Billing and payment: Online Helpdesk

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Q13. Do I have to pay for water services if the property is unoccupied?

If your property is unoccupied and you would prefer the water supply to remain connected, we will continue to bill you as normal. However, if the property will be empty for at least 6 weeks, pending sale or due to hospitalisation/convalescing, you can contact us to apply for a reduction in charges. Please note that we will not waive charges just because the property is being renovated, even if less water is used than normal. If you don't already have one, you could ask us to install a water meter, which may benefit you in this situation as you will only pay for standing charges and any water you actually use. Meters can take some time to install so please apply as early as possible. Click here to find out more about metering.

If you do not wish to retain your water supply while the property is empty, you can ask us to disconnect your water supply and cancel your water services charges. This option is not time limited, but certain conditions apply to certain customers, especially Landlords. Please note that we do not guarantee to turn off your supply. If you require us to guarantee to do so, there will be a fee to pay each time we have to visit the property. Please contact us for current details of these fees.

To apply you can either click here to download an application form in PDF format (PDF 58KB), or call us to request one. Once the form is returned, we will consider your application and advise you appropriately. It should be noted that there are terms and conditions which must be met before any allowance is granted. These are fully detailed on the application forms. We advise customers to apply as early as possible, as we do not generally give backdated allowances.

There is a separate form for use by Letting Agencies, available by clicking here, or to download in PDF format by clicking here (PDF 38KB), or by calling us.