Understanding my bill
It is important to know what you are paying for. In this section you can find clarification on our bills, how they are calculated and where you can locate our charge details. We apply different charges for metered and unmetered water and waste supplies. All our charges are approved by Ofwat and are reviewed annually. You can find a full list of services we provide here, you can identify the services you receive by using the last three digits of your customer code and the definitions below for example:
- Knowle customers – KALB00101SON – Sewerage only.
- Rissington customers – RALB00101WRS – Potable Water, Green water and Sewerage.
- Oaklands Hamlet customers – FALB00101WRS – Potable Water, Green water and Sewerage.
- Castle Hill customers – CALB00101SON – Sewerage only.
Definitions and codes
- WON – Water Only
- SON – Sewerage Only
- WAS – Water & Sewerage
- WRS – Potable Water, Green water and Sewerage
- SAR – Sewerage & Green water
If you have a query regarding your bill, please contact us by either completing our bill query form, by telephoning us on 03300 242020 (8.30am-5.30pm Mon-Fri) or writing to us at Albion Water, Harpenden Hall, Southdown Road, Harpenden, Herts, AL5 1TE.
Customer reference number
Your customer reference number (sometimes referred to as your account number) can be found at the top of your bill, for example AALB00101. The reference number will be followed by three letters which will identify your service code as outlined above.
The period covered We send our bills to customers every 6 months, usually in October and April.
How we calculate your charges
Knowle and Castle Hill, Ebbsfleet If you are a metered customer, your bill is calculated on a percentage of your metered supply volume. Your bill will confirm this percentage, for example 92.5%. Your bill is then calculated by multiplying your chargeable volume by the price per cubic metre for wastewater plus a fixed standing charge.
Rissington and Oaklands Hamlet If you are a metered customer, your bill is based on your metered supply volume and calculated by multiplying your chargeable volume by the price per cubic metre plus a fixed standing charge. Please note there are different charges for potable water (drinking water), non-potable water (green water) and waste water (sewerage). These charges are outlined in our Scheme of Charges document. A link to this document can be found at the bottom of this page.
This is your unique meter serial number which can be found on your meter’s dial, example 01M123456. Please note some properties may have two meters installed, one for drinking water and one for green water.
Knowle and Castle Hill, Ebbsfleet This is the difference in cubic metres between your opening and current meter readings. If your opening reading is 000001 and your current reading is 000050, your supply volume would be 49 cubic metres. Your chargeable volume could then be 45 cubic metres based on a chargeable rate of 92.5%.
Rissington and Oaklands Hamlet This is the difference in cubic metres between your opening and current meter readings. If you’re opening reading is 000001 and your current reading is 000050, we would charge you based on your supply volume of 49 cubic metres.
This charge is proposed and approved by Ofwat each year.
Further details of our charges can be found in your Scheme of Charges document.
Phishing / scam emails
Please note that you will only receive an email from Albion Water regarding payment if you have given us your permission to email you. All emails from us will include your unique customer reference number, which can be found on your latest bill.
If you receive any emails from us that you think might be suspicious, please send the details to firstname.lastname@example.org and we will happily verify it for you.
WaterSure is a scheme which helps people with their bills. You can apply for WaterSure if you match certain criteria.