Household charges 2024-25

Household charges for the supply of water and wastewater services

Household Charges Scheme 2024-25

Contents

Thames Water Household Charges Scheme 2023-24

Contents

Thames Water Utilities Limited (TWUL)

Published date: 1 February 2024

Effective date: 1 April 2024

Version 1.0

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Introduction

The Thames Water region

Liability for

paying charges

Contact information

Unmetered charges

Metered charges

Moving to

metered charges

Charges if you have

difﬁculty paying

Further adjustments

to your bill

How and when to pay us

Interpretation

Household

Charges Schedule

Thames Water Household Charges Scheme 2024-25

1 Introduction

This document sets out the charges for the water and wastewater

services we provide to your household property.

1.1 This is Thames Water’s Household Charges Scheme for the charging year 2024-25,

made under Sections 142 and 143 of the Water Industry Act 1991 (as amended),

which gives us the power to ﬁx charges and to demand and recover charges for

services we provide. You do not have a contract or agreement with us for the services

we provide.

1.2 This Charges Scheme sets out our charges from 1 April 2024 to 31 March 2025 for

water and wastewater services provided to household properties and for other services

provided in the course of carrying out our statutory functions. It explains how the

charges are calculated, how we apply them and how and when you need to pay us.

The charges themselves are listed as tariffs in the Charges Schedule in section 12.

1.3 There may be charges which are not set out in this Charges Scheme, that we may

apply if we provide you with water and/or wastewater services or facilities to comply

with a statutory order, direction, undertaking, determination, or similar obligation.

1.4 Where the water supply to your property is provided by another water company and

we provide just the wastewater services, then only the parts in this Charges Scheme

relating to wastewater services will apply to you. The charges for your water supply will

be set out in your water company’s Charges Scheme. If your water company transfers

you on to a different water supply tariff, then the tariff for your wastewater will also

be transferred to the equivalent tariff. If we provide just the water services to your

property, then only the parts in this Charges Scheme relating to water services will

apply to you. If we provide water and wastewater services to your property, then the

whole of this Charges Scheme will apply to you.

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Thames Water Household Charges Scheme 2024-25

Water and Wastewater

Water only

Wastewater only

Banbury

Swindon

Newbury

Basingstoke

Oxford

Stevenage

Dartfor

Reading

Sevenoaks

Guildford

Cirencester

Aylesbury

Bishop’s

Stortford

Croydon

Luton

Crawley

2 The Thames Water region

2.1 We serve 15 million customers across London and the Thames Valley. We are planning

ahead to make sure we have enough water in the future, as the South East of England

is one of the driest regions in the UK. Our supplies are being stretched further as the

number of people living in our area increases, and the choices we make today will

shape the water supply we provide in the future.

2.2 We provide both water and wastewater services to households in the blue area of the

map below, including areas such as Oxford, Reading, Guildford and much of London.

2.3 If your property is in the grey area of the map – including Bishop’s Stortford,

Basingstoke and Crawley – you receive wastewater services from us and water services

from a separate water company. They bill you for both services, including billing for

your wastewater services on our behalf.

2.4 If your property is in the green area of the map, you receive water services from us and

wastewater services from a separate water company. We will bill you for both services,

including billing you for your wastewater services on the other company’s behalf.

The exceptions are those areas on Southern Water’s border, where you will receive

two bills: one from Southern Water for the water services and another from us for the

wastewater services, or vice versa.

2.5 If you are moving home and want to check if the property is in our supply area, you

can visit thameswater.co.uk/movinghome to carry out a postcode search. If you want

to check which charges apply, contact us using the details on the next page.

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Thames Water Household Charges Scheme 2024-25

3 How to contact us

3.1 If you have a speciﬁc enquiry, please visit thameswater.co.uk/

contactus for advice. You can also contact us via Facebook and

Twitter, or by calling us on the following numbers:

• Operational enquiries: 0800 316 9800

• Billing enquiries: 0800 980 8800

• Extra care services: 0800 009 3652

3.2 If your hearing or speech is impaired, you can contact us using

Relay UK – see relayuk.bt.com.

3.3 If you are unhappy with any aspect of our service, you can ﬁnd more

information about our complaints procedure at thameswater.co.uk/

complaints, or call us and request a copy.

3.4 CCW is an independent body that acts as the voice for water

consumers. For free independent advice visit ccwater.org.uk,

call 0300 034 2222 or write to CCW – the voice for water consumers,

23 Stephenson Street, Birmingham B2 4BH.

3.5 Our regulator Ofwat can deal with certain issues – for more

information see ofwat.gov.uk.

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Thames Water Household Charges Scheme 2024-25

4 Liability for paying charges

This section sets out who is liable for paying us for

water and/or wastewater services, and under what

circumstances.

4.1 Who is liable for paying charges?

4.1.1 The occupier of a property will be liable for paying the charges.

4.1.2 Where a property is rented and a tenant occupies the property, the

tenant will be liable for paying the charges, regardless of any terms

and conditions to the contrary contained in a tenancy agreement

made between the tenant and their landlord.

4.1.3 Where two or more people are occupying a property, then each

occupier will be jointly and severally liable for paying the charges – i.e.,

we can recover all the charges for the property from all or any one of

the occupiers.

4.1.4 Where a property is divided into bed-sitting rooms with communal

facilities, we may decide that the owner of the property is liable for

the charges.

4.1.5 Where we have existing arrangements in place for local authority

and housing association landlords to collect the charges from their

tenants on our behalf, our services are provided to the tenants as the

occupiers of a property and the tenant is responsible for paying their

landlord the charges.

4.1.6 Where we have entered into a billing agreement with a third party

such as a landlord or management company, the third party will be

liable for paying the charges for services provided to a property.

4.1.7 Where a billing agreement has not been made but a third party is

authorised to collect charges from the occupier and pay the bill on

the occupier’s behalf, our services are provided to the occupier of the

property and liability for the charges will remain with the occupier.

4.2 Liability for paying the charges when the occupier moves

out

4.2.1 If you pay metered charges, you must give us at least two working

days’ notice before you move out, otherwise we may continue to hold

you liable for paying the charges until the earliest of the following:

• 28 days after you give us notice;

• the date of the next scheduled meter reading; or

• the date when the new occupier tells us they have moved in.

4.2.2 If you pay unmetered charges and move out after paying your

charges for the billing period, we will refund or credit your account for

the charges covering the period when you have left the property. We

will do this by calculating the charge per day on a pro rata basis.

4.3 Back-billing of charges

4.3.1 If we identify that we have not billed you for all or part of your water

and/or wastewater charges, we may back-bill you for those charges.

In most cases, this may be up to a maximum of six years from the

date we became aware that we had not billed you, in line with the

Limitation Act 1980. Longer periods may apply depending on the

circumstances. In doing so, we will apply the tariffs (including all ﬁxed

and variable charges) set out in the Charges Schemes for the relevant

year/s.

4.3.2 If you have asked us to ﬁt a water meter at your property, or we

have given you notice that we will ﬁt one compulsorily, and we then

discover that you have not been billed for all or part of the water/

wastewater charges for any billing period before the meter was

installed, then if we are unable to back-bill charges on an unmetered

basis, we may back-bill charges based on an estimate of the volume

of water supplied.

4.4 Disconnection of water supply

4.4.1 Where you give us written notice that from a speciﬁed date you no

longer require a water supply to the property you occupy, you will not

be liable for the water charges after that date.

4.5 Insolvency

4.5.1 If you enter into any type of formal insolvency procedure, such as

bankruptcy, individual voluntary arrangement or debt relief order, we

will calculate any charges you owe on a daily basis up to the day that

the relevant insolvency procedure takes effect (‘the insolvency date’).

These charges will be managed in line with the relevant insolvency

procedure.

4.5.2 Charges that apply after the insolvency date will not be included in

the insolvency procedure. This means that you, as the occupier of the

property, will be responsible for paying the charges that apply from

the next day after the insolvency date.

4.6 Water for ﬁreﬁghting purposes

4.6.1 We will not charge for water used for the purpose of ﬁreﬁghting,

testing ﬁreﬁghting equipment or training persons for ﬁreﬁghting, in

accordance with Section 147(1) of the Water Industry Act 1991.

