?
• If I had a leak or burst after the water has gone through the meter, do I have to pay for that water?
• What are the benefits of an Automated Meter Reader?
• Is it possible to identify real time consumption with an Automated Meter Reader?
• How much does water cost?
• When will you read my meter?
• How do I read my water meter?
• What happens to the meter if I go back to non-metered charges?
• I am unable to read my meter as it has condensation in the meter, what should I do?
• My meter is leaking, what should I do?
• How do I get my water meter moved to a different location?
• My meter doesn't seem to be recording my water usage correctly, what should I do?
• How do I get a new key for my stop tap?
• Is it safe and secure to transmit my Automated Meter Reading?
• My meter is under water, what should I do?
• I am a tenant, can I apply to have a meter fitted?
• The dials on my meter are not moving, what should I do?
• Are there any health concerns with Automated Meter Readers?
• Can I buy my own water meter and use that instead?
• Are you always able to fit a meter?
• When will you contact me to arrange an appointment to fit a water meter?
• Will having a meter fitted affect the water pressure in my property?
• What does the water meter measure?
• What does a water meter look like?
• After the meter has been fitted can I change my mind?
• Where is my water meter?
• How do I report a water meter causing a trip hazard?
• Who owns the meter?
• I am a landlord, can I apply to have a meter fitted at one of my properties?
• Will fitting a meter affect the electrical earthing in my property?
• Can I pay for my water meter to be fitted, to get it installed sooner?

• What is the water hardness for my area?
• I cannot find my external stop tap. Can you come out and help me?
• How do I make a complaint?
• Why is my water discoloured?
• Why is my water pressure too high or too low?
• How do I get in touch about replacing lead pipes?
• Why does my tap water smell or taste different?
• I have a septic tank, do I need to pay full sewerage charges?
• Am I responsible for my wastewater pipes?
• My surface water drainage does not drain to a sewer, can I reduce my bills?
• Who is responsible for sewer flooding into my home, and will I be compensated?
• How do I lay a new water supply pipe?
• Will you come and turn off my water supply, so I can carry out home repairs?
• What is the water quality for my area?
• Do you add fluoride to the water?
• I have a leak inside my house. What should I do?
• How do I do a leak test?
• I have spotted a leak in the street - how do I report it?
• When replacing lead pipes can I get help to cover the cost?
• If you own the sewer pipe running through my garden, will this affect me if I want to extend my property?
• How do I order a standpipe?
• Am I responsible for my water supply pipes?
• Can I have a private leak repair?
• Do I need permission to connect to the public sewerage system?
• How can I stop sewer blockages?
• How will I know if I have lead pipes?
• What happens if my drains are connected incorrectly?
• How do I disconnect a supply pipe?
• How can I find out if the sewers have sufficient capacity to service my development?
• Before I replace lead pipes what can I do in the short term?
• If I am carrying out plumbing work will you turn off my water supply for me?
• What is section 102?
• Will removing lead pipes cause a problem with electrical earthing?
• Can you help me find my water service pipe?
• What if I've already replaced my internal plumbing?
• Where are your offices?
• What if I don't want to replace my lead plumbing?
• Do you empty septic tanks?
• What does United Utilities do?
• Can I carry out a leak repair myself?
• United Utilities - What causes sewer flooding?
• Are there any grants to help with the cost of laying a new supply pipe?
• When replacing underground pipes, will there be any disruption?
• I would like information on United Utilities shares
• If I think a bogus caller is at the door what should I do?
• What is water flow?
• Why does water pressure vary?
• What is water pressure?
• What causes pipes to leak?
• Why don't you know where all the leaks are?
• When is a leak not a leak?
• I've never seen anyone inspecting a leak
• United Utilities - Why do you just leave leaks and not fix them straightaway?
• Why does it take a long time to fix a leak?
• How do I check for leaks in my toilet cistern?

• Why have I received a text message about updating your app?
• I submitted a meter reading on the App – why isn’t it showing on my readings history?
• Why won’t my meter reading submit?
• Why can’t I install the United Utilities mobile App from Google Play Store?
• Why can’t I install the United Utilities mobile App from my Apple App Store?
• I’ve paid the wrong amount on the App. What should I do?
• Nothing is happening when I select the ‘Make a payment’ button. How else can I pay my bill today?
• Why can’t I pay my bill on the mobile App?
• Why isn’t the payment I made showing up on the App?
• My meter details are wrong on the mobile App; how can I correct/update them?
• Why is my payment history wrong?
• Why can’t I see my account history on the mobile App?
• Why can’t I log in to the mobile App?
• How do I log out of the mobile App?
• Why am I getting an account locked message?
• Why am I getting an address error message when I try to register?
• I don’t want to agree to the legal terms of the App. Can I still use it?
• Why isn’t my activation code working?
• I didn’t receive an activation code. How do I register for the App?
• Do I need a United Utilities account number to use the App?
• I’m getting a device configuration error message when I try to download the App – what does it mean?
• Why won’t the mobile App install on my phone or device?
• My mobile app account has been locked, what do I need to do?
• How do I register for your mobile app?
• What should I do if I am having a technical problem with your mobile app?
• Can I find out where my meter is located using your mobile app?
• Can I see my previous meter readings using your mobile app?
• Can I submit a meter reading using your mobile app?
• Can I pay my bill using your mobile app?
• I have changed my mobile number, can I still log into my mobile app account?
• How do i deregister my mobile app account?
• How can I reset my pin number?