Sutton and East Surrey Water

Have a question? Scroll down the list below for the answer. If your question doesn't appear, call our Customer Services team on 01737 772000, or email them at customer_accounts@waterplc.com

 

How often will I receive my bill?

I've just moved in. When will I receive my bill?

What are the benefits of paying by direct debit?

When will my direct debit payment leave my bank account?

I am paying by instalments. Will I get confirmation of my payment plan?

Will my payment plan continue next year?

Can I change my payment plan?

My bank details have changed. What should I do?

Does my payment plan include arrears?

Will I pay extra for any of the payment methods?

How do I check my balance?

How do I know if my cheque has been received?

Can I get help paying my bill?

I received my bill and have a query about a previous payment. What should I do?

Can I pay from abroad?

 

How often will I receive my bill?

If you have a meter, you will receive a bill twice a year.

If you do not have a meter, you'll receive an annual bill in either February or March telling you what your water charges are for the period 1 April to 31 March, and how they have been calculated.

 

I've just moved in. When will I receive a bill?

When you move to a new property, you will receive your first bill within 10 working days of letting us know you are the new occupier. For un-metered properties, this will show what you owe from the date you moved in until the end of March in the same billing year.

For metered properties, the bill will just show the standing charge calculated pro rata to either the end of September or the end of March, depending on when you moved in.

The exception to this rule is if the property is un-metered and has been selected for our Change of Occupancy Metering Programme. For more details of what happens in these cases, read our leaflet 'Change of Occupancy Metering Programme' (pdf). 

 

What are the benefits of paying by direct debit?

Payments are taken from your account automatically, so you never forget to pay your bill. It's quick, simple and a secure way of paying your bill. The terms of the Direct Debit Guarantee provide that:

• we must notify you in advance of any change in the amount or date of payment
• we must guarantee you a full and immediate refund if we make a mistake, and
• you can cancel it at any time by writing to your bank or building society.

To set up direct debit payments, call our Customer Services team on 01737 772000 or download a direct debit form. We'll confirm the date and amount 14 days before the first payment.

Direct Debit form for an unmeasured property (pdf)

Direct Debit form for a measured (metered) property (pdf)

When will my direct debit payment leave my bank account?

When you set up the arrangement, you can choose from four payment dates - either the 1st, 8th, 15th or 22nd of the month. Under the terms of the Direct Debit Guarantee, if we have to change the selected date we will write first to let you know.

 

I am paying by instalments. Will I get confirmation of my payment plan?

Yes, we will send you a statement within 10 working days of setting it up.

 

Will my payment plan continue next year?

Yes, but the instalments may be adjusted slightly to take account of any changes in charges or your water usage.

 

Can I change my payment plan?

Yes, anytime by ringing our Customer Services team on 01737 772000. Lines are open from Monday to Friday, 8.30 am to 5 pm. Please have your six or eight-digit account number available.

 

My bank details have changed. What should I do?

Call our Customer Services team on 01737 772000. Please have your six or eight-digit customer account number available.

 

Does my payment plan include arrears?

Yes, they are usually included in your plan.

Will I pay extra for any of the payment methods?

We do not charge extra but your bank may charge you for direct debit or cheque payments. Please check. The Post Office charges a fee for over the counter payments.

 

How do I check my balance?

Have your six or eight-digit customer account number to hand and call our Freephone payment line on 0800 587 2936. Our automated system will give you an up-to-date balance. If you've just made a payment, allow three to five working days for our system to be updated.

This is an automated speech recognition system and does not transfer to a live operator.

 

How do I know if my cheque has been received?

Have your six or eight-digit customer account number to hand and call our Freephone payment line on 0800 587 2936. Our automated system will give you an up-to-date balance. If you've just made a payment, allow three to five working days for our system to be updated.

This is an automated speech recognition system and does not transfer to a live operator.

 

Can I get help paying my bill?

If you are having difficulty, please contact us straight away. We may be able to help by setting up an instalment plan so you can spread your payments. We may even be able to agree weekly or fortnightly instalments. You can choose your payment date.

You should also seek independent advice from organizations such as the Citizens Advice Bureau, Consumer Credit Counselling Service and the National Debtline.

If you are on certain benefits, we may be able to arrange for your payments to be deducted at source, so you never have to remember to pay our bill. This arrangement is called WaterDirect. Find out more by clicking on Our Code of Practice on Debt for Domestic Customers (pdf).

You may be eligible for financial help if you are on a meter and someone in your household receives a specific State benefit; you have a family of three or more children, or a medical condition which requires the use of extra water. This scheme is called WaterSure. Find out more by clicking on our WaterSure Fact Sheet (pdf). If you think you may qualify, call our Customer Services team on 01737 772000 or download a WaterSure Application Form (pdf)

For general advice, call our Customer Services team on 01737 772000. Lines are open Monday to Friday from 8.30 am to 5 pm. If you are trying to contact us from outside the UK, please call +44 1737 772000.

 

I received my bill and have a query about a previous payment. What should I do?

Have your six or eight-digit customer account number available and call our Customer Services team on 01737 772000. Lines are open Monday to Friday from 8.30 am to 5 pm. If you are trying to contact us from outside the UK, please call +44 1737 772000.

If you paid by cheque, please have the cheque number available and the date it was sent to us. If you are querying online or direct debit payments, it's a good idea to have your bank statements available.

Email us at customer_accounts@waterplc.com or write to us at:

Customer Services,
Sutton and East Surrey Water plc,
London Road,
Redhill,
Surrey,
RH1 1LJ.

 

Can I pay from abroad?

Yes. It should be made to sort code 57-00-76, account number 00000000 (8 zeroes). You will need our International Bank Account Number which is GB28NWBK60000139608956 or Swift Code NWBKGB2L. Please use your Sutton and East Surrey Water account number as your reference - it's on your bill.