Your customer reference number is your unique 7 to 10-digit number, sometimes called your ‘billing reference number’. You’ll need this if you’d like to discuss your account with us. Your invoice number is sometimes called your ‘bill number’. This is a unique number which identifies the particular bill that you’re looking at. We’ll ask for this number if you contact us with a specific query or issue relating to this bill.
Metered (or measured) properties in Scotland
You may receive multiple invoices due to amendments made to your bill. We are legally obliged to send every invoice for your records, however, you only need to pay the last one (the one with the highest invoice number). They should arrive at the same time so you can identify which one to pay.
Choose the corresponding part of your bill
Scroll down to find the corresponding part of your bill
1. Customer reference and invoice number
2. Water and Waste water - Supply point ID (SPID)
You’ll have one or more Supply Point IDs, sometimes referred to as a SPIDs, listed on your bill – one for each water and/or waste water connection that you have. A SPID is the unique identifier for your connection to the water or waste water network and helps us to locate your premises.
3. Billing period
This is the period of time that this bill relates to. It might help to check this initially if you think your bill is too high or too low as your bill may relate to a longer or shorter period of time than you were expecting.
4. Your account summary
This section shows a summary of the balances, payments and charges that have been considered to produce your bill.
Your account summary takes your previous balance from your last bill and subtracts any recent payments received. This then results in the ‘balance brought forward’ amount. The detail of how your charges have been calculated is broken down over the following pages.
5. Your charges this period
This section shows all of your charges for the current billing period. More details can be found on page two of your bill.
6. Your new account balance
This is a total of your ‘balance brought forward’ amount combined with the total charges from the current billing period.
Your new account balance is the total amount that you need to pay for this billing period. 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 2002 and we’ll be able to discuss your options.
If your account is in credit, you don’t need to do anything. We’ll use this credit balance to cover future charges. Alternatively, you can request a refund of your credit balance by getting in touch with us using the contact details at the top of your bill.
7. Our latest news and updates
We use this box to inform you of any important messages, news or updates. This might include, for example, information on changes to your charges or seasonal water efficiency advice.
8. Your water-related carbon consumption
Every litre of water that you use, and every litre of waste water that goes down your drain, needs to be treated and transported to make it safe and available. Energy is used for each and every part of this process, so we encourage all of our customers to try to keep their water use to a minimum to reduce energy demand and prevent air pollution.
The information in this box provides an estimate of the carbon dioxide (CO2) that would be released into the atmosphere each year as a result of the water you’ve used and the waste water that you’ve produced.
9. Ways to pay
Here you’ll find various ways to pay your bill.
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? Alternatively, you can pay your bills online via our simple payment form or by logging on to or registering for your My Business Stream account. You can find a list of ways to pay on the front page of your bill.
Choose the corresponding part of your bill
Scroll down to find the corresponding part of your bill
1. Fixed water charges
Your fixed water charges are calculated using a set daily rate which is 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 premises. The rate you’re charged is determined by your premises location (or water wholesaler region) and the size of your water connection – larger diameter pipes are charged at a higher rate.
Your yearly (annual) fee is listed on the left for your reference. The number of ‘units’ you’re being charged for is equal to the number of days in the billing period. The daily rate (the amount you’re charged each day) is shown in pence. You can find a full list of all your charges here.
These two figures combine to give the total charge for the billing period, which is shown along with the VAT code. Z (Zero) means the rate for VAT is zero, S (Standard) is the standard rate of 20%. If there is more than one row in this section, this is because you have more than one water meter.
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2. Volumetric water charges
This is a variable charge for the amount of water you've used, as recorded by your water meter. The rate you’re charged can vary based on your geographical location and your water consumption. You can find a full list of all of your charges here.
3. Fixed waste water charges
Your fixed waste water charges are calculated using a set daily rate which is multiplied by the number of days in the billing period to provide a total. This is a fee for the upkeep of external pipes and pumps that remove waste water from your premises.
The rate you’re charged is determined by your premises location (or water wholesaler region) and the size of your connection to the network – larger diameter pipes are charged at a higher rate. You can find a full list of all of your charges here.
4. Volumetric waste water charges
This is the amount of water that we estimate goes down your drain based on a proportion of the water consumption recorded by your water meter. In general, waste water is charged between 90% and 100% of your recorded water use.
The rate that you’re charged varies based on how much water you use. You can find a full list of all of your charges here.
If you believe the percentage on which your waste water charge is based on is inaccurate, then it’s possible to challenge this with your water wholesaler. We’re able to raise this challenge on your behalf with your wholesaler, who will review any evidence you can provide. If you believe your charges are inaccurate, tell us via our general enquiry form and we’ll get back to you as soon as possible.
5. Property drainage
This is a fee for the cost of collecting and treating rain water which goes in to the public water and waste water network from your premises.
The rate that you’re charged is based on the rateable value (RV) of your premises. You can find a full list of all of your charges here.
If you believe the RV of your premises has been calculated incorrectly, then it’s possible to challenge this with the Scottish Assessors. Please visit their website at saa.gov.uk.
6. VAT
Most of our services are zero rated (Z) but some are standard rated (S) or outside scope (O). For more information about which businesses pay VAT, and what to do if you think you’re being incorrectly charged, visit our VAT information page.
7. Total charges this period
Your total charges for this billing period will be displayed here.
See items on your bill that aren’t here? See our guide for customers with more complex bills
Metered Bills FAQs
Got a question about Metered Bills in Scotland? We’ve included our most asked questions below.
FAQs
What period of time do the charges on my bill cover?
The period of time that your charges cover is displayed on the first page of your bill, above the account summary section. This can vary depending on when we receive meter readings.
Why have I been billed based on an estimated meter reading?
As a licensed provider of business water services, we’re required to read each customer’s water meter twice a year. If you have received a bill that is based on an estimate meter reading, this will either mean that the bill is covering a period of time between meter readings, or that our engineers were unable to read your meter when they visited.
If you would prefer not to have an estimated bill, you can provide us with your own meter reading over the phone or online. Please only read your meter if it’s safe to access your meter. After doing this, we’ll be able to re-issue your bill based on the actual consumption as determined from the readings that you submitted.
Why are the first 25m3 of water that I use charged at a different rate?
For customers whose consumption is measured by a 15-20mm sized water meter, our industry regulations provide us with a standardised rate at which to charge the first 25m3 of water that’s consumed. After that point, we are able to offer our reduced rate and will apply the new rate for all consumption that is over and above this level.
Why have I received multiple bills?
Usually, you’ll only ever receive one bill from us. However, if we need to make an amendment on your account, this can result in receiving multiple bills or invoices through the post from us. We’ll always endeavour to let you know if this might happen by contacting you over phone or email.
When an amendment is made, we’re required to ensure that a full record of this change is provided to you. Sometimes it’s not possible to show an amendment on a single bill, so more than one may be generated in order to accurately display the steps that have been taken.
Our bills are produced in numerical order, so even if you receive more than one on the same day, simply look for the invoice number at the top of the page. This can be found after the forward slash next to your customer reference number.
How can I get a discount on my bill?
We have a number of ways in which customers can save money on their bills. This could be by signing up for direct debit, eBilling or by signing up to a one, two or three year contract.
Find out how much you could save with an instant quote here, or get in touch with one of our water experts to discuss the options available.
Can’t find what you’re looking for? Get in touch.
We’re fully committed to improving our environmental performance and are certified to ISO 14001:2015. You can find out more in our environmental policy.
