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Our Charges

We calculate the water, drainage and sewerage charges using the amount recorded by your water meter, plus any standing charges.

We calculate sewerage charges based on the assumption that a certain percentage of the water you consume will end up as waste.

We will aim to read your meter at least once a year. If we are unable to read your meter, your bill will be an estimation based on your average consumption.

If you receive an estimated bill, and wish to let us know your current meter reading, please only do this if it is safe to access your meter. If it is safe, then you can let us know your current meter reading in the following ways:

  • Submit a meter reading using your online account
  • Call us on 02920 028 711 and speak to a member of staff
  • Send us a contact form through our website
  • Take a photo with your smart phone and send the image to us using our contact form
  • Write the actual reading on the bill and send it back to us

IWNL may produce a revised bill based on your actual reading upon request, however please be aware in certain situations, estimations which are under or over your actual consumption will not be corrected until your next monthly bill is produced.

If you wish to make sure your next bill is based on an actual reading, please try and provide us with a reading a few days before your next bill is due to be issued, but only if it is safe to do so.

Water Standing Charges

The water standing charge is calculated on a daily basis and covers the cost of reading and maintaining your meter.

Sewage Water Standing Charge

You may have to pay the sewage standing charge if the waste water from your property drains into a public sewer or benefits from any facilities that drain into a public sewer. This charge covers the cost of maintaining the drainage system and the disposing of rainwater due to surface water run-off.

Surface water drainage is where rainwater is removed from properties.

Most rainwater falling on properties drains in to public sewers owned by the water company. Your surface water drainage charge covers the cost of taking this water from your property and discharging the water to a treatment facility or local watercourse or river. However, there are some properties where surface water does not drain into the public sewer, for example, properties whose surface water may drain to a soakaway or via a private drain directly to a stream or river. If you think your property does not drain via a public surface water sewer then you may be able to claim a reduction in your sewerage charges.

Please see our FAQs on the above, after which you may wish to submit a Surface Water Charge Rebate Form.

Volumetric Charges

Volumetric Water

The water meter measures how much water you use in order to calculate this part of the charge.

Volumetric Sewerage

We assume that a certain percentage of the water you consume will not return to our sewers, for example, water used for drinking and cooking.

To calculate this charge, we apply our volumetric sewerage tariff to the percentage of water, as recorded by your meter, that will end up as waste.

We can make special arrangements for customers who use borehole water supplies, rainwater harvesting systems or greywater recycling systems. For more information, ring us on 02920 028 711 and one of our Customer Service team will be happy to help you.

Refund Policy

You have the right to cancel this service within seven days of the commencement of your contract with us or use of our services. If you do cancel your order, you will have your payment returned. If you have used the services this will be taken account of as part of our refund and cancellation policy.

For refund or cancellation, please note that you need to contact us via our website or 02920 028 711. Please be ready to quote your account and address details so that we can deal with your query efficiently.

We will respond to any request for a refund within 5 working days.