We work with you to ensure there is a continuous supply of water and/or wastewater services to you and your residents moving into your development.
Long term loyalty is at the heart of everything we do, and collaborating effectively with our clients helps to ensure we maintain a great relationship. By working together, we can ensure a seamless service with not only you, but your clients too.
This page outlines how we can work together, our rights to charge, your responsibilities to pay and details of how you can contact our billing team.
When we charge you
We provide water services to your development, fed into each of the properties via pipework installed by our sister partner; GTC and adopted by us.
Until the properties have been occupied by either the homeowner or tenant (and ultimately become our customer), you, as the developer, will be charged for the water and/or wastewater used in each home.
As the developer, you will be charged from the date the meter is installed, and you’ll receive a bill every 6 months (also known as bi-annual billing). We are entitled to charge for water and / or waste waters services pursuant to its statutory authority as the NAV Water Company.
As soon as a resident has occupied the property, you, the developer will no longer be responsible for the charges. The tenant/homeowner will have to contract with us by registering for an account. Your assistance with providing resident handover information is very important. More information on handover can be found below.
Our charges
As an IWN customer, your charges will not be any higher than the traditional water company. Our prices
match, or are lower than, the local supplier.
The services are charged in two parts: standing charge and volumetric charge.
- The standing charge is a daily fee which covers the cost of reading and maintaining the meter. This is charged regardless of if the property is occupied or not.
- The volumetric charge is based on the amount of water and/or wastewater measured through the meter.
The full tariffs we charge to developers can be found under the useful documents section here.
Responsibility for paying the charges
As soon as the water meter has been installed and connected to the properties on your development, charges will be applied. Any water and/or wastewater that passes through the meter will be measured and charges applied. The standing charge is a daily fee which accumulates regardless of if the water is being used or not.
Until the customer moves into their property, you will be liable for paying the water and/or wastewater charges to us.
Ways to pay
You’ll receive a bill from us every 6 months until a resident moves into the property. At this point, you will no longer be responsible for the charges, and as soon as the resident contracts with IWN, you will stop being billed. You’ll receive your bills in the post unless requested otherwise. You can provide us with an email address if you would prefer to receive your bills electronically. Payments can be made in the following ways:
Direct Debit
Switching to Direct Debit saves you time and hassle, so you don’t have to worry about remembering to pay bills or making payments on time.
BACs payment
Send your payment to: Barclays Bank Plc, Sort Code: 20-00-00, Account number: 73619559
Pay over the phone
Pay over the phone using a credit or debit card. Call: 02920 028711
Pay by cheque
Send your cheques made payable to Independent Water Networks Ltd, Driscoll 2, Ellen Street, Cardiff, CF10 4BP
Billing queries – contact details
Invoices are produced by the IWN Billing team, which is led by Finance Manager; Andrew Walters.
We can be contacted for queries between 8am and 8pm Monday to Friday, and between 9am and 5pm on Saturdays, Sundays and Bank Holidays.
- Call us on: 02920 028711
Handing over responsibility to your residents
To deliver seamless and efficient services to our customers – your residents, we emphasise the need of effective collaboration between both parties and providing us with handover details of who has moved into your properties.
Making sure all the correct information and documents are completed and given to us once your residents have moved into the property ensures we are billing the customers correctly from the date they move into the property, and your responsibility of paying the water charges have been passed on to the residents.
Having this effective collaboration will reduce any delays or setbacks that may occur during this process. Customers will not face any issues of delayed communication, bills or account creation that can lead to large bills or debt.
We aim for a smooth transition of responsibilities from the Developer to our customers, while looking to provide exceptional customer service along the way. This can only be achieved with great cooperation between us and the developers.
What we need from you
To provide us with handover information for your customers, we will require the following information.
- The new occupant’s title, forename and surname
- The new occupant’s plot number
- The new occupant’s full address including postcode
- The change of responsibility date / the date the new buyer moved in
- The meter serial number
- The meter read from the date of responsibility change over
You can provide us with this information in writing or you can download our handover spreadsheet and email it to billing@iwnl.co.uk
Handover document
Frequently asked questions
When a water network is constructed, it will be adopted by IWN. The infrastructure contract governs our contractual relationship with a housebuilder / developer (i.e. You) for the provision of utility networks.
Once the network has been adopted, and prior to property handover where the resident will become IWN’s customer, the housebuilder / developer will be charged by IWN for water and / or wastewater services pursuant to the published charges scheme which can be found at iwnl.co.uk.
IWN is entitled to charge for water and / or waste waters services pursuant to its statutory authority as the NAV Water Company.
Our preferred method is receiving monthly payments by Direct Debit. Direct Debit is the easiest way to pay, and payments happen automatically without you having to remember to pay. You’ll be covered by the Direct Debit guarantee too. You can setup a monthly direct debit to pay the exact amount of your bills.
If you don’t want to set up a Direct Debit, you can pay over the phone with a credit or debit card, pay by BACs transfer or send us a cheque.
Any queries about your bills can be directed to our team by calling 02920 028711.
If we have billed you but you are no longer responsible for the property, you need to provide us with information on who lives in the property and the date they took ownership. IWN can then amend the bills in accordance with handover dates.
Our privacy policy
Find out about how we collect and store data in accordance with our privacy policy
