10 THINGS YOU OUGHT TO KNOW ABOUT YOUR HOUSEHOLD WATER BILL

10 Jun 2002 04:42 PM

Thousands of households contact their water company each year about bills. We expect companies to answer enquiries and resolve complaints when things go wrong: but the more information customers have before they contact their water company, the better. WaterVoice Central has produced a list of points which could save time and money spent on telephone calls.

1. What is my bill based on? Do you have a meter? If not, the company uses the rateable value (set separately for each property before council rates were replaced by the Community Charge).

2. Can I have the rateable value changed? No. If you believe the rateable value is too high, you can opt to have a meter free of charge.

3. Will I benefit from having a meter fitted? Bill payers (including most tenants) can ask the company to fit a meter without charge - ask your company to provide information to help you decide. If, unusually, a meter cannot be fitted, the company may offer a flat rate charge rather than one based on the original rateable value. Many customers find they save money with a meter.

4a. Once a meter is fitted, can I change my mind? Yes, householders choosing a meter have a year of metered bills to decide whether to continue paying metered bills or pay future bills based on the rateable value: but a new occupier would have to keep the meter. New houses have a compulsory meter.

4b. Why is my property already metered? This will be either because:

- no valid rateable value exists - your property was built after 1990 or has been converted;

- either you or a previous bill-payer asked the company to fit a meter.

If bills are already based on meter readings, future bills will be based on either estimated or actual readings. You should know where the meter is, to take your own readings or to check for leaks. If you cannot take your own readings, ask your company for help.

5. Special needs? If you or someone you know needs particular services, such as their bill in braille or large print, taped information, password for visits, meter reading service or similar help, the company have a range of services and a register of those customers with special needs. The company also have a range of payment methods to help budgeting.

6. What if there is a leak? A meter which records steadily when no water is being used may mean you have a leak. Pipework from the company stop-tap to your house is the homeowner's responsibility to maintain and repair. The company does, however, offer a service to find and repair most underground leaks. Households can claim a one-off leakage allowance on metered bills provided that repairs are carried out promptly. It is sensible to promote the efficient use of water.

If you think the meter is faulty, ask your company to check, e.g. that it serves only your property or if it needs replacing. While meters are generally accurate, you have the right to insist that the meter is removed for independent testing - but if no faults are found, you will be charged.

7. High metered bills - difficult to keep water use down? There is help for some metered customers on low incomes who have three or more children under 16, or are being treated for specific medical conditions. If you think this may apply to you, your company will provide you with an application form for the 'vulnerable household charge' which would set a maximum limit for metered bills. For 2002/03, the charge for Severn Trent customers would be £200.

8. Moving house? You need to let the company know whenever you move in or out (whether metered or not). If moving into a metered property, ensure that an initial reading is taken - if you can't read the meter yourself, ask your company for help. When moving out, let the company know as soon as you know the date (and at least 2 days before) so that they can take a final reading.

If your property is empty and you don't require a water supply, you should let the company know: otherwise full charges will apply.

9. What services do you pay for? What is surface water drainage? Most bills include charges for (i) water supply, (ii) used water being taken away and (iii) surface water drainage (removal of rainwater from walls, rooftops and driveways). For some properties, rainwater may drain into either a soakaway or local river and you may be entitled to a rebate if you do not have this service.

Except for new properties, the company does not have records of which properties are connected for surface water drainage. Your company will provide a leaflet on request, to claim a surface water drainage rebate. The onus is on the customer to claim and if successful, the rebate is backdated to 1 April in the year you claim.

10. How is surface water drainage charged for? Rateable value if you are not metered. Some metered customers may also pay based on rateable value but most metered customers pay based on their property type - whether a flat/terraced, semi or detached. Any metered customer currently paying on a rateable value basis can choose to pay based on a flat rate charge. Anyone paying over £48 per year is likely to benefit - phone Severn Trent on 08457 500 500 for details.

Before contacting WaterVoice with a complaint about your water company, you should always speak to the company to give them a chance to solve the problem (Severn Trent on 08457 500500 or South Staffordshire Water on 01922 638282). If your complaint or enquiry is not dealt with properly by your water company, contact WaterVoice on

08457 023 953 (Local rate phone call)
0121 644 5256 (by fax)
0121 625 1422 (minicom)
or central@watervoice.org.uk by e-mail.

Notes to editors

1. WaterVoice provides a strong and independent voice for all customers of the water and sewerage companies in England and Wales.

2. WaterVoice operates through nine regional committees in England and a committee for Wales. They represent the interests of customers in respect of price, service and value for money; they also investigate complaints from customers about their water company.

3. The ten WaterVoice committee Chairmen form the WaterVoice Council. The WaterVoice Council and its sub-groups deal with issues at national and European level.

4. WaterVoice Central is the statutory Ofwat Central Customer Service Committee, established under the Water Industry Act 1991 and responsible for representing the interests of customers of Severn Trent Water and South Staffordshire Water.

5. The WaterVoice Programme 2002-03 is available free of charge from the Ofwat Library, Centre City Tower, 7 Hill Street, Birmingham B5 4UA on 0121 625 1373; or on the web, at www.ofwat.gov.uk

MEDIA ENQUIRIES TO THE WATERVOICE REGIONAL MANAGER WILL DAWSON ON 0121 644 5252.

Out-of-hours enquiries to Senior Communications Officer Andrew Marsh on 07778 160803.

WaterVoice press releases are currently on the Ofwat website, www.ofwat.gov.uk (WaterVoice will have its own website later in the year)

WaterVoice Central
Chanelle House, 86 New Street
Birmingham B2 4BA
Tel: 0121 644 5252
WaterVoice Press Office: 0121 625 3637