Existing Customer Page

Making amends to existing customers

If you are an existing customer and continue to pay wastewater charges after 1 April 2020, you will automatically receive a reduction to your wastewater bills between 1 April 2020 and 31 March 2025.

How much you will get

Household bill payers that continue to pay wastewater charges after 1 April 2020 will receive a reduction to their bills, linked to their usage levels. On average, this rebate will be approximately £14 in the first year.

After this, the bill reduction will depend upon your wastewater charges and how many former customers apply for and receive payments under the new scheme. It will also be subject to inflation. We anticipate the reduction will be, on average,approximately £9 a year until 2025.

We've provided three examples below to show how the rebate amounts vary based on your wastewater charges.

Household customer - wastewater charges 1Example 1Example 2Example 3
2019–20 £100 £200 £300
2020–21 (if there was no rebate) 2 £89 £178 £267
2021–21 (actual charge) 2 £84 £166 £248
2020–21 rebate £5 £12 £19
Equivalent free days of wastewater services 3 22 25 26

IMPORTANT: This table makes standard assumptions to estimate your bill reduction.

1 - The example charges are for wastewater only and do not include water. If you are a water and wastewater customer, the total shown on your bill will include both charges. Please refer to the wastewater section of your bill for your separate wastewater charges. Typically, this can be found on page two of your bill.
2 We've lowered our wastewater charges for 2020-21. The rebate will be provided in addition to this reduction. To show the difference, we've shown examples with and without the rebate applied.
3 - Based on an annual wastewater bill, the rebate is equivalent to approximately this many days’ free wastewater services.


Non-household customers

For non-household customers, the average rebate will be approximately £260. How much you receive will vary based on:

  • your wastewater charges during 2020 to 2025.
  • how many payments are made to former customers.
  • inflation.

Frequently asked questions

Follow the link to find out more about our plans to provide greater transparency on our environmental performance.

How do I claim?  

Why have the amounts changed from the sum of £61 mentioned previously?  

Why is the amount I'm due to receive as an existing customer dependent on how many former customers come forward – why can’t you just increase the pot of money?  

I'm a current customer – why can't I get a full rebate now?  

Does the cost of all this mean my bill will go up?  

I'm a Southern Water customer but billed by South East Water. Will I get a rebate?  

Will I get the total rebate if I move out of Southern Water’s area during the next five years?  

I’ve changed address in the last few years, but I’m still a Southern Water wastewater customer – will I get a rebate?  

I’m changing address after April 2021 – can I get all of the money off my bill in 2020?  

If I become a new Southern Water customer between 2020 and 2025, will I get a rebate?  

I paid wastewater charges from 2015, and I still do – why won’t I receive a payment and a future rebate?  

I’m renting – am I eligible for a rebate?  

I’m eligible, but have debt on my account. Will I receive a rebate?  

I pay water charges but not wastewater charges – am I eligible for a rebate?  

Why does the number of free days vary in the examples provided?