At Anglian Water, we’re always finding better ways to save water and protect our region – we have a long term plan in place, but we can’t do it alone.
Measure every drop
Water meters are a brilliant way to help our customers save water in their homes, almost 90% of our customers only pay for what they use. And because of this we have the lowest number of leaks compared to other water companies. Our long-term plan for smart meter upgrades will:
Make sure every home and business in our region has a smart meter by 2035. In the next 5 years, we’re upgrading 1,100,000 meters which we’ll connect to our new network.
Help us have fewer vans on the roads reading meters, reducing our carbon footprint and helping towards our net zero carbon commitment. We’ll be able to get the meter readings remotely and more regularly.
Helping us love every drop
Once we’ve upgraded your meter, it’ll automatically send us hourly meter readings to help us find and fix leaks. And shortly after the upgrade we’ll let you know when we’ve activated your meter to make it smart so you can see a detailed breakdown of how much water you’re using in MyAccount.
Our Privacy Notice has more information about the data we collect, what we use it for and how we look after it. We also have a Smart Metering Privacy Notice which provides more information about smart metering data. You can find both privacy notices here.
With smart meters across the region, we can better understand water use across the year and plan for water demand in specific towns. And when more homes have a smart meter, we won’t need to make as many visits to read meters or fix faulty ones (saving time, carbon and money!).
Meter upgrade process
Here’s everything you need to know about how when and where we’re upgrading meters.
Accessing and understanding the information
Accessing information on how much water you’re using is easy, you can track your usage using MyAccount online or via the app.
How do I know if my meter is smart and I can access my data?
We’ll let you know when your meter has been upgraded and switched on so it’s smart. If you’ve already registered with MyAccount you’ll be able to view your water usage in more detail and have access to new features like personalised insights and comparisons for your home.
If you’re not signed up to MyAccount you can register here using your account number and postcode on your bill, or register using our MyAccount app.
How are you using my data?
Once we’ve upgraded your meter, it’ll automatically send us hourly meter readings without us having to send someone to read you meter.
We’ll use these regular readings to let you know if we think you have a leak at home. If water is being used every hour throughout the day and night, it usually indicates there’s a problem. If we spot this at your property, we’ll get in touch to let you know. And after the upgrade we’ll let you know when you can choose to see your hourly reading information in MyAccount.
Our Customer Privacy Notice has more information about the data we collect, what we use it for and how we look after it. We also have a Smart Metering Privacy Notice which provides more information about smart metering data. You can find both privacy notices here.
Why are you collecting my hourly data?
Our region is one of the driest and fastest growing in the UK and we have a statutory duty to make sure we can keep the taps flowing for all our customers now and in the future. Hourly readings from smart meters help us find and fix leaks and help our customers save water too.
Can I opt out of sending you hourly meter readings?
No, you cannot opt out of the collection of smart meter readings. We automatically collect hourly meter readings because we consider it to be in the public interest, and in the exercise of official authority vested in us, that our water supply is managed in the very best way possible for our future. As the appointed water undertaker for the Anglian region, we are also under a statutory duty to promote the efficient use of water and our smart metering programme is one of the ways in which we do this.
Can I see my hourly data?
We’ll only share your hourly data with you, as well as our Customer care teams if you choose to. If you choose this option in MyAccount, or over the phone you’ll see an hourly breakdown of your water usage once we’ve updated our systems to show this, which could take a couple of days.
How do I read my meter?
For newer Sensus meters, we only need the digits before the comma showing how many cubic metres of water you’ve used, so in this example it’s 000038. Alternative screens may flash from time to time - this is completely normal and indicates your meter’s working correctly.
Will the information provided be personal to me?
Yes, your meter is measuring water being used at your household. You’ll able to see your own usage in a way that’s easy to understand, but you’ll also get personalised hints and tips on how you can use less and save money if you pay measured charges.
Do I need anything in my home to show what I’m using?
No – unlike smart energy meters our smart meters don’t need a separate display to show the information of how much you’re using. You can quickly and easily see your information online through MyAccount on your smartphone, tablet or computer or through our app.
Will I see my usage per activity? For example, I fill the bath up and it tells me the cost down to the penny?
The metering data isn’t real-time therefore we won’t be able to know exactly how much water is used in your home for each activity, but you’ll be able to see how much you used hour by hour. There’s a home survey you can complete to help you estimate daily usage by activity such as flushing the toilet, using the bath/shower, using the washing machine etc.
Is the information live?
No, the data is updated every 24 hours showing your usage from the previous day, rather than real time.
Will it show the days and times I’ve used water?
Yes, you’ll be able to choose between these options:
The last 3 days hourly usage (if you choose to see hourly usage information)
Last 28 days as daily usage
The last 6 months as weekly usage,
The last 2 years as monthly usage
You can also switch values between cubic metres and litres (1000 litres = 1 cubic metre)
Does the meter synchronise with MyAccount automatically or do I need to take my own readings?
Your meter readings will be updated in MyAccount automatically every 24 hours at the end of the day, so there’s no need to read your meter.
How do I know if I’m using more than most people?
The information in MyAccount let’s you to compare your previous month’s usage as well as comparing to similar homes with the same number of people. So, you’ll know if you’re using more than the average in your area. Then we’ll give you hints and tips to help you use less.
I’m using a lot of water. How do I know if I have a leak or not?
If your meter readings show water is being used throughout the day and night, which is normally a sign something is leaking, we’ll get in touch.
Payments and bills with a smart meter
Will you switch me to measured charges once I have a smart meter?
No, if you’re not paying measured charges, we won’t switch you once the meter is activated. You’ll keep paying for your water in the same way you do now, your charges and tariff won’t change. But most customers save an average of £100 per year by switching and even if you don’t choose to switch, you’ll still be able to how much water you’ve used in MyAccount.
Will my direct debit fluctuate in line with my usage? If not, would I have to ring to increase or decrease my payments ?
No, your current billing period will remain the same, but we’ll be able to collect your latest meter reading remotely via our smart network. You can still generate a bill as often as you like with MyAccount and it will automatically use the reading from your meter. If you don’t have an upgraded meter you can still submit a meter reading through MyAccount to get a new Bill.
Can we have a lower price if we use water off peak?
Unfortunately not, if there’s high or low demand for water, it still costs the same to treat it and maintain the water supply. Water supply is different from energy where the customer demand for electricity means power stations need to increase output immediately at busy times to meet demand. Water is pumped and then supplied from local water towers and supply reservoirs; we pump water during the day to make sure enough is available locally for the peak demand times.