Understanding your unmetered water bill Front page 1 of 2 1 This is your 12 digit account number. Please quote this whenever you contact us. Your water bill Questions? ✆ Customer Service 01202 590059 Water Customer Water Pipe Street Bournemouth BHX XXX Your account 2 Phone calls may be recorded and monitored for training or audit purposes. Your sewerage bill is supplied by Southern Water ✆ 0845 272 0845 Account number XXX XXX XXX XXX Bill total This is the total amount you owe. A guide on different ways to pay is shown on the back of the bill. Monday-Friday 8am-6pm, Saturday 9am-2pm 1 Bill for water used between 1 April 2014-31 March 2015 Bill Date 1 April 2014 We’ve frozen our prices for 2014/15 This means you pay the same standing charge and price per cubic metre (if metered) or rateable value charge (if unmetered) as you did last year. 3 You can pay this bill in two instalments. You must pay the first instalment of £99.40 by Day Month 2014 and the second instalment of £99.40 by Day Month 2014 we will send you a bill for the second instalment in Month 2014. Account summary Spread the cost of this bill This is for your water supply only – you will get a separate bill for sewerage from Southern Water. Pay by Direct Debit. This can be arranged easily online at www.sembcorpbw.co.uk/waystopay or see over for ways to pay. 2 Total amount due £198.80 Save money with a meter Your water bills could be lower if you only paid for what you use. Visit our website and work out the potential savings you could make. We may be able to fit a meter free of charge – request a copy of our booklet, ‘Your option to meter’. For details on how your bill is worked out, please see over. Automated card payment service 0800 389 5110 Freephone leakline 0800 587 8979 www.sembcorpbw.co.uk Your payment slip for April Y L N XXX XXX XXX XXX 3 BO40 Main Bill 2011 V.2 M A S PL O E 99.40 This is the amount to be paid Understanding your unmetered water bill Back page 2 of 2 1 ✆ Contact Customer Service 01202 590059 www.sembcorpbw.co.uk £ This is your 12 digit account number. Please quote this whenever you contact us. Your water bill 7 George Jessel House, Francis Avenue, Bournemouth, BH11 8NX Email customerservice@sembcorpbw.co.uk Customer Service Monday–Friday 8am–6pm, Saturday 9am–2pm Phone calls may be recorded and monitored for training or audit purposes. 1 Account number XXX XXX XXX XXX If you have a problem paying your bill Please do not ignore this bill as non payment may lead to a visit and subsequent fee. Our specially trained staff can help. We can offer a wide range of payment plans. Don’t ignore a problem, please talk to us. Ask for a copy of our Code of Practice for Recovering Domestic Water Debt. Bill details Total of last bill £198.80 Moving house or notice to end the supply Less amount paid by cheque £198.80 credit If you want the water supply turned off or transferred to another name, we prefer you to give us 4 working days’ notice (minimum 2). If you’re moving, please tell us: ■ your old address and account number ■ your new address ■ the date you are moving ■ landlord/solicitor/letting agent’s details where relevant ■ your phone/mobile number If you don’t give notice, you may have to pay for the water supplied to the property until the first of these dates: ■ 28 days after we are informed ■ the next normal meter reading date ■ the day we read the meter following notification from the new occupier You can read your meter on the day you move and phone the reading through to us on 01202 590059. If you’re moving out of our area of supply, we’ll send you any credit left on your account, so long as we have your forwarding address. Balance carried over from last bill 1 April 2013 3 Standing charge – this covers administration and billing services 2 £175.30 5 £23.50 £198.80 6 £198.80 WaterSure (Assisted tariff) 3 Tariff charge This is the amount we charge per £ of rateable value. If you have a water meter we might be able to offer you a capped tariff. We can do this if you claim certain income-related benefits and either have three children under the age of 19, or use a lot of water due to a medical condition. Please contact Customer Service or see our website. � Rateable value Your bill is based on the rateable value of your property as set out by the council prior to 31 March 1990 (not council tax band). For more details, please call Customer Service on 01202 590059. 4 Total current water charge Total amount due 2 £0.00 Charge for the water used 75.56 pence in the pound based on your annual rateable value of 188 Your account Protecting your data We use your details to provide you with water services including billing and administration. We will share relevant information we hold about you to our service providers, agents and your sewerage service provider for these purposes. We may also share it with an independent company for customer survey purposes and with an affiliated 3rd party insurance provider, who may contact you about insurance and other services that could interest you. If you do not wish us to share your details, please contact us. 4 This is the amount you owe for the rateable value charge 5 Standing charge If you have a complaint If you have a complaint, in the first instance please contact us either by phone 01202 590059 or email customerservice@sembcorpbw.co.uk We have a Code of Practice called ‘How we handle customer complaints’ which sets out our complaints procedure. You can request a copy or see our website. Your standing charge is a fixed amount which is payable by all customers connected to our water services. Customer Care Extra Register If you have special requirements such as a large print bill, please register with us by calling 01202 590059. Ways to pay Make your cheque payable to Sembcorp Bournemouth Water Ltd and write your account number on the back. You can pay in person At a bank: if you pay at your own branch or any Lloyds TSB branch within the area covered by Sembcorp Bournemouth Water, there will normally be no charge. POST OFFICE BillPay At a Post Office: you will need to pay by cash (cheques not accepted). The Post Office makes a charge for this service. Or pay by post: Use the envelope we sent you or send payment to: Sembcorp Bournemouth Water, Payment Processing Centre, PO Box 4016, Worthing, West Sussex, BN13 1WF. Cheque or postal order only. If you want a receipt, please send the whole bill and ask for a receipt. We bank cheques the day we get them – any costs arising from post dating are at customers’ expense. An administration fee will be charged if a cheque is returned ’refer to payer’. Online using BillPay: www.santanderbillpayment.co.uk BillPay is a payment method that allows you to make secure payment over the internet using your debit or credit card and is free to use. To use the service you must be a customer of a UK bank or building society, hold a debit or credit card and have an active e-mail address. New users will be asked to complete a registration form online. Paypoint The Sembcorp Bournemouth Water payment card can be used to pay your water bill by instalments. This service is free of charge and offers more flexibility by allowing you to pay weekly if you prefer. Request a card online at www.sembcorpbw.co.uk/waystopay or call Customer Service on 01202 590059. WWW By phone or internet banking You can set up payment with your own bank’s phone or internet banking service. Our banking details are: – account number 02398451 – sort code 30–00–00 – you will also need the 12 digit account number shown on the front of this bill By Direct Debit – spread the cost Set up a Direct Debit online at www.sembcorpbw.co.uk/waystopay Call us on 01202 590059 to set up a Direct Debit over the phone. Or fill in the leaflet that came with this bill. We’ll spread the amount over the rest of the months in the first year. An administration fee will be charged if a Direct Debit is returned ‘refer to payer’. ✆ ✆ On the phone with your debit or credit card Call our automated payment line on 0800 389 5110 to pay your bill. This service is available 24/7. Make sure you have your credit or debit card and this bill handy. MyBillsOnline You can keep on top of bills and statements electronically through your bank account, by using a free service. It’s simple to set up and lets you view, track and pay your Sembcorp Bournemouth Water bill – and others – through your online bank account. To find out more visit: www.mybillsonline.co.uk 6 Bill total This is the total amount you owe. A guide on different ways to pay is shown on the back of the bill. 7 These are our contact details