4.6.2 We will not charge for the discharge of water into the sewer network,

which has been used for ﬁreﬁghting purposes.

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5 Unmetered charges

This section explains how we calculate the charges for

each water supply and/or for wastewater services provided

if your property does not have a water meter for charging

purposes.

If we just provide your property with wastewater

services, we will calculate your wastewater charges on an

equivalent basis to the unmetered water charges applied

by your water company.

a) We will base unmetered charges on one of the following, which will be

indicated on your bill:

• rateable value charge

• notional value charge

• assessed household charge

• bulk supplied households (RV) charge

b) We will then add a ﬁxed charge, as described in 5.5 below, and make

any deductions if you have successfully applied for either a surface

water drainage rebate or a wastewater abatement (explained in the

‘Further adjustments to your bill’ section).

c) Finally, we will apply any further adjustments we have agreed to make

if you have spoken to us about having difﬁculty paying.

5.1 The rateable value charge

5.1.1 We will calculate your charges based on your property’s rateable

value.

5.1.2 Rateable values were created by the Government, based on their

assessment of how much properties could be let for. They considered

factors like the size and condition of a house and the availability of

local services.

5.1.3 We multiply the rateable value of your property by the rate per pound

for water and wastewater. This is the amount, in pence, we charge for

each pound of your property’s rateable value. There is one rate per

pound for water and another for wastewater returned to our sewers.

We divide this total by 365 to work out your charge per day and then

multiply it by the number of days in your billing period.

5.1.4 The rates vary depending on the charging area your property is

located in. The rates for each charging area are set out in the Charges

Schedule. An area is determined by us and the charges that apply to

each area reﬂect both the difference in the average use of water and/

or wastewater services for various properties and the broad variations

in rateable value for similar properties across our supply region. We set

the water and wastewater rates to make sure that customers living in

similar properties pay approximately the same amount for their water

and wastewater services.

5.1.5 The Government froze rateable values in 1990, so we use values from

the rating valuation list as at 31 March 1990.

5.2 The notional value charge

5.2.1 Where we cannot apply the rateable value charge to your property

for any of the reasons below, we will decide a notional value for your

property. This will apply where the property:

a) had no rateable value at 31 March 1990;

b) has been created since 31 March 1990, by dividing one or

more properties, merging two or more properties, or has been

developed so that the property ﬂoor space is at least 50 per

cent more than it was previously; or

c) has a rateable value of less than £50, which is not

representative of other similar properties in the rating valuation

list.

5.2.2 We will decide a notional rateable value by referring to the rateable

values of similar properties within the same charging area, as included

in the rating valuation list on 31 March 1990.

5.2.3 Once we have set a notional rateable value for your property, we will

apply the rateable value charges as set out in 5.1.3 and 5.1.4 above.

5.3 The assessed household charge

5.3.1 If we supply your water and have been unable to install a meter at

your property because it is not reasonably practicable to ﬁt one or it

would involve unreasonable expense, we will let you know in writing

that we will apply the assessed household charge and when this will

take effect. We will not apply the assessed household charge if the

circumstances set out in 5.3.2 below apply.

5.3.2 If we supply your water and you have asked us to install a meter but

we have been unable to ﬁt one, we will not require you to pay the

assessed household charge if this results in you paying more than on

our rateable or notional value tariff. In this case, we will continue to

charge you the rateable or notional value tariff but will charge any

new occupiers moving into the property on the basis of the assessed

household charge.

5.3.3 If we supply your water and have been unable to install a meter at

your property as part of our compulsory metering programme, we will

require you to pay the assessed household charge even if it is more

than you were paying under the rateable value tariff.

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Thames Water Household Charges Scheme 2024-25

5.3.4 Whether we provide just your water services, water and wastewater

services, or just your wastewater services, our assessed household

charge is based on an assessed consumption charge. We calculate

this by multiplying the average water consumption of properties with

the same number of bedrooms as yours, by the relevant rate per cubic

metre. If you have told us the number of bedrooms in your property,

we will base the assessed household charge on that information,

unless you are a single occupier, in which case we apply a single

occupier charge. If you have not told us the number of bedrooms

or that you are a single occupier, we will apply the tariff for a three-

bedroom property.

5.3.5 If you later tell us the number of bedrooms, or that you are a single

occupier, we will amend the charge from the date we receive the

information but will not backdate this.

5.3.6 A single occupier means one person only. A single parent with children

at the same address will not be classed as a single occupier. The

single occupier charge applies provided we have received satisfactory

conﬁrmation that there is only one occupier.

5.4 The bulk supplied households (RV) charge

5.4.1 This charge may be applied if your property is part of a block of ﬂats

or other similar building consisting of multiple separate household

properties.

5.4.2 You will be eligible for this charge if the following apply:

• the block of ﬂats/building is supplied by a common supply pipe

or common supply pipes, and

• you and all of your neighbours in the block of ﬂats/building

who are not charged metered charges or the assessed

household charge:

a) are already, or agree to be, billed directly by us (you may

currently pay a landlord or managing agent for your water and

wastewater services), and

b) agree to us ﬁtting a bulk meter to the pipe(s) supplying the

block of ﬂats/building (unless there is one already in place), and

c) agree to be billed according to the charges as set out below.

5.4.3 If you are transferred on to this charge, we will initially calculate your

charges based on your property’s rateable value (‘RV’) using the

method set out in section 5.1.3 above and the rates per pound set out

below in table 8 of the Charges Schedule. At the end of the charging

year, your water and wastewater bill will be re-calculated by reference

to the bulk meter by dividing the wholesale charges between the

properties within the block of ﬂats/building based on the rateable

value (‘RV’) of each property. Wholesale charges are the volumetric

charges based on the usage recorded by the bulk meter and the

ﬁxed charges that vary by meter size for surface water and highway

drainage services. Any adjustment of charges that needs to be made

as a result of this re-calculation will be reﬂected in your bill for the

subsequent charging year.

5.4.4 We will work out the proportion of these charges billed to each

property by applying a factor to the wholesale charges. We will

calculate this factor for each property as the rateable value of

the property divided by the sum total of rateable values of all the

properties within the block of ﬂats/building. If your property does

not have a rateable value, then we will determine a notional rateable

value and use that instead. We will also apply a retail ﬁxed charge in

full as a standard charge to each property within the block of ﬂats/

building.

5.4.5 If we transfer you on to this charge, you may also be eligible for one

of our ﬁnancial support schemes.

5.4.6 If you are already on this tariff, you may still request an individual

water meter for your property as set out in 7.1 below.

5.5 The ﬁxed charge

5.5.1 Once we have calculated the relevant unmetered charge, we then add

a ﬁxed charge.

5.5.2 The ﬁxed charge is made up of the following:

• A retail ﬁxed charge which covers the cost of producing bills,

processing payments, managing debt and answering queries;

• A wholesale water ﬁxed charge which covers the cost of

maintaining our water network; and

• A wholesale wastewater ﬁxed charge which covers the cost of

providing highway and surface water drainage services.

5.5.3 If either the rateable value or notional value charges apply, then the

ﬁxed charge will only apply if your property has a rateable/notional

value of at least £50.

5.6 Common supplies

5.6.1 Where your property is one of a number of properties which share

a common supply pipe, you will be responsible for paying the

same water and/or wastewater charges as if you were supplied by

a separate pipe, unless you are eligible to pay the bulk supplied

households (RV) charge, as set out in 5.4 above.

5.7 Supplies to domestic garages, car spaces or store areas

5.7.1 If we provide water services or water and wastewater services to

your garage, car space or store area through a separate supply, we

will apply a single annual charge for each service, as shown in the

Charges Schedule. If your garage, car space or store area is outside

of the boundary of your property and does not have a separate water

supply, then we will apply a wastewater charge. This charge will be a

single annual charge if your garage, car space or store area is within

our water supply area, or a rateable value annual charge in line with

section 5.1 above if your garage, car space or store area is within the

water supply area of another water company.

