Billing and payment: Online Helpdesk

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Q5. Are there any circumstances where my bill might be reduced?

1. Unmetered customers
There are no variable charging schemes or discount schemes for your water services charges. However, depending on your water usage, it might be possible to save money on your water charges by having a water meter installed. For information about water meters please click here.

2. Metered customers:
We will normally send you a bill every six months, but you can pay your water bills at different intervals, for example by monthly instalments, depending on the payment method you choose. For a full explanation of the different payment methods please click here.

Thames Water will consider reducing your metered wastewater (sewerage) charges if you can prove that you return less than 90% of the water supplied to the public sewerage system. If you think this will apply to you, please e-mail us and we will send you the appropriate form.

Wastewater services charges include an element covering the disposal of rainwater (surface water) from your property. In all likelihood, your property will be connected to the sewer for this purpose. However, a small number of properties, mainly in rural areas, are not connected and have other arrangements such as direct discharge to watercourses or special "soakaways".

If you think that surface water from your property does not drain to the sewer, please complete the enquiry form to request an application form to claim a rebate. You will need to say on the form what the drainage arrangements for your property are. Thames Water will investigate your application and tell you whether or not you are eligible for a rebate.

If you use more than 100,000 cubic metres of water annually at any set of premises in common ownership, assessed as a single unit for business rating purposes, you might be able to have your premises put onto a Large User Tariff. This Tariff is at the discretion of the Company and is made possible for some high consumption customers because of savings made through distribution.

To find out more about the Large User Tariff please click here if you live in the North Surrey area, or click here to find out about the Large User Tariff for all other areas.

If you're on a water meter, as your water charges are based on the water you use, everyone can reduce their water charges by becoming more water efficient. Click here to find out more about water efficiency.