Water

Understand Your Water Supply, Bills and Ways to Save

Water is one of the services we rely on every day.

We use it for drinking, cooking, washing, cleaning, toilets and heating. Meanwhile, wastewater services take used water away and help deal with sewage safely.

However, the way households pay for water is not the same across the UK.

For example, households in England and Wales are normally billed by their local water company. In Scotland, most household water and wastewater charges are collected with Council Tax. Northern Ireland works differently again. (Scottish Water)

So, this guide starts with the basics.

Then, we will explain meters, bills, saving water and getting help. Finally, we will look at the differences between England, Scotland, Wales and Northern Ireland.

Where Does Your Water Come From?

Before water reaches your tap, it has already been through a long process.

First, water is collected from sources such as reservoirs, rivers or underground supplies.

Next, it is treated so that it is suitable for drinking.

After that, pipes carry it to homes and businesses.

Then, once the water has been used, much of it enters the sewer system.

Finally, wastewater is treated before it is returned safely to the environment.

So, your water service covers far more than the water coming from the tap.

Water and Wastewater Are Different Services

Your water service brings clean water to your property.

Wastewater services, meanwhile, take used water and sewage away.

For example:

Water supply → taps, shower, washing machine

Wastewater → drains, toilets and sewers

In some areas, the same company provides both services.

However, in parts of England and Wales, one company may supply your water while another handles wastewater.

Therefore, don’t assume that every part of the service is managed by the same company.

Can You Choose Your Household Water Supplier?

For most households in England and Wales, no.

Unlike energy or broadband, household water customers cannot normally shop around and change their water or wastewater company. Your supplier depends on where you live. (Ofwat)

So, water is different from many of the other services covered by Energility.

Instead of comparing suppliers, the main ways to manage water costs are often to:

  • Understand your bill
  • Check whether a meter could help
  • Reduce wasted water
  • Check for leaks
  • Look for lower-cost tariffs or support

How Are Water Bills Worked Out?

This depends on where you live and whether your home has a meter.

In England and Wales, households are generally either:

Metered

or:

Unmetered

A metered bill is linked to the amount of water you use.

An unmetered bill, on the other hand, is not based directly on your actual use. Instead, it will usually include fixed charges and an amount linked to the old rateable value of the property. (Ofwat)

What Is a Water Meter?

A water meter measures how much water passes into your home.

Therefore, a metered customer pays according to usage, together with any fixed charges.

In simple terms:

Use more water → Pay more

Use less water → Pay less

This can make a meter attractive for some households.

However, it will not save money for everyone.

Could a Water Meter Save You Money?

Possibly.

For example, a smaller household living in a larger property may sometimes benefit because an old unmetered bill may be relatively high compared with actual water use.

However, a larger household using a lot of water may not save.

So, before changing, estimate how much water you are likely to use.

CCW provides a water meter calculator for households in England and Wales, updated with 2026–27 charges. (CCW)

Can You Ask for a Water Meter?

In England and Wales, household customers can normally ask their water company to fit a meter free of charge.

However, there can be exceptions if fitting one is not practical or would be unusually costly. (Ofwat)

If a meter cannot be fitted after you request one, your company may have to offer an assessed charge instead. (Ofwat)

Therefore, it can still be worth asking even if you are unsure whether a meter can be installed.

Can You Change Back?

In many cases, if you choose a meter in England or Wales and then find that it does not suit you, you can ask to return to an unmetered charge within a set period.

CCW says this is usually possible within 24 months, although there are exceptions, including some areas where compulsory metering applies. (CCW)

However, the meter itself may remain in place.

Then, when another person moves into the property, metered charging may apply again.

What If the Home Already Has a Meter?

If you move into a home that already has a water meter, you will normally have to pay on a metered basis.

You cannot simply choose to return to an unmetered bill. (CCW)

Therefore, when moving in:

First: find the meter.

Next: take a reading.

Then: photograph it if possible.

Finally: give the reading to the water company.

This helps make sure you are not charged for water used before you moved in.

Understanding a Metered Bill

A metered bill can include several parts.

For example:

Water used

This is the amount recorded by the meter.

Water standing charge

This is a fixed charge.

Wastewater charge

This helps pay for sewer and wastewater services.

Wastewater standing charge

There may also be a fixed part of the wastewater bill.

So, reducing water use can reduce the usage-based part.

However, it will not normally remove all fixed charges.

How Is Water Use Measured?

Water meters normally measure usage in cubic metres.

One cubic metre is:

1,000 litres

So:

1 m³ = 1,000 litres

For example, if your meter changes from:

120 m³

to:

125 m³

you have used:

5 m³

or:

5,000 litres

Understanding this can make meter readings much easier to follow.

Simple Water Bill Maths

Suppose your water use is:

50 m³

and the usage charge is:

£2 per m³

Then:

50 × £2 = £100

Next, imagine fixed charges add another:

£60

Your basic total would be:

£100 + £60 = £160

Of course, real tariffs are more detailed.

