How South West Water is leading the charge for fairer water bills

We believe every one of our customers deserves a fair, transparent, and simple way of being charged for the water they use, writes Susan Davy, CEO of South West Water.

Over the past few years, we’ve been listening closely to what our customers have been telling us and they’ve asked for new ways of being billed, and we’ve heard them loud and clear.

This October, we are launching two new tariffs as part of a trial to find better ways to charge customers based on what they actually use.

These pioneering trials are designed to make sure that water bills are fairer and more reflective of individual consumption patterns and are part of our wider commitment to making customer-first decisions in everything we do.

Customer-driven innovation

We have put a lot of thought into this and these trials are a response to the feedback we received from customers who have told us they want more reasonable billing.

It’s a bold change, but one that comes with the strong backing of both Ofwat and the Consumer Council for Water (CCW).

These organisations agree that we need to innovate and explore alternatives to traditional, one-size-fits-all approaches to water billing.

Supporting customers every step of the way

We understand that not everyone may be ready to embrace these changes, which is why we’ve made sure that customers on social tariffs, or those experiencing financial difficulties, have not been included in the trial.

Furthermore, if anyone selected for the trial feels they’re unable to participate due to personal or financial concerns, or even if they’re moving house or managing a health condition, we’re here to help.

Our support teams are here to help with guidance, including home audits and practical solutions to save water and reduce costs.

Building a fairer future for water billing

This trial is about more than just testing new ideas - it’s about paving the way for a future where water billing works for everyone.

Every customer deserves a system that feels just and reasonable, and we’re pleased to take this first step toward that.

We’ll be working closely with those customers selected for the trials, offering personalised support and guidance along the way, ensuring that their experience informs how we evolve our approach.

A real game-changer

As we lead the charge for change in the South West, I’m confident that this new initiative will be a game-changer.

It’s a positive step fully aligned with our promise to put customers at the heart of everything we do.

Together, we’re building a future where every drop - and every penny - is accounted for fairly.

By keeping open lines of communication and providing all the support our customers need, we can create a better, fairer, and more sustainable water service for everyone in the South West.