## Frequently Asked Questions ### How do I pay? **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**](tel:) and select **option 1.** ### Who do I contact to make a complaint? Please call us on [**03451 482 909**](tel:) **option 1** for billing complaints **option 2** for operational complaints. ### Can I get help paying my bills? 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**](tel:) and select **option 1** to discuss the options which may be available to you. ### Is there any help I can get to better understand my bill? Please refer to the [**Household Customer Bills Explained**](/services/water-services/tidworth-water-services/household-customer-bills-explained "Household Customer Bills Explained") section of our website ### How do I change the name on an account? We would need permission from the current account holder. Please call us on [**03451 482 909**](tel:) and select **option 1**, Monday to Friday 8.30 - 4.30pm, or email [**tidworth.billing@veolia.com**](mailto:). ### How can I set up a direct debit? Direct debit is the easiest and most environmentally friendly way to pay your bill. Please call us on [**03451 482 909**](tel:) and select **option 1** to set up a direct debit. ### What should I do if I'm moving home? Please make sure you give us at least two days' notice by completing our [online form](/services/tidworth-water-services/resident-enquiries "Tidworth Resident Enquiries"). Alternatively, please email [**tidworth.billing@veolia.com**](mailto:tidworth.billing@veolia.com) or call [**03451 482 909**](tel:) and select **option 1**. ### What are your charges? Please refer to the [**Household Customer Bills Explained**](/services/water-services/tidworth-water-services/household-customer-bills-explained "Household Customer Bills Explained") section of our website ### What should I do if I have a leak? For leaks and other emergencies ring [**03451 482 909**](tel:) and select **option 2**, 24 hours a day. ### Can I get a reduction in my charges if I have a soakaway? You may be eligible for an abated tariff if you have a soakaway. Please contact us on [**03451 482 909**](tel:) and select **option 1**, Monday to Friday 8.30 - 4.30pm, or email [**tidworth.billing@veolia.com**](mailto:). You may be able to go on an abated tariff. ### Can I get a reduction in my charges if I have a leak? If you have a leak on your supply, you may be eligible for a leakage allowance. Please refer to the [**Leaks on Supply Pipes**](https://www.veolia.co.uk/sites/g/files/dvc1681/files/document/2016/08/5141_LEAKS_ON_A_SUPPLY_PIPE.pdf) section of our website, or contact us for more information. ### Can you help with alternative ways of communication? 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. ### Can I switch supplier? 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**](tel:), Monday to Friday 8.30 - 4.30pm, or email [**tidworth.billing@veolia.com**](mailto:). ### Can you install a water meter at my home? In many circumstances we can install a water meter free of charge. Please contact us on [**03451 482 909**](tel:) and select **option 1** or email us at [**tidworth.billing@veolia.com**](mailto:tidworth.billing@veolia.com) to enquire. **How can we help?** Find out more about how we can support your business. Our experts are always on hand to deal with your request. [Contact Us](https://www.veolia.co.uk/services/tidworth-water-services/commercial-enquiries)