What's changing

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

We’re introducing a new billing system

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, 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 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.

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 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

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. To keep up-to-date with our on-going service improvements, sign up to our mailing list here

When will the layout of my bill change?

We'll start to send out our new-look bills during March, 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?

No but if you are due to be billed during the period we are transitioning your details across to our new billing system, you may receive your bill a few days later than expected.

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 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.

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.

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.