Frequently asked questions
This page offers answers to the most frequently asked moving home questions.
My bill is addressed to 'The Occupier' - do I need to register?
Yes.
If you don't provide us your details we'll assume the property is empty and turn off the water supply.
I'm a tenant - who is responsible for paying the water charges?
You will need to check your tenancy agreement.
If your landlord is responsible please make sure they send us a letter clearly stating this, otherwise you will be liable for the charges.
My new property is empty, unfurnished and not using any water. Do I still have to tell you about my move?
You must register your details with us.
We won't charge you until you start using water.
If you begin renovation work, or people move into the property, please contact us on 0845 9200 888.
I live in a large block of flats / apartments. Am I responsible for the water charges?
You will need to check if your management fee covers water charges. If so, you will not need to register with us.
I plan to convert my property into two houses or a group of flats. Who should I contact?
If you are converting a house into flats, each flat will need a separate water supply.
See our services for developers section for guidance
You can contact Developer Services on 0845 850 2777, lines are open weekdays from 8am to 5pm.
Will my new home be metered?
We often install water meters when there is a change of occupier.
You'll receive a letter from us if we intend to fit a meter.
Will the water be turned on at my new property when I arrive?
Yes.
If there is no cold water supply at your kitchen tap, please check the internal stop valve is turned on.
If you still have no water you should call our 24 hour customer centre on 0845 9200 800.
