Note: Your new look bill will start rolling out from 1 July 2026. There’s nothing you need to do, it’ll switch over automatically.

We think you’ll love the fresh new look.

After months of talking with customers, testing ideas and refining the design, we’ve created a new bill that helps you find what you need faster and understand your bill more easily.

Hundreds of customers told us the same thing: “I want to quickly see what I owe, when it’s due, and feel confident everything is correct.”

We listened. Using your feedback - along with insights from our people and industry experts - we’ve designed a cleaner, more intuitive bill that puts the most important information front and centre.

This refresh design is all about improving your experience and giving you a bill that’s easier to read, easier to follow and easier to trust.

More than 90% of customers in our final tests said the new bill was clear and easy to understand, a huge leap forward.

What's changed?

Key information is easier to find

Your total amount due, due date and account number are now right at the top so you can see them instantly.

A clearer bill summary

Your previous balance, payments and current charges are grouped neatly in one simple, easy to follow section.

Support information in one spot

Payment assistance, concession details and helpful links stay visible on every bill. No more searching.

Simpler daily water use and cost details

Comparing your water use to previous bills is now easier, with a cleaner layout.

What hasn’t changed?

  • How your bill is calculated
  • Your billing cycle or due date
  • Your direct debit or payment plan
  • Your charges, tariffs and concessions, outside of annual pricing changes and in line with our price submission

Only the layout has changed - not how we work out your charges.

Frequently asked questions

We’ve listened to our customers and our people, who told us the old bill was confusing and hard to follow. The refreshed design is based directly on that feedback to make your bill clearer, simpler and easier to understand.

The new bill design will begin rolling out from 1 July.

The most important information - your total amount, due date, meter reading dates and water use, is now front and centre. Clearer explanations make the whole bill easier to read.

Billing enquiries are one of the most common reasons customers contact us. The refreshed bill aims to reduce confusion and help you understand your bill without needing to call.

Absolutely. Customers and employees were heavily involved in shaping the new design so it’s more intuitive and user friendly. 

We interviewed and surveyed hundreds of customers and many customer facing employees at each stage of the process.

No. Your bill will automatically move to the new format once we start the rollout from July.

We’ll have simple, step by step information on our website to guide you through the new design. You can also contact us if you’d like more help.

Yes. You’ll continue to receive your bill by email or post - whichever you currently use. If you're not already receiving your bill by email, we encourage you to switch to eBill.

Yes. You can download a PDF copy of your South East Water bill anytime at mySouthEastWater. Up to three years of bill history is available online.

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Related information

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