Empty Property Guide

We know it can be a really exciting time when you move into a new home and we want to be part of it!

Please visit our website to update your details.

Please contact us as soon as possible, you can do this by updating your details on our website or by getting in touch with us. 

It’s important that we have your details so we can continue to provide a sustainable service that will be here now and in the future. Without knowing who or how many people are living in our area we cannot properly bill, plan for disruptions or prepare for demand on the network.

If we don’t have your details we will try to make contact with you by letter initially, if we don’t hear back from you we’ll use credit reference agencies to identify who lives at the property and help us update our records. If after our investigations we believe the property is unoccupied, as part of our commitment to water efficiency and leakage reduction, we may disconnect the supply.

If you haven’t received a bill in the last 12-18 months we may not the right details for you. Please contact us using live chat, social media, email or get in touch by calling us on 0345 7500 500.

If your property is empty, you may still require water and wastewater services. For example, if you need water for use during renovation, running central heating, flushing the toilet, or simply making a cup of tea, you are required to pay for this service.

Unmetered Properties - If your property is unmetered, full charges will apply. We recommend you look at having a free water meter installed. This would help to reduce costs during the period your property is empty as you’ll only be charged for what you use. You can apply for a free water meter on our website.  

Metered Properties - If your property is metered, we will continue to read your meter and charges will be applied based on your consumption for any clean water and used water recorded on the meter. 

Even if you’re not planning to use any water at the property the following charges remain payable:

• Standing Charge - Standing charge covers the cost for maintaining the infrastructure needed to supply your property once it is no longer empty. 
• Surface water drainage - Surface Water drainage covers the cost of removing and treating water that falls on and drains from your property to the public sewer. This service helps to ensure that your property does not flood.
• Highway Drainage - Highway Drainage is a fixed charge payable by all customers whose properties are connected to a public sewer. It covers the cost of removing and treating water that drains from streets, roads, and public common areas to our sewers. This service also helps to ensure that your property does not flood.

These charges apply to all property owners during empty periods, including landlords.

If would prefer to just have the water supply disconnected, we can arrange a disconnection which is free of charge. Any usage charges will be cancelled from the date the disconnection confirmation is received.

As a landlord you are responsible for charges at your property during any empty periods.

To help minimise costs, please keep us updated with information about your properties and tenants. You can do this by accessing our secure and easy to use Landlord TAP. 

Benefits of being part of Landlord TAP

Landlord TAP has benefits for all landlords and managing agents across England such as: 

• It allows you to quickly tell us about changes to your tenants details including their tenancy agreement and duration 
• This means we know when a property becomes empty 
• You can inform us whether you are wanting to sell or stop managing the property

If we’re satisfied that the property is empty, and no water is being used due to one of the following exceptions we will suspend charges for up to 12 months.

• Owner is deceased, property in probate
• Owner is moving to receive long term personal care in hospital, or care home 
• Owner has gone to prison

Alternatively, if you have a council tax exemption, we will also suspend charges for the period of your council tax exemption. We will require a copy of your council tax exemption letter.

If any of the above exceptions apply to you, please contact us as soon as possible so we can support and update your account.

We will contact you periodically for an update and would appreciate if you could keep us informed of any change in circumstances.

We understand that sometimes you or your family need long term support. We are able to offer you tailored support by assigning you to our Priority Services Register (PSR). This is a free service and means we can learn a bit more about you and it helps us understand your specific needs.

Our PSR is here to support all, whether you/ your family member are facing ill-health, financial worries, language barriers or physical/psychological ill-health. We are here to try and provide support to you and your family during that period.