From January 2026 we’re upgrading meters to smart meters. This upgrade will help improve accuracy, efficiency and sustainability- making it easier for your business to measure and manage your water usage.
As the south east of England is one of the most water-stressed areas in the UK, this investment will help us all use water more wisely.
There is no installation cost and the work will be completed with minimal disruption to your business. We’re beginning our meter upgrade rollout in phases and we’ll get in touch with you before we come to your area.
FAQs
We know you may have some questions about our meter upgrade programme, so please look through our list of FAQs below. If you have a question that you can't find an answer to below, please get in touch with us.
Information about your new smart meter
Water meters benefit both businesses and the environment by encouraging efficient water use and reducing waste. They play an important role in helping us to provide a reliable supply of top-quality drinking water and ensure that taps keep flowing.
In the south east we live in an area of water stress. This means that we must be careful to balance the needs of our customers and the environment. Introducing smart meter technology will help to make sure we have enough water for everyone. For your business, this means it'll be easier to measure usage, catch leaks early and reduce waste without you having to think about it.
We're installing smart meters because they:
Enable control over your bill.
Your smart meter will measure your daily water usage giving you more control over your costs. Your water retailer will use the data from your smart meter to calculate your bills, eliminating estimated billing. This means your bill will be more accurate and you’ll only pay for the water you use.
Detect leaks early, even hidden ones.
By finding and fixing leaks quickly, we can help prevent significant water loss and damage to your premise. As well as helping your business to avoid any disruption, your smart meter will help you to save money on your bill.
Enable us to understand how your business uses water.
By working together, we can ensure water is always there when you need it, every time you turn on the tap.
Help achieve your business sustainability goals.
By using water more efficiently you will save money, reduce waste and protect the environment.
We will be installing smart meters for non household customers from January 2026 and we aim to have all our meters smart by 2035.
Our rollout is taking place in phases and we will get in touch with you before we come to your area.
Your new meter will simply be switched over at the location where your original meter was fitted, which will normally be on the boundary of your premises.
Yes, if your existing meter has a logger fitted, please remove it before we arrive to install your new smart meter. If you’re unable to do so, don’t worry - our team will remove this for you and leave it in the meter pit.
If your business premises does not have a water meter fitted, you will not be part of the smart metering programme.
If you would like to have a water meter installed, please contact your retailer.
What can I expect from my new smart meter?
Traditional water meters only measure how much water your business uses and need someone to come out and take a reading.
Your new smart meter does much more than just measure usage - it provides close to real-time usage data to help your business manage water more efficiently. Your smart meter can also spot unusual usage patterns which may help to detect a leak early. Using less water is not only better for the environment - it may also help your business meet its sustainability goals too.
No, there is no extra charge to pay for installing your smart meter. South East Water are also responsible for the maintenance of the meter.
No, your new smart meter will automatically send readings to your water retailer, without you having to do so.
If you want to read your meter manually, you will still be able to do this.
Installing your new smart meter
Yes, we will need to turn your water supply off to install your new meter. Don’t worry, this is usually only for a few minutes. We’ll always keep you informed and work with you to minimise any disruption to your business.
We understand how important it is for your business to keep taps flowing, so we’ll work with you to minimise any impact on your business.
Your new meter will typically take around 10 minutes to fit, however this may differ based on what’s happened since your current meter was installed. We will keep you updated during the process.
If your business has a large meter installed, the installation could take longer and we may need to book an appointment with you to complete the work. Don’t worry, If we need to do this we will let you know in advance to keep disruption to a minimum.
The engineer will leave a card after installing your meter. This card will show the location of your new meter, which is usually the same place as your old meter.
The engineer will also give a What3Words (opens in a new tab)location. What3Words gives every location a unique three word address to make it easy to find. The What3Words app can be downloaded on both Android and iOS devices.
Your new smart meter won’t change the price you pay per unit of water - this is set by your water retailer. Your meter will simply help you track and manage your usage more efficiently, enabling you to have more control over your bill.
Businesses, charities and public sector organisations in England can have a water retailer. You can check your bill to see who your water retailer is.
We’ll get in touch with you before we come to install your smart meter.
You may not need to be there when your new meter is installed. If we need to access your premises we will arrange an appointment with you to do this.
If you’re not at your business, we’ll pop a card through your door to let you know that your new meter has been installed. We will also let you know what you need to do if we have not been able to install your new meter.
When your water is switched back on you may notice that it looks slightly discoloured. This is perfectly normal. All you need to do is run your tap for five minutes until it clears.
Yes, because we all share the responsibility to make sure there is enough water in our environment and communities. Installing smart meters across our supply area will help us to achieve this.
All our employees wear a South East Water uniform and carry photo ID – please ask to see it if you’re not sure.
If you're unsure about anyone claiming to be from South East Water, please call our customer service team on 0333 000 0018(opens in a new tab).
We’re upgrading your meter to the latest smart technology to enable you to have more control over your water usage and bills. Smart meters also help us detect leaks faster and manage our network more efficiently - so we can meet the needs of your business now and in the future.
No, you don’t need to do anything. We’ll let your water retailer know that we’ve fitted a new meter within 5 business days of installation.
Our engineer will take a reading from your current meter before installing your smart meter and write it on the card we leave at your premises. We’ll then send this reading to your water retailer who’ll calculate your bill. If you have a question about your bill after your new meter is installed, please contact your water retailer.
Yes, it’s a good idea to let your landlord know.
Your data
Yes, business information such as the name, address and bank details are not stored on your smart meter.
Your new meter only records how much water your business uses. This data is then sent to your water retailer automatically through a secure wireless network.
You can read more about how we use your data in our privacy policy.(opens in a new tab)
You don’t need to do anything if you have a power cut in your premises.
Your new meter will continue to work as normal. Your meter has a battery so that it works separately from your main electricity supply.
If your new meter stops working or you think something is wrong, please call us on 0333 323 7860(opens in a new tab).
No, your new meter should not make any noise.
If you notice that your meter is making an unusual sound please call us on 0333 323 7860(opens in a new tab).
No, your new meter does not need or use Wi-Fi to connect. Your readings will be automatically sent to your water retailer using a private and secure network.
Yes. Your new meter is safe. Public Health England have confirmed that smart meters do not pose a risk to your health.
You can read more about smart meters in this Public Health England guidance on smart meters(opens in a new tab).
If you have any other questions about your new meter please call us on 0333 323 7860(opens in a new tab).
Useful numbers
Business customer service team
0333 323 7860(opens in a new tab)
Monday to Friday 9am - 5pm