FAQ's

1. Why are you fitting Smart meters?

Water meters are great for businesses and the environment and are an important part of our work to futureproof our network to keep our clean, clear, great tasting water flowing to your taps. Water is a precious resource like gas, trees, and oil. It’s not unlimited. 

We're fitting smart meters in your community because they help:

• To find leaks quickly (especially the invisible ones!). We want to support communities to protect against precious water being wasted and underground leaks from causing damage to homes, businesses, and the environment.
• Understand how homes and businesses use water, so we can make sure you always have water when you turn the tap on.

2. What is a Smart meter?

Smart meters connect to the water supply at a property, and they measure water usage just like a normal water meter. Smart meters take a reading every hour and send them to us each day.

This information will help us to better understand how communities and businesses use water to help us plan for the future of the water network.

3. When will this happen?

You will begin to see our technicians in your community from June 2024. They will survey the water network to make sure everything is in place to install a smart meter.

We’re aiming to complete upgrades to Smart meters by 2035.

4. Will my water supply need to be turned off?

In some cases, we can install smart meters without any impact to your water supply, but we may need to turn off the water supply for a short time so that we can work safely.

We will never turn off your water supply without notice and we intend to work with you to limit any impact on your business as much as possible.

5. My business relies on water, can this be completed outside of my working hours?

We understand how important it is to keep water flowing so we will work with you to limit the impact to your business as much as possible.

6. How long will it take?

This can vary from 30 minutes to a few hours, and this depends on the location of the pipework.

We will make sure we provide you with information specific to work that may impact your business before we start.

7. Am I going to be paying more?

We would recommend contacting your retailer once your upgrade has taken place to understand how they will calculate your bill.

8. Does my business need to be open and do I need to be there? 

We’ll be in touch when it’s time to upgrade you to a smart meter. In some cases, we can carry out the work without any need for your business to be open or for you to be present. In other cases, we may need to gain access.

9. Who is my retailer?

Eligible businesses, charities and public sector organisations in England can choose who provides their water and wastewater retail services.

We would recommend checking your bill as this will be provided by your retailer.

10. Do you have the right to install a meter?

Yes, because water resource is simply too important to our environment and communities. Legislation gives water companies the ability to install meters on the pipes they own.

11. My meter isn’t broken, why exchange it?

We’re upgrading existing water meters to make sure the water network in your local area has the newest technology and is fit for the future.

We’re fitting smart meters in your community because they help:

• To find leaks quickly (especially the invisible ones!). We want to support communities to protect against precious water being wasted and underground leaks from causing damage to homes, businesses, and the environment.
• understand how homes and businesses use water, so we can make sure you always have water when you turn the tap on.

12. If you find a leak, what will happen?

If we find a leak on the public water network, we will repair this as it is our responsibility.

Smart meters may help us to identify a leak sooner. If we identify one, we’ll be able to contact you sooner to support you with repairing this. This protects precious water and can also help to protect your business.

13. I don’t have a water meter.  What does this mean for me? Will it change the way I am billed?

Your property will move onto a metered tariff from the date the Smart meter is installed and your Water Retailer will be informed of this.  To understand how this impacts your future billing and payments, you will need to speak directly with your Retailer. 

14. What happens after the meter has been installed/exchanged?

We will let retailers know about the new meter within five days of the installation. 

Your retailer will update your account and support you as normal with any information about your payments.

15. - I am a tenant; do I need to tell my landlord?

It's a good idea to let your landlord know about the work we plan to do, as we don't always hold up-to-date contact details for landlords.