wessexwater.co.uk

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Welcome to your new home

Welcome 1Getting started 2-5Problems paying 6Extra support 7Have your say 8What’s going on in your community 8Helping the environment 9-11Things you need to know 12-13Contact us Back page

Contents

Welcome to Wessex Water – we are your new supplier of waterand/or sewerage services.

While you’re settling in, this booklet provides all the informationyou need to know to get set up with us and get the most out ofyour Wessex Water account.

If there is anything else you would like to know, please get intouch. Our contact details are on the back cover, or you can visitour website: wessexwater.co.uk

Andy PymerManaging Director

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Welcome To Wessex Water for customers on a water meter

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Getting started

Step 1locate yourwater meterIt’s important to know whereyour water meter is in case youneed to take a reading or checkfor leaks on your property.Most meters are fitted outsideyour home either in the frontgarden or pavement. They areusually located in anunderground chamber andcovered with a lid marked‘water’.Sometimes we put metersinside homes, usually underthe sink or near your internalstop tap.If you live in a flat or apartment,your water meter and externalstop tap might be in a cabineteither inside or outside of thebuilding. Your meter should bemarked with your flat number.

Spinner – spins rapidly when water is used – maymove slowly if you have a small leak, a dripping tapor while a ball valve is closing .

Meter tampering and testingYour meter is owned by Wessex Water.Tampering with it is an offence and willresult in a fine. If you think your meter isnot recording correctly you can ask for it tobe tested. If test results confirm yourmeter is recording accurately, you will beliable for the cost of the test which will beno more than £84.

Unique serial number

Black numbers – these arethe ones you need to submita meter reading

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Step 2take your first meter readingWe recommend reading your meter regularly so you can monitor yourwater use and find out if you have a leak, which could affect your bill.Taking a meter reading is simple:

4 If your meter is in an underground chamber,lift the lid using a flat-head screwdriver(indoor meters don’t have a lid). There mayalso be a polystyrene cover and an innermeter lid, lift this to see the meter face.

4 Note down or take a picture of the figures inblack only. These register whole cubicmetres which is what we use to bill you.Ignore any figures in red, as these onlyrecord parts of a cubic metre, which are only needed to check for leaksor to calculate the water use of individual appliances in your home.

4 Replace the polystyrene cover to protect the meter from frost damageand put the outer lid back down.

Help reading your meterIf you have additional needs whichmean you may not be able to readyour meter, sign up to our PriorityServices register so we can takeextra readings for you, free ofcharge. See page 7 for moreinformation.

Top tip

If the meter spinneris moving when youare not using anywater, you may havea leak and shouldcontact a plumber totake a look.

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Step 3check you can turn offyour water supplyIf you suspect you have a leak or you needsome plumbing work done, it’s important toknow where your internal stop tap is so youcan turn off your water supply. It’s usuallylocated under the kitchen sink or in anadjoining garage.Turn the stop tap then turn on the nearesttap either in your kitchen or bathroom untilit runs dry. If the tap doesn’t run dry andwater continues to come out, this meansyour stop tap doesn’t work and you shouldcall a plumber to fix it.If you want to turn off your supply outside,you’ll find the external stop tap next toyour meter in the chamber.

Need help finding a trustworthyplumber?If you have a leak, we recommend using aWaterSafe approved plumber. Find out more onwatersafe.org.ukor call 0333 207 9030.

Did you know...?The taste, appearance andhardness of your tap water will vary depending on wherein our region you live. Forinformation and advice aboutyour water, including hardnessand quality in your local area,visit wessexwater.co.uk/waterquality

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Step 4tell us how and when you’d like to pay your billWe offer the following range of payment options free of charge so youcan choose to pay however it suits you:• Direct Debit – the easiest way to pay your bill. To set up a Direct Debit

visit wessexwater.co.uk/directdebit or call us on 0345 600 3 600(Monday to Friday, 8am to 8pm; Saturday 8am to 2pm). Meteredcustomers can choose to pay monthly on a budget plan or on receipt oftheir bill. More information on this can be found on page 6.

• At your bank – take your bill or instalment plan with cash or a cheque.Normally banks do not charge a fee for this.

• Telephone/internet/mobile banking – payment should be made toBristol Wessex Billing Services Limited quoting sort code 40-02-50 andaccount number 61229737*.

