Your water meter

/Your water meter
Your water meter2019-01-29T13:50:47+00:00

Your water meter

All you need to know about metering can be found in this section including the benefits and potential savings of switching to a meter, how to apply for a meter and also how to read and submit your meter readings.

The majority of customers have a water meter.

We prefer to fit water meters outside, usually in the footpath, where they are easy for us to read and maintain without having to disturb you.  There are generally 3 possible locations:

  • In the path at the end of your garden
  • In a box on an outside wall
  • Inside your home under the sink

Sometimes they can be found in the basement or in the downstairs toilet. If the meter is inside your home it will normally be fitted on the water pipe as it enters your home (usually near to the stop-tap).

Water meters are extremely reliable and accurate and are approved for accuracy by their manufacturer.

We will read the meter to your property at least once a year. If we fail to do this, we’ll pay (or credit your account if it is in arrears with) £20 compensation, provided that we were not restricted from accessing your meter when we attempted to carry out the read. 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.

For our ExtraCare registered customers, we offer a free meter reading service. We promise to read your meter within 5 working days of your request.

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.

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.

For our ExtraCare registered customers, we offer a free meter reading service. We promise to read your meter within 5 working days of your request.

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. If we have not carried out a survey within 5 working days of your request to move the meter, we will pay you £20. If we confirm that we can move the meter and provided you have paid the necessary costs, we will pay you £20 if we have not moved it within 15 working Days of receiving payment from you.

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 home. If you don’t think your meter is working properly, please contact our Customer Services Team 0330 111 0780.

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.

If you wish to submit your own meter reading please do so using our online form.

The majority of properties we serve are supplied by a water meter.   If you have a water meter 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 your meter reading at here. We’ll then send you an updated bill. You can also call us on 0330 111 0780 to submit your meter reading.

We aim to read your meter at least once a year, to ensure you receive at least 1 bill per year based on an actual meter reading rather than an estimate.

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 waste water 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.

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 Leakage.

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.

Customer Services

Need to contact us?

0330 111 0780
Monday to Friday 8.30am to 5.30pm

Report a problem

24 Hour Emergencies

You can report a leak or flood by calling
0330 111 2014.