Paying your bill
There are a number of ways in which you can pay your bill.
We send our bills out on a bi-annual basis with the full balance due within 10 working days of receipt. You can arrange to pay your bills in monthly, fortnightly or weekly instalments. Please note, it is your responsibility to check your bills.
If you wish to arrange billing and payment dates and methods, please call us on 0333 000 0113 and we can discuss your circumstances to agree a suitable schedule. Alternatively, you can put your request in writing. Conditions may differ according to the option you choose. If a payment arrangement is set up, you must keep to the agreement. If you break the agreement, the whole debt becomes due.
All these services are free unless otherwise stated.
You can manage when you pay your water bills by setting up a Direct Debit payment plan. Once your Direct Debit is set up your payments will automatically be paid out of your bank account.
To set up a Direct Debit, please call our Billing Team on 0333 000 0113. Please have your bank details to hand.
Please be advised, Direct Debit payments will show on your bank account as South East Water.
You can also pay by bank transfer. Please use your Icosa Water account number as the payment reference so we can tell that you have paid.
You will need:
- Our bank account number 81029932
- Sort code 40-11-60
Any questions, please call us on 0333 000 0113.
If you wish to pay by debit or credit card, please call our Customer Services Team on 0333 000 0113 between 8.30am and 5.30pm Monday to Friday excluding bank holidays. You will need your Icosa Water account number and the account address.
If you wish to pay be cheque, please make it payable to Icosa Water Services Limited, write your account number on the back and send to Icosa Water Services Limited, Sophia House, 28 Cathedral Road, Cardiff, CF11 9LJ.
REMEMBER post can be slower and costs you a stamp. Please allow 5 days for a payment to reach us. All our other ways to pay are fast and free.
Our Bank: HSBC
Our account number: 81029932
Sort code: 40-11-60
What to do if you can’t pay?
We understand that sometimes it is difficult to manage your financial outgoings, so if you’re having problems paying your bills please contact us on 0333 000 0113 as soon as possible to discuss alternative payment options. We are here to help.
If you have a query about your bill
If you think your bill is wrong, or you are not liable to pay it, please tell us straight away. Our telephone number is 0333 000 0113 or email us at firstname.lastname@example.org. We will try to resolve the matter and temporarily stop any recovery action where an account query cannot be resolved immediately.
You can also submit your queries using our online enquiry form.
What if I don’t pay?
Water services have to be paid for. We will send reminders where debts are outstanding or where payments are missed, and we also reserve the right to use debt collection agencies or legal action where appropriate to recover outstanding debts in accordance with our Code of Practice on Debt Management (available in our Literature library). All costs incurred in pursuing unpaid bills will be charged to the customer.
If you do not pay your bill or keep to a payment arrangement we have agreed with you, we will take the following actions:
We will send you a Final Notice giving you a minimum of 10 days to pay the outstanding amount. Alternatively, if you do not make payments in accordance with an agreed instalment arrangement, a withdrawal of instalments warning letter will be sent to you requesting that any unpaid instalments are paid within seven days. If we do not receive the outstanding payments, we will cancel the instalment plan and the total outstanding balance will then be due in full
If you then do not pay or contact us to agree a payment arrangement, we will send you a notification of intention to file a default, which is a record of non-payment, on your consumer credit file. The notice will explain that if you fail to pay the amount owing to us within 28 days of receipt, we will be entitled to register a default against your consumer credit file with credit reference agencies. This will make it more difficult for you to obtain credit in the future and the default of the payment could stay on your credit file for 6 years.
If you still do not pay or contact us, we may ask an independent debt collection agency to recover the amount owing. This may result in additional charges being added to your account. You will be advised if we choose to take this action. Alternatively, we will send you a Letter before legal action which explains the action we will take if payment or contact is not received within 14 days. If you fail to pay or contact us we will issue a county court claim to recover our charges. You will have to pay the fee for the issue of the claim and our solicitor’s costs.
If you are a business customer we may disconnect your supply if your bill remains unpaid.