We get lots of questions from our customers about their bills, so we've put the most common questions here!
Choose a question to get your answer!
How do you work out my bill?
The way we bill you will depend on if you have a water meter or not.
We've set out the differences between metered and unmetered customers here, so read on!
I have a water meter
If you have a meter, you pay for the water you use. That means you get two bills a year, to pay the money owed for the water used.
It's really helpful to give regular meter reads. Two meter readings a year helps us give you the most accurate bill.
You can give us meter reads on our 24/7 automated line, 0800 032 3416, or through your online account.
I don't have a water meter
Your bill sets out the charges for the year ahead. If you don't have a meter, we use rateable value (you can learn more about that here).
Rateable value uses the rental value of your home, and our current charges, so we can work out your bill in advance.
I have no idea if I have a water meter or not
No problem, we can help! There are lots of ways you can find out if you have a meter in your home.
The easiest way is with an online account. Your online account will tell you if your home has a meter or not.
No online account? Create one now; it's free, quick and easy.
Don't forget, it's the law to install water meters in homes built from 1990 onward, so if you live in a 'new build', or a home built in 1990 onward, you'll have a water meter.
How do I ask for a refund?
If you're closing your account, and you're due a refund, we'll get it sent out as soon as possible.
If you paid your bills by Direct Debit and you haven't cancelled it yet, we can refund you directly to your bank account.
If that isn't an option, we'll pop a cheque in the post.
We do advise that current customers keep credit on their account, to cover any costs throughout the year. Still, it's your money, and if you want it back, just ask.
If you're not closing your account, and you want a refund of your credit, give us a call or message us on WhatsApp.
What is eBilling?
By cutting down on the amount of paper we use, we're helping our planet.
If you want to help us, why not sign up to eBilling? We'll email you to let you know your latest bill is available on your online account.
To sign up, log into your online account and click the button on your preferences page.
Can I get a copy of my bills?
Get copies of your bills from the last three years on your online account! You can also see your payment history online, too.
More from Essex & Suffolk Water
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Try our calculator
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Take away the worry, with our Priority Services and financial support schemes
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