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Thames Water Household Charges Scheme 2024-25

5.8 Using other water supplies

5.8.1 Where the property you occupy has no water supply, but you have the

right to use the unmetered supply from another property, then you

will be responsible for paying the unmetered charge for the property

you occupy.

5.8.2 If you occupy more than one building where the buildings are not

separated by a highway and not all the buildings have a water supply,

then the buildings without a supply will be deemed to have the

beneﬁt of the water supplied to those that do. You will be responsible

for paying unmetered charges based on the combined rateable value

of all the buildings. We may exercise our discretion not to apply this

method of calculation in speciﬁc circumstances.

5.9 Renovation/building works

5.9.1 If we supply your water and you are having building or renovation

work done to your property and you are still occupying the property

while the work is being carried out, you should let us know, as you

may be using more water than normal.

5.9.2 You may be charged for the water used for the purposes of building

or renovation works, in addition to the unmetered water/wastewater

charges you are responsible for paying.

5.9.3 Where unmetered charges apply to your property, we will calculate

these additional charges on the basis of the total contract value of

the work. If the total value of your building/renovation work is up

to £100,000 then we will not apply an additional charge, but your

normal unmetered charges will apply. If the total value of your

building/renovation work is over £100,000 then we will apply a

separate charge of 0.17% of the contract value.

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6 Metered charges

This section explains how we calculate the charges for

each water supply and/or for wastewater services provided

if your property has a water meter for charging purposes.

If we just provide your property with wastewater services,

we will calculate your wastewater charges using the

consumption recorded by the water meter provided by

your water company.

a) Metered charges are the fairest way to pay because your bill is based on

the amount of water you use and/or the wastewater services for your

property. We will apply metered charges for a property if:

• there is already a meter used for charging purposes

• you have asked us to install a meter

• we compulsorily install a meter

• there has been a change of occupation

• there has never previously been a water supply connection

• there is a large pond or swimming pool

• there is a large bath

• there is an automatic garden watering system

• the principal use of the property is not as your home (such as

residential homes for the elderly and similar properties)

b) We will base metered charges on a volumetric charge, calculated as

described in 6.1 below. We will then add a ﬁxed charge, as described in 6.2

below, and make any deductions if you have successfully applied for either

a surface water drainage rebate or a wastewater abatement (explained in

the ‘Further adjustments to your bill’ section).

c) Finally, we will apply any further adjustments we have agreed to make if

you have spoken to us about having difﬁculty paying.

6.1 The volumetric charge

6.1.1 We calculate the volumetric charge by multiplying the volume of

water you have used, or which we estimate you have used, by the rate

per cubic metre (i.e., per 1,000 litres).

6.1.2 There is one rate for water and another rate for wastewater returned

to our sewers. These rates are set out in table 2 of the Charges

Schedule.

6.1.3 We bill the same volume for wastewater returned to our sewers as

for water supplied. This is because our wastewater charges already

assume that up to 10 per cent of water used is not returned to our

sewers. Please see section 9.6 for further details on wastewater

abatements.

6.2 The ﬁxed charge

6.2.1 The ﬁxed charge is split into the retail ﬁxed charge, which covers the

cost of producing bills, processing payments, managing debt and

answering queries, and the wholesale ﬁxed charge which covers the

cost of providing highway and surface water drainage services.

6.2.2 The retail ﬁxed charge is applied once per property but the wholesale

ﬁxed charge is applied once per pipe/meter supplying the property.

Therefore, a property with two pipes/meters will be charged one retail

ﬁxed charge but two wholesale ﬁxed charges.

6.2.3 There is a ﬁxed charge for single properties with their own meter, and

another for multiple properties with a bulk meter. If your property has

a bulk meter, the ﬁxed charge will depend on the size of the meter

and will also include an additional ﬁxed retail services charge, as

shown in the Charges Schedule.

6.3 Liability for leakage

6.3.1 When we talk about charging you for the volume of water you use, we

mean all the water recorded by the meter, including any water wasted

as a result of leakage from your supply pipe.

6.3.2 Our leakage Code of Practice sets out our procedure on leakage

including information about our leakage allowance. For more details

on our leakage Code of Practice see thameswater.co.uk/leaks.

6.4 Reading the meter

6.4.1 We rely on meter readings as an accurate recording of how much

water we should be charging you for.

6.4.2 The water meter will be either:

• a standard model, which is read by visiting the site of the meter

or via a hand-held device from a nearby vehicle; or

• a smart model, which can be read remotely if there is a signal

transmission mast installed in your area.

6.4.3 If you pay us by instalments as part of a payment plan, we will use

the meter readings to help recalculate your next plan once you reach

the end of your current one.

6.4.4 If we supply your water, unless you have a smart meter ﬁtted, we will

read the meter at least once a year and as near as practicable to the

same date each year.

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6.5 Estimating your charges

6.5.1 If it has not been possible to read your meter for any reason, we will

calculate your charges based on estimated usage using historical

meter readings at your property. If this data is not available, or

does not cover a long enough period, we will use any other relevant

information as a method to calculate your estimated usage.

6.5.2 If you provide your own meter reading showing you have used less

water, we will recalculate your charges. If we normally bill you, we will

cancel the bill and send you a new one based on your meter reading.

6.5.3 If we supply your water and you submit a reading showing you have

used more water, we will not issue a new bill. If your next bill is based

on an estimate rather than an actual reading, we will use the reading

you have submitted to help calculate this estimate.

6.6 Access to the meter

6.6.1 Where we provide you with a water supply, the water meter belongs

to us and we are responsible for carrying out any metering works

such as ﬁtting, maintaining, repairing, replacing, disconnecting and

removing the meter. We will cover the cost for these metering works

except where a meter is ﬁtted for a new connection, or where we have

incurred a cost because you have obstructed or covered the meter.

6.6.2 If the meter is within the boundary of your property, such as your

driveway or garden, it is important that you do not cover or obstruct

the meter in any way and that you allow us reasonable access to

the meter so we can take a meter reading or carry out any necessary

metering works.

6.6.3 If you deny us access to ﬁt, read, maintain or replace the meter or

carry out any necessary metering works at your property, we may

transfer you to our no access charge until you provide us access.

6.6.4 If you receive your water supply from another water company and

are transferred on to their ‘no access’ charge because you have

denied them access in the way described in 6.6.3, we will transfer you

on to our no access charge for wastewater charges.

6.6.5 The no access charge is a ﬁxed annual charge as shown in the

Charges Schedule, which may be more than what you would normally

pay.

6.6.6 You must not remove, interfere with or damage the meter, as this is a

criminal offence under Section 175 of the Water Industry Act 1991.

If you are convicted of this offence, you could be ordered by the

Magistrates Court to pay a ﬁne.

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Thames Water Household Charges Scheme 2024-25

7 Moving to metered charges

If your property is within our water supply region, you

can move to paying metered charges either by asking us

to install a water meter or as a result of us ﬁtting a meter

compulsorily. This section explains the processes involved

and how we deal with any changes once the meter has

been ﬁtted.

7.1 Requesting a water meter

7.1.1 You can apply for a meter at thameswater.co.uk/meter or by calling

us to ask us to install one. If you are renting your property and have a

tenancy for six months or more, you can apply for a meter and do not

need your landlord’s permission.

7.1.2 We will install the meter free of charge, up to 50 calendar days from

your request, and will apply metered charges from the date we ﬁt it.

If we fail to install the meter within this timeframe and it is our fault,

we will charge you only the metered ﬁxed charges from day 51 until

the date we install the meter, after which both volumetric charges and

metered ﬁxed charges will apply.

7.1.3 If you have caused a delay which prevented us from installing the

meter within 50 calendar days – for example, by not attending pre-

arranged appointments or by asking for the meter to be ﬁtted at a

later date – we will continue to charge you on your existing tariff until

we have either ﬁtted the meter or ﬁnd we are unable to install one.

7.1.4 We are not obliged to ﬁt a meter if it is not reasonably practicable or

it would involve unreasonable expense – for example, if:

• we need to install more than one meter

• ﬁtting the meter would create problems in accessing, reading,

inspecting and maintaining it

• substantial alterations to the pipework would be needed

7.1.5 If we are unable to ﬁt a meter for these reasons, we will move you to

the assessed household charge as described in 5.3 above.

