We’ve tried to answer the most commonly asked questions on metering in this section. However if you can’t find the answer you are looking for, please email meter.enquiries@3valleys.co.uk. We’ll respond to you as quickly as we can.
We need to know if you use a water softener before the meter is installed so please make sure that you highlight this to us on the application form. Please note that water softeners can malfunction and use excessive amounts of water, so should be inspected and serviced on a regular basis.
If you share a water supply with your neighbour/s, we will need to check to see if it is possible to install a meter to your individual property. It may not be possible to install a water meter at your property if it is considered too impractical or too expensive.
We've devised a simple calculator to help you work out whether changing to a metered supply will reduce your bills. Bear in mind that the calculator is based on average uses of water. Your own individual and household use of water will mean that the figures may vary from the average but it is a good indicator in the majority of cases. To use the calculator click on Water usage calculator.
We only alter water charges strictly in accordance with our operating licence, and in agreement with the Office of Water Services (OFWAT). Please click here to find out more about OFWAT
A meter is compulsory if use a sprinkler to water your garden or if you have a swimming pool of a capacity greater than 10,000 litres (10 cubic metres) which is designed to be refilled by automatic means from our mains. All newly-built properties will also have a meter installed.
A meter is also compulsory for those customers moving into a property in our supply area. If your home falls into this category, you should receive a booklet called "You will soon have a new water meter". To see a copy of the Metering Scheme booklet click here.
If you opt to have a water meter installed and you decide you would prefer not to remain on metered charges, you have the option to change back to non-metered charges provided:
a) you are the person who requested the meter installation and you are still living at the property
b) your request arrives within 18 months of the installation
c) This is the first time you have asked to change back to non-metered charges
d) You accept that the meter will remain in place (even though your charges will change back to non-metered)
Please note that we now install a meter at properties in our supply region whenever a property has changed occupier. If we have installed a meter under these circumstances, there is no option to change back to non-metered charges.
There are some instances where you must have a meter and if this is the case, you will not be able to revert back to non-metered charging. To find out more, click on Are there any instances where you must have a meter
Once we have your application, we will allocate a date for the survey and installation. Your meter should be fitted within 13 weeks of receiving your application. If we take longer than this, we will make sure that you are not financially penalised for our delay.
We do ask you to clear the area around the pipe on which your water meter is to be installed so that there are no obstructions when the meter fitter arrives to do the job.
When installing meters in properties built before 1966, it may be necessary to replace old metal pipe-work and fittings. Some older systems still rely on the water service pipe to provide an earth, a practice that is now prohibited. If you believe that this could be the case with your property, you should contact your electricity supplier or a qualified electrician to ensure you have an adequate earth connection for your electrical system. Any charge made for this service cannot be reimbursed by Three Valleys Water.
In most cases, we do not need to contact you to arrange the survey and installation as most meters are installed outside, in the front garden. If (when we come to do the survey) we see that the meter cannot be installed at that visit, we will contact you to suggest an alternative location and we will arrange for the work to be done.
We fit most meters outside the home in the front garden or in the public footpath to ensure that we do not have to ask for access to your home when we need to read the meter.
We always try to minimise any inconvenience to your water service, however there will be a brief interruption to your water supply while this work is carried out. If you have special needs that require you to have an uninterrupted water supply, please make sure you tell us on the application form so that we can contact you to discuss your needs further.
In certain circumstances, it may not be possible to install a meter because it is impractical or would involve a great deal of expense. For example, this is sometimes true if you share a water supply with your neighbour/s or major alterations are needed to your existing plumbing to make it suitable for a meter. If your plumbing needs to be altered, we ask that you have any necessary plumbing work done before we install your water meter.
Once your meter if fitted, we will notify you by dropping the information booklet "We have installed your new water meter" through your door. The front cover of the pack will provide details about your metered account including the location of your meter and a phone number to call if you have any issues.
The meter, meter cover and frames belong to Three Valleys Water. It is illegal to tamper with a meter. We require access to the meter to read it and sometimes for other reasons.
Yes, where practical we encourage you to read the meter regularly. This will help you to identify any leaks on your property early. To find out how to take an accurate meter reading click on How to read your meter. For ideas on how to spot leaks, click here.
Your bill is made up of a standing charge, a charge for the actual water you use and a charge for sewerage services. We are responsible for supplying your water. Your sewerage services are supplied by either Thames Water or Anglian Water (depending on where you live) for whom we collect charges. To find out which company supplies your sewerage services, click on Wastewater enquiries.
Until a meter is installed for you, you should continue to pay your non-metered bill as before. Once fitted, you can choose which payment method suits you. Click on Payment methods for more information. If you pay by direct debit, a new payment schedule will be sent to you showing the timing and amount of future payments. We will advise in advance of any payments being collected.
Normally you pay the standing charges in advance and the consumption charge in arrears. This means that your first bill will be for standing charges only. We will send you a bill every six months and future bills will be for standing charges and the water you have used between meter readings.
Generally speaking, don't worry if you see some water in the chamber as this is likely to be from rainwater. However if you do find water in the chamber after a prolonged dry spell, it may be a sign of a leak and may need to be checked.
Apart from the obvious presence of water where it shouldn't be, there are a number of pointers that you can look out for which might indicate that there is a leak on the water pipes supplying your property. One of the most common ways is to see if your meter is spinning when no water is being used in your property - if it is, the likelihood is you have a leak somewhere and should get this checked out as soon as possible. We have a useful leaflet on checking for leaks on metered supplies which you can open or download by clicking Where's your water going?.
Your supply pipe is the pipe that runs between our mains and your internal stop tap bringing the fresh water into your home. When installing the meter, we carry out a leakage check. If a leak is found on your supply pipe, it is your responsibility to have it repaired promptly. As a metered customer, you will be entitled to one free rebate for the cost of water lost from your water supply pipe. To qualify, you must take immediate action to mend the leak as soon as it is discovered. If you are concerned about the possibility of a second leak from your supply pipe or a loss of water from internal pipe-work or fittings, you may wish to investigate insurance cover. Once it is installed, you should read your meter on a regular basis to enable early detection of a leak. We have a useful leaflet on checking for leaks on metered supplies which you can open or download by clicking Where's your water going?.
