Not sure about something on your bill? We're here to help you understand it better.
We get that there’s quite a lot of information on your bill. The below will help explain all the different parts.
If you're a renter, in most cases you’ll only be responsible for paying the water usage charge. This charge now includes what was previously called the sewage disposal charge.
If you're a rental provider, you’re usually responsible for paying the fixed water and sewerage service charges, as well as the Waterways and Drainage and the Parks charge. You can’t pass these charges on to a renter. If your rental property shares a meter (for example a block of units), you’re responsible for a percentage of the total water used by all residents on the property.
If you're an owner-occupier, you're responsible for both usage and fixed service charges.
Your bill is sent out quarterly, so you’ll receive your bill every three months via email or in the mail.
If you've just moved, you might receive your first few bills within a few months of each other. This is because you may move into your property in between billing cycles. Don't worry, you won't be charged for the usage twice.
When you move house, we receive your details from your rental provider or property manager (if renting) or your solicitor or conveyancer (if buying). You don't have to do anything - we'll set up an account for you.
If your email address is provided to us during the moving process, usually we'll email your first bill. If you haven't received it please check your email spam folder. We recommend adding email@example.com to your safe sender list or if you're able to locate your eBill in your spam folder mark it as 'not spam' and this will prevent it from going into your spam folder again.
After checking your spam folder if you're still missing your eBill please get in touch with us.
Once you have a copy of your bill (as you'll need your account number), to change your billing method you can do this easily by registering for mySouthEastWater.
Direct debit is the easiest way to pay your bill. You'll still get your bill every three months, but the amount due will be automatically deducted from your nominated bank account or credit card. You don't have to do a thing!
Direct debit can be easily set up via mySouthEastWater, log in or grab a copy of your bill to register.
If we couldn't access your water meter we may have estimated your reading. This might be more or less than you actually used.
If we couldn't access your meter, a card would have been left your letterbox asking you to read your water meter and tell us the results. If you didn't get the card, you can let us know the meter read online at mySouthEastWater
You can also do this if your meter has been read but you think we got the reading wrong.
We’re also currently exploring how digital water meter technologies can help improve our services to you. Digital meters don't need to be manually read, meaning we're less likely to estimate your bill. Learn more about our digital water meter trials here.