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Why is my balance showing as in credit?

If you’re a metered customer, the balance showing on your account will go towards your next bill. 

If you would like to refund a credit on your account, please give us a meter reading so that we can bill you for the water you have used. Any remaining credit balance can either be refunded or left on your account towards your next bill. If you would like to request a refund, please call us on 0345 672 2888.

If you've recently moved home within our region (North West England), any credit on your account will automatically be transferred to your new address and will appear on your next bill.

However, if you are moving out of our region, or moving to a property where you are no longer responsible for paying the water bill, please call us on 0345 672 2888 so we can refund your credit directly into your bank account (subject to your account status) or refund you by cheque.

Important notice

Heavy rainfall and sewer flooding

The heavy rainfall may be causing flooding in some parts of the region.

Our teams are out working hard across the region helping our customers who have experienced sewer flooding in their homes.

If you’re experiencing flooding from a road or footpath and there is no evidence of sewage (toilet paper etc.) please report this to your local council, who are responsible for highways drainage flooding.

Please be aware that our phone lines are much busier than normal, take a look at our flooding page for further advice on what to do if you’re affected by flooding.

Heavy rainfall across the North West may be causing flooding in some parts of the region. Our teams are out working hard across the region helping our customers who have experienced sewer flooding in their homes.

Flooding advice

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