Your Charges Explained 2019-20 Contents Introduction

Your charges explained 2019-20 Contents Introduction

Each year we set our charges according to price limits that are determined by Introduction 1 Ofwat every five years. Prices were set for the period between 2015-2020 following reviews that started in 2014. Charges 2019-20 2 This leaflet explains more about Ofwat’s price limits, how you are charged and How you are charged 3 where the money goes. Metered customers 4 Charges for Bristol Water and Wessex Water are collected by Bristol Wessex Billing Services Limited (BWBSL). Unmetered customers 6 Charges applicable from 1 April are published on company websites early in Where your money goes 8 February. Visit bristolwater.co.uk or wessexwater.co.uk or call 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm). Common questions 10 Further information about charges is also available from our regulator Do you qualify for the surface www.ofwat.gov.uk water rebate 12

1 Charges 2019-20 How you are charged Our charges from 1 April 2019 to 31 March 2020 are shown below. Charges for water and sewerage The difference between Metered charges Bristol Water Wessex Water services are either based on how metered and unmetered Water supply much water you use (metered charge) charges or the rateable value (RV) of your Standing charge per annum £41.00 - property (unmetered charge). We make sure that the difference Since 1991, meters have been between metered and unmetered bills Charge per cubic metre £1.3328 - installed in all newly built properties, reflects the difference in the cost of and Bristol Water’s aim is that all providing these services. By using the Sewerage properties will be metered on change average amount of water that an Standing charge per annum - £56 of occupancy. unmetered household would use, All household customers have the we calculate what an average Abated standing charge per annum* - £35 option to ask for a meter to be household’s bill would be if it was installed free of charge. paying on a metered basis. This is then compared with the actual average Charge per cubic metre - £1.8779 If you live on your own, have a small family, live in a house with a high unmetered bill to ensure it reflects the WaterSure Plus rateable value, or you are a low water difference in costs. user, you could pay less on a meter. A metered bill is higher than an Water supply charge per annum £163 - unmetered bill because it costs us How the charges are set more to serve the customer with a Sewerage charge per annum - £212 Our customers are a very important meter. These extra costs include the part of our process for setting charges. maintenance, replacement and Unmetered charges Bristol Water Wessex Water We consult with them at length and reading of the meter and the costs of take their views into account in our sending two bills every year instead Water supply five-yearly business plan. There’s more of one. information on pages 8 and 9 about Standing charge per annum £33.00 - When comparing metered and where we are investing. unmetered bills, you must look at the Poundage charge per £ of RV £1.1090 - Our economic regulator, Ofwat, then overall bill and not just the separate examines our plan and sets a price elements. It is not appropriate to make Sewerage formula that enables us to put the direct comparisons between one plan into practice while limiting element of a bill for unmetered and Standing charge per annum - £7 increases in our charges each year. metered, as they do not cover the same services. Poundage charge per £ of RV - - Within these limits, we may need to change individual charges by different Few customers have an average bill Full - £1.6379 amounts so that charges to customers as many factors determine individual are fair in reflecting the cost of the households’ bills. Abated poundage charge** - £1.5132 services. For example, this means that the change in unmetered charges Surface water only per annum - £47 could be less or more than charges for metered services. * the abated standing charge is payable where no part of the property is connected for surface water drainage. ** the abated poundage charge is payable where no part of the property is connected for surface water drainage.

