COVID-19 Commonly Asked Questions

My business has been affected by coronavirus and I’m struggling to pay my water bill. Can you help me?

We know this is a difficult and uncertain time for many businesses. We’re here to help if you’re having difficulties paying your bills and we’re working with customers on an individual basis to find solutions that help them best. Please call us on 0345 072 6072 if you need our help. It may take us a little longer to answer your calls than normal and we’re sorry for any inconvenience this causes you.
 

We’ve had to close our premises temporarily because of the coronavirus. We won’t be using any water, what will happen to my charges? (sites in England)

If you’ve had to temporarily close your business, as a direct result of the coronavirus, we can put your account on hold and your water and wastewater charges will stop for now. If your a have a small to medium sized business we have a quick form for you to fill out to let us know your business premises is temporarily closed: www.water-plus.co.uk/coronavirus
When you fill out the form it would help if you can let us have an up to date water meter reading, but only take a reading if it’s safe to do so.
We’re also getting in touch with as many of our customers as we can that we believe may have had to close as a direct result of the government’s guidance.
Our larger corporate business customers should contct us in the normal way.
 

We’ve had to close our premises temporarily because the coronavirus. We won’t be using any water, what will happen to my charges? (sites in Scotland)

We know this is a difficult time for you and we want to help. We’re working with the Scottish and UK government, regulators and wholesalers on the best ways to support all customers and we’ll post the latest ways we can help on our website.
For now, normal Scottish industry-wide guidelines still apply. This means that if a business stops trading, either temporarily or permanently, charges continue up to the point that the business no longer has a legal right to occupy the property. When this happens we would send a final bill with charges up to the move out date, so the business only pays for the water they’ve used. Letting us know the move out date and giving us a final meter reading helps with this, but you should only take meter readings if it’s safe to though.  After this the property owner or landlord becomes liable for water charges.
 

If my account is on hold do all charges stop?

Your water and wastewater charges will stop. You may still incur some fixed charges, like meter standing charges or surface water highways drainage, if they apply under your relevant wholesalers’ scheme of charges.
 

Will I get bills while my account is on hold?

We’ll send you a bill including charges up to the date your account went on hold. If you need help with paying this please call us on 0345 072 6072. This will be the last bill you get from us until we take your account off hold, then normal billing will start again.
 

How long will my account be on hold?

Ofwat (the water industry regulator) is setting the dates that we can keep accounts on hold. The date for this is currently 30 June 2020, but this may change and we’ll keep our website up to date with the latest information. When accounts go live again your water wholesaler will start to charge us for the water you use and we will start billing you again.
 

When my account goes live again, what will I be billed for?

All your water and wastewater charges will start again from the date your account is taken off hold and we’ll start billing you for these as normal.
 

What happens if water has been used while my account is on hold?

When your account is live again you will be billed, and have to pay for, any water that’s passed through your water meter while your account was on hold. So, it’s important to make sure you have no water leaks or wasted water, such as dripping taps, at your property if you can.
 

What happens to my Direct Debit when you put my account on hold?

If you pay by Direct Debit please call us on 0345 072 6072 so we can talk through your options.
 

I can’t afford to pay the bill you sent me up to my temporary closure date, what should I do?

We’re working with business who need our support and letting them know about their options around payments. If you’re having difficulties paying your bill and need our help please get in touch by calling 0345 072 6072.
 

I can’t afford my regular Direct Debit payment, what should I do?

We’re working with business who need our support and letting them know about their options around payments. If you’re having difficulties with your Direct Debit payments please get in touch with us by calling 0345 072 6072.
 

I have an outstanding amount on my account which I owe, do I still have to pay this now?

You will still need to pay any outstanding amount you owe on your account and it will stay on your account while it’s on hold.
We know this is a difficult and uncertain time for many businesses. We’re here to help if you’re having difficulties paying and we’re working with customers on an individual basis to find payment solutions that help them best. Please call us on 0345 072 6072 if you need our help. It may take us a little longer to answer your calls than normal and we’re sorry for any inconvenience this causes you.  
 

What happens if I’ve ceased trading, or can’t reopen my business when my account is no longer on hold. Will I still get a water bill?

For business sites in England - If a business ceases trading and moves out of a property, they have to pay charges up to the point that the business no longer has a legal right to occupy the property (for example, a lease has ended naturally or has been terminated by a landlord). Customers need to tell us this date and give us a final water meter read, if it’s safe to take one. We then send a final bill which includes all charges up to the move out date.
For business site in Scotland - If a business stops trading charges will continue up to the point that the business no longer has a legal right to occupy the property. When this happens we would send a final bill with charges up to the move out date, so the business only pays for the water they’ve used. Letting us know the move out date and giving us a final meter reading helps with this, but you should only take meter readings if it’s safe to do so.  After this, the property owner or landlord becomes liable for water charges.
We’re working with the UK and Scottish governments, regulators and wholesalers on the best ways we can support customers affected by Coronavirus. Please continue to check our website for any updates about business that have closed.
 

Will I get charged late payment fees?

From 8 April 2020 we’ve stopped charging all late payment fees. Currently, this will stay in place until 31 May 2020. This end date has been set by Ofwat (the water industry regulator), if it changes we’ll update our website with the new date.
 

My business is still operating but we’re using a lot less water. What can you do to lower our bills?

We know many businesses will be using less water as they have fewer people on site and less activity going on.
If there’s a water meter at your premises taking your own meter readings will help us to make your bills more accurate, but only do this if you can and it’s safe to. It’s best to take a meter reading once a month and you can phone us with your reading.
If your premises doesn’t have a water meter, your charges are based on the rateable value of your property and will carry on as normal. We’re working with the UK and Scottish governments, regulators and wholesalers on the best ways we can support customers affected by Coronavirus. Please continue to check our website for any updates about using less water.
 

I’m expecting my water meter to be read, will this still happen? If so, what measures are you taking to ensure health and safety at my premises?

We’ve stopped all meter readers from going out for now, to protect the health and wellbeing of our readers and our customers. If this changes, we’ll ensure that meter readers are taking all the right social distancing steps to maintain your, and their, health and wellbeing.
If you can take your own meter readings it will help us to keep your account up to date. You can let us have your meter reading by calling us on 0345 072 6072. We’ll need to know your account number too. Its best take a reading once a month, but you should only take one if it safe to. You can read more about how to find a take a meter reading here
 

What happens if I have a water emergency? Will there be any disruption to the water supply?

We’re working closely with wholesalers and the wider industry to make sure they have plans in place to keep water flowing as normal. There is currently no reason why there should be any disruption to services because of the coronavirus situation.
If you have a water supply emergency you should contact your wholesaler as you would normally. Contact details for all wholesalers are here on our website.
We are also here to help and provide guidance and you can call us on 0345 072 6072.
Stay ahead of the game with our informative newsletter
Don’t worry we'll never share your details with anyone else

Enter your details below