Understanding bills from a temporary closure due to COVID-19

During the COVID-19 pandemic, Ofwat, the regulator for the English water market, implemented a scheme to help support those customers that had temporarily closed their business. This scheme ran from 16/03/2020 to 31/07/2020 and meant that customers would receive no wholesale charges for the period that they were closed. The only charges that our customers in England will receive for this period of vacancy will be the retail fee.

For English customers that closed their business, we decided to pause billing until such time as they had reopened or the scheme ended. As the scheme has now come to an end, Everflow Water has begun the process of issuing updated bills to customers which will charge for the period of temporary vacancy. These invoices are laid out slightly differently to our regular invoices so we have provided below an explanation of the updated bills.

Your new bills

Before temporary closure

Water Bill - Before temporary closure

Temporary closure period

Water Bill - Temporary closure period

Post temporary closure period

Water Bill - Post temporary closure period

Please note that for some customers, these reissued bills may show a credit on the account, however as these will not bill you up to two months in advance, your account balance will not be a true reflection of any monies owing. Your next scheduled invoice will bring your account back in line with billing two months in advance. This next invoice will be with you within the next month. If you are going to have any trouble paying that invoice you can contact our Credit Control team (tel: 01740 618950) Monday to Friday 09:00 to 17:00 to discuss payment options.

We recommend that you submit a meter reading to us as soon as possible to ensure that we have the most up to date consumption data to generate your invoice. You can do this here: https://www.everflowwater.com/customer-area

What to do if you have any more queries?

You can contact our friendly customer services team on 0330 6600 137 or at customer.services@everflowwater.com if you have any more queries.

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