If you’re a metered customer, and we’ve recently taken a meter reading, we may be able to refund you or review your payments. If you’ve had a bill from us recently, get in touch and we’ll let you know what we can do.

Your account may be in credit because you’ve been making payments on a payment plan that will pay towards your next bill. In this case, we’ll be unable to refund you. If you don’t have a water meter and you’re in credit, we’ll automatically reduce it from your next annual bill which is sent every Feb/March. If you’d prefer a refund, get in touch and we’ll arrange this for you.

If you would like to find out more about how to reduce your payments you can find out more information on the website here.

If you would like to request a refund from your account balance this can be done by starting a live chat with our customer service agents or giving us a call. Please visit our contact us page for more information.

If you want to contact us because you’re having trouble using your My Account, just click on our Contact Us page to find out how you can get in touch.

Your account will still be active and you’ll be able to view your bills for up to seven years.

But we’d also suggest that you download and save your bills as you’ll be able to view these for as long as you need.

You can view your bills by selecting the 'view paperless bills, payments & letters' button on your dashboard.

This will direct you to your account summary which will show all your recent bills.

No, it's not possible to change the amount of your direct debit online. You can use our online form to to amend:

• The date/day of a direct debit
• The frequency of a direct debit
• The bank details you use to pay

Please note that amending these details will cause your direct debit to recalculate.

If you want to amend the amount of your direct debit, please contact us to discuss this.

We only need a meter reading at certain times throughout the year, and at the moment we don't require a reading. When we do need an up to date reading, your meter reading panel in your dashboard will request your latest read.

If you would like to update your email address this can be done using our change email address form here.

Please note, this may take up to 10 days to process your change email address request.

Your dashboard will display any known issues in your area. If you would like to report an issue not showing on your dashboard this can be done here.

We know there are many different circumstances when it comes to add a name to an account or removing a name.

More information can be found at this page here.

All the information you need about your water meter, or how to check if you can reduce your bill with a meter and how to apply for one can be found here.

You will see your customer reference number in your dashboard view next to your address.

If you click the 'view paperless bills, payments & letters' button that opens up to your account summary and view your bill, your reference number is also available in 'your bills summary' in the top left hand corner.

If you need to notify us that your name has changed you can complete our change of name form here.

If you have just moved in and created a My Account your customer reference number may not be available just yet. You'll receive your customer reference number with your moves confirmation but please allow up to 10 days for delivery after the date of your move.

If you have linked your account successfully please wait 24 hours to view your new account within your dashboard.

We understand this can be a really difficult time. Information on how to report a bereavement and what to expect can be found here.