However, the basic idea remains the same:

Usage charge + Fixed charges = Bill

Check for Leaks

A leak can waste a surprising amount of water.

If you have a meter, it can also increase your bill.

Therefore, if your water use suddenly rises, check for signs of a leak.

For example:

  • Dripping taps
  • Toilets that keep running
  • Damp patches
  • Unexplained sounds of running water
  • A meter moving when everything is turned off

If you suspect a larger leak, contact your water company or a suitable plumber.

A Simple Meter Leak Check

If you have a meter, you can carry out a basic check.

First, turn off taps and appliances that use water.

Next, make sure nobody is using a toilet, shower or washing machine.

Then, check the meter.

Wait for a while.

After that, check again.

If the reading has changed even though nothing should have used water, there may be a leak.

However, don’t start digging up pipes yourself.

Instead, find out where responsibility for the leak lies.

Who Is Responsible for Water Pipes?

Responsibility depends on where the pipe is.

Generally, the water company is responsible for the public water network.

Meanwhile, homeowners may be responsible for some pipes within the property boundary.

However, exact responsibility can depend on the layout and type of pipe.

Therefore, if you have a leak and are unsure who should fix it, ask your water company first.

Saving Water

Using less water can reduce a metered bill.

At the same time, it reduces the amount of water that needs to be treated and pumped.

Fortunately, saving water does not need to mean making life difficult.

Instead, start with waste.

Fix Dripping Taps

A dripping tap may look minor.

However, it can waste water continuously.

Therefore, repair dripping taps where practical.

Likewise, check toilets that continue to run after flushing.

Small faults can add up because they happen all day and night.

Take Shorter Showers

Showers can use a lot of water.

The total depends on:

Flow rate × Time

For example, suppose a shower uses:

10 litres per minute

and runs for:

10 minutes

Then:

10 × 10 = 100 litres

If the shower lasts 5 minutes instead:

10 × 5 = 50 litres

So, in this simple example, the water use is cut in half.

In addition, if the water is heated, you may save energy too.

Don’t Leave Taps Running

Running taps can waste water quickly.

For example, you may not need the tap running continuously while brushing your teeth.

Likewise, when washing vegetables, a bowl may sometimes use less water than a continuously running tap.

So, use the water you need.

Then turn it off.

Washing Machines and Dishwashers

Modern washing machines and dishwashers can use water efficiently.

However, running them half empty can still mean more cycles.

Therefore, where suitable, wait for a sensible load.

At the same time, don’t overload the machine.

Instead, follow the maker’s guidance.

Collect Rainwater

Rainwater can be useful outdoors.

For example, a water butt can collect rain from a roof.

Then, the water can be used for plants.

As a result, you may need less treated tap water for the garden.

However, rainwater collected this way is not normally suitable for drinking.

Watering the Garden

Gardens can use a lot of water during dry weather.

Therefore, simple changes can help.

For example, you could:

  • Water plants when evaporation is lower
  • Use a watering can where practical
  • Add mulch to help soil keep moisture
  • Choose plants suited to local conditions
  • Collect rainwater

The aim is not to stop watering plants.

Instead, it is to make better use of the water.

Hot Water Also Costs Energy

Water does not only affect the water bill.

Hot water also needs energy.

Therefore, reducing wasted hot water can lower both:

Water use

and:

Energy use

For example, shorter showers may use less water while also reducing the amount of gas or electricity needed for heating.

So, water and energy efficiency often work together.

Help if You Are Struggling With Water Bills

If you are having difficulty paying your bill, contact your water company early.

Do not simply ignore the bill.

Companies may offer different forms of help.

For example, this can include:

  • Social tariffs
  • Payment plans
  • Debt support
  • Water-saving help
  • Other support based on your circumstances

CCW also provides information about help with bills in England and Wales. (CCW)

What Is a Social Tariff?

Some water companies offer reduced tariffs for households on lower incomes.

These are commonly called social tariffs.

However, each company can have different rules.

Therefore, a household that qualifies in one area might not qualify under the same circumstances elsewhere.

So, contact your water company and ask:

Do you have a social tariff?

Could I qualify?

It is worth checking rather than assuming the answer is no.

WaterSure

WaterSure is another form of help for some customers in England and Wales.

It is aimed at eligible lower-income households on a meter who need to use a lot of water for reasons they cannot easily avoid. (CCW)

For example, this may relate to household size or certain health needs.

If you think this could apply to you, contact your water company and ask about the current rules.

Priority or Extra Support

Water companies may also provide extra services for customers who need additional support.

For example, someone may need help because of:

  • Disability
  • Age
  • Illness
  • Communication needs
  • Reduced mobility
  • A temporary difficult situation

Therefore, if you need extra help reading bills, contacting the company or managing your service, ask what support is available.

If Your Water Supply Is Interrupted

Occasionally, water supplies can be interrupted because of a burst pipe, planned work or another problem.

Your water company should provide information about the incident.

In England and Wales, customers are also protected by the Guaranteed Standards Scheme, which sets minimum service standards and can require payments where certain standards are not met. (Ofwat)

Therefore, if you experience a serious or long-lasting service problem, check whether compensation may apply.

