Norwich City Council no longer collects water charges alongside rent.
Tenants now pay Anglian Water directly for their water charges.
Frequenty asked questions
What has changed?
When did the change take place?
The change took effect on 1 April 2026.
From this date, all affected tenants pay Anglian Water directly instead of paying water charges with their rent.
Do I need to do anything?
Most tenants do not need to take any action.
Anglian Water has set up an account for affected tenants and will contact you directly with:
- your charges
- how to pay
- the payment options available
- your account number
How are my water charges calculated?
Your account is set up on an unmeasured basis, which means:
- you pay a fixed yearly amount
- it is based on the rateable value of your home
This is the same method that was used when water charges were included with your rent.
Has my rent or tenancy changed?
No.
This change only affects how you pay for water.
Your rent amount (subject to annual rent increases), tenancy agreement and housing services remain the same.
Can I switch to a water meter?
Yes.
If you would prefer to have a water meter fitted, you can contact Anglian Water directly.
A meter means you only pay for the water you actually use.
What if I don’t want a water meter?
That’s fine.
If you choose not to have a meter:
- you will remain on an unmeasured (fixed charge) supply
- Anglian Water will continue to bill you based on the rateable value of your home
Could a water meter reduce my bill?
It may do, depending on:
- the size of your household
- how much water you use
Some tenants find a meter helps reduce their water bills, but this will vary by household.
Is help available if I’m struggling to pay?
Yes.
Anglian Water offers a range of help and support, including:
- payment plans
- discounted tariffs
- additional support for low‑income households
If you are worried about paying your bill, it’s best to contact Anglian Water as soon as possible.
How do I pay Anglian Water?
Anglian Water offers several payment options, including:
- Direct Debit
- online or telephone payments
- other flexible ways to pay
Do we know how much my water bill will be?
Norwich City Council does not set water charges and cannot confirm individual amounts.
Anglian Water will tell you:
- how much you need to pay
- when payments are due
I need extra support or someone I care for needs extra support, what help can I get?
Anglian Water have a priority services register for those who need extra support
To sign up for this service:
- Visit: Sign up for Priority Services
- Call: 0800 169 3630
Who do I contact if I have questions?
Questions about water bills, meters or payment help
Anglian Water
Phone: 03457 919 155
Opening hours:
- Monday to Friday: 8am–8pm
- Saturday: 8am–4pm
Contact us
Questions about your rent or tenancy
Norwich City Council
Please continue to contact the council in the usual way for any rent or tenancy‑related queries.
Rebate update
Most rebates have now been processed and paid to current tenants.
If you haven’t received your rebate yet
Please don’t worry. Payments are being made in batches, so some are still being processed. If you think you should have received a rebate but haven’t, you can let us know by filling in the following form.
Request a water rebate credit (current tenants only)
Information about how former tenants can request a rebate is currently being finalised. Please check back for updates.
