Paying your bill

The buttons below provide all the information you need to find out the best and easiest way for you to pay your water charges, whether making use of our fast and efficient on line payments portal, paying by phone or paying through your bank.

 


You can pay your bill by Direct Debit – it’s the easiest way to pay. You can sign up online too or make changes to an existing arrangement.


1. Use one of the online forms, the quickest and easiest way (click the buttons below)
or
2.  Download a mandate form and send it to us (links at bottom of page)
or
3.  Call our Customer Services team on 01737 772000 (Mon-Fri 8.00am to 6pm) - you will need your customer account number and bank details to hand
 

Four payment dates are available: the 1st8th, 15th or 22nd of each month.  Once your Direct Debit has been set up, we will send you confirmation by post at least seven days before the first payment is due to be taken.

All payments are covered by the Direct Debit Guarantee.

Whether you're paying the whole bill or the agreed monthly instalment, you can do it right here, 24 hours a day, 7 days a week.

The service is free, and can be used with all major debit and credit cards (excluding Diners Club and American Express). All you need is:

  • Your customer account number (shown on your bill)
  • Your payment card details, including the three-digit security number on the back of the card.

Besides Direct Debit and online payments, we offer many other ways to pay :

  • Internet or telephone banking
  • Debit or credit card
  • Using a PayPoint card
  • Cheque or cash
  • At a bank or Post Office

 

Internet or telephone banking

Payment should be made to sort code 57-00-76, account number 00000000 (8 zeroes).

You must provide your full SES Water account number as your reference - this can be found on the front of your bill.

If paying from abroad, please add our International Bank Account Number (IBAN): GB28NWBK60000139608956 or Swift code : NWBKGB2L.

 

Debit or credit card

Please call our automated Freephone Payment Line 0800 587 2936.  You can pay your entire bill or an agreed instalment.  This service is available 24 hours a day, seven days a week.

Before you dial, please have to hand:

  • Your customer account number (shown on your bill)
  • The postcode of the property you're paying the bill for, and
  • Your payment card details, including the three-digit security number on the back of the card.

Alternatively, call our Customer Services team on 01737 772000 and an advisor will transfer you to an automated payment service.  To ensure compliance our advisors are unable to take your card details over the phone.   

 

Using a PayPoint card

PayPoint cards are available for customers paying instalments at either weekly, fortnightly or monthly intervals. We no longer issue giro payment slips for instalments.

To apply for a card, call our Customer Services team on 01737 772000.
 
To use your card, simply take it to any PayPoint outlet and hand it to the cashier with the cash amount you need to pay. The cashier will return your card along with a receipt for the amount of money you have paid. Please keep your receipts as proof of payment.  Only authorised agents will be able to accept your payment card.
 
Payments must be made in accordance with the payment schedule that comes with your bill.  Please allow at least 5 working days for each of your payments to reach your account.
 
If you have a query about your payment card or your account, or if you lose or damage your payment card, please call our Customer Services team on 01737 772000.

 

Cheque or cash

Cheques (or postal orders) should be made payable to SES Water.  Write your customer account number on the back and then send it, together with the payment slip at the bottom of your bill to:

SES Water
London Road
Redhill
Surrey
RH1 1LJ

Please note that post-dated cheques are not accepted and that we do not issue receipts.

Cash can no longer be used for payment in person at our Head Office. 

 

At a bank or Post Office

Customers can pay in cash free of charge at any branch of Nat West in the company's area of supply. Other banks will make a charge if you do not have an account with them.
 
You will need to fill out your payment slip and take it with you. If paying by cheque or postal order, make it payable to SES Water and write your customer account number on the back.
 
If you pay at a Post Office (cash only), please remember to ask for a receipt. The Post Office will charge you their processing fee.

To set up a payment plan to spread the cost of your bill, simply call our Customer Services team on 01737 772000.

