We prefer to fit water meters outside, usually in a footpath, where they are easy for us to read and maintain without having to disturb you.
Water meters are extremely reliable and accurate and are approved for accuracy by their manufacturer.
Meter readings
We will read the meter to your premises quarterly. If we have not been able to take a meter reading, we will bill you based on estimated consumption. If you would prefer to be billed on the volume registered by your meter, you can take a reading and submit the actual meter read.
Please note the meter is the property of Icosa Water Limited regardless of its location and it is a criminal offence to tamper with or remove it.
How to read your meter
Reading the meter is very easy. A typical water meter will have the following dials on it:
The black and white numbers. These numbers show how many cubic metres of water you’ve used. We calculate your bill using this reading.
Red and white numbers. These numbers show fractions of one cubic metre. We do not need these numbers to calculate your bill.
Moving your meter
You can apply to us in writing to have your meter moved. We are not obliged to move it but if we feel that it can be relocated we will confirm this to you in writing and advise you of the costs involved.
Meter accuracy
If a meter isn’t working properly it tends to under record rather than over record. So, where meter readings are higher than expected, this generally means more water has been used since the last meter reading or you’ve got a leak on your water supply pipe or inside your premises. If you don’t think your meter is working properly, please contact our Customer Services Team 0330 111 0780.
Problem with your meter
Water meters are extremely reliable and accurate and are approved for accuracy by their manufacturer.
The meter will be tested where it is and if necessary, be removed and replaced within 40 days. There will not be a charge for the test if the meter is found to be faulty. If you disagree with the results of the initial test, then you can request for the meter to be removed and sent off for independent testing. If the test confirms that the meter complies with the limits of error set in the Measuring Equipment (Cold-water Meters) Regulations 1988, you will be liable for the cost of the test, including replacement of the meter, postage and packaging and other admin costs, up to a maximum of £70.
If the meter is found to be over recording, charges will be adjusted to reflect the correct level of consumption either from the date that the meter became faulty, or if this is not known, then from six months prior to the date of the last reading taken by ourselves.
If the meter is found to be under recording, then the charges will not be backdated. We will provide you with a copy of the meter test report as soon as it becomes available.
Meter charges
We charge you on the amount of water recorded by your meter plus a fixed charge. The wastewater services part of the bill is also based on your meter readings.
We will send your bill every 6 months based on an actual meter reading, taken whenever we can. If we send you an estimated bill, we will adjust your bill when the meter is next read. Or, if safe to do so, you can read your own meter and let us know. We’ll then send you an updated bill. You can also call us on 0330 111 0780 to submit your meter reading.
Most metered customers pay:
A charge for the quantity of water used, based on the amount of water used as measured by the water meter
A standing (fixed) charge which covers the cost of reading and maintaining the meter
A charge for water recycling (including sewerage), normally based on 90% of the water supplied as measured by the meter. The 10% ‘reduction’ allows for activities like garden watering and car washing. However, if you can demonstrate that less than 90% of your water is returned to our sewer, please contact us to discuss whether a greater ‘allowance’ is appropriate
A standing charge for water recycling/ sewerage services, which cover the costs of maintaining the sewerage system and of disposing of any surface water drainage.
These charges should all be reflected on your bill.
Although no usage charges will apply to properties that are unoccupied, standing charges will still apply. These charges will continue to accrue unless a specific request has been submitted to us to turn off your supply.
If your property is not connected to a surface water drain, we will not charge you for this service. If you believe you are being incorrectly charged, then please contact the Customer Services Team on 0330 111 0780.
Please note that if we are not the water or wastewater provider for your area, you will need to contact your other provider. If you are unsure, please contact our Customer Services Team on 0330 111 0780.
Unexplained high bill
If your meter reading is higher than usual it is possible that you have a leak. You are responsible for repairing any leakage on your supply pipe, although we can offer you useful advice on repairing such leaks. You can contact us on 0330 111 0780 so we can offer you advice and help in this respect.
If the leak is on our system, you may be entitled to a leakage allowance. Details of how leaks are dealt with and how the leakage allowance works are contained in our Code of Practice on Leakage.
Submit your meter reading
If you wish to submit your own meter reading please do so using here.
If your property does not have a water meter, you can apply for a water meter to be fitted.
Important note for tenants: You must be the bill payer and have your landlord’s permission.
