More information about your new services

As part of our vision to make a positive difference to our customers, you'll soon start to receive new and improved bills that are easier to understand.

You'll start to receive your new bills automatically, and should expect to receive them in line with your current billing schedule. There will be no change to your charges, details or terms and conditions, and you'll continue to receive the same award-winning customer service.

What's staying the same?

  • The excellent customer service you receive

  • Your charges 

  • Your account details, including your customer reference number

  • Our terms and conditions 

  • Our contact details and how you get in touch with us

What's changing?

  • 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.

  • From Spring 2022 you'll have access to manage your account online 24/7 with My Business Stream.

Introducing your new bills

Introducing your new bills

Get up to speed on everything you need to know

In this section you'll find an overview of your new bill, and answers to lots of frequently asked questions including what’s changing on your bill and how you pay it.


Hot topics

While we’ll do everything we can to ensure the transfer of accounts will be seamless, there will be some more noticeable changes for the specific customer groups listed below. If one of these apply to you, please click to read more.

Direct Debit

If your regular Direct Debit payment date falls during the time we’re transferring your account to our new billing system, you may experience a slight delay in that payment being taken.

Learn more

Consolidated billing

If you currently receive a single bill for multiple sites, you might experience a slightly different billing schedule over the coming months.

Learn more

Trade effluent

Your trade effluent charges are being rolled into the same bill as your other water and waste water charges, making everything easier to manage.

Learn more


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 state of the art 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 migrate to our new billing system later this year 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 from Spring 2022, when you’ll be able to manage everything online 24/7. Sign up to our mailing list here to keep up-to-date with our new services as they become available. 

Will my account be migrated automatically?

Yes, so there's nothing you need to do right now.

Is there anything I need to do?

No. Once your account is migrated to our new billing platform you'll automatically receive our improved services when they become available.

Will there be 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 one singular payment type for all of your services. You can sign up for our mailing list here and be the first to know when our new bill explainer will be 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. 

Are my terms & conditions changing?

No. Our terms and conditions remain the same.

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.