Customers with Water Meters - Monthly Budget Payment Plan

Our Monthly Budget Payment Plan enables customers to pay a fixed sum each month.  The payments are set to build up the credit expected to be needed to pay off the next water bill. 

We calculate the payment from how much water you have used in the last twelve months, and then adjust this figure by any outstanding debit or credit on your account. If we don't know how much water you use e.g. for new properties, then we will base your monthly payments on the average use for the size of your household.

We review the Payment Plan annually, and then advise you of what the payments will be for the coming year. 

You can make your monthly payments either by Direct Debit, in which case payment is spread over eleven months, or in cash using a PayPoint card which spreads payment over twelve months. You can select from one of four payment dates in each month : 1st, 8th, 15th or 22nd.

We will cancel the Payment Plan if we don’t receive your payment by the due date, and will then send you a notice requiring the entire amount owing to be paid.

Unmeasured Customers - Instalment Plan

You can pay your unmeasured water bill in two, six, or eight instalments. For two instalments, your payment must reach us by 1st April and 1st October each year. For six or eight instalments, your payment must reach us on the agreed due day of the consecutive months from April to September or April to November respectively.

Payment can be made either by Direct Debit or cash using a PayPoint card. You can select from one of four payment dates in each month : 1st, 8th, 15th or 22nd.

We will cancel the instalment arrangement if we don’t receive your payment by the due date, and will then send you a notice requiring the entire amount owing to be paid.

Welcome to our FAQ page, our Customer Services team have put together a helpful list of the most frequently asked questions that our customers contact us about regarding their bills, if you have a query then you might find the answer you’re looking for here.  If you don’t find your answer or would like to talk to someone about your question then give our team a call on 01737 772000 or email us at CustomerRelations@seswater.co.uk, we’re here to help.

 

How often will I receive my bill?


If you have a water meter, you will receive a bill twice a year.  If you do not have a water meter, you'll receive an annual bill in February / March telling you what your water charges are for the following period 1 April to 31 March.

 

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


If you move into a property that has a water meter, we will send your first water bill typically within about 10 working days of you letting us know you are the new occupier.  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.  Consumption charges will be added on your next bill when we have read the water meter.

For properties without water meters, the first bill can take a little longer as we will look to see if we can fit a water meter at your property as part of our Change of Occupancy Metering programme.  If we decide not to fit a water meter at your property then your first bill will show what you owe from the date you moved in until the end of March in the same billing year.  If we do fit a water meter then you will receive a combined bill with 'unmeasured' charges for the period up to when the meter was fitted, and meter standing charges (as above) from then onwards.

Please read our leaflet 'Change of Occupancy Metering Programme' (pdf) for more details.

 

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.

 

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 a touchtone 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 a touchtone 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.  By speaking to a member of our team they may be able to advise how you could lower your bills as you may benefit from having a water meter fitted or be eligible for one of our discounted tariffs.  Give them a call on 01737 772 000 or take a look at www.seswater.co.uk/helppaying

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 and 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)

If you are on certain means tested benefits or have a low household income and meet certain other criteria you may be eligible for our Water Support scheme, this provides a 50% discount to those facing financial hardship.  Find out more at www.seswater.co.uk/watersupport where you can apply online.


Call our Customer Services team on 01737 772000. Lines are open Monday to Friday from 8am to 6pm. 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 8am to 6pm. 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 CustomerRelations@seswater.co.uk or write to us at:

Customer Services,
SES Water
London Road
Redhill
Surrey
RH1 1LJ

 

Can I pay from abroad?


Yes. Payments 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 full SES Water account number as your reference - it's on your bill.

 

Have SES Water increased their water charges for this year?


Please refer to our charges www.seswater.co.uk/charges

 

Have sewerage charges increased?

We provide drinking water.  Wastewater services will either be provided by Thames Water (we act as a billing agent and bill on their behalf) or Southern Water. 


Please refer to Thames Water's website for information on their charges www.thameswater.co.uk 

Please refer to Souther Water's website for information on their charges www.southernwater.co.uk 

 

How are the charges calculated?


