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We will send you a bill every 6 months for your water and sewerage charges.
We’ll take your current meter reading or an estimate and work out the difference from the reading on your last bill.
Your meter readings tell us the volume of water that you’ve used. Based on this amount we work out the volume of sewerage. The volume is then multiplied by the sewerage charge. We then add the sewerage standing charge.
Find out more about your prices.
The standing charge covers costs related to supplying you with water and sewerage services. These are things like reading your meter, maintenance and checking water quality.
There are 1000 litres in a cubic metre
Most of the time, your meter will be fitted in an underground space. This will be as close to the property boundary of your home as possible. Sometimes it might be in the pavement.
The space where your meter is will have a lid marked ‘water’. Sometimes your meter will be under an oblong cover along with several other meters.
We’ll come by to read your meter at least once a year, but you’re welcome to read your own meter and give us readings for your bill.
There will be a series of black figures on the meter which you should read from left to right. You will also see red figures but these should be ignored.
If you’re worried that your meter might be faulty, call us on 0800 930 1391* and we’ll be happy to look into it with you.
If you’ve moved into a home with a water meter, the Water Industry Act 1991, means that you have to continue to pay for water in this way.
We’ll expect you to make the payment within 28 days of us sending you your bill.
You can pay in a number of ways: • Direct Debit • Standing order • Internet or telephone banking • Cash or cheque
You can take your cheque to your bank or building society to pay your bill. Or, you could post your cheque to us at Water Customer Service, Southern Electric, PO Box 360, Portsmouth, PO6 2YJ.
Don’t forget to write your full account number on the back of your cheque.
Setting up a Direct Debit is really easy. All you need to do decide whether you want to make monthly payments or pay off your bills in full when you get them. Then call us on 0800 980 1391* so we can get it set up with you.
Yes. If you feel it’ll be difficult to pay by one of the other options, we may be able to help you arrange for your payments to be taken directly from your benefits and paid to us.
The Department of Work and Pensions will decide whether you qualify for this scheme as you need to be receiving certain benefits. To find out more contact your local benefits office.
Firstly, you’ll need to see if you qualify for this payment plan. If you do, simply call us on 0800 980 1391* and we’ll be happy to help you set this up.
The first thing to do is call us on 0800 980 1391* so we can help. We can have a look at all the different payment options with you and find something to suit you. We may even be able to make special arrangements to suit your circumstances.
You may qualify for our WaterSure tariff if your household has a low income. Please call us on 0800 980 1391* to find out more.
WaterSure is a lower cost plan for customers that need to use a lot of water due to family size or certain medical conditions.
To qualify for this plan, you need to get council tax benefit, housing benefit, income support, income-based jobseeker’s allowance, pension credit, child tax credit (unless you only receive the family element), income-related employment and support allowance or working tax credit, and either have:
• a large family (with at least three dependent children under the age of 19 and for who child benefit is being received; or • a member of the same household who has a medical condition that requires the use of extra water.
Simply call us on 0800 980 1391* so we can go through your application with you.
Usually it is the person who lives in the property who pays the bill but sometimes we have an agreement with landlords and they pay the bill. It is your responsibility to find this out so please check your tenancy agreement where you can find out if your landlord is paying for the water bill.
Please call us as soon as you can on 0800 316 2190*. Our Emergency Services Team will arrange a visit and give you any other help and advice you need to get the leak fixed.
We look after the water main in the road and part of the pipe that runs to a point near the boundary of your property. The rest of the pipework is your responsibility to look after. This means you’ll need to arrange for the leak to be fixed. However, in some circumstances we may be able to help with a free leak repair service.
Our free leak repair service covers all leaks on the supply pipe. This covers any external underground pipe up to 50 metres long between the stop valve in the pavement and the wall of the property.
If you’d like to find out more please call us on 0800 980 1391*.
We can’t repair leaking pipes under your home or any outbuildings. Internal leaks aren’t covered either, so you’ll need to contact a plumber or contractor to take a look at it for you.
