Understand my bill

If you feel your bill is unusually high, the best thing to do first is work out why your consumption might be higher than usual. Our handy checklist can help.

If you think any amount shown on your bill is incorrect, you have the right to raise a formal dispute with us in accordance with your Terms and Conditions of Supply.

It’s best to raise a dispute as soon as you can, ideally before the payment due date on your bill. Bear in mind that if you leave it too long before raising a dispute, the charges may be recorded as due and payable. Unfortunately, this could limit our ability to investigate, amend or resolve your concern. Head to our disputes and complaints page for full details on what to do.

Recovery charges can be added to your account when you don't pay according to our terms and conditions. There are two levels of recovery charge which can be added to your account - £99 and £132.  This could be because you've paid late, failed to pay, or required repeated contact to do so. Recovery charges are in place to cover the additional cost we incur when trying to recover payment in these situations.

If you feel that a recovery charge has been applied to your account in error, we'll be happy to look into that for you. Be aware, you may not receive a refund if your next bill is due within 30 days, or you have any other outstanding balances with Business Stream. 

Most businesses don't pay VAT on their water but some do. Click on the link below to find out what you need to know about VAT on water bills.