• ebilling – view your bills online and make a payment with your credit ordebit card.* Visit myaccount.wessexwater.co.uk

• PayZone – take your bill and payment in cash to a local PayZone store.Visit payzone.co.uk/consumers to find your nearest store.

• Post Office – fill in the payment slip and take it with your bill andpayment in cash.

• Telephone – pay by credit or debit card by calling our automated 24-hour line on 0345 600 1 019*. Make sure you have your bill to hand.

• Post – write your customer reference number (located on your bill) onthe back of a cheque and post it with the payment slip to BWBSL, 1Clevedon Walk, Nailsea, Bristol BS48 1WA. Cheques should be madepayable to BWBSL. Please do not send cash or post-dated cheques.

*Please quote the 13-digit payment reference number that begins with 20shown in the box on the payment slip (see your bill).Charges for customers on a water meter are billed in arrears. If you would like more information about any of the above payment options,please call us on 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday8am to 2pm).

Go paperless!Sign up to ebilling to view and pay your bills online. You’ll be helping theenvironment by reducing paper bills. Visit myaccount.wessexwater.co.uk

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Talk to us if you have problems payingWe know that money can be a real worry for some of our customers. If youstruggle to pay your bills, don’t suffer in silence. Talk to us so we can help.There are various ways we can work with you to manage your water bills,such as:• arranging payments directly from your benefits, if you receive them• capping your bills if you need to use lots of water, e.g. for a medical

condition• lowering your water bill• paying off debts and get back on track• providing a discount if you receive pension credit, or a state pension is

your only income.Visit wessexwater.co.uk/tap for more information or call our friendly teamfor a no-obligations chat on 0345 600 3 600 (Monday to Friday, 8am to 8pm;Saturday 8am to 2pm).Organisations such as Citizens Advice, StepChange and National Debtlineoffer free, independent and confidential debt advice.

Pay in easy monthlyinstalments with DirectDebitTo make things easier, we offer abudget scheme which allows you tomake regular monthly payments viaDirect Debit and spread the cost of yourbill for no extra charge (if you don’t wishto set up a Direct Debit, bills areproduced for the previous six-monthperiod and are payable on receipt).We base your initial monthly Direct Debitpayments on the number of peopleliving at the property and yourestimated level of usage. This is thenreviewed every 12 months.

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Let us know if you need extra supportEveryone’s needs are different, so we want to provide youwith extra support where we can through our PriorityServices register to make things that little bit easier.If you, or someone you know, has particular requirements –long-term or short-term – due to age, ill health, a disability,mental illness or recent family changes, sign up to thePriority Services register free of charge so that we can helpwith:• bottled water delivered

to your door duringsupply interruptions

• different ways we cancommunicate with you,such as large print,Braille, via LanguageLine or through anominated contact

• reading your meter ifyou’re unable to access it

• setting up a password for when we visit, to protect youagainst bogus callers.

Register today at wessexwater.co.uk/priorityservicesor call 0345 600 3 600 (Monday to Friday, 8am to 8pm;Saturday 8am to 2pm).Energy companies offer a similar service.

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Tell us what you think for achance to win £200!We’re always striving to improve ourservice, and the only way we can do this isby listening to our customers’ opinions andneeds. Join our online customer research panel totell us what you think of our services, howyou feel we could improve and help us planfor the future.Sign up today and you will be entered intoa draw to win £200 every time youcomplete a new survey.

Visit wessexwater.co.uk/haveyoursay

have

your

say...

find out what’sgoing on in yourcommunityFind out what we’re up to in your area andhow you can get involved, or plan a visit toone of our beautiful reservoirs or lakes bysigning up to our community e-newsletter.You’ll also find information about our FREEeducation service which has reachedthousands of children, students and adultsover the years, plus opportunities to apply forfunding for community projects near you.Don’t miss out – get tailored information andevents for your local area straight to yourinbox. Sign up today atwessexwater.co.uk/sign-up

In your areaWessex Watercommunity

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Helping the environmentNow that you’re all set up, here are some simple ways you can do yourbit for the environment with your water use and what you put into thesewers.

