Help and Advice

Credit balances

All our bills include the current balance on your account. If your account is in credit, you can contact us and request this credit balance is repaid to you. Ideally, you would need to apply for the credit balance before your next bill is issued.

Back-billing

We will always endeavour to contact you before we “back-bill”. Back-billing normally occurs where a meter has broken and needs replacement, when this occurs, we will advise you of any charges and if necessary, discuss repayment methods. We would not normally back bill more than 16 months.

Switching

In Wales, customer sites which consume more than 50 megalitres of water per annum, are eligible to choose which retailer provides their water bills and customer services.

If you choose to switch retailer, we will work with your new retailer to transact your request including contacting you to organise an agreed repayment of any outstanding balances.

We would not normally refuse a switch request but do retain the right to refuse the switch for non-payment of outstanding balances and/or non-compliance with market rules. We will always contact you to explain why your switch request has been refused.

Open Water is a competitive market and customers may be able to switch retailer or renegotiate their terms of supply with their water retailer and may benefit (including financially) from doing so. Further information can be obtained by visiting the Open Water website.

Recalculation of charges by the wholesaler

In instances where wholesalers recalculate charges, we are obliged to pass on this payment to our customers in the same proportion to which the recalculation has affected your bill. When this occurs, we will provide a full explanation of these charges.