FAQ's

Click on the links below to get to the information you require.

Leakage
Payments
WaterSure
Metering
Metered Charges
Unmetered Charges
Moving Home

Leakage

I have a leak - what should I do?

Please read through the 'Dealing with leaks leaflet' for more information. If you think you qualify for a free repair or want help or advice please contact us on 08457 820 999.

Can you recommend a plumber?

We recommend that you select one that is WIAPS approved (Water Industry Approved Plumbing Scheme). You can find one in the yellow pages.

Can I leave the leak?

No. If you do not qualify for a free repair, then it is the owners responsibility to repair it. We will issue a waste water notice giving the owner one month to carry out the repair. If you then fail to carry out the repair the company may have to carry out the repair and charge the cost to the owner.

I am a metered customer - do I have to pay for water wasted because of a leak?

If you are a household customer we may give you an allowance and this is usually based on previous consumption. Please refer to our Dealing with Leaks leaflet - for more information.

When would you not give an allowance for leakage?

We would not give allowances in the following circumstances:

• Non-household customers.
• If the leak is internal.
• If the leak was caused by your negligence.
• If you knew about the leak but failed to arrange the repair.

What if I spot a leak in the street?

Don't just ignore it, please let us know by calling our leakline on 0800 526 337. This is a freephone service and operates 24 hours a day.

Will you turn off my water supply for me if I am carrying out plumbing work?

You can find information on the website relating to stop tap operations. In some cases we can turn off your stop tap for you, however you will be charged for this service.

Payments

How can I pay my bill?

We offer a range of payment methods to suit your needs:

• In full, immediately.
• By direct debit - payments can be made on the 8th,18th or 28th of the month. If you pay by direct debit to us, you will automatically receive a £3.00 reduction in your annual water charges. To set up a direct debit you can download a direct debit form or call us on 0845 782 0111.
• By telephone - payments can be made using our 24/7 automated payment service by calling
  0845 604 6391. You will need your 12 digit customer reference number, found on your bill and your credit or debit card details.  If you would like to make a payment and also require another service, you will need to speak to a customer advisor. Please call 0845 782 0111 (8am to 6pm Monday to Friday, 8am to 1pm on Saturday).  
• Online by debit card only.
• At any PayPoint agency - in cash only using your payment card, free of charge. Find your nearest Paypoint outlet.
• At a bank - by cash or cheque. (Some banks may charge for the transaction if you do not have an account with them). 
• At a Post Office - using your payment slip (there will be a counter fee of £2.50).
• By monthly instalments.
• By special arrangement - for customers having difficulty paying their bills.

What if I am having difficulty paying?  

If you are having difficulty paying yor bill, then please talk to us. The sooner we know, the sooner we can discuss your situation and agree a suitable payment arrangement. At Essex & Suffolk Water, we have a trained team of advisors who can give advice on the various payment options available. Please contact us on 0845 782 0111 to see what we can do to help you.

Community Legal Advice helps people find information and advice, including local debt advice services. Visit http://www.communitylegaladvice.org.uk/ or call 0845 345 4 345.

Calls cost no more than 4p per minute from a BT landline but calls from mobiles are usually more. Worried about the cost? Ask an advisor to call you back. Mobile users can text Legal Aid and their name to 80010 and an operator will call them back.

When will my 1st Direct Debit payment be due?

Your bank requires us to give you ten working days notice of any payment that we take from your bank, so your first payment will be taken on your chosen date after this period. We will send you notification of the payments to be taken in the post.

What are the benefits of paying by Direct Debit?

You will receive a discount of £3.00 off your bill each year, you can spread the cost of your bill and have peace of mind that your bill is being paid automatically.You are also protected by the Direct Debit guarantee.

What is the Direct Debit Guarantee?

The guarantee is offered by all banks and building societies. If an error is made by Essex & Suffolk Water or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Can I cancel a Direct Debit?

Yes, you can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of the letter to us.

WaterSure scheme

How do I prove I am eligible to be accepted onto WaterSure?

You will need to send us evidence to support your application. This should be sent to us with your completed application form. Details of evidence required can be found on the application form

What if my application for WaterSure is unsuccessful?

We will contact you and tell you why your application was unsuccessful. However if your circumstances change you can reapply.

What if my circumstances change whilst I am on WaterSure?

If your circumstances change you must inform us immediately. We will then adjust your account and future bills will be based on actual consumption.

What if I use less than the average amount of water whilst I am on WaterSure?

We will only adjust your bill if you are using more than the average amount of water. If you use less than this average your bill will be based on actual consumption. We continue to take meter readings and your consumption is only amended if it is more than average.

Do I have to change the way I pay whilst on WaterSure?

No you can continue to pay in your usual way.

How often do I need to reapply for WaterSure?

You will qualify for the scheme until your circumstances change. However we will automatically contact you every year and ask you to re-apply.

Metering

What is a water meter?

A water meter measures and records the volume of water that passes through it on the way into a customer's property. They measure the water in cubic metres - one cubic metre is equal to 1,000 litres.

If a property has a meter, where is it located?

Water meters are usually located either outside the property in an underground meter chamber at the property boundary or in the pavement nearby, or inside the property. Internal locations vary, depending on the precise location where the water pipe enters the property.

How do I read my meter?

The black figures on the meter dial show the amount of water used in cubic metres (m³). The white figures on the red background show parts of a cubic metre and are not used when taking a reading. Your bill is based on whole cubic metres used.

Who owns the meter?

The meter will remain the property of Essex & Suffolk Water. We are responsible for reading, maintaining and eventually replacing the meter.

Who can have a meter?

