FAQ

Bill and payment

1How is my unmetered bill calculated?
Your bill is made up of two parts: a fixed charge and a variable charge. Fixed charges cover the costs of supplying water and taking away and treating used water. Variable charges are based on the rateable value of your property. Rateable value is the basis for property and roads drainage charges.
2How is my metered bill calculated?
How is my metered bill calculated? Your bill is calculated by a device called: meter and is made up of two parts: a fixed charge and a volume charge. Fixed charges cover the costs of supplying water and taking away and treating used water. Volume charges are based on the amount of water you use.
How often will you send me a bill?
You will receive a monthly bill.
3How will I get my bill?
You will receive your monthly bill by email. We can also make an arrangement by post at your convenience.
4What do I do if I think my bill is wrong?
We try to make sure that your bill is accurate. Please contact us if you have any queries relating to your bill. One of our contracts managers will be happy to help you.
info@regentwater.co.uk
0845 241 2700
5How can I pay my bill?
To keep things simple we prefer our customers to pay by direct debit. But you can also set up another mean of payment more convenient for your as bank transfer, cheques, card payments or Paypoint.
6How do you bill me if I am a multi-site customer?
Each wholesaler has their own charging scheme for their region. Although you may have properties of a similar size the locations could lead to a difference in the wholesale prices. When we prepare a price, we pass the costs on from your wholesaler and then add our retail charge. If you are unsure about this please get in touch.
info@regentwater.co.uk
0845 241 2700

Charge

1What are rateable value charges?
Rateable value is a fixed rate tariff used to calculate unmetered charges. It’s based on the council rates of your property.
2Are there any alternatives to being charged on rateable value?
The only alternative to using rateable value is if a water meter is installed in your premises to measure the water supplied.
Currently, there is no alternative to using rateable value as the basis for property and roads drainage charges.
3How is calculated the rateable value?
A number of things are considered when deciding annual rental values such as the size of the property and plot, area, general condition and availability of local services, the size of the property, its general condition, access to local amenities, the view from the property…
4How much do you charge for changing supplier?
Switching to us is free of charge. Please be aware that depending on your contract, your current provider may charge you some fees. We advise you to be in touch with this company to find more about that.
5What are the different charges applied to my sewerage and effluent?
Waste charges: for removal of waste from your premises
  • Fixed waste charge: for connection to the sewage network based on the size of your meter
  • Volumetric charge: for the volume of waste water you consume per m3 for a metered consumption.
    Variable charges are based on the rateable value of your property, an unmetered consumption
Drainage charges: a contribution towards the rain water sewage system
  • Property drainage: a fee for the removal of rainwater that lands on your property
  • Roads drainage: a fee for removal of surface water on the roads that connect to your property

Meter

1What is a cubic meter?
A cubic meter equals 1000 liters of water.
2What is a SPID?
The supply point identification (SPID) is a unique reference number for your meter.
3How do I submit a meter reading?
You can submit new meter readings over the phone to one of our account managers or by email. To do this we will need:
  • Your SPID number
  • Your customer reference number
  • A contact name and telephone number
info@regentwater.co.uk
0845 241 2700
4What do I do if there is something wrong with my meter?
Please get in touch with us if you feel there is something wrong with your meter. We will look into it for you.
info@regentwater.co.uk
0845 241 2700

Infrastructure

1What are sewers?
Sewers are pipes which carry waste from more than one property.
2What are drains and lateral drains?
Drains are pipes which carry waste from a single property to the sewer. These become lateral drains when they extend beyond the boundary of the property.
3What is trade effluent?
Trade effluent is any liquid waste (effluent), other than surface water and domestic sewage that is discharged into sewers from premises being used for a business, trade or industrial process.
This can be best described as anything other than domestic sewage (toilet, bath or sink waste) or uncontaminated surface water and roof drainage (rainwater).
4What is wastewater?
Wastewater is any water that has been affected by human use. It is used water from any combination of domestic, industrial, commercial or agricultural activities, surface runoff or storm water, and any sewer inflow or sewer infiltration.
5I have a leak on my supply pipe, what should I do??
If the leak is inside your property, it will be your responsibility to repair it and approved plumbers can be found through Watersafe.
https://www.watersafe.org.uk/
In the meanwhile you can give us a call to report the leak.
0845 241 2700

Water

1Do you carry out legionella testing?
Regent Water does not carry any water testing. Please refer to an entitled laboratory for that.
2My water is discolored, what do I do?
If you are in Scotland, please contact please call Scottish Water customer helpline at 0800 0778 778. This line is open 24 hours - 7 days.
For any water/sewerage emergencies in England, please contact your wholesaler.
3Why is there a smell or taste in my water?
If you are in Scotland, please contact please call Scottish Water customer helpline at 0800 0778 778. This line is open 24 hours - 7 days.
For any water/sewerage emergencies in England, please contact your wholesaler.
4Why is my water white or cloudy?
If you are in Scotland, please contact please call Scottish Water customer helpline at 0800 0778 778. This line is open 24 hours - 7 days.
For any water/sewerage emergencies in England, please contact your wholesaler.
5How hard is my water?
Please for this refer to your wholesaler.
6What if I am experiencing change in the pressure?
If you are in Scotland, please contact please call Scottish Water customer helpline at 0800 0778 778. This line is open 24 hours - 7 days.
For any water/sewerage emergencies in England, please contact your wholesaler.

General

1How long does it take to change supplier?
Providing you are not in a contract already, a transfer should be completed in between 7 (seven) and 20 (twenty) days.
Please get in touch with us if you want to have more information about switching with us.
info@regentwater.co.uk
0845 241 2700
2Can any business choose their water supplier?
Since the deregulation of the water market in Scotland and England, any business can choose their water supplier. As long as you are not in contract with another supplier and there is no debt on your account then you are free to switch to Regent Water.
3What information do you need to switch me to Regent Water?
We can get started straight away with just a supply point id or SPID. This will be located on your current provider most recent bill. This is all we need to start the ball rolling or in our case, the water running.
4How can I make a complaint?
We are sorry you are not getting the service you expect. Please contact one of our account managers , we will endeavor to resolve any problem you have with our service to your satisfaction.
info@regentwater.co.uk
0845 241 2700 If you are still unhappy with our service and you wish to raise a complaint to us, you can do so by visiting our complaints page for further information.
5I want to leave Regent Water, what should I do?
If something hasn't gone right, we would love to hear from you first to see if we can resolve this. If you still wish to leave, then you need to contact one of our account managers to request the cancellation of your contract.
Please be aware that depending on your contract, you may need to pay a fee in order to cancel your fixed term contract. Our team will be happy to sort it out for you.
6In case of an emergency, who should I contact?
For any water/sewerage emergencies in Scotland please call Scottish Water customer helpline at 0800 0778 778. This line is open 24 hours - 7 days. For any water/sewerage emergencies in England, please contact your wholesaler.
You can also refer to our emergency page.