7.1.6 If you disagree with us whether it is reasonably practicable to install

the meter, or whether it would involve unreasonable expense, and you

are unhappy with our response, you (or we) can contact Ofwat.

7.2 Reverting to unmetered charges

7.2.1 Subject to section 7.2.2, you can ask us to revert you back to

unmetered charges within 12 months of us applying metered

charges, or within one calendar month of receiving your second

metered bill (whichever is the later). Where you ask us to revert to

unmetered charges, this will take effect from the date you make the

request. If we do not have an actual reading taken on this date, we

will estimate what it would have been. In this case:

• The meter must remain in place, as we will use it as the basis for

charging subsequent occupiers

• Your property must be mainly used as a home

• You can only revert to unmetered charges if you or a person

living in the property who remains living there had originally

requested us to ﬁt a meter and neither you nor the other person

had previously requested a meter for the property

• If your property falls within an area where we will compulsorily

install meters in the future, we still have the right to charge you

metered charges at a later date.

7.2.2 You cannot revert to unmetered charges if:

• your meter was ﬁtted compulsorily,

• your property is in an area which is subject to

compulsory metering,

• you use the water supply for any of the following:

• to water your garden using a sprinkler, hosepipe or any

other device that is not hand-held

• to ﬁll a large pond or swimming pool with a capacity

greater than 10,000 litres

• to ﬁll a bath with a capacity (measured to the centre line

of overﬂow) greater than 230 litres

• for a shower unit of a type speciﬁed under paragraph 4(c)

of the Table to Regulation 5 of the Water Supply (Water

Fittings) Regulations 1999

• for a unit which incorporates reverse osmosis

7.2.3 If you switch from unmetered to metered charges during a billing

period for which you have already been billed using either rateable

value or notional value charges, you will only be responsible for paying

these up to the date we ﬁt the meter. If you have paid all or part of

these charges, we will either credit or refund any unmetered charges

covering the period after which we installed the meter.

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Thames Water Household Charges Scheme 2024-25

7.3 Compulsory metering

7.3.1 We have a metering programme to install smart meters to properties

we supply water to which are in areas of serious water stress.

7.3.2 An area of serious water stress is determined by the Secretary of State

under Regulation 4(1) of the Water Industry (Prescribed Conditions)

Regulations 1999 (as amended) in accordance with Section 144B of

the Water Industry Act 1991. Our water resources management plan,

published under section 37B(8)(a) of the Water Industry Act 1991,

sets out our compulsory metering programme, which the Secretary of

State has approved.

7.3.3 If your property falls within a water supply area which will be

compulsorily metered, we will write to you in advance to let you know

when we will install the smart meter and when the meter will be

activated. We will also explain to you about our 12-month comparison

period and when we will move you from unmetered charges to

metered charges.

7.3.4 Once we have ﬁtted the meter, in order to help you adjust to

metered charges, we will send you regular ‘comparison’ bills over the

12-month comparison period. These will show the difference between

your unmetered charges and what you would be paying if charged on

a metered basis.

7.3.5 We will switch you to metered charges from the date of your ﬁrst

meter reading taken after the 12-month comparison period, unless

you have asked us to switch to metered charges before then, or if

there has been a change of occupation of the property.

7.3.6 If you move into a property where we have installed a meter, metered

charges will apply from the date you move in, whether or not the

previous occupier has reached the end of the 12-month comparison

period.

7.4 Meter location

7.4.1 We will tell you where we will install the meter, as we need to make

sure it is reasonably accessible for reading, inspection, testing or

maintenance. We will usually try to install the meter outside your

property as near as reasonably practicable to the boundary of your

property, or at the point where your supply pipe enters your property.

7.4.2 If we are unable to install the meter outside then we will try to install

it inside your property, as near as reasonably practicable to where

your supply pipe enters your property, or to the internal stop tap.

7.4.3 If you ask us to move the meter to an alternative location, we will do

so at our discretion. You will be required to pay any costs this will incur.

The cost will depend on the work needed to relocate the meter and

we will add VAT. For more information, see thameswater.co.uk/meter.

7.4.4 When we install the meter, we will tell you if we ﬁnd a leak on your

supply pipe. If we can ﬁx it without any further digging, we will do

so, but if not, we will tell you how you can get it repaired. For more

information, see our leakage Code of Practice at thameswater.co.uk/

leaks.

7.5 Testing water meters

7.5.1 If you think your meter is not working correctly, you can ask us to test

it. We will remove the meter and send it to an independent testing

facility for testing in line with the Water (Meters) Regulations 1988. In

the meantime, we will install a replacement meter, which will remain

in place regardless of the test results.

7.5.2 If the results show the meter is working correctly – in other words,

registering within the prescribed limits of error – we will charge you

£70 (+VAT).

7.5.3 If the results show the meter is not working correctly – in other words,

registering outside of the prescribed limits of error – we will adjust your

metered charges:

• In the case of under-recording, we will adjust your charges back

by a maximum of six months from the last meter reading.

• In the case of over-recording, we will adjust your charges back to

the last meter reading but one.

7.5.4 If we decide your meter should be sent for testing, we will not charge

you, whatever the result.

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Thames Water Household Charges Scheme 2024-25

8 Charges if you have diculty paying

We know it can be worrying if you are struggling to pay or

concerned that you might struggle in the future. There are

a number of ways in which we may be able to help. We

have explained two of these schemes below: WaterSure

and WaterHelp.

To apply for either scheme or ﬁnd out more about our other ﬁnancial support

schemes and ﬂexible ways to pay your bills, see thameswater.co.uk/helptopay.

8.1 WaterSure

8.1.1 The WaterSure scheme caps your metered water and wastewater

charges. Eligibility for WaterSure will be based on the qualifying

criteria set out below.

8.1.2 Where you apply and qualify for both WaterSure and WaterHelp, we

will charge you the lower of the two tariffs.

Qualifying criteria

8.1.3 To qualify, you or someone living in the property must receive one

or more means-tested beneﬁts/tax credits set out in 8.1.4 below and

either:

• the person receiving the means-tested beneﬁts/tax credits is

also receiving child beneﬁt for three or more children under the

age of 19 who are living at the property and who are in full-time

education or approved training; or

• someone living in the property has any of the medical conditions

set out in 8.1.5 below that requires them to use extra water.

8.1.4 The qualifying means-tested beneﬁts/tax credits are:

• Housing Beneﬁt

• Income related Employment & Support Allowance

• Income Support

• Income based Job Seeker’s Allowance

• The Working Tax Credit

• The Child Tax Credit (except families in receipt of the family

element only)

• Pension Credit

• Universal Credit

8.1.5 The qualifying medical conditions are:

• Abdominal stoma

• Desquamation (ﬂaky skin loss)

• Weeping skin disease (eczema, psoriasis, varicose ulceration)

• Crohn’s disease

• Ulcerative colitis

• Incontinence

• Renal failure requiring home dialysis (except where a health

authority contributes to the cost of water)

• Any other medical condition that has been diagnosed by

a medical practitioner that requires the use of a signiﬁcant

additional amount of water

Capped metered bill

8.1.6 If you qualify for WaterSure your annual water charges will be capped

at £255.00 and/or your annual wastewater charges will be capped at

£216.00. If your meter readings show that you are using less water

and that you should be paying less than this capped amount, we will

apply metered charges, so you only pay for what you use plus the

ﬁxed charges.

Restrictions on use of water

8.1.7 In addition to the qualifying criteria above, the property must be

your only or main home and you must not use water supplied to

the property for automatically ﬁlling a swimming pool or large pond

or watering a garden with a sprinkler or other automatic garden

watering system.

How to apply

8.1.8 If you receive water only, or both water and wastewater services,

from us, you can apply for WaterSure at thameswater.co.uk/watersure

or call 0800 009 3652. If you qualify, your charges will be capped

from the date of your application, and will expire 12 months later,

unless this falls part way through a billing period, in which case it will

expire at the end of the next billing period. Your application will be

automatically renewed each year, but we may be in touch if we need

to check that you still qualify. If you receive wastewater services from

another service provider, we will let them know to apply the WaterSure

cap to your wastewater charges.

