MyAccount FAQs

What’s my account number? Your account number can be found at the top of your bill or on your welcome letter. You can use the ‘Help finding your account details link on the MyAccount home page here. If you don’t have your account number, please contact us.  

Why can’t I log in with my previous online billing details? As MyAccount is a new system, any old log in details won't be recognised so you'll need to create a new account.

Why should I sign up to MyAccount? By signing up, you’ll be able to: view your bills, pay online, set up a Direct Debit, submit your meter readings, check how much water you’re using, and tell us you’re moving. You’ll also be doing your bit for the environment by switching to hassle free paperless billing.

How can I sign up to MyAccount? You can sign up to MyAccount here. You will need your account number and billing address postcode. 

What’s/where’s my billing address? Your billing address will be the address you receive your water bills.

Do I need to pay my outstanding balance if I have a Direct Debit set up? No, you do not have to pay your outstanding balance if you currently pay by Direct Debit. Your Direct Debit payment plan will continue as normal whether you have this set up to pay monthly or in full.

Why can't I download all of my bills? We recently changed over to a new system which means any bills issued before September 2021 can’t be downloaded within your MyAccount. If you’d like copies of any bills prior to this date, please contact us.

How do I know if my payment has declined? You will see a small red message on the payment screen saying 'Card declined'. You will need to check that you have entered the correct card information and you have sufficient funds available before trying to make the payment again.

What happens after I submit a meter reading on MyAccount? Your meter reading will be noted to your account to monitor your usage. We'll still come out to read your water meter twice a year and send a bill based on these readings. If you're submitting a read because you have just received an estimated bill, please contact us.

What internet browser or device do I have to use for MyAccount? You can use any browser or device when using your MyAccount.

How can I change my bank details? If you just want to change your bank account details, please contact us.

How can I cancel my Direct Debit? You will need to cancel your Direct Debit directly with your bank.