Water and wastewater services for Kent, Sussex, Hampshire and the Isle of Wight
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With a Control Reading FAQs

  1. How is my final bill calculated? 
    • Your final Southern Water non-household bill, for the services you receive from us, has been calculated based on a final meter reading taken as shown on your bill.

      The bill also includes an estimate for the remaining period from the reading date to 31 March 2017. The estimate has been calculated based on your consumption history.

      Business Stream will use this to open your account with them.
  2. What if I have services that are not provided by Southern Water? 
    • If you have services supplied by a company other than Southern Water, we will only transfer your Southern Water services to Business Stream from 1 April 2017.

      If you have made other arrangements with another company we will not switch you to Business Stream. Unless otherwise notified by your current provider, you will continue to receive services from and be supplied by them.

      If you have a query about the services not provided by Southern Water please contact your provider directly.
  3. What if I have a Southern Water Trade Effluent account? 
    • You will receive your final Southern Water trade effluent bill during April. This will be based on an actual meter reading where available or an estimated reading where an actual reading is not available.

      If you have a private trade effluent meter(s) for calculating your use, we’ll contact you in either March or April to get an actual read (up to 31 March). If, for any reason, you are unable to provide a private meter reading we’ll estimate the meter reading for 31 March 2017.

      Should this estimate turn out to have been too high, Southern Water will provide you with a refund for any overpayment made. If additional information is required for your bill calculation we will use actual data if you provide this to us by 15 April 2017.

      If for any reason you are unable to provide this, we will use an estimate based on your previous bill. If you have a query about your trade effluent account please contact us on: 0330 303 1260.
  4. How can I get a more accurate final bill? 
    • To help provide a more accurate final bill you can provide your own meter reading:

      Online: southernwater.co.uk/submit-a-meter-reading
      Call: 0330 303 0277

      All meter readings need to be provided to Southern Water by 17 March 2017. This reading will be used to calculate and reissue your final Southern Water bill. If you have your own private trade effluent meter(s) contact your Trade Effluent Inspector.
  5. What if my account is in credit at the time of the final bill? 
    • If your account is in credit, Southern Water will provide you with a refund within four weeks of the transfer of your account to Business Stream.
  6. What if a meter reading is too high? 
    • Should the estimated meter reading turn out to be too high, and you provide us with an alternative meter reading, any over-payment made will be refunded to you by Southern Water.

      Please note that Business Stream will use our estimated reading on 31 March to open your account with them.
  7. What if I do not agree with my final bill? 
    • Please provide Southern Water with an actual reading as soon as possible after receipt of your bill and we will recalculate it.

      Contact us on: 0330 303 0277.
  8. What if my final actual reading is higher than previously estimated? 
    • Now an actual reading has been taken we’ve noticed that your consumption is higher than previously estimated. If you feel your bill is unusually high and you wish to speak to someone call us on 0330 303 0277 so we can help.
  9. What if I am having problems paying my final Southern Water bill? 
    • Southern Water will continue to work with customers until their balance has been cleared.

      Contact us on: 0330 303 0277 to discuss what can be done to clear your arrears.

      If you don’t pay your outstanding bill your account may be transferred to our legal department and you may incur further charges.
  10. What if I have an outstanding balance? 
    • If you have an outstanding balance to pay after receiving your closing bill, this should be paid directly to Southern Water. We’ll continue to work with you until your balance has been cleared.

      To help you manage your account, we recommend you set up a regular monthly Direct Debit payment. You should also contact us on: 0330 303 0277 to discuss what can be done to clear your arrears.

      If you don’t pay your outstanding bill your account may be transferred to our legal department and you may incur further charges.
  11. What happens if my meter was exchanged prior to receiving my estimated bill? 
    • Your final bill will show the meter exchange details. This includes an actual reading taken at the time of exchange.

      Your final bill is estimated from the date of your last meter read to 31 March 2017.
  12. I have a household account that is linked to my non-household account – what happens to the bill for the household part of my account? 
    • Your bill for household services will remain the responsibility of Southern Water. If you have a query with your household bill please call us on 0330 303 0277.

Direct Debit

  1. What happens to my existing Direct Debit with Southern Water? 
    • Your existing Direct Debit will be transferred automatically to Business Stream, you need take no further action. If you pay by monthly Direct Debit, your March 2017 payment will have been taken as usual.

      Any outstanding balance should be paid by cheque or BACS by the due date outlined on your bill. Any payment already made has been deducted from your final bill.

Your new account with Business Stream from 1 April 2017

  1. When will I receive my first bill from Business Stream? 
    • Water and wastewater
      • From 1 April 2017, you will receive your water and or wastewater bills from Business Stream.
      • If you have a Direct Debit set up with us, you don’t have to do anything as this will transfer automatically to Business Stream.
      • Your first bill from Business Stream will be based on the estimated reading we use when we close your account with us. If, following your first Business Stream meter reading, you are owed any money as a result of your estimated final bill, this will be credited to your account.

      Trade effluent
      • From 1 April 2017, if you have a trade effluent account, you will receive your trade effluent bill at the same time as your water and/or wastewater bill.
      • If you would like to pay by Direct Debit for your trade effluent, you can. Business Stream will be in touch to discuss this with you.
      • If you have a query relating to trade effluent, you’ll continue to be able to contact us.

      Call: Your Trade Effluent Inspector directly
      Online: visit southernwater/trade-effluent
      Email: trade.effluent@southernwater.co.uk.
  2. What will my charges be with Business Stream? 
    • When you transfer to Business Stream, your charges will not exceed the charges that you would have paid to Southern Water in 2017–18, following the annual price adjustment. Business Stream will send you a statement of charges in March.

      This will be for the period 2017–18. Your Business Stream terms and conditions can be found at: business-stream.co.uk/SouthernWater.
  3. Where can I find out more about Business Stream? 
    • Business Stream is a specialist non-household water retailer in the UK. For more information about the company, please go to: business-stream.co.uk/ SouthernWater or call: 0330 123 2000.
  4. Where can I find out more information about the new competitive non-household market? 
    • You can find out more about competition in the water industry for non-household customers on: open-water.org.uk.

Useful sources of information

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