Why is my bill going up?

To make sure we can deliver on the improvements our customers need most, bills need to increase. 

The increase helps with a range of projects which will:

• Minimise flooding
• Reduce storm overflow releases
• Fix more leaks
• Protect the environment
• Secure the future of water for generations to come. 

Find out how we’re investing in your area. 

We understand any increase to household bills can be difficult. Unlike, gas and electric, water bills are simpler and do not have a variety of tariffs. However, we do offer financial support for those who need it. Find out what help we can offer. 

This depends on the companies who provide the services.

Many of our customers who get water supply only or wastewater-only services from us will get two bills – one for each service from each company. However, in some areas you’ll get one bill for both services, even though different companies provide those services. If you’re unsure which company provides your water and wastewater services, you can find out here.

How much your water bill is by depends on several different factors, including the service we provide for you, how much water you use and whether you have a water meter. Due to all these factors, it’s impossible to share one single figure. 

However, based on water charges from April 2026, we estimate the typical household bill for water only customers will increase on average by 25%. For wastewater-only customers, charges will fall by an average of 4%.

If you would like to review your account, check your payment history, and see your usage please log into your account or register. 

Our charges are reviewed and approved by our regulator, Ofwat, each year. They’re also reviewed by the Competitions & Markets Authority (CMA). Find out more about the Competitions & Markets Authority and how this impacts bill. 

If you have a water meter, your direct debit is based on two things:

• Predicted water usage for the year
• Any outstanding balance on your account

We add these together and divide the total by the number of months until your next bill, so you can spread the cost evenly.

When the cost of water changes, we recalculate some direct debit plans in advance. This helps reduce the size of the monthly increase. For example, if your bill is issued between July and October, we start adjusting payments from March so the change is smaller and easier to manage.

If you don’t have a meter, your annual bill is spread across 12 monthly payments from April. If your payment plan starts partway through the year, we divide the remaining balance by the months left before your next annual bill.

Paying by Direct Debit helps you stay on top of your bill

If you cancel your direct debit, you’ll need to pay the full bill when it’s issued. If payment isn’t made or a plan isn’t set up, your account will go into debt. This could involve additional fees if your account is sent to a collection agency and may affect your credit rating. Find out more about support with debt.

If you’re struggling to pay your water bill, we offer a variety of support schemes:

• Essentials – Our essentials tariff provides a discount of at least 45% to those on low income or if everyone in your household receives pension credits.
• WaterSure – Our WaterSure scheme supports customers by putting a limit on your charges for water and wastewater.
• Water Direct – Our Water Direct scheme offers support to those claiming Income Support, Income-Based Job Seeker’s Allowance, Employer Support Allowance, Universal Credit or Pension Credit.
• NewStart – If you’ve struggled to pay your water bill and find yourself in debt, our NewStart scheme can help pay it off with a payment plan.

Find out more about each scheme, if you’re eligible and how to apply. 

Your bill is based on several different things:

• Standing charge c a fixed cost covering infrastructure, pipe maintenance and servicing your account overall. 
• The amount of water you’ve used and/or wastewater that has been taken away – this may be estimated if we haven't got a meter reading/you don’t have a water meter or based on your actual water use if we have a reading for you.
• Any outstanding balance left unpaid from previous bills.
• Support tariffs you may be on – including our Essentials Tariff, WaterSure, our Hardship Fund, Water Direct and NewStart.

Everyone’s bill is different as everyone uses water differently. If your bill is higher than you expect, this may mean you’re using more water than before. Get help to understand your bill. 

If you’re on a meter, using less water in your house or garden may help you to reduce your bill. Making small changes to your daily routine, such as turning the tap off when you brush your teeth, having a shorter shower, or only running the washing machine when you have a full load can make a big difference. Around 20% of the water used in the home is heated, so saving water could also help reduce your energy bill. View our simple simple water-saving tips.  

Getting a water meter fitted can help you understand how much water you’re using and potentially save you money on your bill. You can see if you’re eligible to have a meter fitted by applying for a water meter – it should only take a few minutes, and you can expect a reply within 48 hours.

If your drinking water is supplied by a different water company, you will need to contact them directly about getting a meter fitted. If you’re unsure who your supplier is visit www.water.org.uk and enter your postcode.

We recognise that previously we didn’t go far enough to communicate the price increase. We’ve listened to feedback from our customers and since January we’ve been sharing information via our website, social media channels, on the radio, in local papers, customer emails and within the bill itself.

To help deliver the huge investment needed to tackle issues such as flooding, storm over flow releases, leakage, protecting the environment and improving our service, water and wastewater charges have increased. This is to keep our rivers healthy, improve the quality of our bathing water and provide the service you deserve.

A lot of this funding will come from our shareholders, who have invested over £1.6 billion since 2021 (with no external dividends paid since 2017). However, to fully deliver the improvements you’ve asked for, we need to increase the price of water and wastewater. For more information on how your bill is calculated, please contact your retailer. 

We understand that a rise in bills in never welcome, particularly in the current climate. If you would like to discuss financial support, please speak to your water retailer. 

Getting a water meter fitted can help you understand how much water you’re using and potentially save you money on your bill. With a water meter, you'll be able to take regular readings to understand how much water your business is using. If you notice an increase, you should check for leaks. If your business doesn’t already have a water meter, and you think it could benefit from one, please speak to your retailer. 

Yes, we offer lots of advice on how to save water in your business. We also offer free water-saving Audits to not-for-profit and small to medium sized businesses.

Water leaks in business premises can be costly, which is why understanding how to check for water leaks is important to help prevent property damage and unexpected expenses. While some leaks show obvious signs like damp patches or water pooling, others you may need to go looking for them. Find out how to spot leaks.

Please contact your retailer for help with the following:

• Complaints or general queries.
• Billing and account queries.
• Information on saving water.
• Reclassification or deregistration of your property.
• Meter installation, exchange, or changes.
• Temporary or permanent disconnections and reconnections.
• Trade effluent enquiries.
• Leak and return-to-sewer allowances.
• Updates to customer details.