Water meters and meter readings
Provide a meter reading
To provide a current meter reading please complete our form. For guidance on how to read your meter, see our ‘How to read your meter’ guide. You should only attempt to read your meter if you are confident that it is safe to do so; if you are in any doubt, please contact us.
Report a problem with your meter
If you’ve noticed a problem with your meter, please contact us straight away using our form or by logging a query from within your account. Please provide as much detail on the issue as possible.
Whatever the problem, we’ll work with the wholesaler in your region to ensure your meter is safe and working correctly. We’ll be sure to keep you well informed throughout the process.
Moving your meter
If you need to move your water meter for any reason, for example if the current location is either unsafe or impractical, it may be possible to do so (there may be charges associated with this). As the water company is the owner of your meter, they will need to carry out any change to its location, but we’ll take care of the hard work for you.
To request that your meter be moved to a different location, just use our report a problem with my meter form and select the option: ‘My meter is in an unsafe/unsuitable location’ (you can also raise this request from within your account). There’s a chance we’ll need some further information from you so we’ll be in touch shortly after your request is raised. Once we have all the details we need, we’ll take it from there and liaise with the relevant wholesaler, keeping you fully up to date as things progress.
It’s important to remember that it’s illegal to tamper with a water meter, so please don’t attempt to make any changes yourself.
Effective management of resources starts with understanding how you use them. Smart metering (also known as meter logging or AMR – Automatic Meter Reading) helps you to understand and control your water consumption.
Our smart metering service empowers you with vital water usage data, giving you the ability to identify issues and drive efficiencies. which is good for the environment and your bottom line.
We will fit smart metering devices around your site and, using wireless telemetry, take automatic readings as often as every 15 minutes. You’ll have access to our innovative consumption management system, allowing you to quickly and intuitively analyse your usage data. By analysing unexpected usage, sudden peaks or gradual increases in consumption, you’ll have early warning of underlying issues such as leaks or inefficient practices or equipment.
To further improve the visibility of your data, you’ll have the ability to specify bespoke alarm levels to instantly alert you on a range of parameters, including high and low flow, high volumetric usage and potential leakage.
As part of our service, we’ll help you identify whether your existing water meter is compatible with a smart metering device. If it isn’t, we’ll co- ordinate the enabling works, liaising with all relevant parties to ensure you have access to your data as soon as possible. Please note that enabling works, such as a meter chamber enlargement or meter exchange, will be subject to an additional charge; this would be discussed with you before any work is carried out.
If your property has a water meter, you are billed for the water consumption it records.. In some cases, your bills may also include a charge based on the size of your meter – this is particularly the case if your property is located in Scotland.
When a meter is installed at your property, the wholesaler will fit one with the size of the incoming water pipe in mind. Over time, the amount of water you use may increase or decrease. There are several factors that can cause your consumption to change, such as changes in your business activities, the introduction of water efficiency measures, process improvements to reduce water use and the installation of new equipment.
You can apply to have your meter changed if you believe it’s either too small or too large to supply your property. If your meter is downsized, you can potentially save money if you are charged according to the size of your meter. There is normally a one-off fee for having your meter resized, so if you’re unsure about how a change would affect you, please don’t hesitate to contact us.
In order for us to assess the correct size of meter for your property, we’ll need some information from you, such as the size of any existing meters (along with the serial numbers), the number of fixtures and fittings at your property and whether these are served straight from the main or from a storage tank. If you’d like to apply to resize your meter, please give us a call or drop us an email.