There are a few of things to look out for which may point to a leak. Taking regular meter readings will make it easier to spot an increase in your usage which may be down to a leak. Also, look out for lower water pressure or flow from your taps, or waterlogged areas in your garden. Even noisy pipework could mean there’s a leak.
If you’ve had a leak, you may qualify for our leakage allowance. We’ll need some more information about the leak, so please call us on 0800 980 1391* for an application form.
Legally, all public water supplies have to be disinfected. Your water will be treated at a local treatment works using chlorine to make sure it’s safe to use. A small level of chlorine will stay in the water after treatment to make sure it stays safe as it travels through the pipes to your home. It’s this small amount that you can taste or smell.
Most people don’t notice the taste or smell of chlorine because the amount left in your water is very small. However, some people may be particularly sensitive and notice it. The taste and smell of chlorine can be safely removed by using a water filter, but please make sure you follow the manufacturers instructions for cleaning and maintenance. If you filter your water you can store it in a covered container in your fridge. But, remember to drink it within one day, it won’t stay fresh for long.
Rainwater dissolves calcium and magnesium salts as it passes through rocks like limestone. When the water is heated, the calcium and magnesium bicarbonates break down and form limescale. It’s harmless to your health but can look unsightly and cause limescale in hot water systems and kettles.
As a general indication water hardness is classified as follows: • Hard water contains over 200 mg of calcium carbonate per litre, • Moderately hard water contains 100 to 200 mg of calcium carbonate per litre, • Soft water contains less than 100 mg of calcium carbonate per litre.
We don’t artificially soften the water. There is no UK or European maximum limit for the hardness of drinking water.
A water softener chemically removes the hardness from water, meaning it’s less likely that limescale will build up in your hot water system.
It’s up to you. If you do decide to get a water softener make sure you follow the manufacturer's instructions. Keep an unsoftened cold water supply for drinking and cooking. You should always make sure that the installation falls in line with the Water Fittings Regulations. Having it fitted properly will help prevent your water supply becoming accidentally contaminated by back siphoning of water from the softener.
Yes, it does. Fluoride naturally occurs in all water supplies.
The concentration (level) of fluoride can vary depending on the geology of your local area. The table below shows the level for each of our supply areas in milligrams per litre. The maximum concentration of fluoride in drinking water is 1.5mg/l.
No, we don't add extra fluoride to your water.
To find out more about your drinking water quality please contact our customer centre on 0800 316 2190* (365 days a year, 24 hours a day).
You can find maps of the areas we cover under ‘Our supply areas’ on our website. If you’d like more information, please call us on 0800 980 1391* and we’ll be happy to help.
Once you know the date you’re moving, let us know by calling us on 0800 980 1391*. We’ll get a new account set up for you.
We’ll need to get some information from you to make sure your account is ready and set up accurately. When you call us, please give us:
• Your account number if you’re an existing Southern Electric water customer • The name or names you would like to appear on the account • Your new address and contact details • The date of your home move • The water meter reading at your new property
Make sure you let us know 10 working days before you move out of your property so we can close your account for you. Call us on 0800 980 1391*.
If you move but don’t tell us or let us know less than 10 working days before you do you might get charged for the supply charges that the next occupier would normally pay.
We’ll need: • Your account number • Your forwarding address • The date of your home move • The final water meter reading
If you’re unable to read your meter yourself, please call us with 5 days notice so we can arrange for a meter reader to come out and read it for you.
We’ll send you your final bill within 5 working days of you moving out of your property as long as we have a meter reading from the day you moved. If you have any credit, we’ll arrange a refund for you.
Yes, please let us know as soon as you know. You may not have to pay charges from the date your furniture is moved out, so it’s important you let us know as soon as you can as it may save you money.
Please call us as soon as you can on 0800 980 1391* so we can update your account. If possible, take meter readings before you call so we make sure you pay the right amount for the services you receive.
Please call us on 0800 980 1391* and we’ll be happy to help.
Call us soon as you can on 0800 980 1391*. We need to make sure that you are paying the right amount for your supply of water.
