Everything you need to know about our WaterSave Tariff trial

If you’re selected to be included in the trial, you can’t opt out or leave the trial unless you have exceptional circumstances. These include if you move home, or a successful application to our Low Income Fixed Tariff (LIFT) or WaterSure.

Our Charges Scheme 2023/24 sets out our legal basis to charge customers on a trial tariff. 

If you think you should be exempt from the trial, please call us at 0345 357 2401.

If you’re having trouble paying your water bill, please don’t worry; you can apply for a reduced bill, set up a payment plan, or apply for a bill cap scheme here.

To help you save water and money, you can book a FREE Home visitfrom a qualified technician; they’ll give you simple tips, help identify any leaks, and install free water-saving devices!

You can also take our three-minute My Water Footprint quiz to find out how much water you're using, claim free water-saving devices, and get our top water-saving tips.

We’ve sent you a letter that tells you which block of the tariff you’ll reach if you use the same amount of water as last year. You can see an un-personalised version of the letter here.

As metered customers, you’ll still receive bills as normal every six months, but we’ll also get in touch in between each bill to keep you updated and let you know what block you’re in.

To help us keep you updated throughout the trial, please register for My Account or log in to check your mobile number, email address, and household occupancy are up to date.

If you have any questions, you can give us a call on 0345 357 2401.

If you and all of the adult occupants in your property move out, you’ll leave the trial. If not all of the adult occupants move out of the property, the WaterSave Tariff will continue to apply.

If you move to a property within our supply area, you’ll be charged according to the appropriate charges scheme tariff, not the WaterSave Tariff. New occupants moving into a property that was previously in the trial will no longer be included on the WaterSave Tariff and will be charged according to the appropriate charges scheme tariff.

For more information, please see our Charges Scheme for 2023/24.

If you’ve got a leak, you may be eligible for a free or subsidised repair. Please see our Leakage Booklet for more information.

If you’re eligible for a leak allowance, you’ll leave the trial, and your charges will be re-assessed based on past normal consumption. If you’re not eligible for a leak allowance, you’ll remain in the trial.

If you think you may have a leak during the two-year trial, please call us on 0345 357 2401 to see how we can help.

We’ve engaged with Ofwat and CCW throughout the process of developing the trial. The WaterSave Tariff is the first of its kind to be trialled in England and is part of a wider series of tariff trials that Ofwat is promoting. Ofwat and CCW’s comments on our trial proposal can be read in our press release from March 2023.

Throughout the trial we’ll monitor your bills, how much water you’re using, and what you’re saying about the trial through regular surveys. This will all help to inform what will happen at the end of the trial.

If the aims of the trial have been met, we may continue to apply the WaterSave Tariff to you and may extend the tariff to additional locations. However, if the aims of the trial have not been achieved, we may end the WaterSave Tariff and revert you to the applicable charges scheme tariff.