2 3 Metered customers

Metered charges Your bill If you have a meter your water charges are based on the amount of water you If you have a water meter you will be billed in arrears, normally twice a year, use. for the water you have used. Payment is due immediately unless you have a payment arrangement with us. If you have recently had a water meter fitted, Where a metered bill spans a period before and after 1 April 2019, we charge for your first bill will normally arrive within six months of your meter being fitted. water used before 1 April at 2017-18 rates and water used after that date at 2019-20 rates. We assume that use is consistent throughout the entire billing period. Sewerage charges, where applicable, WaterSure Plus are applied on the same basis. To help increase the use If you have a water meter and need working tax credit, housing benefit to use a large amount of water for or universal credit. Sewerage charges of meters, Bristol Water reasons you can’t control, WaterSure In addition, you must either: Sewerage is normally charged on the aims to fit meters to all Plus may be able to help. WaterSure • receive child benefit for three or assumption that 95% of the water used properties on change of Plus puts a limit on the amount you more children under 19 living in returns to the sewer. occupancy. have to pay. your household, or The 5% allowance covers virtually all To qualify for WaterSure Plus, you • have someone in the household household situations, eg, evaporation, car must receive one of the means- with a medical condition that washing, drinking, cooking and all garden related use (including normal use of tested benefits or tax credits, such as causes them to use significantly hosepipes, sprinklers, paddling pools and hot tub top ups). It also takes into income support, income-related more water. account wet and dry years. employment and support allowance, The average UK household uses 130 m 3 of water per year. The 5% allowance See our website for more information: bristolwater.co.uk/struggling-to-pay amounts to about 6,500 litres or 1,430 gallons. or wessexwater.co.uk/watersureplus or call 0345 600 3 600 If considerably less than 95% of your water use is returned to the sewer, please (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm). let us know and we’ll find out if you qualify for a reduction in charges. Water supplies to new homes will be metered as no rateable value exists for Pension Credit discount these properties. If you receive Pension Credit or state pension is your only income, we may be If we can't fit a meter because of space or other technical constraints we can able to offer you a discount of around 20% off your bill. For an application form, offer you an assessed charge based on the number of bedrooms in your call 0345 600 6 600 (24 hour automated service) or visit property. wessexwater.co.uk/pensioncredit or bristolwater.co.uk/struggling-to-pay

Metered standing charges The standing charges are annual fixed charges and each metered bill includes a Saving water proportion of the standing charge based on the number of days since the last meter reading. Applying some simple water saving measures around the home may help you save money, energy and water – to find out more and to order a FREE water The metered water supply standing charge covers some of the cost of reading saving pack go to our website: bristolwater.co.uk/savewater the meter, its repair or replacement and billing costs. Apply a few of these tips to save water and the environment: Meter sizes vary and your meter connection may determine the level of your • repair dripping taps or leaks sewerage standing charge. The metered sewerage standing charge includes • turn the tap off when cleaning your teeth billing costs and the costs associated with the collection and treatment of • take a short shower instead of a bath surface water and highway drainage. • always fully load your washing machine or dishwasher • collect rainwater in a water butt to water plants.

4 5 Unmetered customers

Unmetered charges – charging on the basis of your rateable value Unmetered standing charges If you pay for your water on an unmetered basis, the rateable value of your The unmetered standing charges are applied for both water supply and property is used to calculate your bill. Rateable value was used up to 1990 as the sewerage. Part of this covers the cost of billing as well as an element that reflects basis of the general rate bill paid to your local council. Values were assessed and some of the fixed costs of providing you with water and/or sewerage services. changed by the Valuation Office of the Inland Revenue and based loosely on the Each water company decides what proportion of fixed costs to include in its rental value of a property. standing charges so standing charges can vary considerably between different A number of factors were taken into account when assessing the rental value, companies, as they do for Bristol Water and Wessex Water. including the size of the property, general condition and availability of local services. We don’t know exactly how individual values were calculated because Your bill it was never our responsibility. Unmetered customers normally receive one bill each year and the charges are payable in advance because we know the full year’s charge right from the start. In 1990 the government introduced the community charge (poll tax) and the Valuation Office stopped assessing or changing rateable values. The community Most of our customers spread the cost of their bill with an instalment charge was replaced by the council tax and the Valuation Office started arrangement. For customers who prefer standard options, payment can be made assessing council tax bands. in full by 1 April or in two half-yearly amounts due on 1 April and 1 October. Unlike rateable values, these bands are based on the actual value of a property If you don’t pay the first half in April, the total bill has to be paid immediately. rather than the rental value. The two assessments can’t be compared and a change to the council tax banding does not change a rateable value. By law water companies have the right to continue using rateable values as the basis of charge. The Valuation Office no longer deals with rateable values and Switch to a meter there is no mechanism in place to change them. If you live on your own, have a small family, It’s important to remember that if your water bill is based on the rateable value live in a house with a high rateable value, or of your property, it isn’t directly related to your use of water and/or sewerage you are a low water user, having a water services. So if you feel your unmetered charge is higher than your water use you meter could help you lower your bill. We can can normally have a water meter fitted free of charge. normally fit a meter for free and if we’re The single occupier discounts associated with the council tax don’t apply to unable to fit one we may be able to offer an water or sewerage charges, but if you are a low water user a water meter could alternative charge. We’ll let you try it out with help you lower your bill. the option to go back to paying on an unmetered basis*. Apply online at You may find that your neighbour lives in a similar house but the rateable value for each property is different, which means your water and sewerage bills will be bristolwater.co.uk/meterrequest or request different too. a leaflet and application form by calling 0345 600 6 600 (24 hour automated service). If you use a sprinkler or have a swimming pool you must have a metered supply *This option lapses after you have been billed for two years on (or pay a sprinkler tariff). For details about how to apply for a meter, see opposite the metered charge. You can only make this change once. It page. does not apply if you’ve had a meter fitted through our change of occupancy policy.

