You may have heard about water bill increases in the news this year. We’ve put together some handy questions and answers, to help you understand what’s going on, and let you know how you might get support should you need it.
How are water bill charges set?
Every five years, water companies have to submit proposals to our regulator Ofwat, that set out plans for investment, spending and how they will raise money in the next five years.
Water company plans go through a process where they’re scrutinised, commented on and amended before a final decision called the ‘final determination’.
There’s talk of PR24, what is it?
The next spending period, from 2025-2030, is known in the industry as PR24. The PR stands for ‘pricing review’ because this is the point when the price customers are charged for water services is set. The 24 is the year in which it is set – 2024.
When will I expect to see a change in my bills?
Bill rises take effect from 1 April 2025. Those of you on a meter will see these new tariffs on your first bill after this date, those paying unmeasured charges will see this on your annual bill for 2025/26.
The new charges for the next period will be updated in February 2025. Read more about how you are charged.
What support can you give me if I’m struggling to pay, or worried about my bill?
We offer a range of support options to help you lower you water bills, including switching to a meter so you only pay for the water you use, or signing up to an affordability tariff. You can also get payment breaks, receive free water efficiency advice, and access support with managing debt. See what schemes are available or call 0345 600 3600.
Is there anything I can do to make bills more affordable?
If you're not already on a meter - one of the ways we can help is by offering you a water meter, so you only pay for the water you use. It also puts you in control of your water use so you can take steps to reduce your bill.
We’re so confident that you’ll save money on a meter, you’ll automatically be given our Lowest Bill Guarantee. If you don’t save money in the first two years after your meter is installed, we’ll refund the difference between your metered and unmetered bill, and you can switch back at any time.
Apply for a meter now or call us on 0345 600 3600. If you’re currently applying for any means-tested benefits, please let us know and we can put your account on hold until your application is complete.
I already have a water meter, what can I do to make my bills more affordable?
There are many ways you can save water and think about every drop. Read our helpful tips and get for free water-saving devices.
What have you set out in your investment plan for the next five years?
You can read all about our plan for 2025-2030 on our business plans webpage.
Does your plan address population growth and other future challenges?
Our investment plan will enhance resilience, secure water supplies for the future, and ensure a sustainable future. Our plan includes exciting major projects, including investing in the construction of a new reservoir at Cheddar in Bristol, and the development of a water grid to connect strategic reservoirs in the south west.
We will continue to develop drought-resistant infrastructure, reduce leakage on the network and at households. These projects are designed to ensure we adapt to changing climate conditions, meet the needs of communities, and support housing and growth.
How will you ensure you meet the performance commitments set by Ofwat?
We are committed to transparency and accountability. We have robust monitoring and evaluation systems to track our progress and make necessary adjustments. We regularly publish performance reports, engage with communities and stakeholders, and maintain open communication with our customers.
What role will innovation and technology play in your future plans?
Innovation and technology are at the heart of our strategy. We are exploring the use of smart meters, AI-driven analytics, and other cutting-edge technologies to improve operational efficiency, enhance customer service, and support our environmental goals.
How will your plan work to address affordability?
Our plan includes piloting new and innovative tariffs which are designed to ensure fair bills for all and reflecting the challenges of our region.
Our proposed tariff trials will look to incentivise residents and businesses to use water efficiently, in return for discounted rates and reduced bills, whilst reducing the peak summer demand and ensuring fair charges for all.
December 2024
