Frequently Asked Questions
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- 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?
- Where is my stop tap?
- 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?
- My surface water drainage does not drain to a sewer, can I reduce my bills?
- How do I lay a new water supply pipe?
- What is the water quality for my area?
- Do you add fluoride to the water?
- 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?
- 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?
- What is section 102?
- Will removing lead pipes cause a problem with electrical earthing?
- What if I've already replaced my internal plumbing?
- Where are your offices?
- What if I don't want to replace my lead plumbing?
- What does United Utilities do?
- Can I carry out a leak repair myself?
- 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?
- United Utilities - Why do you just leave leaks and not fix them straightaway?
- Why does it take a long time to fix a leak?
- 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?