Frequently Asked Questions


Who should I contact in an emergency?

Your water experts are on hand Monday to Friday between 9am - 5pm. You can contact us on 0330 123 2000 during these hours for expert advice. Outside of these hours, your regional wholesaler should be your first point of contact. You can use our postcode look-up to find your wholesaler’s contact details here.

Why has my consumption increased?

This could be down to a change in your water usage, a burst pipe or meter (which could be visible or hidden), or you might be on a shared supply and experiencing an increase due to usage elsewhere. Call us on 0330 123 2000 and we can help you resolve this.

How do I determine the cause of a problem with my water supply?

Turn off the supply at the stop tap and observe your water meter to identify if the meter is still registering consumption. You could also take a meter reading when your business is closed and then again the following morning, or at a time when consumption should be zero and again in use. This will help identify if water consumption has been registered.

I’ve closed my Business Stream account, am I due a refund?

Call us on 0330 123 2000 to discuss the balance on your account if you believe you have a credit. You can choose to transfer this to another account with us, or we may send you a refund by cheque. Credit balances can only be refunded if your business has no other accounts with a debit balance.

Why have I not received a refund?

Our authorisation process carefully checks all payments and credit refunds to ensure they are correct. This process can take 10 business days. We appreciate your patience whilst we get this right.

Why have I received a Business Stream bill?

If you’ve received a bill from us it’s because your commercial property has a live connection to the water and waste water network in Scotland or England. Since April 2017, all properties in Scotland regardless of occupancy status are liable for water and waste water charges. You can find out more about this here If you were previously a Southern Water customer who has been transferred to Business Stream, you can find more information and answers to FAQs here.

You might not have entered in to a Business Stream fixed term contract, or have switched from another provider. But there are a few reasons why we might still send you a bill. If your commercial property has been identified as occupied, but doesn’t have a provider actively billing water and waste water services, then it may have been assigned to us as a gap site by the wholesaler. This can happen when the previous tenant has notified us of your occupation. These sites are transferred to Business Stream. Call us if you have any other questions about this. 

What do the charges on my bill relate to?

We’ve got a handy online tool to help you understand each area of your bill, you’ll find it here.

What is Live Rateable Value (RV), and why has my bill changed because of this?

This only applies to sites in Scotland. Live Rateable Value was introduced by the Scottish Government in April 2018. Changes to charges are being phased over 3 years. Find out more about what’s changed, why and what it means for you here.

Why have I received multiple bills?

Each time we make an amendment to your account we are required to issue a bill to show this. Unfortunately, this can sometimes result in multiple bills. We encourage all of our customers to sign up to receive eBilling by registering their account on My Business Stream or on our app.

Why has my meter not been read?

We are required to obtain at least two actual meter readings per year. If you’ve not had your meter read recently, you may be in an estimated bill period before the meter is due to be read again. Otherwise, we might have missed you at a time when there was no access to the property. We normally advise you of this by leaving a card.

You can submit a meter reading online at any time through My Business Stream or on our app.


Our service is award-winning and we work hard to get it right for you. But if you’re unhappy with the service we’ve provided then you’ll find more information here about how to contact us. We will always take your feedback onboard, and work with you to resolve your problem as quickly as possible.