Save every dropAlthough it is literally ‘on tap’, water is a precious resource and theless we waste, the more we can keep in our local rivers and streamsfor nature to thrive. Also, as you’re on a water meter, using lesswater means you’ll save money!Here are some easy ways you can reduce your water usage:• Fix any leaky toilets and taps• Install a water butt in the garden to collect rainwater for plants• Take shorter showers and shallower baths• Turn off the tap when brushing your teeth or shaving• Use a bowl when washing dishes• Only use your washing machine on a full load

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Stop the BlockWe deal with around 13,000 sewer blockagesevery year in our region, most of which arecaused by the wrong things being flushed such aswet wipes, or poured down the drain such ascooking fat.Some blockages cause sewers to burst, which can pollutethe environment and harm wildlife. They’re also very costly to deal with;each year we spend £5million removing blockages, not to mention theplumbing bills for customers if a blockage causes waste to back up intotheir home.Help us ‘Stop the Block’ by following this simple advice:

In the kitchenThe following items should go in your food waste recycling or householdwaste, rather than down the sink:• Fat, oil and grease (FOG) – wipe pots and pans with kitchen towel

before washing them or pour leftover FOG into a container and let itsolidify before disposing of it.

• Leftover food scraps – scrape what you can away and use a sinkstrainer to catch the really small bits.

• Coffee grounds – these can also be added to a compost heap.

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In the bathroomOnly flush the three Ps: paper, poo and pee to keep your home blockage free.

Put the following items in the bin, or try using plastic-freealternatives where possible to reduce waste:

• Wet wipes – even if they say‘flushable’

• Nappies• Make-up removal pads• Sanitary items• Cotton buds• Plasters and bandages• Razor blades

Did youknow...?

Most wet wipescontain plastic,which is why theydon’t break downin sewers

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Things you need to knowKnow your pipes and drainsWhile we’re responsible for maintaining public water mains andsewers, you are responsible for all pipework inside your home,your private drain and your private supply pipe which runs fromyour house to the outside boundary of your property.It’s worth knowing your pipes and drains in the event that youexperience a leak or sewage flooding, so that you know whetherto contact us or a contractor. We have some handy diagrams onour website, visit wessexwater.co.uk/pipework

Free leak repair serviceAround 30 per cent of leaks in our region are on private supply pipes. If you have a leak on this pipe, we may be able to fix it for you free of charge.

Did you know...?

A leaky loo can waste up to 400 litresof water per day. To find out how tospot and fix a leaky loo, visitwessexwater.co.uk/savingwater

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Our promise to youWe always aim to provide you with the very highest levels of service.Our promise sets our standards of service that we strive to meet andoffers one of the best overall guarantees in the industry, but alsooutlines how we will compensate you if we fail to meet thesestandards.It includes areas of service such as:• the time it takes for us to respond to contacts from you or incidents• water meter enquiries• water supply interruptions• sewage flooding.For a copy of our promise leaflet visitwessexwater.co.uk/promises or you can request one to be sent inthe post by calling 0345 600 3 600 (Monday to Friday, 8am to 8pm;Saturday 8am to 2pm).If you have any comments or complaints about the services weprovide, our core customer information for enquiries and complaintsshows you how to get in touch.For more information visit wessexwater.co.uk/policy or call 0345600 3 600 (Monday to Friday, 8am to 8pm; Saturday 8am to 2pm).

Wessex W

ater, Claverton Down, Bath BA2 7W

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Contact us

Billing enquiries• Payment arrangements • Metering • Moving house • Problems paying • High water use • Priority Services0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday 8am to 2pm)

Submit an online enquiry via our website wessexwater.co.uk/contactus

Write to: Wessex Water, 1 Clevedon Walk, Nailsea, Bristol BS48 1WAwessexwater.co.uk

The following billing numbers are automated, unmanned and available 24 hours a day.

Pay over the phone by credit/debit card0345 600 1 019 (have your credit/debit card and your bill to hand. Payment should be made using the 13 digit payment reference on your bill)

Other billing telephone services• Surface water drainage leaflet • Charges explained leaflet 0345 600 6 600

• Helping you to understand your water use leaflet 0345 850 0 043

Water supply or sewerage enquiries• No water • Low pressure • Taste, odour and appearance • Sewage flooding • Blocked sewer

0345 600 4 600 (Monday to Friday, 8am to 6pm, emergencies only at other times)

Submit an operational enquiry at wessexwater.co.uk/contactus

Report a leak0800 692 0 692 (24 hours) or visit wessexwater.co.uk/leaks

8206 Designed by W

essex Water design services February 2020 Printed on recycled paper

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