8.1.9 If you receive wastewater services from us but another water

company supplies your water, you will need to apply for WaterSure

directly to that water company. If you qualify, we will apply the cap to

your wastewater charges when your water company requests us to do

so.

About the WaterSure scheme

8.1.10 The WaterSure scheme is a nationwide statutory social tariff

as set out in the Water Industry (Charges) (Vulnerable Groups)

(Consolidation) Regulations 2015 and in compliance with section

143A of the Water Industry Act 1991.

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Thames Water Household Charges Scheme 2024-25

8.2 WaterHelp

8.2.1 The WaterHelp scheme reduces your metered or unmetered charges

and applies to the services which we bill you for.

8.2.2 If we bill you for both water and wastewater services and you spend

more than 5 per cent of your net household income on water and

wastewater charges, WaterHelp reduces these charges by 50 per cent.

8.2.3 If we bill you for either water or wastewater services and you spend

more than 2.5 per cent of your net household income on water or

wastewater charges, WaterHelp reduces this charge by 50 per cent.

8.2.4 Eligibility for WaterHelp will be based on the qualifying criteria set out

below.

Qualifying criteria:

8.2.5 We will assess eligibility based on the net household income during

the six months preceding the date of application. Evidence of income

relating to a shorter period (of at least two months) may be accepted

if you are unable to provide evidence of income for the whole six

months.

8.2.6 In order to work out your net household income, we take the total

income from all sources (including any pensions and beneﬁts) of

everyone living permanently at the property. We then deduct income

tax, National Insurance, Council Tax, disability beneﬁts and housing

costs to give the net household income.

• By ‘disability beneﬁts’ we mean Disability Living Allowance,

Attendance Allowance, Personal Independence Payments, and

the disability element of any other beneﬁts.

• By ‘Council Tax’, we mean the amount you are required to pay,

after any discounts are applied.

• By ‘housing costs’, we mean rent and mortgage payments

(except lump sum capital repayments).

8.2.7 Once we have worked out your net household income, we then apply

a method used by the Ofﬁce of the European Union to adjust the

net household income proportionately, according to the number of

people living at the property. This includes non-dependent residents,

such as working adult children or lodgers. We also factor in the

number of household members aged under 18.

How to apply for WaterHelp

8.2.8 You can apply for WaterHelp at thameswater.co.uk/waterhelp or

call 0800 009 3652. If you qualify, your charges will be reduced

from the date your application is received. Your application will be

automatically renewed each year, but we may be in touch if we need

to check that you still qualify.

8.2.9 If you are billed by another company for your water supply, you may

be eligible for their ﬁnancial support schemes for the water supply

services they provide to you. Your water company will have support

schemes set out in their own Charges Scheme.

8.2.10 If you receive your wastewater services from us but receive one bill

from your water company for both water and wastewater charges,

your eligibility for WaterHelp will be based on the low income criteria.

Your water company’s Charges Scheme will set out the eligibility

criteria and application details for the low income WaterHelp scheme.

About the WaterHelp scheme

8.2.11 Our WaterHelp scheme has been developed in compliance with

Section 44 of the Flood and Water Management Act 2010 (social

tariffs) and with regard to the Defra document ‘Company Social

Tariffs: Guidance to water and sewerage undertakers and the Water

Services Regulation Authority under Section 44 of the Flood and

Water Management Act 2010’ June 2012.

Existing WaterHelp customers

8.2.12 We have changed the eligibility criteria for WaterHelp. If you are

currently in receipt of the WaterHelp scheme under the previous

low income criteria, you will continue to be charged 50 per cent

of your water and/or wastewater charges until at least 31 March

2025, provided the low income criteria are met. This means you

need to have a gross household income of less than £18,725 or less

than £23,933 if your property is within a London Borough. ‘Gross

household income’ means the total income from all sources of

everyone living at the property. ‘Gross’ means before any deductions

for tax, national insurance, DWP or council deductions, or any other

non-disability related beneﬁts including Housing Beneﬁt and Child

Beneﬁts. You do not have to include any money you receive in respect

of disability. This includes Disability Living Allowance, Attendance

Allowance, Personal Independence Payments and the disability

element of any other beneﬁts.

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Thames Water Household Charges Scheme 2024-25

9 Further adjustments to your bill

This section explains a number of reductions to our

charges that you might qualify for depending on

circumstances at your property.

9.1 Charging adjustments for empty properties

9.1.1 We deﬁne an empty property as one that is unoccupied and

unfurnished, except for white goods such as washing machines,

fridges and freezers.

9.1.2 If we have been told your property is empty and you can show it is

unoccupied and unfurnished, we will not charge you for unmetered

supplies or ﬁxed charges for metered supplies.

9.1.3 If you need to tell us about an empty property, please call us – see the

‘Contact information’ section. If we reduce your charges, this will take

effect from the date you tell us the property is empty.

9.1.4 If we become aware that water is being used at the property

(including water lost due to leakage), all relevant charges will be

payable.

9.2 Temporary absence from your property

9.2.1 If you are temporarily absent from your property for an extended

period of time – for example, because you are living abroad or are

in prison – we will apply the same process as in 9.1.2. Again, the

property will need to be unfurnished.

9.3 Compassionate allowance

9.3.1 We will refund charges for unmetered supplies, or ﬁxed charges for

metered supplies, if you are the sole occupier of a furnished property

and are in medical care, such as a hospital, nursing home or care

home, for three months or more.

9.3.2 In these circumstances, if you pay unmetered charges, we will credit

your account with any charges paid during your period of absence. If

you pay metered charges, we will credit your account with any ﬁxed

charges paid during your period of absence.

9.3.3 If it is conﬁrmed that you will not be returning home, we will close the

account from the date you left the property.

9.4 Leakage allowance

9.4.1 You are liable for all water passing through the meter, including water

lost due to leakage from the supply pipe.

9.4.2 If there is a leak on your supply pipe downstream of your water

meter, your bill will be higher as a result. If you repair the leak within

four weeks of it coming to our attention, we will credit your account

with a leakage allowance, subject to the exceptions set out in 9.4.5.

9.4.3 We will calculate this allowance by estimating the volume of water

lost via the leak and working out how much water is likely to have

been used at your property based on your past usage.

9.4.4 If there is no record of past usage, we will base our estimate on

typical water usage for similar properties. We will further adjust your

charges if your subsequent usage is signiﬁcantly different from what

we have estimated.

9.4.5 We are not required to apply a leakage allowance if:

• the leak is on internal pipework and we have previously applied a

leakage allowance to an internal leak at your property;

• the leak was caused by your negligence, or that of anyone

acting on your behalf;

• we have had to use our powers under Section 75 of the Water

Industry Act 1991 to repair it; or

• you knew about the leak, or ought to have, and failed to repair it

within four weeks.

9.4.6 We need to be satisﬁed that there is reasonable evidence for

establishing the start and end dates of the leak. You must submit

a claim for a leakage allowance in writing within three months of

repairing the leak – you can ﬁnd the claim form at thameswater.co.uk/

leakallowance.

9.4.7 If we have granted you a leakage allowance on internal pipework,

we will not do so again if a subsequent internal leak occurs at your

property on the same pipe. This limit does not apply to leaks on an

external pipe.

9.4.8 We will pay the leakage allowance for the period from the date the

leak began until the date it is repaired, for a period no longer than

two years. For more details on our leakage Code of Practice, see

thameswater.co.uk/leaks.

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Thames Water Household Charges Scheme 2024-25

9.5 Surface water drainage rebates

9.5.1 Where you can prove to our satisfaction that no surface water from

your property drains to a public sewer, we will reduce your wastewater

charges by the amount shown in the Charges Schedule.

9.5.2 We will backdate this rebate to a maximum of six years – the current

ﬁnancial year plus a further ﬁve – where you can provide evidence

that no surface water from your property has drained to our sewers

over this period.

