He āwhina mō te kairīhi whare
Help for tenants
As a renter, you might need support understanding your responsibilities, making payments, or managing faults, leaks and plumbing issues. Let’s answer some common questions.
TIP: At the beginning and end of each tenancy, it’s a good idea to agree with your landlord on how to do the first and final readings of the water meter. This ensures each person pays only for the water they use.
All about bill payments
Authority and responsibility for the account For water services, the property owner is always responsible for charges at the property, regardless of any billing arrangement they make with their tenants.
By law, we must provide a continuous supply of water as it’s essential for survival. Unlike other utilities such as power or gas, we cannot turn off the service.
Basically we’re bound to supplying the service to the property, not to individual tenants. So your landlord or property owner must ensure the continuous water supply is paid for.
You can find out more on the Tenancy Services website.
For water services, the property owner is always responsible for charges at the property, regardless of any billing arrangement they make with their tenants.
By law, we must provide a continuous supply of water as it’s essential for survival. Unlike other utilities such as power or gas, we cannot turn off the service.
Basically we’re bound to supplying the service to the property, not to individual tenants. So your landlord or property owner must ensure the continuous water supply is paid for.
You can find out more on the Tenancy Services website.
Arranging tenant access to the water account (authority access)Although the ultimate responsibility for payments lies with the property owner (see above), it’s common to have an arrangement with your landlord or property manager, where you pay for your volumetric water and wastewater charges.
In this case, it can be easier on both parties for the property owner to give you access (called “authority access”) to talk to us about bills and to make payments directly.
Your landlord or property manager needs to arrange this with us. They can read more here:
Although the ultimate responsibility for payments lies with the property owner (see above), it’s common to have an arrangement with your landlord or property manager, where you pay for your volumetric water and wastewater charges.
In this case, it can be easier on both parties for the property owner to give you access (called “authority access”) to talk to us about bills and to make payments directly.
Your landlord or property manager needs to arrange this with us. They can read more here:
Register for MyAccount If you have authority access from the property owner, as a tenant you can use MyAccount, our secure online portal.
Once registered online you can pay a bill, or set up a direct debit or recurring credit card payment. You can also download the app to your phone.
If you have authority access from the property owner, as a tenant you can use MyAccount, our secure online portal.
Once registered online you can pay a bill, or set up a direct debit or recurring credit card payment. You can also download the app to your phone.
Make a one-off payment You can make a one-off payment using your credit card quickly and easily. You will need your account number.
You can make a one-off payment using your credit card quickly and easily. You will need your account number.
Set up recurring payments Simply set this up in MyAccount or call us on 09 442 2222, press 2.
Before you set up an automatic payment, there are a few things to consider:
We take the total amount due, which is for the water and wastewater services you have used, plus the fixed charges. The landlord is responsible for fixed charges.
If you move house and don’t notify us to cancel the payment, we will continue to automatically take money from your bank account each month. It’s your responsibility to cancel a recurring payment.
To cancel an existing recurring payment that’s in your name, please call us on 09 442 2222, press 2.
You can also set up an automatic payment with your bank. You need to put the account number that you want the money to be sent to as a reference. Check your account balance each month to make sure you aren’t under- or over-paying. Remember to cancel your automatic payment if you move out.
Click the link below for more information on payment options.
Note: Landlords can pay an annual fixed charge
Let your landlord know that they can apply to pay an annual fixed charge.
Simply set this up in MyAccount or call us on 09 442 2222, press 2.
Before you set up an automatic payment, there are a few things to consider:
We take the total amount due, which is for the water and wastewater services you have used, plus the fixed charges. The landlord is responsible for fixed charges.
If you move house and don’t notify us to cancel the payment, we will continue to automatically take money from your bank account each month. It’s your responsibility to cancel a recurring payment.
To cancel an existing recurring payment that’s in your name, please call us on 09 442 2222, press 2.
You can also set up an automatic payment with your bank. You need to put the account number that you want the money to be sent to as a reference. Check your account balance each month to make sure you aren’t under- or over-paying. Remember to cancel your automatic payment if you move out.
Click the link below for more information on payment options.
Note: Landlords can pay an annual fixed charge
Let your landlord know that they can apply to pay an annual fixed charge.
Getting a copy of your bill You can also ask your landlord to arrange a second copy of each bill be sent to you, so you're able to make payment arrangements.
- No tenant names will be on the bill
- The second line of the postal address may say c/- The tenant
- The owner will receive an email copy of every bill.
Only the legal owner’s name will appear on the bill, because the contract is between Watercare and the owner.
We send a maximum of one paper bill for each account – all other copies arrive by email. There’s a small cost to getting a paper bill.
You can add two email addresses through MyAccount but if you want more, just call us to arrange.
You can also ask your landlord to arrange a second copy of each bill be sent to you, so you're able to make payment arrangements.
- No tenant names will be on the bill
- The second line of the postal address may say c/- The tenant
- The owner will receive an email copy of every bill.
Only the legal owner’s name will appear on the bill, because the contract is between Watercare and the owner.
We send a maximum of one paper bill for each account – all other copies arrive by email. There’s a small cost to getting a paper bill.
You can add two email addresses through MyAccount but if you want more, just call us to arrange.
If the property you’re renting has a change in legal ownership In this case we set up a new account in the new owner’s name.
The account number for the property will change. If you have a recurring payment (automatic payment, direct debit or direct credit), you will need to set this up again.
In this case we set up a new account in the new owner’s name.
The account number for the property will change. If you have a recurring payment (automatic payment, direct debit or direct credit), you will need to set this up again.
Moving in and moving out of your rental
It can be a hectic time if you’re moving in and out of a rental. Here’s some advice on managing your water and wastewater accounts to make things a little smoother.
When you move in or out, your landlord or property manager is responsible for letting us know.
But, as a renter, there are also some things to think about when it comes to managing your accounts. See ‘all about bill payments’ (above) for more.
Plumbing issues, leaks and faults
Learn some of the common causes for a high bill and what you can do to rule out possible causes.
Learn the steps you can take to check whether you have a leak on your property.
Learn what causes leaks in our network and what we do to repair them.
Apply for a leak allowance
Our water network goes from the road to your water meter, and the meter box itself. Anything after your meter box is the property’s private network and we’re not responsible.
Generally it’s the landlord’s responsibility to fix leaks and pay for any repairs on the private network.
Tenants should notify the landlord or property manager as soon as there’s a problem. However, it may depend on the agreement you have with your landlord.
It’s important to fix leaks quickly to minimise property damage and avoid high water bills.
If you’re an authorised tenant and have paid to fix a leak, you may be entitled to a leak allowance.
Tip:
When you move in, set up an agreement with your landlord or property manager about what do to if you get a leak or plumbing issue, including what to do when the landlord is unavailable. This way if the worst happens, you have a plan.
Tenant welcome pack
Check out this helpful PDF that tells you all about managing your water and wastewater with us if you’re a renter.
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Helpful information if you’re a landlord or property manager
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How to find and read your meter to check water use or confirm a leak.
Understand who’s responsible for bill payments, pipes, water meters, repairs and more.