7 6 What we do for you What we do for you

Saving water helps the samples and test it to make sure it is safe Wessex Water provides your sewerage service. environment for everyone to use. Did you know a two Every day we safely take away your sewage and waste water and treat it so it can be We carefully manage our water sources litre premium branded bottle of water is returned to the environment. But that’s not all we do... so you have enough water when you 270 times more expensive than two Protecting your rivers, Looking after your home Making the most of need it, but at the same time we ensure litres of tap water! lakes and the sea We look after sewers and your waste we don’t take any more than we need to By maintaining an manage waste water to During the sewage treatment from the environment. Saving water in Always here to help Sometimes you need to get in touch. But underground network of minimise risk of flooding. process we generate your home helps protect the pipes and treating sewage to renewable energy, which is don’t worry, if there’s a problem we’re We’re investing in upsizing environment. a high standard we keep local sewers or building large used to power homes and on hand 24 hours a day to deal with watercourses healthy and underground tanks to cope businesses. emergencies and help. Our customer You have a reliable supply of free from pollution. with our growing population. water service is rated the best out of all water and sewerage companies We’re renewing pipes and fixing visible Get involved leaks the same day to save water. In your Every day we’re working in your local area we take care of 4,200 miles of water Spot a leak? community visiting schools to help educate mains and use modern techniques to Call our Leakline 0800 801 011 children about the importance of the water identify and fix leaks. if you spot one on the road, or if you cycle, supporting environmental projects and suspect you may have a leak at home, working with partners, such as debt advice Your tap water is clean, safe and visit: bristolwater.co.uk/leaks agencies, to help those customers who need ready to drink that extra care. Find out more at Every day your water gets treated to the wessexwater.co.uk/community highest standard before being pumped to your home. We take daily water Your comments Our promises If you have any comments or complaints Wessex Water offers customers the best about the services we provide, our overall guarantees in the industry which enquiries and complaints leaflet which apply to our sewerage services, such as Our promise Your comments forms part of our core customer sewer flooding, and to customer services. The Bristol Water Customer Promise If you have any comments or complaints information shows how you can get For a full list of our promises visit details the levels of service around water about the services we provide, our code in tWouec vha. lIufe y yoouu ra orep iuninohn aspo ppyle wasiet hjo tinh oe ur wessexwater.co.uk/promises or call quality and supply, customer service and of practice for enquiries and complaints resopnolninsee c yuostuo mreecr ereivsea, rycoh up acnaenls t. hYeonu can tell 0345 600 3 600 (Monday to Friday, us what you think of our services, how we billing that you can expect from us, and shows how you can get in touch. If you contact the Consumer Council for 8am to 8pm; Saturday, 8am to 2pm). can improve and help us plan for the future. what compensation we will pay if we don’t are unhappy with the response you Water, the independent customer meet these targets. For more information Visit: bristolwater.co.uk/letusknow receive, you can then contact the watwcehsdseoxgw oart,e irn.c soo.umk/eh cavaesyeosu, rtshaey Water Your view matters visi t bristolwater.co.uk/promise or call Consumer Council for Water, the Services Regulation Authority We value your opinion so please join 0345 702 3797 (Monday to Friday, independent customer watchdog or, (Ofwat). For more information visit: our online customer research panel. 8am to 8pm; Saturday, 8am to 2pm) to in some cases, the Water Services wessexwater.co.uk/policy You can tell us what you think of our request a copy. Regulation Authority (Ofwat). (www.ccwater.org.uk and services, how we can improve and For more information visit www.ofwat.gov.uk) or call 0345 600 3 help us plan for the future. Visit: bristolwater.co.uk/policy 600 (Monday to Friday, 8am to 8pm; wessexwater.co.uk/haveyoursay Saturday, 8am to 2pm) for a leaflet.