Charges are based on RPI (Retail Price Index) plus an additional amount to enable the company to fund particular investments on its assets.The industry regulator Ofwat determines what this amount should be.

 

I don’t have a meter, how do you calculate my water charges?


If you don’t have a meter your bill is based on the Rateable Value of your property which was assessed and set by the Inland Revenue some time ago. Water companies are required by law to use rateable values to calculate customer’s unmeasured bills. For more details please see the Rateable Value PDF from the Consumer Council for Water.

 

How can I make a payment?


There are a variety of easy ways to pay your water bill, take a look at www.seswater.co.uk/paymybill for all the information you’ll need or refer to the back of your bill for Payment Options.

 

Why is there a Water Support charge of £2 on my bill?


The government has issued guidelines to the Water Industry to help those customers who are facing severe financial hardship and need additional support with their bills.The Water Support charge of £2 directly funds our Water Support scheme which provides a reduction to the water bills of customers who are eligible for the scheme; those on low income thresholds, disabled, elderly and customers who are on certain means-tested benefits.

 

I’ve got arrears on my account, what should I do?


If you have arrears and are able to make a payment you must do this immediately to prevent any recovery action on your account.If you have arrears and are unable to make a payment you should contact our specialist team on 01737 789881 as soon as possible.

If you are a Southern Water or Thames Water sewerage customer you may be eligible for financial assistance through one of their grant schemes, please go to www.thameswater.co.uk/your-account/9038.htm

or www.southernwater.co.uk/charitable-trust-fund for more information or ask one of our team.

 

I need to change the name on the account, how do I let you know?


If you’d like to: 

Add a name to your account

Amend a name on your account due to marriage

You can let us know by emailing our Customer Services Team on CustomerRelations@seswater.co.ukor calling us on 01737 772000.  

If your account is in joint names we may require proof, such as your council tax or another utility bill to make changes to the named account holders.  Please contact us by phone or email for more information. 

If you need to advise us of a deceased account holder we can do this over the phone or you can send us an email with the details.

If you have changed your name through divorce or deed poll we will require official documentation in order to make the change on your account. 

 

Could I be saving money with a water meter?


Yes, you might be able to save money with a meter, many of our customers do. As a general rule, if you have more bedrooms than people in your home you may be better off on a water meter. The easiest way to check is to use our Water Savings Calculator www.seswater.co.uk/pages/home/saving-water/water-energy-calculator/

 

I’ve checked the calculator and it looks like I will make savings by switching to a meter, how do I apply to have a water meter fitted?


If you’d like to apply for a water meter you can do it online here www.seswater.co.uk/pages/home/water-meters/ alternatively you can call us to apply over the phone.  It’s easy to arrange, most of the time they can be fitted outside of your property so you don’t need to wait in and be there when our inspector visits.

 

What are the best ways for me to save water, energy and money in my home?


Water is a precious resource, reducing the amount you use can help to conserve it but may also help you to save energy and money in your home.  We have lot of advice and useful tips to help you save water and we also provide free Water Saving Devices which you can order online here https://www.savewatersavemoney.co.uk/suttoneastsurrey/free-water-saving-products

 

I’d like to set up a Direct Debit, how can I do this?


The quickest and easiest way for you to do this is to complete a form online and submit it to our Customer Services Team, they’ll make the necessary arrangements and we’ll confirm in writing as soon as it’s set up.Then you don’t need to worry about calling and making a payment.http://www.seswater.co.uk/pages/home/your-bill-and-account/paying-your-bill/?tabid=601  Alternatively you can call us and we can take the details over the phone.

 

I already have a Direct Debit set up on my account but I’d like to change it


The easiest way to do this is online, simply fill in the new details and submit it to us http://www.seswater.co.uk/pages/home/your-bill-and-account/paying-your-bill/?tabid=601 Alternatively you can call us and we can take the details over the phone.

 

What is 1 cubic metre of water equivalent to?

 

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