What's changing

Here's a rundown of what's changing, what's not, and what to expect.

We’re introducing a new state of the art billing system

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, along with access to our online customer portal – My Business Stream.

You’ll receive a new improved bill design, in line with your usual billing schedule

What will change…

  • Our billing system will change, and your account will be migrated automatically.
  • The design of your bill will change, becoming clearer and easier to understand.
  • How trade effluent charges are billed – they’ll now be shown on the same bill as regular water and waste water charges.

What won't change...

  • Your charges will remain the same
  • Your account details, your reference number and all other details will remain the same
  • Our terms and conditions will remain the same
  • Our contact details and how you get in touch will remain the same for now too

Direct Debit

If you currently pay by Direct Debit at the beginning of each month, you may experience a delay in your payment being taken during February as we transition your data across to our new billing system.

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

FAQs

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 transfer to our new billing system during February 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. Sign up to our mailing list here to keep up-to-date with our new services as they become available. 

Will my account be transferred to the new billing system automatically?

Yes. There's nothing you need to do right now.

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 a single payment type for all of your services.

When will the layout of my bill change?

We'll start to send out our new-look bills during February, in line with your billing cycle. 

Will any of my account details change?

No. All of your account details, including your customer reference number, will remain the same. There won’t be any changes to the terms and conditions of your contract either.

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 as they become available.

Will the terms and conditions of my contract change?

No. Your terms and conditions will remain the same.

Will my charges change?

No. Your charges won’t be impacted by these changes. However, as in previous years, there will be an annual charge review on 1 April.

Will there be a change to how often I receive my bill?

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. Otherwise, you may notice that you receive your bill slightly earlier if you are due to be billed during the period we’re transferring your account to our new billing system.

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 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 dates we're transferring your account to our new system, 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 from February 2022.

What if I have a question about my new bill?

You can find lots of information about your new bill by viewing the explainer on this page but if you’d prefer to speak to someone, please give us a call on 0345 124 2420 and we’ll be happy to help.