Your new services
Get set for new-look bills and effortless online account management.
Since taking over your services in 2019, it's been our priority to ensure that you receive the same outstanding customer service that you're used to – but it doesn't stop there. We're delighted to let you know that your new services are on their way.
New and improved bills
Enjoy a new and improved layout that makes your bill easier to understand, coming March 2022.
Access to My Business Stream
Manage your account 24/7 with our online portal, My Business Stream, coming your way later in 2022.
Join our mailing list to be kept up to date with our on-going service improvements.
With new bills and account management tools just around the corner, make sure you don’t miss out on the latest releases and updates as they happen.
What's staying the same?
The award-winning customer service you receive
Your account details, including your customer reference number
Our terms and conditions
Our contact details and how you get in touch with us
The layout of your bill will be clearer and easier to understand.
Trade effluent charges will be shown on the same bill as regular water and waste water charges.
Later in 2022, you'll have access to manage all of your bills online 24/7 with My Business Stream.
What’s changing and why?
As part of our vision to make a positive difference to our customers, we’re investing in a brand new billing system. The new system will enable us to deliver additional benefits including new and improved bills, which are easier to understand, and access to our online customer portal – My Business Stream.
When will these changes happen?
We’re on track to transfer to our new billing system during March and we’ll start rolling out our new and improved bills at the same time. Access to your account on My Business Stream will also be available later in 2022 when you’ll be able to manage everything online 24/7.To keep up-to-date with our on-going service improvements, sign up to our mailing list here.
Is there anything I need to do?
No, once your account is transferred to our new billing platform, you'll automatically receive our improved services when they become available. To keep up-to-date with our on-going service improvements, sign up to our mailing list here.
Will there be any changes to the layout of my bill?
Yes. We’ve updated and improved the look of our bills to make them easier to understand for our customers. With your new bill comes additional benefits including being able to view all of your services on one simple bill, links to our new online interactive bill explainer, and a single payment type for all of your services. To keep up-to-date with our on-going service improvements, sign up to our mailing list here.
What are the benefits of using your online portal, My Business Stream?
My Business Stream is our online portal, allowing you to view all of your bills in one place and manage your account 24/7.
With My Business Stream you can:
view and pay your bills online
see details of all the sites and services you have with us
submit meter readings
update your account details
speak directly to one of our advisers using Live Chat - open between 9.00am-5.00pm, Monday to Friday.
When will the layout of my bill change?
We'll start to send out our new-look bills during March. You'll then receive your new bill depending on whether you're billed monthly, quarterly or annually.
When will I be able to access My Business Stream?
You’ll be able to access your My Business Stream online account later in 2022. You can sign up to our mailing list here to be the first to know when your online account is ready.
Will any of my account details change?
No. All of your account details, including your customer account number, will remain the same. There won’t be any changes to the terms and conditions of your contract either.
I currently pay by Direct Debit. Will my current arrangement be affected?
If you have a Direct Debit payment scheduled for the end of February or the beginning of March, you may experience a delay in your payment being taken as we transition your details across to our new billing system. If the delay is more than five working days, we’ll write to you to let you know. Similarly, if you’re one of a small number of customers who currently pays your bills on an 8-month or a 10-month payment plan, this will soon change. To help us improve our customer service and standardise our offerings, we’re condensing our payment frequency options by introducing one simple 12-month plan. If you’re impacted, we’ll write to you directly with the details.
Will my charges change?
No. Your charges won’t be impacted by these changes. However, as always there will be an annual charge review on 1 April.
I currently receive a consolidated bill. Will this change?
Currently, all of your services and charges are presented on the same bill and this won’t change. Once you receive access to your online account, My Business Stream, later in 2022, you’ll be able to choose additional bill formats too. You don't need to do anything now as we'll be in touch with you nearer the time to let you know more.
I currently pay my water and waste water under one bill and my trade effluent (TE) bill separately. Will this stay the same?
If any of your premises currently receive trade effluent services from us, then your next bill will show these charges alongside your water and/or waste water charges. This means that in future, you won’t receive multiple bills – just one simple bill covering all of your services. If you have a Direct Debit set up to pay at least one of your services, this will now automatically cover all of your chargeable services. We’ll send you confirmation of your new Direct Debit schedule in advance of any future payments.