Spotlight on: managing your account online

Monthly Payment Plan

The Monthly Payment Plan covers the annual metered water charges. Any outstanding charges will be added to the first eleven payments. Your meter(s) will continue to be read at the normal time and you will receive statements for information. We will review your account and the amount you pay each month at regular intervals. We will then let you know if your monthly payment needs to be amended. If you owe us money, the amount may be included in the monthly payment for the coming year. Alternatively, you can pay the balance immediately and pay a lower monthly amount. If we owe you money, the amount will be taken into account in the monthly payment for the coming year. Alternatively, you may have the credit amount refunded in which case your future monthly payment may be higher. The monthly payment quotation will normally cover the period of twelve months to the next annual review. If it becomes apparent during the course of the year that the amount outstanding on your account requires a significant amendment to your monthly payment, an interim review may occur.

The Direct Debit Guarantee

This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date or frequency of your Direct Debit, we will notify you seven working days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to you must pay it back when we ask you to. You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.