Your metered charges
To find out more about how we charge you for your water and wastewater services, please see the information below.
Understanding your bill
You can view a diagram of your metered bill explaining the charges.
To download and print the explanation,please click the link below:
Metered bill explanation (50.8Kb)
Find details of rates and fixed charges for water and wastewater
Charges scheme
Charges are set by us in accordance with a charges scheme approved by the Water Services Regulation Authority (Ofwat).
Our charge period runs from April to March and charges are reviewed each year.
Charges scheme - summary explanation (23Kb)
What am I charged for?
Your water meter charges are made up of a fixed charge plus a volume charge. The volume charge is based on the amount of water you use.
What do fixed charges cover?
Fixed charges include the cost to treat highway and surface water drainage, produce bills, answer queries and read the meter.
They also include additional costs of meter maintenance and replacement.
The annual fixed charge is divided into the number of days in the year.The amount you pay in fixed charges relates to the number of days your current bill covers.
Highway drainage
A charge is applied to treat rainwater from the highway, which enters the public sewer from gullies in the road. It is the responsibility of your local highway authority to maintain the gullies and ensure highways are properly drained.
Surface water drainage
Surface water is rainwater that falls onto your property and runs via guttering and drainpipes into the public sewer or water that enters the sewer from activities such as car washing. Most customers are connected to a surface water sewer or combined sewer.
You can identify if you are connected to the public sewer by checking where the gutters lead. If there is evidence of a sewer close by (for instance there may be a heavy duty manhole cover) then it is likely that surface water from your premises drains directly to the sewer.
If your surface water drains to a watercourse, stream, river or soak away you may be eligible for a rebate.
Your bill states whether surface water drainage charges are included. Further confirmation is shown on the reverse of your bill in the section 'How we work out your bill'. This indicates all charges and reductions that apply.
Claim a rebate for water surface drainage
If your claim is accepted the adjustment is backdated to the start of the last billing period as shown on your latest bill.
When will I receive my bill?
We aim to read household meters at least once a year and issue bills twice a year.
You should receive the first bill within six months of moving in.
Your bill states whether an estimated reading has been used.
To hear the schedule of your next meter reading please call 0845 9200 887.
You will need to have your ten-digit account number to hand.
My reading is an estimate - how is this calculated?
Estimates are based on the average amount of water you use. If you don't have any previous readings we will make an estimate within the range of five to ten cubic metres per month.
When we next read your meter the bill will be adjusted accordingly.
If you don't believe our estimate reflects your usage you can:
How much can I expect to pay?
Our charges table shows approximate charges based on the number of people living at your property. It indicates whether you are a low, average or high water user.
Am I a high, average, or low user?
Why is my bill so high?
If you feel your charges are too high, please compare them to our charges table.
Unoccupied or empty properties
All owners of furnished properties are legally responsible to pay for water services even when the property is unoccupied.
We can only close the account if the property does not contain any furniture, movable kitchen appliances and is not undergoing refurbishment.
Building and refurbishment
If the existing supply is metered we will charge using the meter. Before work commences you must notify Developer Services to discuss your requirements.
Learn more about water for building purposes
Extended holidays / living or working abroad temporarily
Charges remain payable if your home is temporarily vacant. You will pay for any water used plus a fixed standing charge.
All home contents placed in storage
If you have placed the contents of your home into storage and it is now classed as empty, you will need to fill out a disclaimer form before we can close your account.
Property let during your absence
If your tenant is responsible for charges an account should be opened in their name.
Medical care
If the sole occupier goes into hospital, a nursing home, or similar, for three months or more we will waive all the charges for that period.
To make a claim please submit proof of absence. This may be a note from your doctor, social worker or the hospital administration officer.
This should be sent with a covering letter to:
Thames Water
PO Box 286
Swindon
SN38 2RA
WaterSure - paying your metered bill
We may be able to offer financial assistance with your metered bill if anyone in your household receives a specific state benefit and has a large family of three or more children or a medical condition that requires the use of extra water.
Extra care services
For customers with sight or hearing problems, mobility concerns or other specific needs:
Water saving tips
Wastewater services
We charge every property connected to the public wastewater system. You may also use our services indirectly through drainage of foul, surface and highway water.
There are circumstances when not all water that you take through the meter returns to the sewer. If you can demonstrate that more than ten per cent of the water supplied is not returned to the sewer you can apply for an allowance known as wastewater abatement.
Am I eligible for wastewater abatement?
You may not have to pay for wastewater services if water from your toilets, sinks and plumbed appliances does not return to the sewer.
We can adjust your charges if you have a septic tank or your own waste management system that you empty yourself. Send a copy of the receipt for emptying together with a covering letter to:
Thames Water
PO Box 286
Swindon
SN38 2RA
