Take a look at our most commonly asked questions about water meters.
About smart meters
What are the benefits of a smart meter?
Will everyone be getting a smart meter?
Are people across the country getting water meters?
Are smart meters safe?
How secure is the data collected from my smart meter?
Why smart meters?
Do I have to have a meter?
What legal powers do you have to fit the meter?
Why are you fitting smart meters?
Will you make more money as a result of installing meters?
How do water meters save water?
How else can I save water?
What happens if I have a leak at my property?
If water is continually flowing through your meter you may have a leak. If you have a leak on your supply pipe (which runs from the boundary to the point it enters your property), we may fix this free of charge terms and conditions apply.
How do I know how much water I’m using?
Fitting your meter
I’ve requested a meter – what happens next?
We aim to fit your meter in the footpath outside your home so it can be fitted and maintained without disturbing you. This will be done roughly four weeks after we write to you, you do not need to be home for this.
If this isn’t possible, for example your pipework is shared with a neighbour, we may need an appointment with you to look for an alternative place to fit your meter. This could be next to your internal stop tap. If this is the case we will call you to arrange a convenient time to carry out this work.
Once your meter is fitted we’ll leave you a leaflet giving you all the information you need about your new meter, including ways to help you save water, energy and money. Once your meter readings are ready to view online we’ll write to you and let you know.
Need help finding your inside stop valve? This short video can help.
How long does it take to fit a water meter?
Where possible we try and fit meters in the pavement outside your home. It will take 2-3 days to fit a meter box in the pavement and clear the road and we’ll be back a few days later to screw the meter into the new box.
If it’s not possible to fit your meter outside we’ll book an appointment with you to find a suitable place inside your home or garden, this is usually next to your inside stop tap. Appointments usually take no more than an hour and we have morning, afternoon and evening slots available.
How big is the water meter?
Do I have to be at home when you fit my meter?
I’ve been told in the past that it is not possible to fit a meter at my property, is this still the case?
What happens if you can’t fit a water meter at my property?
It isn't always possible to fit a water meter at homes due to plumbing and access restrictions. If this is the case, we’ll move you to a tariff that reflects the amount of water used by customers with a similar sized property.
If you applied for a meter then you will receive information about your new tariff within 2 weeks of our visit.
If you were visited as part of the compulsory programme, and you’ll pay less on the new tariff, you will be switched on to this tariff straight away. If you would pay more you’ll stay on your current tariff for one year before being switched.
I am a tenant, do I need my landlord’s permission to ask for a meter fitting?
I’m a tenant, do I need my landlord’s permission to have a meter fitted under the compulsory programme?
Can I move my meter?
We realise there may be times when you want to move your meter. For example if you’re renovating or you’ve recently changed the plumbing or pipework in your home.
If your meter is fitted inside your home or in your garden, we can usually move it. This is a chargeable service, and is subject to a successful survey. Please note, we will not move a meter in your garden nearer to your property.
How it works:
1. Call 0800 980 8800 to request a survey
We’ll call you back within 10 working days to discuss your request.
2. Pay the £72 survey fee
Once you’ve paid, we’ll book your survey appointment.
3. Complete survey
If the survey finds that your meter can be moved, we’ll provide you with a quote for the work. Occasionally, it may not be possible to move your meter.
4. Complete the meter move
If you’d like to go ahead with the work, you’ll need to pay upfront. Once you’ve paid, we’ll book an appointment for the meter to be moved.
Will my meter be replaced?
Yes, we’ll replace your meter with a new one when we move it. Please note that we’re rolling out smart meters across our region, starting in London. If you don’t live in London, we’ll fit a meter that sends automatic readings every 6 months.
How do I know if I’ll save money by switching to a meter?
When will my bill change to a metered bill?
We’ll send you a letter to confirm when you have been switched to a metered account. That is the point when your unmetered bill will finish and your new metered bill will begin.
Do I have to pay for my meter to be fitted?
No, we’ll fit it for free.