Higher bill than usual

Troubleshoot the likely cause of your higher than usual bill

What could be the cause?

You may not have expected a higher than usual water bill, so you'll no doubt be wondering what could have caused this spike. A higher than usual bill could be the result of a number of things, but the best place to start is by looking at your latest bill.

Follow our step by step process below as a way to rule in and rule out possible causes.

Higher than usual bill? Is this a catch-up bill?

Step 1: Is this a catch-up bill?

If you have had a number of estimated bills in a row and this is your first actual read in some time, that could explain why your bill is higher than usual. On your invoice, estimated meter reads are shown on the 'billed usage history' graph with an E, whereas actual reads are indicated with an A. You should expect a pattern of one estimate followed by one actual meter read.

If this does not appear to be a catchup bill, proceed to Step 2.
Higher than usual bill? Are more people living in your home?

Step 2: 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 to determine whether either of these situations could be the reason for your higher than usual bill.

  • Have family or friends been visiting?
  • Has the number of people living at the property changed?
  • 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. Click here if you'd like to get a free water audit, thanks to EcoMatters.

Click here for water saving tips.

Step 2 continued: Has your water usage changed?

Also, it is normal to use more water in summer than in winter months. Many activities, such as the below, can lead to a higher water bill.

  • Have you been watering your garden more often?
  • Did you leave outside hoses or sprinklers on by mistake?
  • Have you used a water blaster lately?
  • Have you recently filled your swimming pool?
  • Have you been showering more often?
  • Have you been landscaping or renovating?

If none of these things apply, go to Step 3.

Higher than usual bill? Could your meter have been misread?

Step 3: Has your meter been read correctly?

Although we take every precaution, we may have read your meter incorrectly. To check if this has happened, you will need to read your meter. Water meters are usually located near or just outside your property boundary. They are in a box made of wood, plastic, concrete or metal. 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. If the number on the meter dial is less than the amount on your bill, you can contact us using our online enquiry or chat to us about your bill.

If the meter reading seems right, go to Step 4.

Higher than usual bill? Do you have a leak?

Step 4: Do you have a leak?

If you've ruled out all of the above, you may have a water leak on your property.

Private leaks are your responsibility to fix, whereas leaks on the public network are our responsibility. Click here to see the diagram of your responsibilities and our responsibilities.

To check for a leak, click here to follow our step by step process.

If you find a leak on your property you will need to contact a registered plumber to fix it.

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