Frequently Asked Questions
Some Common Questions
If you can’t find the answer to your question please contact a member of our customer service team on 0330 022 05 70, who would be more than happy to help. Alternatively you can email as at [email protected] or contact us via our online form here.
Contact usBilling
How do I get charged for my water?
A water bill typically comprises 6 key elements.
- Water Charges – fees for water supplied to your premises
- Fixed water charge – a fee for connection to the supply network based on the size of your meter
- Volumetric charge – a fee for the volume of water supplied to our premises per m3 (1,000 litres)
- Waste Charges – fees for removal of waste from your premises
- Fixed waste charge – a fee for connection to the sewage network based on the size of your meter
- Volumetric charge – a fee for the volume of waste water you consume per m3 (1,000 litres)
- 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
- Water Charges – fees for water supplied to your premises
Do I have to pay by Direct Debit?
Yes, we require direct debit authorisation for each account. However there is also an option to prepay for 6 or 12 months if you prefer not to have payments coming out of your account automatically every month.
How will I get my bill?
You will receive your monthly bill from Brightwater by email and payment will be collected by Direct Debit approximately 10 days after the bill has been sent.
Switching
I think I may be in contract. How will I know?
Roughly 50% of customers are in a contract with their current water supplier. If you have already switched provider within the last 12 months you it’s more than likely that you will be under contract.
If you are under contract and have not provided your existing supplier with notice they may prevent us from transferring your account, we will inform you if this happens.
Whilst it is possible to buy yourself out of your existing contract in order to get a better price, we advise that you check the agreement with your current supplier as in some cases early termination fees may be quite high
Will I need to do anything if I agree to go ahead?
No, once the paperwork has been completed we will notify your current water service provider, manage the transfer of your account and keep you up-to-date on what’s happening.
We do recommend that, if you are paying your current provider by direct debit, you cancel your direct debit once their final bill has been paid.
Can you guarantee to save me money?
We are competitively priced, and we’ll do our best to beat or match any better price. Ultimately your overall cost is determined by usage and we can provide excellent advice on usage control and ways to become more water efficient.
What do you need from me to switch?
We require the Supply Point IDs (SPID) associated with your account (these can be found on a recent bill or statement). This allows us to verify the services received at your premises and create an estimate to illustrate the savings you would make on one of our tariffs. To start the switch process all we need is for you to sign the estimate .
How long does it take to switch supply?
After we have received go ahead to transfer it takes approximately 15 -21 days for your water services account to move to Brightwater
Will anything change when I switch?
There is no physical change to any part of the infrastructure, this will still be maintained by Scottish Water. What will change is the price you are paying, the level of service that you receive and that your bills will be sent by Brightwater each month, rather than your current supplier.
Pricing
Will this affect me if I change provider
Yes, the transition to live RV is an industry wide change.
Will these changes increase revenue for the water industry?
No. This is not a revenue raising measure for the water industry. The rates for rateable value based charges are being reduced to ensure that the business community as a whole does not pay more for the services it uses.
Some customers may see an increase in their charges, however it is expected that 60% of businesses will see a decrease in their RV based charges.
Will the rates for rateable value based charges change?
Yes, to minimise the impact this change will have, the unit rate you’re charged for your new RV will reduce by approximately 25%.
When will the changes to Live RV start?
The water industry will begin to transition to Live RV in April 2018. By April 2020, RV based charges will be based solely on live RV.
What charges will be affected by the changes to RV
The move to use ‘live RVs’ will impact all charges that are based on the rateable value of the property. These are as follows:
- property drainage
- roads drainage
- water charges (where there is no meter is installed)
- waste water charges (where there is no meter is installed)
How do I get charged for my water?
A water bill typically comprises 6 key elements.
- Water Charges – fees for water supplied to your premises
- Fixed water charge – a fee for connection to the supply network based on the size of your meter
- Volumetric charge – a fee for the volume of water supplied to our premises per m3 (1,000 litres)
- Waste Charges – fees for removal of waste from your premises
- Fixed waste charge – a fee for connection to the sewage network based on the size of your meter
- Volumetric charge – a fee for the volume of waste water you consume per m3 (1,000 litres)
- 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
- Water Charges – fees for water supplied to your premises
Will the price change while I am in contract with you?
Our prices may increase in the event of an increase in charges from the Network Operator (Scottish Water) or Industry Regulatory Body (The Water Industry Commission for Scotland). We will notify you in writing of any increase in your Tariff at least 14 days before applying any increase.
At present wholesale charges by the Network Operator are reviewed on an annual basis and changes come into effect on the 1st of April each year.
Can you guarantee to save me money?
We are competitively priced, and we’ll do our best to beat or match any better price. Ultimately your overall cost is determined by usage and we can provide excellent advice on usage control and ways to become more water efficient.
Meter Reading
Who reads my meter now and who will read it in the future?
Your current water service provider, or authorised agent, is responsible for reading your meter. When you switch to Brightwater we will arrange for your meter to be read when you transfer to us, we will also read your meter on a regular basis
If your meter is easily accessible, and it is safe for you to do so, you are welcome to provide us with your own meter readings on a regular basis.
How often will you carry out meter reads?
For the majority of meters we carry out a minimum of two meter reads per year. For customers with meters over 80mm the meter is read once a month.
If the meter is easily accessible and can be accessed safely, we recommend our customers provide us with a meter read once every three to six months, this helps to ensure that our estimates on your usage estimates are kept as accurate as possible and that any potential problems with your meter or supply is identified as quickly as possible.