Bill explainer - England unmeasured (new invoices)

Your customer reference number is a unique 7 to 10-digit number that identifies your billing account. If you contact us about your account, we may ask for this number.

Your invoice number is a unique reference which identifies the particular bill you’re looking at. If you get in touch with a question about a particular bill, having this number will help us assist you more quickly.  

The tax point date is used for VAT purposes and determines the VAT treatment applied to your charges. The tax point date may differ from the invoice date, depending on when the services were provided or billed.

You’ll have one or more Supply Point IDs, sometimes referred to as SPIDs, listed on your bill – one for each water and/or waste water connection that you have. This unique reference helps identify your connection to the water and waste water network and allows us to locate your premises quickly.

If you don't pay by Direct Debit, you'll need to make your payment as soon as possible, 14 days after the invoice tax date shown in section 2.

This is the period of time your bills covers. If your bill is higher or lower than you were expecting, it's worth checking these first, as the bill may cover a longer or shorter timeframe than previous bills.

This section shows a summary of the balances, payments and charges that make up your bill. Your account summary starts with the balance from your previous bill and subtracts any payments we’ve received since then to calculate your ‘balance brought forward’.  A detailed breakdown of your charges can be found on the following pages of your bill.

This section shows all your charges for the current billing period and includes any discounts applied to your account. If you’d like to see how these charges have been calculated, you’ll find a detailed breakdown on page two of your bill.

Direct Debit

This is your current account balance, totalling any ‘balance brought forward’ and your charges for the current billing period. Your new account balance is the total amount that you need to pay for this billing period.

If you’re on a fixed Direct Debit, your account balance might be different to your monthly Direct Debit payment amount. This is normal and will even out over the year.

If your account is in credit, the balance will be shown as CREDIT. We’ll use this credit balance to cover future charges. Alternatively, if you’d like a refund of your credit balance, get in touch using the contact details on your bill or click here for more information.

Non Direct Debit

This is your current account balance, totalling any ‘balance brought forward’ and your charges for the current billing period. Your new account balance is the total amount that you need to pay for this billing period.

If there is an amount to pay, it will be shown as your outstanding balance. It’s easy to pay using one of the payment options noted on your bill. If you have any concerns about making payments, please get in touch with our Customer Support team on 0330 123 2000 and we’ll be able to discuss your options. We’re here to help.  

If your account is in credit, the balance will be shown as CREDIT. We’ll use this credit balance to cover future charges. Alternatively, if you’d like a refund of your credit balance, get in touch using the contact details on your bill or visit Payments & Refunds webpage for more information.
 

Paying your bill is simple. We offer a choice of convenient ways to pay, including Direct Debit, secure online payment, by phone, bank transfer, payment slip or cheque.

Did you know that Direct Debit is the quickest and easiest way to pay your bill and you can spread your costs across the year? To find out more ways you can pay or to set up a Direct Debit, can the QR code on your bill or visit our Payments & Refunds webpage.
 

Whether you need support with your bill, want to submit a meter reading, are moving premises or have a question about your water and waste water services, we're here to help. Scan the QR code on your bill or visit our Help Centre to access useful information and get in touch.

Your fixed water charges are calculated using a daily rate multiplied by the number of days in the billing period to provide the total charge. These charges cover the maintenance of external pipes and pumps that supply water to, and remove waste water from, your site. The amount you pay depends on your location, the services you receive and the size of your water connection.

We show both the annual charge and charge for this billing period. You can find a full list of all your charges on our website 

The VAT code indicates the rate of VAT applied:
Z = Zero-rated VAT
S = Standard-rated VAT (20%)
If more than one row is shown, this may be because your account has multiple water meters or services.

If your premises doesn’t have a water meter, your waste water charges are based on the Rateable Value (RV) of the property rather than the amount of water used. More information about rateable value in England can be found on our website. The charge is calculated using your property's RV and the applicable charge rate. Your bill shows the annual charge, the rate used and the RV assigned to your property, so you can see how the charge has been calculated.

Your fixed waste water charges are calculated using a daily rate and the number of days covered by your bill.

These charges cover the maintenance of external pipes and infrastructure used to collect and remove waste water. The amount you page depends on your location, the services you receive and the size of your water connection.

We show both the annual charge and charge for this billing period. You can find a full list of all your charges on our website.

The VAT code indicates the rate of VAT applied:
Z = Zero-rated VAT
S = Standard-rated VAT (20%)
If more than one row is shown, this may be because your account has multiple water meters or services.
 

If your premises doesn’t have a water meter, your waste water charges are based on the Rateable Value (RV) of the property rather than the amount of water used. More information about rateable value in England can be found on the gov.uk website. The charge is calculated using your property's RV and the applicable charge rate. Your bill shows the annual charge, the rate used and the RV assigned to your property, so you can see how the charge has been calculated.

This charge covers the collection and removal of rainwater from your premises through the public sewerage network.

The rate you pay is based on the surface area of your premises and the charges applicable in your water wholesaler region. The calculation shown on your bill displays the annual charge and the rate used to determine the charge for your premises.
If you believe the surface area used to calculate your charge is incorrect, we can raise a review request with your water wholesaler on your behalf. Simply contact us through our General Enquiries form and provide details of the issue, along with any supporting evidence. We'll manage the query and keep you updated on its progress.

A full list of current charges is available on our website

This charge helps fund the drainage systems that remove rainwater from public roads and help prevent street flooding.
The rate you pay depends on your water wholesaler region and may be calculated using the size of your water connection or, in some areas, the Rateable Value (RV) of your premises.

Unlike surface water drainage charges, highway drainage charges apply to all eligible properties connected to the public sewerage network and cannot be removed from your bill.

A full list of current charges is available on our website.

A retail charge – your charges are based on the wholesale rates set by the regional water wholesaler, with an agreed retail fee or percentage margin applied for the services we provide, such as account management, billing and customer support.
Where applicable, contract adjustments are shown separately for water and wastewater services. The percentage applied and the value of the adjustment for the billing period will be displayed on your bill.

This shows your total charges for the current billing period across all services on your account. These charges are added to your account before any payments received are applied.

This section provides additional information about your account and services, including:
Your site's Rateable Value (RV) – the current Rateable Value assigned to your premises, where applicable.
Annual charge updates – important information about changes to your water and wastewater charges.
Switching retailer – guidance on your options if you're considering changing water retailer.
Credit balances – information about what to do if your account is in credit.
Disputes and complaints – details of how to raise a complaint or seek independent advice.
Emergencies – guidance on what to do and who to contact in the event of a water or wastewater emergency.
 

If you'd like to find out more about VAT on water and wastewater services, or if you think the VAT treatment on your bill may be incorrect, please visit the VAT information page on our website.