FAQ's for commercial customers
Click on the links below to get to the information you require.
Leakage
Payments
Metering
Metered charges
Unmetered charges
Moving premises
Leakage
I have a leak - what should I do ?Please read through the 'Dealing with leaks leaflet' for more information. For help or advice or advice please contact us on 0845 717 1100.
Can you recommend a plumber ?We recommend that you select one that is WIAPS approved (Water Industry Approved Plumbing Scheme). You can find one in the yellow pages.
Can I leave the leak ?No, it is your responsibility to repair it. We will issue a waste water notice giving the owner one month to carry out the repair. If you then fail to carry out the repair the company may have to carry out the repair and charge the cost to the owner.
I am a metered customer - do I have to pay for water wasted because of a leak?Yes you are responsible for charges for all water registered on the meter, whether it has been used in the normal way or caused by leakage.Please refer to our Dealing with leaks leaflet - for more information.
What if I spot a leak in the street ?
Don't just ignore it, please let us know by calling our leakline on 0800 393 084. This is a freephone service and operates 24 hours a day.
Will you turn off my water supply for me if I am carrying out plumbing work?
You can find information on the website relating to stop tap operations. In some cases we can turn off your stop tap for you, however you will be charged for this service.
Payments
How can I pay my bill ?
We offer a range of free payment options. You can pay:
- in full, immediately.
- by direct debit - payments can be made on the 1st or the 15th of the month. If you pay by direct debit to us, you will automatically receive a reduction of up to £6.00 in your annual charges (£3.00 for water and £3.00 for sewerage services). To set up a direct debit you can download a direct debit form or call us on 0845 733 5566.
- online - by debit card only.
- at a bank - by cash or cheque (some banks may charge for the transaction if you do not have an account with them).
- by standing order.
- by telephone - you can call us on 0845 733 5566 to pay by debit or credit card.
- at any PayPoint agency - cash only, free of charge. Find your nearest PayPoint outlet.
Important changes for customers who pay at the Post Office
From 1st April 2008 you will no longer be able to pay your water services bill free of charge at the Post Office.
If you pay using a Payment Card this change means that you will no longer be able to pay at the Post Office, however, you will be able to use your card to make payments at any PayPoint outlet free of charge.
You can continue to pay your bill at the Post Office using your payment slip however you will have to pay a counter fee and this is currently £2.35. For more information please click on the link.Can I make payment in foreign currency
Yes, however when payment is made in foreign currency, the exchange rate applicable will be that on the day of receipt of payment. Any shortfall or benefit will be debited or credited to the account accordingly. Commission charges will be deducted from the amount paid.
What if I am having difficulty paying?
If for any reason you are experiencing difficulty in paying your bills, or even if you anticipate you may have problems, please contact us as early as possible.
At Northumbrian Water we have a trained team of customer advisors, who will discuss your difficulties with you and see if we can find a way that eases the payment of your bill. Please contact us immediately on 0845 733 5566 to see what we can do to help.
When will my 1st Direct Debit payment be due?
Your bank requires us to give you ten working days notice of any payment that we take from your bank, so your first payment will be taken on your chosen date after this period. We will send you notification of the payments to be taken in the post.
What are the benefits of paying by Direct Debit?
You will receive a discount of up to £6.00 off your bill each year, you can spread the cost of your bill and have peace of mind that your bill is being paid automatically.You are also protected by the Direct Debit guarantee.
What is the Direct Debit Guarantee?
The guarantee is offered by all banks and building societies. If an error is made by Northumbrian Water or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.
Can I cancel a Direct Debit?
Yes, you can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of the letter to us.
Metering
What is a water meter?
A water meter measures and records the volume of water that passes through it on the way into a customer's property. They measure the water in cubic metres - one cubic metre is equal to 1,000 litres.
How much will it cost to fit the meter?
The survey will be carried out free of charge. The installation charges are as follows unless your meter can be fitted as part of our selective metering program:
Meter Installation on existing external pipework :
15mm/20mm meter without reinstatement: £190.00 (exc. VAT)
with reinstatement: £273.00 (exc. VAT)
Meter installed in exisiting boundary box :
15mm/20mm £35.00 (exc. VAT)
Meter installed internally:
15mm/20mm £98.00 (exc. VAT)
All other situations for installation on existing supplies will be charged at cost/on a fixed price quotation basis that has previously been notified to the customer unless specified otherwise. For all other possible additional charges you can download a copy of our charges scheme. Alternatively, please call our Customer Centre on 0845 733 5566 and request a copy.