8 9 Common questions

Why are the charges for Bristol Water and Wessex Water different? I switched to a water meter. Can I go back to how I was paying before Bristol Water provides you with your water supply service and Wessex Water it was fitted? provides your sewerage service. The costs of providing these services are Household customers who have chosen to have a water meter fitted sometimes different and this is reflected in the approved charges of both companies. wish to return to paying on an unmetered basis. You may only make this change once and this option lapses after you have been billed for two years on Why are unmetered charges billed in advance? the metered charge. You will have to pay for the metered water and sewerage Originally charges were collected by local authorities who provided sewerage services used to date. If you do decide not to be charged on a metered basis, we and/or water services. They charged in advance in the same way that the council tax will not normally physically remove the meter. is now billed. While we continue to bill in advance, customers can choose to take It does not apply if you’ve had a meter fitted through our change of occupancy advantage of different payment options to spread the cost of the bill over the year. policy. Why do I have to pay standing charges? I am moving home. What should I do? Standing charges for metered customers contribute towards the cost of reading the meter, its repair or replacement and billing costs. Some of these costs are If you are moving please call us on 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm) or complete our online form at recovered through the water supply standing charge and the rest through the bristolwater.co.uk/moving or wessexwater.co.uk/moving so that sewerage standing charge. we can amend your bill. We recover the costs of dealing with surface water and highway drainage with a If you have difficulty reading your meter, please give us five working days’ fixed charge because these costs bear no relation to the volume of water used. notice and we will take your final meter reading for you. The unmetered standing charges are the same for water supply and sewerage and part covers the cost of billing and the fixed costs of providing you with water Properties with a larger than average plot size are already subject to compulsory metering on change of occupancy. We now aim to install a meter on all properties and/or sewerage services. that are currently unmetered when there is a change of occupier due to the property being sold or a new tenancy agreed. I'm struggling to pay my bill, what can I do? Money can be a worry for all of us and sometimes we struggle to pay our bills. Do I have to pay charges if I am renovating my property? If you are in financial difficulty talk to us today and we may be able to help you: Yes. If you are using water full charges are payable. If you have an unmetered • spread the cost of your bills supply you can choose to have a meter and be billed for what you use. • pay us directly from your benefits • lower your water bill • repay debt and get back on track. Visit: wessexwater.co.uk/tap or call 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm). Organisations such as Citizens Advice, StepChange and National Debtline, offer free, independent and confidential debt advice.

10 11 Do you qualify for the surface water rebate?

The cost of removing and treating rainfall that falls on your property is included in your sewerage bill.

If you can prove that the majority of the rainwater from your property doesn’t drain to a public sewer you could be entitled to a reduction in your sewerage bill. To claim, you must prove that:

• the majority of rainfall from your roof or shared roof drains into a soakaway at the front and rear of your property • the majority of rainfall from your garden, drive, patio or yard runs off into the ground.

Your claim will be unsuccessful if:

• you use a water butt but have no soakaways • rainwater from your roof runs indirectly to a sewer, eg, across a pavement, driveway or hard-paved areas.

A soakaway is where water from your roof, etc, is piped to some type of underground concrete or plastic chamber, tank or simple pit filled with stone or gravel, inside or outside the boundary of the property, or shared with adjacent properties and normally at least three to four metres (10 to 15 feet) away from the house foundations.

Most properties are connected to a public sewer and are not entitled to the allowance.

It’s free to make a claim.

Visit wessexwater.co.uk/surfacewaterdrainage or to request a leaflet and application form call 0345 600 6 600 (24 hour automated service).

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