If you’d like your bills sent to an address different from the one using the water, call us on 0800 980 1391* so we can arrange this for you.
If you’re not moving out but someone else is taking over paying the bills at your home, please call us on 0800 980 1391* so we can update your account.
If your landlord is responsible, we’ll need to have written confirmation from them. If we don’t get written confirmation, you’ll be responsible for the charges.
Our address is:
Water Customer Service Southern Electric PO Box 360 Portsmouth PO6 2YJ
SSE Water is SSE’s independent water company. We install, own and take care of the water and sewerage systems in particular areas after being appointed by the Water Services Regulation Authority (Ofwat) under their New Appointment and Variations scheme.
No, we are completely independent and have a full water and sewerage licence. We have all of the same duties and responsibilities in the areas we cover as the previous water company had.
As SSE Water we supply water to our customers under the names Southern Electric and SWALEC.
Our energy has been helping to boil kettles up and down the country for over 50 years. And now our water will be filling some of those kettles too.
We’ve become quite good at what we do, which is probably why we now have millions of happy customers and we've been voted 'Best Overall Energy Supplier' in the uSwitch satisfaction reports for the 6th consecutive time**.
We pride ourselves on award-winning customer service and aim to give our water customers the same high quality of service that our energy customers enjoy.
As a valued water customer, you can rest assured that we work to a set of guaranteed standards which are designed to make sure you get the service you expect. If we fail to meet any of our standards at any time we will compensate you financially.
You can find out more about the areas of services covered by our guarantees on our Standards and Charges page.
Information on our current licensed supply areas can be found on our ‘Your Water’ page.
The ‘New Appointments and Variations’ scheme lets limited companies apply for an appointment as a Water and Sewerage Undertaker for any area that meets the specific criteria.
At the moment, these appointments are allowed when areas are not currently being looked after by an existing appointed water company, when the current water company agrees to the application or when a premises uses at least 50 million litres of water per year.
The ‘New Appointment and Variations’ scheme has been introduced to promote competition within the water industry. Competition can encourage efficiency, innovation and better service. It also works towards giving customers more choice.
There are a number of agencies that regulate and guide water companies operating in England and Wales. Below are links to our three regulators, plus the consumer organisation for water customers.
• The Water Services Regulation Authority (Ofwat) is the economic regulator of the water and sewerage industry in England and Wales. www.ofwat.gov.uk• The Drinking Water Inspectorate (DWI) is the water quality regulator in England and Wales. www.dwi.gov.uk• The Environment Agency is the leading public body for protecting and improving the environment in England and Wales. www.environment-agency.gov.uk• The Consumer Council for Water was set up in 2005 to provide a strong voice for water and sewerage consumers in England and Wales. www.ccwater.org.uk
We’ve got lots of tips and advice to help you use less water on our ‘Water Saving Advice’ page.
Our Careline is a free priority service for the elderly, disabled or those with special medical needs.
We offer a range of special services from Braille bills and textphone to password schemes. Contact us about the extra services that could help you by calling our Careline on 0800 980 1387* (this is also our textphone service).
You can find out more about the services we offer in our Code of Practice for Customers.
If you'd like a drainage or water search, please send your request to:
Water Network Manager SSE Utility Solutions Robert Brown House 5 Pipers Way Thatcham RG19 4AZ
Charges from 1st April 2010 are £40 excluding VAT, £47 including VAT. Cheques should be made payable to Southern Electric and be included with the search request.
**Southern Electric is part of the SSE Group, voted Best Overall Energy Supplier in the 2006 (two Reports), 2007 (two Reports), 2008, 2009, 2010 and 2011 uSwitch Customer Satisfaction Reports.
If you have any water supply problems or other emergencies please call us on: 0800 316 2190 Open 24 hours a day, everyday.
If you have any water queries please contact us on: 0800 980 1391 If you're elderly, disabled or have special medical needs and require extra help, please call our Careline on: 0800 980 1387 Our lines are open 8am to 8pm Monday to Friday and 8am to 2pm on Saturday.