Important Information about your Sewerage charges

For over 10 years we have provided a single bill for water and sewerage services even though the service itself has been provided by different companies.  This is due to an agreement Sutton and East Surrey Water had with Thames Water to collect sewerage charges on its behalf.  Thames Water has now advised us that it would like to resume sending out sewerage bills directly to its 'large volume' Non-Household (NHH) customers and hence the arrangement of having both services on a single bill will end on 17 May 2016.

We have set up this information page for you to provide answers to some of the questions you may have.  If you'd like to speak to someone you can call our Customer Services team on 01737 772000, available Monday - Friday from 8am until 7pm and Saturday from 8:30am until 12:30pm or drop us an email using the dedicated email address wastecharges@waterplc.com.

 

 

FAQ's

Why will I no longer be able to receive a single bill showing the water and sewerage charges?

Due to a change in policy, Thames Water, your sewerage provider has advised us that it would like to bill directly its ‘large volume’ Non-Household sewerage customers ahead of the competitive market opening in April 2017.  The previous arrangement of having both services on a single bill will therefore end on 17 May 2016.

 

What is a 'large volume ' customer?

A large volume customer is one who uses 5 megalitres or more of water per year.

 

I would like to keep receiving just one bill for my water and sewerage, how can I do this?

If you’d like to benefit from the convenience of just one single bill for your water and sewerage services you will be able to choose your Retailer when the competitive market opens in England in April 2017.  We will be in touch with you again shortly to tell you how you could select Sutton and East Surrey Water as your chosen Retailer.  If you want to speak to us now please call Nigel Hammond on 01737 785842.

 

I have been receiving a water and sewerage bill from Sutton and East Surrey Water and pay by monthly direct debit, what will happen about my future payments?

If you have a direct debit set up with Sutton and East Surrey Water this will automatically continue for your water services payments only.  We will adjust the monthly amount to just reflect your water charges.  You will need to discuss with payment arrangements with Thames Water for your sewerage services payments.  They will be contacting you to tell you about this.

 

When can I expect my bills in future?

Your bills from Sutton and East Surrey Water for water charges will be billed at the same time and in the same frequency as before.  Thames Water will be contacting you about your sewerage charges bills.

 

How will Thames Water know how to much charge for sewerage?

We will be providing the water meter readings to Thames Water such that they can calculate your sewerage bill.

 

I have a query with my final sewerage reading, who do I contact?

For your final bill issued by Sutton and East Surrey Water you should contact us on 01737 772000 (www.waterplc.com/contactus).  For any future queries related to your sewerage account will need to contact Thames Water on 0800 980 8800 (www.thameswater.co.uk).

 

Who should I contact about my water services or charges?

Sutton and East Surrey Water remains your water service provider and our contact details can be found here www.waterplc.com/contactus.  Our Customer Services team are available Monday to Friday 8am until 7pm and on Saturdays from 8:30am until 12:30pm.

 

Who should I contact about my sewerage services or charges?

You will need to contact Thames Water directly regarding your sewerage services or charges on 0800 980 8800.

 

I have an issue with my sewerage supply who should I contact?

Please contact Thames Water regarding your sewerage supply on 0800 980 8800.

 

I have an issue with my water supply who should I contact?

Please contact Sutton and East Surrey water regarding your water supply on 01737 772000 (www.waterplc.com/contactus).


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