9.5.3 We will not apply this rebate where some, but not all, surface water

from your property has been diverted away from our sewers. It would

be prohibitively expensive to fund the cost of fairly and accurately

calculating rebates based on the proportion of surface water that

does not enter a public sewer.

9.5.4 We will seek to verify all information you provide. We will not reduce

your charges where our maps show there is a surface water sewer

nearby.

9.5.5 If you successfully apply for a rebate and our records show there

is only a foul or private sewer in your road, we will write to your

neighbours in the same postcode inviting them to apply.

9.5.6 If your property is part of a block of ﬂats or maisonettes and you

successfully apply for a rebate, we will automatically apply the rebate

to all the properties within the block of ﬂats or maisonettes and their

rebate will apply from the date you made the application.

9.5.7 Claims must be in writing and can be made using our form at

thameswater.co.uk/swd.

9.6 Wastewater abatements

9.6.1 Our wastewater charges already assume that up to 10 per cent of

water used does not return to a public sewer.

9.6.2 If you can prove that more than 10 per cent of the water you use

is not returned to a public sewer, you will qualify for a wastewater

abatement. We will apply this abatement by reducing your

wastewater bill by this additional percentage.

9.6.3 If there is a leak on your supply and you successfully apply for a

leakage allowance, we will not process an application or pay an

abatement during the period of this allowance. This is because the

allowance covers the increased wastewater charges as well as the

water lost during the period the leak was running.

9.6.4 You must apply in writing and can complete a form at thameswater.

co.uk/abatement You must also provide meter readings covering the

previous 12-month period. We will not consider your application if

there has been a leak on your supply during this 12-month period.

9.6.5 If you qualify for a wastewater abatement, we will apply it from the

date when we received your completed application form. We will not

backdate it beyond this point.

9.6.6 If you receive only wastewater services from us and are billed on our

behalf by another water company, we will notify them if you qualify

and ask them to apply the abatement.

9.6.7 We may review whether you still qualify for an abatement at any time

and adjust your account to reﬂect any change in circumstances.

9.7 Wastewater charges where there is only a surface water

discharge

9.7.1 If your property discharges only surface water to a public sewer, your

wastewater bill will be limited to just the ﬁxed charge as set out in

the Charges Schedule, unless you only pay us drainage charges for a

garage, car space or store area. This will apply so long as the property

has a rateable value of at least £50. You will need to call us to tell us

this.

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Thames Water Household Charges Scheme 2024-25

10 How and when to pay us

10.1 Methods of payment

10.1.1 There are a number of ways you can pay your bill. Some service

providers may charge you a handling fee for using their payment

method, and some do not. We have set these out below.

10.1.2 The following payment methods do not incur a handling fee:

• Direct Debit is a quick and easy way to pay your bill regularly: to

set this up, visit thameswater.co.uk/directdebit or call us on 0800

980 8800.

• Thames Water payment card for use at PayPoint and Payzone

outlets: to set this up, visit thameswater.co.uk/paymentplan or

call us on 0800 980 8800. We recommend you ask for a receipt.

The maximum single transaction is £350.

• Debit/credit card: visit thameswater.co.uk/cardpayment or call us

on 0800 980 8800. There are no handling fees for this option,

but your bank may charge you interest if you use a credit card.

• Online banking: quote your Thames Water account number as

a reference and send to Thames Water account 00286125, sort

code 57-27-53.

• Cheque: payable to: Thames Water Utilities Ltd. Send it to:

Thames Water, PO Box 234, Swindon, SN38 3TW. Write your

Thames Water account number on the back. Please do not post-

date your cheque.

• Water Direct: If you are in receipt of means-tested beneﬁts and

want your water/wastewater bill deducted from your beneﬁt

payments, visit thameswater.co.uk/waterdirect.

10.1.3 The following payment methods may incur a handling fee, so please

check with the service provider ﬁrst:

• Giro slip: ﬁll in the giro slip on the back of your bill and take it to a

bank or Post Ofﬁce that accepts them.

• Pay by cash: You can take your bill to the Post Ofﬁce and make a

cash payment. Please make sure you get a receipt.

10.1.4 When paying in full – without a payment plan – you can pay by debit/

credit card, online banking, giro slip or cheque.

10.1.5 If you are unable to pay your bill in full, you can split the amount into

more manageable instalments at no extra cost. You can do this by

setting up a payment plan with us, and paying by Direct Debit, debit/

credit card, Thames Water payment card, online banking, cheque or

Water Direct (if eligible).

10.2 Frequency of payment for unmetered charges

10.2.1 Unmetered charges apply for each day that you occupy the property.

The payment is due in advance on 1 April and we will bill you before

this date for the charges that apply for the following 12 months.

10.2.2 If you have moved into the property after 1 April, charges will be

payable on a day we advise. Payment of your bill can be made in full

or split across the year in a payment plan.

10.2.3 Direct Debit payment plans are available:

• Monthly

• Ten times a year

• Eight times a year

• Half-yearly

• Once a year, when you receive your bill

10.2.4 If you are not paying by Direct Debit, payment plans are available:

• Weekly

• Fortnightly

• Monthly

• Ten times a year

• Eight times a year

• Half-yearly

• Once a year, when you receive your bill

10.3 Frequency of payment for metered charges

10.3.1 We will read your meter at least once within the charging year but we

will bill you approximately every six months. If we have actual meter

readings, we will calculate both your bills using these. If not, we will

calculate one of your bills using an actual meter reading and will base

the other on an estimate. If you have a smart meter or have provided

us with a meter reading, we will base both your bills on actual meter

readings.

10.3.2 Your billing period may fall within two charging years, meaning that

part of your bill will apply the charges set in our 2023-24 Charges

Scheme and the balance of your bill will apply the charges set in this

Charges Scheme for 2024-25. We may calculate the part of your

bill relating to our 2023-24 charging year on estimated usage using

historic meter readings at your property.

10.3.3 Payment is due on receipt of the bill, unless you have agreed a

payment plan with us.

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Thames Water Household Charges Scheme 2024-25

10.3.4 Direct Debit payment plans are available:

• Monthly

• Every six months, when you receive your bill

10.3.5 If you are not paying by Direct Debit, payment plans are available:

• Weekly

• Fortnightly

• Monthly

• Every six months, when you receive your bill

For more details on ways to pay and how to set up a payment plan, see

thameswater.co.uk/pay.

10.4 Payment by instalments

10.4.1 If there is any underpayment or overpayment where you are paying

by instalments, we will carry this forward and use it to calculate the

instalments for your next payment plan. Where requested, we will

refund any overpayment.

10.4.2 We calculate monthly instalments on the basis of estimated usage

and adjust these on a yearly basis once we have taken meter

readings.

10.4.3 If you are paying by instalments and have not paid on the due date,

or not paid the required amount, you will become liable for paying

any remaining charges. For more details see thameswater.co.uk/debt.

10.5 Debt recovery procedure

10.5.1 If you are having difﬁculty paying your bill, please contact us straight

away so that we can help you get back on track.

10.5.2 Before we take any kind of debt recovery action, we will always

send you a ﬁnal notice, giving you at least seven days to pay the

amount you owe. You can contact us (or our debt collection agents,

if your account has been passed to them) at any stage to make an

agreement to pay. Sticking to the agreement will avoid further debt

recovery action.

10.5.3 If you do not pay or if you fail to keep to an agreement to pay, we

may pass your account to a debt collection agency. We may also start

legal proceedings against you. If we do so, any applicable Court and

legal fees incurred will be added to the amount you owe and we may

claim for interest on the debt owed in accordance with section 69 of

the County Courts Act 1984.

10.5.4 Our debt recovery procedure is set out in the guide ‘How we can help

if you’re struggling to pay’, available at thameswater.co.uk/debt.

Contents

Thames Water Household Charges Scheme 2024-25

11 Interpretation

In this Charges Scheme the following terms have the meanings as set out below:

TermTerm MeaningMeaning

assessed household charge means a ﬁxed annual charge, split into bands, which relates either to a single occupier or to the number of bedrooms in a property.

billing period means a period of time determined by Thames Water in respect of which Thames Water may submit a bill for any charges made under this Charges Scheme.

bulk meter means a water meter which serves more than one property which are in separate occupation.

charging area means an area determined by Thames Water to reﬂect in its charges the differences in the average use of water and/or wastewater services for various properties and which reﬂect the broad

variations in ratable value for similar properties throughout the Thames Water supply region.

