Your new bill
Our useful bill explainer gives you a guided tour of your new bill and our frequently asked questions will help you to know exactly what to expect.
Select an option below to see a personalised example of your new bill
Does your site have a water meter?
Yes [ ] No [ ]
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
If you currently receive a single bill for multiple sites, you might experience a slightly different billing schedule over the coming months.Learn more
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
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.
When will the layout of my bill change?
We'll start to send out our new-look bills later this year. You'll then receive your new bill depending on whether you're billed monthly, quarterly or annually.
Will there be a change to how often I receive my bill?
A small number of customers will move to a different payment plan and if this impacts you, we will be writing to you. Otherwise, you may notice that you receive your bill at a slightly earlier time if you are due to be billed in November. This is because we are preparing to migrate your account to our new systems
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, from Spring 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 bills by Direct Debit. Will my current arrangement be affected?
No. We’ve made sure that your Direct Debit arrangement will stay the same however, please note that if your payment date falls within the migration window, you may experience a delay in your payment being taken for that month. If the delay is more than five working days, we’ll write to you in advance to let you know.
If your Direct Debit hasn't been taken as expected and you haven't heard from us within five working days of your usual payment date, please contact us.
I currently pay my water and waste water under one bill and my trade effluent (TE) bill separately. Will I still be able to do this?
If you previously received a separate bill for your TE service, these charges will now be included on your new water and/or waste water bill when we start to send these out later this year.
What if I have a question about my new bill?
There's more detailed information about your bills in the explainer on this page but if that doesn’t answer your question, please give us a call on 0345 1 24 24 20.