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Higher bill than usual?
A high water bill can catch you by surprise, and you'll no doubt be wondering what could have caused the spike. Here are some of the common causes for a higher-than-usual bill and what you can do to rule in and out possible causes.
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Steps for troubleshooting a high bill
It’s common to assume that a high bill means a possible leak on your property, but before you investigate that, start by asking these questions.
Step 1: Is the meter-read accurate?Although we take every precaution, we may have read your meter incorrectly. To check if this has happened, you’ll need to read your meter yourself.
Water meters are usually located near or just outside your property boundary. They’re in a box made of wood, plastic, concrete or metal. Here’s how to find and read your meter.
Check that the number on the meter dial is either equal to or slightly higher than the amount on the back of your most recent bill. On a mechanical meter, we bill off the black numbers. On a smart meter, we bill off the numbers before the decimal point.
It’s normal to have fluctuations in billed usage compared to your meter reading. This will be corrected on the next billing cycle. If you have a variation of more than 8kls, contact us using our online enquiry or call as at (09) 442 2222, press 2.
Although we take every precaution, we may have read your meter incorrectly. To check if this has happened, you’ll need to read your meter yourself.
Water meters are usually located near or just outside your property boundary. They’re in a box made of wood, plastic, concrete or metal. Here’s how to find and read your meter.
Check that the number on the meter dial is either equal to or slightly higher than the amount on the back of your most recent bill. On a mechanical meter, we bill off the black numbers. On a smart meter, we bill off the numbers before the decimal point.
It’s normal to have fluctuations in billed usage compared to your meter reading. This will be corrected on the next billing cycle. If you have a variation of more than 8kls, contact us using our online enquiry or call as at (09) 442 2222, press 2.
Step 2: Is this a catch-up bill?We aim to have a meter reader take an actual reading of your meter every two months. In between we use your previous two actual readings to calculate an estimated usage.
If you’ve had several estimated bills in a row due to obstacles like access issues and this is your first actual meter read in some time, that could explain why your bill is higher than usual. On your bill, estimated meter reads are shown on the 'billed usage history' graph with an E – actual reads are indicated with an A.
If you have a smart meter, your monthly bills reflect your property’s actual water use. You can view your household data in half-hourly, daily and monthly bites via our free app, available at the App Store or on Google Play. If you see water is being used continuously, you are likely to have a leak.
We aim to have a meter reader take an actual reading of your meter every two months. In between we use your previous two actual readings to calculate an estimated usage.
If you’ve had several estimated bills in a row due to obstacles like access issues and this is your first actual meter read in some time, that could explain why your bill is higher than usual. On your bill, estimated meter reads are shown on the 'billed usage history' graph with an E – actual reads are indicated with an A.
If you have a smart meter, your monthly bills reflect your property’s actual water use. You can view your household data in half-hourly, daily and monthly bites via our free app, available at the App Store or on Google Play. If you see water is being used continuously, you are likely to have a leak.
Step 3: Has your water usage changed? Your bill may be higher if you have extra people staying or living in your home. Ask yourself the following questions:
- Has there been a long period of time where extra people have been living or staying at your property?
- Have you installed new appliances that use more water?
- Have you used your washing machine or dishwasher more often?
More people or greater use of appliances will often lead to a higher bill.
It’s also normal to use more water in summer than in winter months. The following activities can lead to a higher water bill:
- Watering your garden more often
- Leaving outside hoses or sprinklers on by mistake
- Using a water blaster
- Filling a swimming pool
- Showering more often
- Landscaping or renovating.
Your bill may be higher if you have extra people staying or living in your home. Ask yourself the following questions:
- Has there been a long period of time where extra people have been living or staying at your property?
- Have you installed new appliances that use more water?
- Have you used your washing machine or dishwasher more often?
More people or greater use of appliances will often lead to a higher bill.
It’s also normal to use more water in summer than in winter months. The following activities can lead to a higher water bill:
- Watering your garden more often
- Leaving outside hoses or sprinklers on by mistake
- Using a water blaster
- Filling a swimming pool
- Showering more often
- Landscaping or renovating.
Step 4: Check for a leak If you've ruled out the above, you may have a water leak on your property. But it’s important to do a leak test before calling in a plumber. Follow the link below for how to check for and manage leaks.
Private leaks are your responsibility to fix, whereas leaks on the public network are our responsibility. Here’s a diagram of your responsibilities and our responsibilities when it comes to pipes. If you find a leak on your property, you’ll need to contact a registered plumber to fix it.
If you've ruled out the above, you may have a water leak on your property. But it’s important to do a leak test before calling in a plumber. Follow the link below for how to check for and manage leaks.
Private leaks are your responsibility to fix, whereas leaks on the public network are our responsibility. Here’s a diagram of your responsibilities and our responsibilities when it comes to pipes. If you find a leak on your property, you’ll need to contact a registered plumber to fix it.
Calculate your approximate water usage
Did you know that you can calculate which part of your home is using the most water? The Smart Watermark water calculator helps estimate your approximate water use so you can identify possible issues.
Reduce usage with a free water check
Customers have saved on average $300 each on their annual water bills
You're eligible for a water check through our friends at EcoMatters. One of their sustainability advisors will visit your home to look at all water-related things. They’ll check everything from your kitchen and bathroom flow rates to your washing habits to make sure you are not losing or using water needlessly.
This free check takes about an hour, and any water-saving devices the team install are also free of charge.