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Why are you fitting meters in my area?
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People with water meters save money because they tend to use less water. Using less water is good news for the planet. It's good news for us too, because it's our job to keep supplies flowing to over 6 million customers in this region which is the driest in Britain. In fact, some areas have less annual rainfall than Jerusalem!
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Can I choose to switch once the meter is fitted?
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Yes, it is your choice. You don’t have to switch to Pay-as-you-flow. But we hope that you will because it’s the best way to pay for the water you use. And not a drop more.
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Will I be charged for the meter to be fitted?
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No. The meter and installation is free of charge.
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Will you be fitting meters to all properties in my street?
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Yes, to those properties that currently do not have a meter.
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What happens next?
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Within 5 weeks of starting work we will write to you to advise that we are going to visit. If you are not at home our contractor will attempt to carry out the survey, to establish where the meter needs to be fitted. At this visit, if it is possible to fit a meter, we will. If further work is required to install your meter, we will keep you advised of where the meter will be positioned. If we find that we need you to be home to enable us to complete the survey our contractors will make an appointment with you.
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Will my water be turned off during the meter fit?
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Yes.
If the stop tap is outside, then you water will be turned off for a maximum of 20 minutes. Our contractors will knock on your door to let you know of their arrival.
If the meter is installed inside the propery our contractor will let you know how long the water supply will be off, this should not normally be longer than 1 hour.
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How will I know the meter has been fitted?
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Once our contractors have installed the meter, they will leave you an information pack that tells you where your meter is. It also contains lots of helpful information on how to save water and how to switch to Pay-as-you-flow.
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How will I know if I am better off?
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You can use the calculator to find out how much you are likey to pay if you switch to Pay-as-you-flow.
We will also contact you once we have read your meter to let you know how much you would pay if you switched to Pay-as-you-flow.
Most people with a water meter save around £100 a year.
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Can I switch back to unmetered charges if I later change my mind?
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Yes, If you do switch to Pay-as-you-flow but don't see the savings you expected, you can go back to unmetered bills within two years - and again we'll arrange the switch for free. Find out more about our switchback guarantee.
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Will this affect how I pay my bill?
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No. You can continue to pay in the same way.
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Will you put up the cost of my bill once i've switched to Pay-as-you-flow?
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No. The prices that water companies can charge are set every five years by the regulator, Ofwat.
We offer a range of tariffs to meet our customers needs.
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What will happen if I sell my house or a new tenant moves in?
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Once a new owner or occupier moves into the property they will automatically be switched to Pay-as-you-flow metered water.
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What happens if there is a leak, do I pay for the water?
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You may be entitled to a one-off leakage allowance claim which compensates you for the water lost duting a leak.
Find out more
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Who will carry out this work?
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Our contractors are May Gurney and Clancy Docwra, companies we trust to work on our behalf.
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How will I know the contractor is who they say they are?
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Our contracors will carry an identity card and will always produce the card for you to check. The card also has a braille strip on the back. If you are still worried then take the ID card, close the door and call us on freephone 0800 145 145 (this line is available 24 hours a day). Our employees, or anyone working on our behalf, will be happy to wait outside while you do this.
Find out more about bogus callers.
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How often will the meter be read?
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We aim to read your meter every six months. We will still read the meter even if you have not switched to Pay-as-you-flow metered water.
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Who owns the pipe from the boundary to my property if I have an internal meter?
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You still own the pipe from the boundary and are responsible for it.
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What happens if a meter cannot be fitted?
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Our contractor will explore all of the possible options to fit a meter, if it is not possible they will advise you and explain why.