Take a look at our most commonly asked questions about water meters.
About smart meters
What are the benefits of a smart meter?
Will everyone be getting a smart meter?
Are people across the country getting water meters?
Are smart meters safe?
How secure is the data collected from my smart meter?
Why smart meters?
Do I have to have a meter?
What legal powers do you have to fit the meter?
Why are you fitting smart meters?
Will you make more money as a result of installing meters?
How do water meters save water?
How else can I save water?
What happens if I have a leak at my property?
If water is continually flowing through your meter you may have a leak. If you have a leak on your supply pipe (which runs from the boundary to the point it enters your property), we may fix this free of charge terms and conditions apply.
How do I know how much water I’m using?
Fitting your meter
I’ve requested a meter – what happens next?
We aim to fit your meter in the footpath outside your home so it can be fitted and maintained without disturbing you. This will be done roughly four weeks after we write to you, you do not need to be home for this.
If this isn’t possible, for example your pipework is shared with a neighbour, we may need an appointment with you to look for an alternative place to fit your meter. This could be next to your internal stop tap. If this is the case we will call you to arrange a convenient time to carry out this work.
Once your meter is fitted we’ll leave you a leaflet giving you all the information you need about your new meter, including ways to help you save water, energy and money. Once your meter readings are ready to view online we’ll write to you and let you know.
Need help finding your inside stop valve? This short video can help.
How long does it take to fit a water meter?
Where possible we try and fit meters in the pavement outside your home. It will take 2-3 days to fit a meter box in the pavement and clear the road and we’ll be back a few days later to screw the meter into the new box.
If it’s not possible to fit your meter outside we’ll book an appointment with you to find a suitable place inside your home or garden, this is usually next to your inside stop tap. Appointments usually take no more than an hour and we have morning, afternoon and evening slots available.
How big is the water meter?
Do I have to be at home when you fit my meter?
I’ve been told in the past that it is not possible to fit a meter at my property, is this still the case?
What happens if you can’t fit a water meter at my property?
It isn't always possible to fit a water meter at homes due to plumbing and access restrictions. If this is the case, we’ll move you to a tariff that reflects the amount of water used by customers with a similar sized property.
If you applied for a meter then you will receive information about your new tariff within 2 weeks of our visit.
If your meter was installed as part of the compulsory programme you will stay on your current tariff for two years unless you choose to switch early.
I am a tenant, do I need my landlord’s permission to ask for a meter fitting?
I’m a tenant, do I need my landlord’s permission to have a meter fitted under the compulsory programme?
Can I move my meter?
When we install new meters we fit them in the most suitable place to accurately measure your water use.
However we realise there may be times when you want to move your meter. For example if you are renovating or you’ve recently changed the plumbing or pipework in your home.
If your meter is fitted inside your home we can carry out a survey to assess if it could be relocated outside. Please note we will not move an external meter nearer to the property.
If you’d like to find out more about re-locating the meter inside your home please call us on 0800 980 8800 and explain you want a survey to see if it’s possible to re-site your internal meter.
What happens next?
- You’ll get an invoice from us asking you to pay a fee for a survey.
- Once you have paid the fee, we will book in your survey appointment.
- If the surveyor finds that your internal meter can be moved, we’ll provide you with a quote to do the work.
- If you’d like to go ahead with the work based on our quote, you need to pay for it first and then we’ll book an appointment with you to move your meter.
How do I know if I’ll save money by switching to a meter?
When will my bill change to a metered bill?
We’ll send you a letter to confirm when you have been switched to a metered account. That is the point when your unmetered bill will finish and your new metered bill will begin.
Do I have to pay for my meter to be fitted?
No, we’ll fit it for free.