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If you can't find the answer to your question in our FAQs get in touch using our contact form.

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How are my charges calculated?

We operate different tariffs depending on the area in which you live. This enables us to offer competitively priced services comparable to that of your local area. This is operated under a licence granted by Ofwat.

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, respective to your region, will end up as waste. To find out the exact percentage for your area, please view our charges schemes in the Useful Documents section.

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.

How do my charges compare with other water providers

As an IWNL customer, you will not be charged any more than if you were being supplied by a local traditional water company. For tariffs relating to your area and to see how we compare with other water providers, you can take a look at the Post Code checker on the home page of our website.

What is the difference between a standing charge and a volumetric charge?

There are different elements to your bill. Depending on the services we provide you, you will see water and/or sewerage elements

A standing charge is a daily charge and is the cost of reading and maintaining your water meter, and if you have sewerage, then to also maintain the drainage system, as well as disposing of any rainwater that falls onto your property.

The volumetric charge is the amount of water and/or waste water you that has passed through your meter – in essence, the amount you have used.

What do I do if I receive an estimated bill?

If you receive an estimated bill, and wish to let us know your current meter reading, you can do so 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.
  • Fill in our contact form
  • 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.

What does it mean if I have a really high water bill?

If you have a high water bill, you may have been using more water than usual. This could be for a number of reasons, including:

You have been watering your garden or washing your car using a hose or a sprinkler – these use a lot more water than using a watering can.

We have recently taken an actual read that is higher than your estimates. If it is safe to do so, you can provide us with an actual meter reading, by submitting it using your IWNL online account or getting in contact with us.

Have there been more people living in your property? This can increase the level of water used, for example more showers. On your bill, we will tell you your average daily usage in cubic meters. See how your consumption compares to what CCWater suggests is average.

Daily consumption in cubic metres
Daily consumption in cubic metres
Number of People Living at Home Low Average High
1 0.125 0.183 0.278
2 0.153 0.306 0.378
3 0.228 0.378 0.486
4 0.306 0.458 0.583
5 0.378 0.506 0.681
6 0.431 0.556 0.736

To find out more, please see why your bills could be more expensive