Charges Scheme means this charges scheme made under section 143 of the Water Industry Act 1991.

Charges Schedule means the schedule of charges ﬁxed by Thames Water for the ﬁnancial year 2024-25, which forms part of this Charges Scheme.

charging year means a calendar year running from 1 April in a given year to 31 March in the following year.

cubic metre or m3 means a unit of volume equivalent to 1,000 litres.

domestic garage, car space or store area means any garage, car space or store area used wholly or partly as a domestic garage, car space or store area or intended for such use.

domestic purposes means a supply of water which is used for drinking, washing, cooking, central heating and sanitary purposes and as set out in section 218 of the Water Industry Act 1991.

house means any building or part of a building which is occupied or is likely to be occupied as a dwelling-house, whether a private dwelling-house or not, as set out in section 219(1) of the Water Industry

Act 1991. This includes a ﬂat or maisonette.

household premises

means premises in which, or in any part of which, a person has his home and whose principal use of the premises is as a home as set out in section 17C of the Water Industry Act 1991.

Household premises are referred to in this Charges Scheme as “properties” and “property” (except where the context otherwise requires) and includes household premises within Thames Water’s

supply region where Thames Water provides water and/or wastewater services, and household premises outside of Thames Water’s supply region where Thames Water provides water only or

wastewater only services.

Instrument of Appointment means the written instrument dated August 1989 (as varied from time to time) appointing Thames Water Utilities Limited as the water and sewerage (wastewater) undertaker for the areas

described and subject to the conditions set out in the instrument, under section 6 of the Water Industry Act 1991.

large bath means a bath with a capacity, measured to the centre line of overﬂow, of more than 230 litres.

large pond means any kind of pond or pool (other than a leisure pool or swimming pool), inﬂatable or otherwise, with a capacity of more than 10,000 litres which uses an automatic replenishing system.

leisure pool means any kind of pool (other than a swimming pool or large pond), inﬂatable or otherwise, with a capacity of more than 1,000 litres and which is up to 1 metre in depth.

meter means any apparatus used for measuring or showing the volume of water to household premises and includes a meter installed by Thames Water or another water undertaker or in accordance with

a speciﬁcation approved by Thames Water or another water undertaker for the purposes of measuring the volume of water supplied to household premises, including any water lost due to leakage.

metered charges means charges for services that are based wholly or partly on measured quantities of volume and include a ﬁxed charge.

no access charge means a charge that is applied where Thames Water has been denied access to the property for the purposes of ﬁtting, maintaining, replacing or reading a water meter.

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Thames Water Household Charges Scheme 2024-25

normal working hours means the hours of 9:00am to 5:00pm Monday to Friday excluding Bank Holidays.

notional rateable value means the value determined by us in respect of any premises in place of any value included in a rating valuation list.

Ofwat means The Water Services Regulation Authority.

property means household premises.

rateable value charge means a charge ﬁxed wholly or partly by reference to a rating valuation list or otherwise determined, whether directly or indirectly, by reference to any value or other amount speciﬁed at any time in

such a list or which purports to be so ﬁxed or determined.

rating valuation list means a list which is or has at any time been maintained, for the purposes of rating, under section 41 of the Local Government Finance Act 1988, section 67 of the General Rate Act 1967 or any

other enactment.

sprinkler means a rigid or ﬂexible pipe or similar apparatus and accessories (including for the avoidance of doubt trickle irrigation systems) drawing water directly or indirectly from the water mains whether by

permanent or temporary connection and which is used attended or unattended for dispersing water from more than one outlet in such pipe or apparatus or in more than one direction whilst being

operated externally to any property supplied.

supply pipe means any part of a service pipe which does not belong to Thames Water.

swimming pool means any kind of pool (other than a leisure pool or large pond), inﬂatable or otherwise, with a capacity of 10,000 litres or more which uses an automatic replenishing system.

unmetered charges means charges for services that are not based wholly on measured quantities of volume, and include a ﬁxed charge.

wastewater services means the provision of a drainage connection, whether direct or indirect, from household premises to the Thames Water sewerage network. Where appropriate, references to “wastewater” include

the terms ‘sewage’ ‘foul water’ ‘surface water’ ‘highway drainage’ ‘sewer’ and ‘drains’ to the extent these terms are deﬁned by section 219 of the Water Industry Act 1991.

water services means the provision of a water connection, whether direct or indirect, from the Thames Water network to household premises.

we/us/our means Thames Water Utilities Limited and may be referred to as “Thames Water”.

you/your means the person liable to pay charges for water and/or wastewater services provided to household premises, or any other person to whom we provide or might provide any services to in the course

of carrying out our functions, or where relevant the ‘occupier’ ‘consumer’ or ‘customer’ each as deﬁned in the Water Industry Act 1991.

TermTerm MeaningMeaning

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Thames Water Household Charges Scheme 2024-25

11.1 Except where the context otherwise requires, words in the singular

include the plural and words in the plural include the singular.

11.2 If not deﬁned above, words and expressions used in this charges

scheme shall have the meanings given in the Water Industry

Act 1991. References to any legislation shall include its or their

amendment or replacement.

11.3 This charges scheme should be read and construed in conjunction

with the Water Industry Act 1991(including any regulations made

under it) and our Instrument of Appointment. In the event of any

conﬂict or inconsistency with this charges scheme, the provisions of

the Act or as the case may be our Instrument of Appointment will

prevail.

11.4 The charges under this charges scheme are levied in accordance with

the provisions of the Water Industry Act 1991 and the Instrument

of Appointment and any taxes (including VAT) imposed by law on

the making of such charges shall be recoverable in addition to such

charges.

11.5 We may (subject to certain restrictions in the Act) ﬁx charges for the

services we provide by reference to such matters and may adopt such

methods and principles for the calculation and imposition of charges

as appear to us appropriate.

11.6 Our charges must not show undue preference to, and must not unduly

discriminate against, any class of customers or potential customers.

11.7 Our charges scheme must comply with charging rules made by Ofwat

under sections 143(6A) and 143B of the Act.

11.8 We have consulted with CCW about this charges scheme.

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Thames Water Household Charges Scheme 2024-25

Household Charges Schedule 2024-25

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Contents

Metered water and

wastewater charges

Unmetered water and

wastewater charges

Assessed

household charge

Bulk supplied households

(RV) charges

No access charge

Other unmetered charges

WaterSure tariff

Sundry charges

Thames Water Household Charges Scheme 2024-25

Metered water and wastewater charges

* Where a single household property does not discharge surface water to our sewers, they can

claim a rebate of £37.38. Where there are a number of households in a block and the charges

for the block are paid by reference to a bulk meter by a managing agent or landlord, the ﬁxed

charge and any surface water drainage rebate that may apply will be based on pipe size and

calculated by reference to the ﬁgures under ‘Bulk metered households’ above.

In addition to the ﬁxed charge based on pipe size, a ﬁxed retail services charge of £29.14 for

water and £24.88 for wastewater will also be applied to the block of bulk metered households.

