Frequently Asked Questions

There are various ways in which you can pay:

Online via your own bank
Direct Debit
Standing Order
Payment card
At a post office (including by cheque)
Over the phone using a debit or credit card (no Amex please)

Please do not send cash through the post, and always keep your receipt as proof of payment. For more information please refer to the reverse of your bill

Contact Number: 03451 482 909 and select option 1.

Please call us on 03451 482 909 option 1 for billing complaints option 2 for operational complaints.

If you have any problems with paying your bill, please contact us immediately.

There are various ways in which we may be able to help you to pay your bills.

We can discuss a payment plan to suit your individual needs, and under certain circumstances, customers may be eligible for a reduction in their charges. We have a number of schemes available which can limit, or reduce the amount which customers are charged:

• Customer Protection
• Social Tariff 
• for low income pensioners

Please call us on 03451 482 909 and select option 1 to discuss the options which may be available to you.

Please refer to the Household Customer Bills Explained section of our website

We would need permission from the current account holder. 

Please call us on 03451 482 909 and select option 1, Monday to Friday 8.30 - 4.30pm, or email [email protected].

Direct debit is the easiest and most environmentally friendly way to pay your bill. Please call us on 03451 482 909 and select option 1 to set up a direct debit.

Please make sure you give us at least two days' notice by completing our online form. 

Alternatively, please email [email protected] or call 03451 482 909 and select option 1.

Please refer to the Household Customer Bills Explained section of our website

For leaks and other emergencies ring 03451 482 909  and select option 2, 24 hours a day.

You may be eligible for an abated tariff if you have a soakaway. Please contact us on 03451 482 909 and select option 1, Monday to Friday 8.30 - 4.30pm, or email [email protected]. You may be able to go on an abated tariff. 

If you have a leak on your supply, you may be eligible for a leakage allowance.

Please refer to the Leaks on Supply Pipes section of our website, or contact us for more information.

Basic services such as large print, Braille translations, and third party assistance are available for all visually or hearing impaired customers. Correspondence in alternative languages can also be arranged. 
 

The Water Services Regulation Authority (OFWAT) has entrusted Veolia Water Projects Ltd (VWPL) with a position of great responsibility within the local community as they are required to supply services that are essential to life and to the local economy. 

Due to the defined nature of the water supply network, it is not possible to switch suppliers. However, if you wish to talk to a VWPL representative about your services, please contact us on 03451 482 909, Monday to Friday 8.30 - 4.30pm, or email [email protected]. 

In many circumstances we can install a water meter free of charge. Please contact  us on 03451 482 909 and select option 1 or email us at [email protected] to enquire.