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Welcome to your new home!

If you’re new to the North West, let us introduce ourselves. We’re United Utilities and we keep the taps flowing and toilets flushing for our seven million customers across the North West.

Supplying water to your home

Normally, we would be responsible for supplying your tap water AND taking away and cleaning all your dirty water too but in this instance we will only be providing water services at your new home.

If you’ve not already received a welcome letter from us please call our moving home team on 0345 026 7661 so we can set up your water account and make sure your bills are accurate.

Your wastewater services (which includes taking away all your dirty water and toilet flushes) will be provided by a different company (see ‘What about your wastewater services?’ below).

  • Your new home has a water meter and this is used to calculate your water bills. You can normally find your meter outside your home in a wall mounted box or in the footpath but it could also be under the kitchen sink or in a downstairs loo.

    As your home has a water meter your bill will vary depending on how much water you’ve used.

    Along with your water charges, your bill also includes standing charges to cover the cost of providing customer related services such as dealing with enquiries, managing your account and issuing bills.

    You can find our most up-to-date charges in our billing section.

    We also have a short video which explains how we calculate your bill when you have a water meter. Remember, your wastewater services are provided by a different company and they will send you a separate bill for these services.

  • Now that you’ve moved in we will read your meter sometime in the next six months and then every six months after that. Each time we read your meter we will send you a bill for the amount of water you’ve used.

    If for whatever reason we’re unable to read your meter, we’ll ask you to provide your own meter reading to avoid receiving an estimated bill. Watch our video to understand how to read your meter.

    You can send us a meter reading in just a few seconds using our smartphone app - search ‘United Utilities’ on the App Store or Google Play to download - or log in or register to manage your account online.

    Remember, your wastewater bill will be sent from a different company, see next section for details.

  • Wastewater services at your new home will be provided by a different company.

    Wastewater services includes charges related to taking away and cleaning all the dirty water from your home. This includes everything that goes down your plugholes, all your toilet flushes and all the rainwater that falls on your home and drains into the public sewer.

    If you’ve moved into a new home then hopefully your developer or builder will have provided information confirming the name of the company who will provide your wastewater services and how you can contact them to set up your wastewater account. If not, please speak to your developer to find out as you may need to contact your wastewater supplier to let them know you have moved in.

  • Why not pay your water bill in smaller chunks over the year by setting up a Direct Debit? It's better than having to pay in one lump sum and we'll even knock £5 off your bill every year for paying in this way. You can choose to pay weekly, fortnightly, monthly - the choice is yours.

    Log in or register to set up a Direct Debit online or call us on 0345 672 2999.

We have lots more information to help you get the most from your water services

Save water, save money

As you have a water meter, using water wisely in the home can reduce both your water and energy bills.

Tips to Stop the Block

Don’t let your new home get ruined by blockages and flooding - it’s really easy to keep your pipes and drains blockage-free by following our simple tips.

Help when you need it most

We can all benefit from a bit of extra help due to age, ill-health, mental health problems or language barriers. Register now to benefit from a range of services.

Support with your payments

If you’re going through a tough financial patch and finding it hard to make payments we have lots of ways to make your water bills more affordable.