Table 2 Volumetric charges (All rates in p/m

)

Households

Consumption Volume charge

Water supply service 191.45 pence

Wastewater service 115.37 pence

Table 3 Fixed charge per year for surface water drainage only

Wastewater

Surface water drainage only

All households £58.90

Table 1 Metered ﬁxed charges per year based on pipe size

Pipe size (mm)

Pipe size

(inches)

Water

Wastewater

Full Abated*

Single households N/A £29.14 £83.78 £46.40

Bulk metered households

12/15 0.5 £0.00

£58.90 £21.52

20/22 0.75 £0.00

£132.53 £48.42

25/28 1.00 £0.00

£235.60 £86.08

30/32/35 1.25 £0.00

£368.13 £134.50

40/42 1.50 £0.00

£530.10 £193.68

50/54 2.00 £0.00

£942.40 £344.32

65 2.50 £0.00

£1,472.50 £538.00

75/80 3.00 £0.00

£2,120.40 £774.72

100 4.00 £0.00

£3,769.60 £1,377.28

125 5.00 £0.00

£5,890.00 £2,152.00

150 6.00 £0.00

£8,481.60 £3,098.88

200 8.00 £0.00

£15,078.40 £5,509.12

250 10.00 £0.00

£23,560.00 £8,608.00

300 12.00 £0.00

£33,926.40 £12,395.52

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Thames Water Household Charges Scheme 2024-25

Unmetered water and wastewater charges

The water and wastewater services bill is calculated by applying a ‘rate per pound’

to the rateable value (RV) of your property. There is a different rate for water and

wastewater services, each expressed as pence per pound (of RV) and disclosed in Table

5. In addition, a yearly ‘ﬁxed charge’ is applied; disclosed in Table 4.

Table 4 Fixed charges - unmetered per year

Water

Wastewater

Full Abated*

All households £51.92 £82.93 £45.55

* Where a household customer does not discharge surface water to our sewers, they

can claim a rebate of £37.38.

Table 5 Unmetered charges pence per pound of rateable value

Charge

area

Local authority area

Water

(pence)

Wastewater

(pence)

Kensington & Chelsea

London, City of

Westminster

90.95 49.42

Barking & Dagenham

Brent

Camden

Hackney

Hammersmith & Fulham

Islington

Newham

Redbridge

Tower Hamlets

Waltham Forest

108.92

70.97

Havering

N/A

Bexley

Bromley

Croydon

Dartford

Epsom & Ewell

Gravesham

Greenwich

Kingston

Lambeth

Lewisham

Merton

Richmond

Sevenoaks

Southwark

Sutton

Tandridge

Wandsworth

121.33

77.00

Tonbridge & Malling

N/A

Barnet

Broxbourne

East Hertfordshire

Enﬁeld

Epping Forest

Haringey

Welwyn Hatﬁeld

118.88

75.95

Brentwood

Harlow

Luton

North Hertfordshire

Stevenage

Uttlesford

N/A

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Thames Water Household Charges Scheme 2024-25

Charge

area

Local authority area

Water

(pence)

Wastewater

(pence)

Chiltern

Dacorum

Ealing

Hounslow

Slough

South Buckinghamshire

Spelthorne

Wycombe

121.01

78.71

Harrow

Hertsmere

Hillingdon

St. Albans

South Bedfordshire

Three Rivers

Watford

N/A

Basingstoke & Deane

Chichester

Elmbridge

Guildford

Hart

Horsham

Kennet

Mole Valley

Newbury

Reading

Reigate & Banstead

Waverley

Windsor & Maidenhead

Wokingham

139.92

93.05

Bracknell

Crawley

East Hampshire

Mid Sussex

Runnymede

Rushmoor

Surrey Heath

Winchester

Woking

N/A

Aylesbury Vale

Cherwell

Cotswold

North Wiltshire

Oxford

South Oxfordshire

Swindon

Vale of White Horse

West Oxfordshire

166.71

108.22

Daventry

South Northamptonshire

Stratford

Tewkesbury

N/A

Table 6 Fixed charge per year for surface water drainage only

Wastewater

Surface water drainage only

All households £58.90

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Thames Water Household Charges Scheme 2024-25

Assessed household charge

Where the assessed household charge is payable, it will be calculated on the basis set out below.

Table 7 Assessed household charges

Band Bedrooms Water Wastewater

1 0/1 bedroom £174.03 £104.87

2 2 bedrooms £189.54 £114.22

3 3 bedrooms £218.64 £131.75

4 4 bedrooms £241.80 £145.71

5 5 or more bedrooms £272.62 £164.29

6 Single occupier* £140.33 £84.57

In addition, the customer pays a ﬁxed charge of £51.92 for Water and £82.93 for Wastewater

(£45.55 for abated Wastewater) as detailed in Table 4 above.

* N.B. Single occupier – i.e., one person only. A single parent with children at the same address will

not be classed as a single occupier. The single occupier charge applies provided Thames Water has

received satisfactory conﬁrmation that there is only one occupier.

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Thames Water Household Charges Scheme 2024-25

Bulk supplied households (RV) charges

Where there are a number of households in a block and the household customers have

collectively applied to be billed individually by reference to a single bulk meter, our bulk

supplied households (RV) charges will apply. The volumetric charges and ﬁxed charges

based on meter size will be apportioned across the individual households in the block

according to the rateable value of each property.

If a property does not have a rateable value, then a notional value will be determined

by Thames Water and used in the apportionment of the volumetric charges and ﬁxed

charges based on meter size.

Note that the ﬁxed retail services charges disclosed below Table 9 will not be subject to

the apportionment set out above, so will be applied in full to each household.

Table 8 Volumetric Charges (All rates in p/m³) - Bulk supplied households (RV) charges

Bulk supplied households (RV) charges Volume charge (p/m

)

Water supply service 191.45 pence

Wastewater service 115.37 pence

Note that the volumetric charges will be applied as per sections 5.4.3 and 5.4.4 of the

Charges Scheme. The rate per pound of RV is set at 109.07 pence for water and 65.73

pence for wastewater.

Table 9 Fixed charges per year – Bulk supplied households (RV) charges

Bulk supplied households (RV) charges

Pipe size (mm) Pipe size (inches) Water

Wastewater

Full Abated*

12/15 0.5 £0.00

£58.90 £21.52

20/22 0.75 £0.00

£132.53 £48.42

25/28 1.00 £0.00

£235.60 £86.08

30/32/35 1.25 £0.00

£368.13 £134.50

40/42 1.50 £0.00

£530.10 £193.68

50/54 2.00 £0.00

£942.40 £344.32

65 2.50 £0.00

£1,472.50 £538.00

75/80 3.00 £0.00

£2,120.40 £774.72

100 4.00 £0.00

£3,769.60 £1,377.28

125 5.00 £0.00

£5,890.00 £2,152.00

150 6.00 £0.00

£8,481.60 £3,098.88

200 8.00 £0.00

£15,078.40 £5,509.12

250 10.00 £0.00

£23,560.00 £8,608.00

300 12.00 £0.00

£33,926.40 £12,395.52

* Where there are a number of households in a block and the charges for the block are paid by reference to a bulk

meter using our bulk supplied households (RV) charges, the ﬁxed charge and any surface water drainage rebate that

may apply will be based on pipe size.

In addition to the ﬁxed charge based on pipe size, a ﬁxed retail services charge of £29.14 for water and £24.88 for

wastewater will also be applied to each household in the block.

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Thames Water Household Charges Scheme 2024-25

No access charge

Thames Water reserves the right to transfer household customers to the no access charge where

the customer has denied Thames Water access for the purpose of ﬁtting, replacing, maintaining or

reading a meter.

Table 10 Fixed charge per year for no access tariff

Water

Wastewater

Full Abated*

All households £490.53 £361.82 £324.44

Other unmetered charges

Where an unmetered supply only serves a domestic garage, car space or store area at a household

premise, a ﬁxed annual charge for each unit will apply. Where there is no water supply, but surface

water drains to our sewer, only the wastewater ﬁxed charge is payable.

Table 11 Domestic garages, car spaces and store area – unmetered ﬁxed charge per year

Domestic garages, car spaces and stores Annual Charge

Water ﬁxed charge per garage, car space or store £14.41 per garage

Wastewater ﬁxed charge per garage, car space or store £9.42 per garage

WaterSure tari

The capped metered tariff that applies to customers who qualify for the WaterSure scheme will

have the following caps applied to their annual metered charges.

Table 12 WaterSure tariff annual price caps

WaterSure tariff annual price cap

Water Wastewater

WaterSure customers £255 £216

Sundry charges

Other sundry charges not covered in the sections above are detailed below.

Charges are presented excluding VAT.

Table 13 Building supplies (zero rate VAT applies)

Building supplies Charge

New supplies Metered

Alterations to existing properties with contract sum over

£100,000 (where no new supplies needed)

0.17% of contract value

Table 14 Meter testing and relocation (standard rate VAT applies)

Charge

Meter testing £70

Meter relocation Price on application

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