Managing your account

You can change your name easily online.

Log into your online account and head to My Profile. You’ll be able to update your details there.

Click save and your online account will be updated straight away – though you might need to refresh the page to see.

You cannot change your name to add another person to your account. Changing your name on your online account doesn’t automatically change your customer account. If you need to add or remove a name on your account, complete the form found on your profile or call us.

Use your profile to keep your contact information up to date

Make sure we can send you information about your account by updating your email address.

To do this, log into your online account and head to My Profile. You can update your details easily there.

The environmentally friendly way to get your bills.

Get your bills online with eBilling. We’ll email you to let you know your bill is ready to view on your online account. You’ll be able to get all your bills from the last three years, too.

To switch to eBilling, go to your online account, click My Profile and switch the eBilling button on. You’ll get an email confirming your switch.

Trying to set up your online account, but getting an error message instead?

Use our checklist to find out how to get online:

Your name

First, check the name on your online account and make sure it matches the name on your bill. There's no need to add your title, we only need to match the name for security.

Your address

Very newly built homes or homes with uncommon addresses can sometimes be a little tricky to find on our systems. If your address isn't on the drop down list when you're typing, click "My address isn't listed" where you can pop your address in manually. 

If you have a bill already, make sure your address matches, so we can verify your online account quickly.

Spotted a mistake in your address? Please let us know, so we can fix it for you. You can send us a message on WhatsApp (opens new window) or call us on 0345 782 0111.

Sharing access to an online account

Lots of people like to share access to their online accounts with their better half, but we can't stress enough how important it is to only use your own information to access an account.

If you would like to manage the water bill for your home, you need to be named on the bill first. 

You can then sign up online with your own information, your own email address and your own unique password. Your partner can have their own online account, using their own information, email and password.

This is so important, because it helps keep your information, and your partner's information, safe and secure.

To get your name on the bill for your home, you can either download our form (PDF, 196KB)  or give us a call on 0345 782 0111.

Trying to manage a business account

Did you know, you can manage up to ten accounts with one online account?

To manage a business account online, you'll need to be an authorised person on the account.

Once you're authorised on the business account, you can then create an online account with your own personal information.

To become an authorised person, you'll need to send us a message on WhatsApp (opens new window) or call us on 0345 782 0111.

We'll ask you your account number so that we know we're talking to the right person.

You can find your customer account number on a recent bill or letter from us. It's 10 digits long.

Need to close your account with us? It's easy.

If you're moving out of our supply area, or you no longer need your customer account, closing it is easy.

Simply tell us you're moving out with our online form. It will only take around three minutes to complete.

Things you'll need

To keep things quick and easy, you'll need your customer account number. It's 10 digits long, and you'll find it on a recent bill from us.

Once you've completed the form, we'll be able to update your account and send you a final bill.

If you pay your water bill to your landlord, you don't need an account with us.

That's because you pay through your landlord, instead of directly to us.

You don't need to tell us you're moving, if you're moving from one home to another, where the bill is paid through the landlord.

If you're moving to a home where you'll pay the water bill to us, tell us you're moving online, and click 'I'm a new customer'.

If you're moving from a home where you paid the water bill to us, and will no longer pay your bill directly to us, you need to close your account. Tell us you're moving online, click 'I'm currently a customer' and then answer 'No' when we ask if you'll pay the water bill in your new home.