Who is Responsible for Maintaining Water Meters and Taking Meter Readings?

Business water meters are owned by your Wholesaler, which is different from the market arrangements used in electricity or gas. The Wholesaler is responsible for the supply up to and including the meter and this means that only the Wholesaler or specialist accredited contractors are permitted to replace or maintain the meter or the public water network.

Who can take a meter reading?

Both the Retailer and Wholesaler are able to enter meter reads into the central market systems (CMOS). Castle Water uses a range of specialist contractors to manage meter reading services, including Thames Water and Portsmouth Water. We supplement this with our own meter reading team, who carry specialist equipment and are often used to read difficult to access meters.

However, the customer can also take meter reading, which has to be passed to the Retailer for use in billing. Meter readings are recorded centrally so that Wholesale charges can be calculated accurately and your water usage is available to other retailers if you decide to switch. Customers who rely on meter readings to monitor their consumption can take readings at any time.

Sending us a meter reading

Castle Water customers can send us a meter reading at any time. Our system also allows you to upload a photograph of the meter.

Regular meter readings

Castle Water tries to take meter readings at least twice a year. Unfortunately, this isn’t always possible – for example, if the meter is inside your property and you have access restrictions, or if there are vehicles regularly parked over the meter pit, for example - some streets in London have on-street parking which is used every day, and which covers meter pits. If we have not been able to take a meter reading, you can send us a meter reading which we will use to calculate your bill. If we have not been able to take a meter reading and you haven’t provided a reading, you will be liable for charges based on our estimate of your usage.

Repairs and maintenance of the water meter

Under the Codes (in Section 4 of the Business Terms) which govern the water market, the Wholesaler is responsible for the maintenance and repair of the meter, and for recording the relevant information to ensure you are charged correctly. This includes the meter number, its size and its location. If you identify a problem with the meter itself, you should notify Castle Water and we will ask the Wholesaler to inspect the meter. If the Wholesaler carries out a visit and there is no fault, you will be liable for a charge. If you request a meter accuracy test, the Wholesaler will normally remove the meter and test it offsite. You will be liable for a charge (which can be significant) if you request a meter accuracy test and no fault is found with the meter.

If you have any issues with the meter, notify us and upload a photo of the meter you are reporting.