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Loss of a loved one
If someone close to you has passed away, here’s some help to transfer or close their Watercare account.
Coping with the loss of someone close to you can be an overwhelming experience. During that time, it’s difficult to call companies to update your loved one’s account details, so we want to make this easier to manage.
Unlike phone, internet and energy accounts, changing a name on a Watercare (or council) account is slightly different, as we often require supporting legal documentation.
Accessing the account balance and making changes
If the property was owned by more than one person, other listed property owners can access the account and make changes. All owners' names will be listed on the account.
Otherwise, you won’t be able to make changes unless you are: a solicitor acting on behalf of the estate, or an executor of the estate (in this instance, we’ll need to sight a copy of the will or a letter from the acting solicitor saying you’re either the executor or nominated trustee).
When you’re ready, please notify us
Simply fill in our form. We’ll handle the rest – you won’t need to speak to anyone.
Note, you’ll need to upload clear scans or photos of:
the extract of the will or a signed letter from your solicitor to confirm you as the executive of the estate.
- a copy of the death certificate.
- we’ll notify you once it’s been processed.
When there’s no will
In this circumstance, we won’t be able to action any changes on the account or give you any account information. This is in accordance with the Privacy Act 2020.
Please get in touch so we can classify the account as a deceased estate – this will hold off late fees if applicable (or 3rd party debt collectors).
We suggest you contact your family solicitor or the Citizens Advice Bureau for free legal assistance.
If you have power of attorney
Power of attorney stops when a person passes away. To access the account, you’ll need to be the nominated executor.
Frequently asked questions
Frequently asked questions
What do I do If I have a joint account with someone who has passed away?Let us know who passed away so we can record it on the account. We’ll need to know: if you will become the sole property owner, if someone will own the property with you, or if the property will be sold (the solicitor acting for the estate can help provide supporting legal documents).
Let us know who passed away so we can record it on the account. We’ll need to know: if you will become the sole property owner, if someone will own the property with you, or if the property will be sold (the solicitor acting for the estate can help provide supporting legal documents).
Can I change the mailing and payment information?We can change the bill delivery method to the property address. If we need to change the billing method to any other address, we will need proof that you are an executor and authorised to make a change on the account.
Payment information ie: direct debit can be updated using our online direct debit authority form or you can phone us on 09 442 2222.
We can change the bill delivery method to the property address. If we need to change the billing method to any other address, we will need proof that you are an executor and authorised to make a change on the account.
Payment information ie: direct debit can be updated using our online direct debit authority form or you can phone us on 09 442 2222.
No one is living at the property; can you cancel the account?Unlike other utilities we don’t close the account between occupancies. The water account will only close when we are notified of a title transfer or ownership change.
Unlike other utilities we don’t close the account between occupancies. The water account will only close when we are notified of a title transfer or ownership change.
There is an existing debt on the account, but there is no money in the estate to cover it and I can’t afford to pay – what can I do?Let us know of your circumstances. We can stop the account from proceeding to a third. party debt collector.
We can place the account on hold, so no further late payments occur.
We could work with you on a long-term payment arrangement.
We could refer you to the Water Utility Consumer Assistance Trust (WUCAT). They are independent and can help customers who are facing financial hardship.
Please note, if the estate is being sold the acting solicitor will pay the final water and council rates when the sale goes through as part of their settlement process.
Let us know of your circumstances. We can stop the account from proceeding to a third. party debt collector.
We can place the account on hold, so no further late payments occur.
We could work with you on a long-term payment arrangement.
We could refer you to the Water Utility Consumer Assistance Trust (WUCAT). They are independent and can help customers who are facing financial hardship.
Please note, if the estate is being sold the acting solicitor will pay the final water and council rates when the sale goes through as part of their settlement process.