What size of meter will I need?
There are different sizes and types of meter, and the one you need, will depend upon the amount of water that could be used in your business. Our representative will discuss this with you at the time of the survey.
Where will the meter be fitted?
The meter must be fitted in a location where all of the water used by your business and employees can be measured. Most smaller properties are able to have the meter fitted internally. However, this may not be practical for larger businesses and an external installation will be required.
How do I read my meter?
The black figures on the meter dial show the amount of water used in cubic metres (m3). The white figures on the red background show parts of a cubic metre and are not used when taking a reading. Your bill is based on whole cubic metres used.
Who can have a meter?
Any customer can choose to have a water meter, provided there is a separate water supply into the property and it is physically possible to install a meter. Why not consider a water meter?
Who owns the meter?
The meter will remain the property of Northumbrian Water. We are responsible for reading, maintaining and eventually replacing the meter.
What if you can't fit a meter?
In most cases we will be able to fit a meter. However where for technical reasons we cannot complete the installation you will receive a survey report advising you why we are unable to fit a meter, and what work you may have to carry out to enabe the meter to be fitted.
Metered charges
How are metered charges calculated?
Metered charges are calculated using up to four elements:
- a fixed charge based on the type and size of each meter installed, plus
-
a volumetric charge based on the consumption recorded through the meter
and if you receive sewerage charges: - a fixed charge for sewerage services.
- a volumetric charge based on the consumption recorded through
If we are unable to read the meter, we will leave a card telling you this. If you do not contact us to provide a reading before the bill is calculated, we will send you an estimated bill. If you feel that this estimate is wrong, you can contact us with the correct reading. We will then send you an amended bill. Alternatively, any under or over estimate will be corrected next time your meter is read.
Unmetered charges
Why do we use rateable value to calculate unmetered charges?
Unless you have a meter and pay metered charges, your water charges will be based on the rateable value (RV) of your property. RV used to be used by councils to calculate their charges but it was abolished for council use on 1 April 1990 and no further properties were given rateable values after this date.
All new properties are now fitted with water meters and customers occupying these properties pay metered charges.
Unmetered charges are therefore levied in accordance with the Water Industry Act 1991 based upon the property rateable values that appeared in the Inland Revenue Valuation List on 31 March 1990.
The amount of water consumed and the number of water appliances have no bearing on the amount charged.
How do we work out unmetered charges?
Unmetered charges are calculated using up to four elements:
a fixed charge for water services, plus
a RV-based charge for water services (calculated by multiplying the rate by your property's RV)
and if you receive sewerage charges:
a fixed charge for sewerage services, plus
a RV-based charge for sewerage services (calculated by multiplying the rate by your property's RV).
Why do we use fixed charges?
The fixed charge element of our charges reflects the fact that the bulk of the cost of providing the service is fixed. Regardless of how much you use the service we still need to provide and maintain the reservoirs, treatment works, pumps and pipes so that the water is always there when you need it.
Why are unmetered charges payable in advance?
With unmetered charges you are effectively paying for the provision of a service, rather than for the water itself, and the charges are paid in advance in accordance with the Water Industry Act 1991. Charges can be paid in one lump sum or spread across the year.
Can charges be reduced in cases of low useage?
No such reduction is available. Whilst the property is furnished and the supply remains available the full charges are payable. However if you use very little water you may save money if you have a water meter installed.
What happens to your unmetered account if you have a meter installed?
Unmetered charges should be paid up to the point at which the meter is installed. You will then be sent a bill at the next point in our billing cycle.
Are empty properties liable for water services charges?
Charges for water and sewerage services are still due in full whilst the property contains furnishings and fittings, is being refurbished or is otherwise occupied. If we have disconnected the water supply at your request, charges for water services will be waived. Charges will remain payable in respect of surface water drainage.
Moving premises
I am moving premises soon, what should I do?
Please contact us using the online form. You should give at least five working days notice and details of your new address. If you have a meter, a reading is required on the day that you move. We will transfer any credit/debit to your new address if it is within our area of supply or send you a refund or final statement if you are moving out of the area.