Smart metering for non-household customers

In preparation for installing smart meters, we are now starting to do some work on the external water supply pipes that feed customers’ premises. This may include installing a new meter chamber, making changes to an existing one, or replacing the stop tap.

Most customer supply pipes won’t need any work. If we need to work on the pipe that connects to your premises or carry out work in your street, we’ll send you a letter before we come to let you know.

No, you don’t need to do anything now – we’ll be in touch before we start work in your area and are ready to install your smart meter.

Yes. However, we will always ensure your supply is restored as soon as possible.

We appreciate that some customers require water to be able to operate. We will work with you to meet your needs wherever possible.

Yes. If your supply can be metered with a smart meter, we will always look to install one. Smart meters are a key part of our plan to keep water in the environment and reduce the amount of water lost to leaks.

Where possible, we will install a smart meter and switch you to a measured tariff, meaning you will only pay for the water you use. To understand your future bills, you will need to speak directly to your retailer.

We will work with you and your retailer to try and ensure any logging requirements are maintained.

Yes. Public Health England has confirmed that smart meters do not pose a risk to health. A smart meter is inactive for most of the day, but when active it emits no more radio waves than a two-minute mobile phone call once per day.

For more information, read GOV.UK's guidance on smart meters and health

Your smart meter will look like something this.

Standard meters measure water use, but your retailer has to read them manually, usually every six months. However, smart meters automatically collect hourly water use data and transmit it back to our systems daily.

We provide data from your smart meter to your retailer who will make this available for you to view.

Our systems monitor the data collected to check for leaks.

Smart meters will provide data at 15-minute intervals between 2am and 4am. Whilst we recognise that some types of premises use water between these hours, most do not, so if there is continuous water usage this may indicate a leak.

If we think you have a leak, we’ll inform your retailer. In some circumstances, such as if your smart meter indicates you could have a significant leak, we may contact you directly.

No. We are rolling out smart meters on a geographical basis. If you wish to switch from unmetered to metered charges, you can apply for a meter through your retailer as normal.