Moving within our area

If you are moving within our supply area, we will do all we can to make it as trouble-free as possible.  To ensure you receive an accurate first bill, click on the relevant link below and complete our online form.

Unsure whether your new property has a meter? Call our Customer Services team on 01737 772000 and they will tell you.


If you are moving into or out of a metered property, you need to give us at least two working days' notice so we can take a meter reading. We can then provide a prompt, accurate bill.

You can let us know online at moving form for existing customers.

If you are moving out and don't give us this notice, you'll be liable for all charges up until:

  • the day on which the meter would normally have been read in order to calculate the charges, or
  • the day on which someone else tells us they have become the new occupier and the meter is read, or
  • the day we find out about the change.

If we have to produce a bill retrospectively, the standing charge will be calculated up until the date you moved out and the volume charge calculated to the date the meter was read.

If you move into a property and don't tell us, you'll be liable for all charges from that date or, if the property is not occupied, the date you took responsibility for charges.
 

If you are moving into or out of an unmetered property, you need to give us at least two working days' notice. We can then provide a prompt, accurate bill.

You can let us know online - use our moving form for existing customers.

If you are moving out and don't give us this notice, you'll be liable for all charges up until:

  • the day on which someone else tells us they have become the new occupier OR
  • we find out about the change.

If you move into an unmetered property and don't tell us, you'll be liable for all charges from that date or, if the property is not occupied, from the date you took responsibility for the charges.
 

Change of Occupancy Metering scheme

We operate a scheme to install meters at properties whenever there is a change of occupancy.  For more details of this scheme please download our factsheet.

If you are assuming responsibility for an unoccupied property, you need to tell us at least two working days beforehand.

Measured (metered) unoccupied properties

If the property has a water meter, the meter will remain in place and we will only bill you for standing charges and charges for surface water drainage.

Unmeasured unoccupied properties

If you are assuming responsibility for an unmeasured unoccupied property you can request us to turn off the supply at the principal boundary stopcock - please tell us at least two days in advance of the start of your responsibility for the property. If you would like us to turn off the supply, please be sure to complete the Unoccupied property section of the moving form for new customers.

If you don't give us adequate notice, the standard charges will remain payable. No allowances will be made in retrospect or on premises vacant for less than three months.

If you request the supply to be turned off, all charges will be waived other than those for surface water drainage (as long as it's economic to bill for this service only).

If the property is unmeasured, you can opt to have a meter fitted.

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