Water bills for serviced apartments: what to check
Check billing before discussing a switch
- Identify which premises and meter each water bill actually covers.
- Check account responsibility, actual readings and any shared supply.
- Retail eligibility differs by premises and market; there is no UK-wide right to switch.
Who is being billed for what?
Start with the full bill, not just its total. Record the property address, account holder, retailer or licensed provider, supply reference where available, billing period and water and sewerage charges. Compare these details with the property register and the agreement under which you manage the apartment.
A serviced apartment might have its own account, sit behind a shared building meter, or receive charges through a landlord or managing agent. Establish which arrangement applies before requesting a retailer quote. A charge on a service-charge statement is not evidence that the apartment has a separately switchable water supply.
Readings, occupancy and shared meters
Check the meter serial number and whether the opening and closing readings are actual or estimated. Dated readings help compare billed consumption with the relevant period; changes in guest numbers, laundry or a suspected leak can explain differences, but are not proof of a billing error.
Where one meter serves several units, ask who holds the main account and how costs are allocated. Record what the shared supply covers, including communal facilities, and obtain the available allocation method or agreement. Do not divide a bill by apartment count and present the result as measured usage for each apartment.
Retail choice depends on the market
| Market | What needs checking |
|---|---|
| England | Ofwat describes eligibility at premises level, generally where primary use is non-domestic. Confirm the actual supply and use with the retailer. |
| Scotland | Non-household customers can choose a licensed provider. Confirm the premises' status; Scottish Water remains the wholesaler. |
| Wales | Ofwat describes a minimum annual water-use threshold of 50 megalitres for business customers of companies wholly or mainly in Wales. Do not assume an ordinary apartment qualifies. |
| Northern Ireland | Do not apply England's or Scotland's retailer-choice rules. Check the existing local account and billing arrangements rather than promising a retail switch. |
Eligibility belongs to the premises, not the portfolio name
Ofwat explains that individual premises are eligible, rather than the customer organisation as a whole. How the premises are used, billing responsibility and metering arrangements can matter. A company managing an apartment does not, by itself, establish that the apartment qualifies for business retail competition.
In Scotland, Scottish Water explains the distinction between its wholesale role and licensed providers handling non-household customer services. Use the bill to identify the provider and raise account questions with it. If status is unclear, request confirmation using property-level evidence before considering a switch. Different countries' rules should not be treated as interchangeable.
Turn a concern into a clear billing query
Write down the precise issue: a bill covering the wrong dates, an unexplained estimate, a meter that cannot be matched to the premises, or charges whose basis is unclear. Attach the relevant bill and dated reading evidence where available. Keep billing questions separate from emergency supply or leakage reports that need the appropriate provider's urgent process.
Ask for an explanation or correction supported by the evidence; do not assume a refund, allowance or cheaper retailer is available. An eligible retailer review can consider price and service terms, but the first useful outcome may simply be establishing what the account covers.
Request a property water review
- Gather bills and supply details
Include all bill pages, the meter reference if known, country, property address and the responsible account holder.
- Explain shared arrangements
State whether water is independently metered, shared or charged by the landlord. Add dated readings and any disputed billing periods.
- Select water in the property review form
Give your property count and contact details. ESG can check the recorded arrangements and eligible options without assuming every premises can switch.
Serviced-apartment water questions
Can every serviced apartment change water retailer?
No. Eligibility depends on the premises and relevant market, including use and supply arrangements. Confirm it before requesting a switch.
Can I switch a bill charged through my landlord?
First establish who holds the supply account and whether your apartment has a separate supply. A landlord's allocation alone does not establish an independent retailer account.
Why does an actual meter reading matter?
It provides dated evidence of consumption for the meter concerned. Compare it with bill dates and serial numbers before challenging an estimate; it does not establish each unit's usage behind a shared meter.
Does a Scottish licensed provider replace Scottish Water's network?
No. Scottish Water acts as wholesaler; the licensed provider handles the non-household retail account. Account and infrastructure responsibilities remain distinct.