Any customer can choose to have a water meter, provided there is a separate water supply into the property and it is physically possible to install a meter. Why not consider a water meter.

How much does it cost to have a meter installed?

Water meter installation is free of charge provided the meter is fitted in our recommended location. We will survey your property before the meter is installed and we will determine our preferred location at that time. If you ask to have the meter installed in an alternative location this may be possible but there may be a charge if it involves more work.

What if you can't fit a meter?

In most cases we will be able to fit a meter. However where for technical reasons we cannot complete the installation you will receive a survey report advising you why we are unable to fit a meter and what work you may have to carry out to enabe the meter to be fitted. We will also offer you an assessed metered charge which is a charge based on average metered bills. This only applies to households. 

After having a meter installed is it possible to go back to unmetered billing?    

 If you opt to have a meter installed, but later decide to go back to paying by your previous charging method you may do so for a period of up to one month following the issue of 12 months of bills via the meter. If reversion is agreed, the meter will not be removed and will be used to bill the next occupier. There are circumstances where reversion is not allowed such as if you use a garden sprinkler or have a swimming pool.

Why do new properties come with water meters already installed?

Up until 1 April 1990 all new properties were given a rateable value (RV) which was used to calculate both council charges and water charges. RV ceased to be used by councils on 1 April 2000 and new properties were not given an RV. Water companies were allowed to continue to use RV for those properties that had one, but new properties tended to be metered. All new properties are now metered. 

Metered Charges

How are metered charges calculated?

Metered charges are calculated using two elements:

• A fixed charge based on the type and size of each meter installed, plus
• A volumetric charge based on the consumption recorded through the meter.

What happens if I get an estimated bill?

If we are unable to read the meter, we will leave a card telling you this. If you do not contact us to provide a reading before the bill is calculated, we will send you an estimated bill. If you feel that this estimate is wrong, you can contact us with the correct reading. We will then send you an amended bill. Alternatively, any under or over estimate will be corrected next time your meter is read.

Unmetered Charges

Why do we use rateable value to calculate unmetered charges?

Unless you have a meter and pay metered charges, your water charges will be based on the rateable value (RV) of your property. RV used to be used by councils to calculate their charges but it was abolished for council use on 1 April 1990 and no further properties were given rateable values after this date.

All new properties are now fitted with water meters and customers living in these properties pay metered charges. Domestic properties that have been built, merged with another or split since 1990 that do not have a meter fitted are billed using a fixed charge.

Whilst water companies were prevented by law from replacing RV with Council Tax bands as a basis for charging, they are allowed to continue to use the old RV.

Unmetered charges are therefore levied in accordance with the Water Industry Act 1991 based upon the property rateable values that appeared in the Inland Revenue Valuation List on 31 March 1990.

The number of people in the property, the amount of water consumed and the number of water appliances have no bearing on the amount charged.

Can you change your property's rateable value?

Unfortunately 1 April 1990 not only saw the abolition of RV for council use it also saw the ending of the opportunity to have properties revalued. This means that values in force on 1 April 1990 are set for all time - the possibility to change them no longer exists. The only alternative to RV-based charges at the moment is to have a meter installed. Why not consider a water meter.

What if your property's RV is much higher than identical properties in your street?

RV was determined by the District Valuer who worked out the value based on the rental method which means that the rateable value was derived from a property's yearly letting value. This includes a number of factors such as the size of the property, the desirability of the area, the number of rooms and the extent of facilities. If the owners felt that their rating was unfair they could apply to have their property revalued. This right to appeal no longer exists. If you are unhappy with your property's RV the only alternative at the moment is to have a meter installed.

Why do we not use Council Tax bands instead of RV?

The law does not allow water companies to use the Council Tax banding system as a basis for charging for their services.

How do we work out unmetered charges?

Unmetered charges are calculated using up to four elements:

• A fixed charge for water services, plus
• A RV-based charge for water services (calculated by multiplying the rate by your property's RV)

Why do we use fixed charges?

The fixed charge element of our charges reflects the fact that the bulk of the cost of providing the service is fixed. Regardless of how much you use the service we still need to provide and maintain the reservoirs, treatment works, pumps and pipes so that the water is always there when you need it.

Why are unmetered charges payable in advance?

With unmetered charges you are effectively paying for the provision of a service, rather than for the water itself, and the charges are paid in advance in accordance with the Water Industry Act 1991. Charges can be paid in one lump sum or spread across the year.

Can charges be reduced in cases of low usage?

No such reduction is available. Whilst the property is furnished and the supply remains available the full charges are payable. However if you use very little water you may save money if you have a water meter installed.

Is there a reduction for single people?

This is a facility for Council Tax but not for RV. We are unable by law to use Council Tax bands as a basis for charging. However if you use very little water you may save money if you have a water meter installed.

What happens to your unmetered account if you have a meter installed?

Unmetered charges should be paid up to the point at which the meter is installed. You will then be sent a bill at the next point in our billing cycle.

Are empty properties liable for water services charges?

Water supply charges remain due in full whilst a property contains furnishings and fittings, or when a property is unfurnished and water is being used for any purpose including refurbishment.

If a property is unfurnished and you agree to the water supply being turned off by Essex & Suffolk Water then water supply charges are not payable.

This policy also applies to rented properties that are unoccupied for a period of time between lettings.

Moving Home

I am moving house soon, what should I do?

Please contact us using the online form. You should give at least five working days notice and details of your new address. If you have a meter, a reading is required on the day that you move. We will transfer any credit/debit to your new address if it is within our area of supply or send you a refund or final statement if you are moving out of the area.