Complaining About Your Water Company

If something goes wrong, contact your water company first.

Explain the problem clearly.

Then, if the issue is not resolved, use the company’s formal complaint process.

In England and Wales, CCW says you should normally:

First: complain to the company.

Next: ask for the complaint to move to stage two if needed.

Then: take it to CCW if it remains unresolved.

CCW can normally look at the case once you have received the company’s final response or have waited eight weeks. (CCW)

Keep copies of:

  • Bills
  • Emails
  • Meter readings
  • Photos
  • Complaint letters
  • Notes from calls

That makes it easier to show what happened.

Moving Home

Water is easy to forget during a move.

However, a few simple steps can prevent billing problems.

If you have a meter:

First: take the final reading at the old home.

Next: photograph it.

Then: tell the water company you are leaving.

At the new property, do the same again.

This helps show exactly which water use belongs to you.

Water in England

Households in England are normally supplied by the water company serving their local area.

Unlike energy or broadband, household customers cannot normally change water supplier. (Ofwat)

Bills may be metered or unmetered.

In addition, households can normally ask for a meter free of charge, subject to practical limits. (Ofwat)

Therefore, if you are looking to reduce costs, check:

Your current bill

Whether a meter may help

Social tariffs

WaterSure

and:

Other support from your company

Water in Wales

The household system in Wales is broadly similar to England in several important ways.

For example, households are served by the company for their area and cannot normally choose another household supplier. (Ofwat)

Metered and unmetered charging also applies.

Therefore, Welsh households can look at many of the same options, including meters and help with bills.

However, always check the rules and support available from your own company.

Water in Scotland

Water works differently in Scotland.

Most households receive water and wastewater services from Scottish Water.

However, most households do not receive a normal monthly water bill from Scottish Water.

Instead, water and wastewater charges are collected by the local council alongside Council Tax. (Scottish Water)

For most homes, these charges are linked to the property’s Council Tax band rather than the amount of water used. (Scottish Water)

Therefore, simply using less water will not normally reduce an unmetered Scottish household’s water charge.

Even so, saving water still reduces waste and the energy used for hot water.

Are There Metered Homes in Scotland?

Yes.

Some Scottish households are metered.

In that case, Scottish Water bills the household directly, with charges linked to the meter and water use. (Scottish Water)

However, this is not how the majority of Scottish households are charged.

So, if you live in Scotland, first check whether your water charges appear on your Council Tax bill.

Water in Northern Ireland

Northern Ireland has a different system again.

Domestic water services are provided by NI Water.

However, the normal arrangements are not the same as household water billing in England and Wales.

For example, NI Water’s 2025–26 charging scheme stated that it would not issue normal water bills to domestic customers for that period. (Northern Ireland Water)

Some measured properties can have different arrangements, including a domestic water and sewerage allowance where the rules apply. (Northern Ireland Water)

Therefore, if you live in Northern Ireland, use current NI Water guidance rather than assuming that England, Wales or Scotland rules apply.

Water for Businesses

Business water works differently from household water too.

For example, eligible non-household customers in England can choose their water retailer. Scotland also has a competitive retail water market for eligible business customers, while eligibility in Wales is more limited. (Ofwat)

Therefore, businesses may have more choice than households.

This can create opportunities to compare:

  • Retail service
  • Billing
  • Account management
  • Water efficiency support
  • Prices where applicable

We will cover this separately in our Business Water guidance.

Simple Ways to Reduce Water Use

You do not need major equipment to start saving water.

Instead:

First: fix leaks.

Next: reduce unnecessary running taps.

Then: review shower times.

After that: run appliances efficiently.

Meanwhile: use rainwater outdoors where suitable.

Finally, if you are metered, monitor whether your use falls.

Small changes can add up.

A Simple Water Checklist

Ask yourself:

  • Do I know how my water bill is worked out?
  • Is my home metered?
  • Could a meter save me money?
  • Is my meter reading correct?
  • Has my water use suddenly increased?
  • Could there be a leak?
  • Do any taps drip?
  • Is a toilet running constantly?
  • Am I using more hot water than needed?
  • Could I qualify for a social tariff?
  • Could WaterSure help me?
  • Do I need extra support from my water company?
  • Do I know who to contact if there is a problem?

Start with the questions that matter most to your home.

Then work through the rest when needed.

Quick Summary

Water services work differently across the UK.

In England and Wales, households normally pay their local water company and may have a metered or unmetered bill.

In Scotland, most household water and wastewater charges are collected alongside Council Tax.

Meanwhile, Northern Ireland has its own system.

Where a meter is used, reducing water use can reduce the usage-based part of the bill.

However, even where your bill does not change with use, saving water still has benefits.

So:

First, understand how you are charged.

Next, check for waste and leaks.

Then, look for help if you are struggling to pay.

Finally, remember that hot water uses energy too.

Therefore, saving water can sometimes help you save energy at the same time.

Energility

Understand More. Spend Less. Live Better.