Renting

What residential tenants need to know

You don't need to contact us when you move into or out of a rental property. The water is always on. The property owner (your landlord) will pay the water bill. If your property has a water meter, you may be required to pay the water usage portion of the bill.

What your landlord is responsible for

As a residential tenant, you don't have an account with us for your water. This differs from other utilities, like electricity or gas. We send the water bill to the landlord (the property owner) or the managing agent. They are responsible for paying us.

However, if your property has a water meter your landlord or managing agent may ask you to pay for the water you use. You should be informed of the water usage charges on the water bill. This is in line with section 39 of the Residential Tenancies Act 2010. When you move out, your landlord or managing agent will arrange a meter reading so you can pay the final amount you owe.

Check your water usage

There are a few ways to check you're being charged correctly for your water usage.

• Compare the water you use in your household to a water-efficient household – use our water efficiency targets.
• Know how to read your water meter.
• Find out how much water your household uses every day – calculate your average daily water usage.
• Find out the cost of the water your household has used over a specified time – calculate your water usage charge.
• Check our current water usage charges.

If you simply want to cut down on the water you use, follow the tips below to save water and money.

Save water and money

For ways to use less water in your home and garden, follow our water saving tips. Always follow the current Water Wise Guidelines.

If your water usage has increased and there's no explanation (like guests, longer showers or filling a pool), see if you can detect a leak. Fixing a leak can be the quickest way to save water.

• Report visible leaks like dripping taps or toilets to your landlord or managing agent.
• If you can't see the leak, your landlord or managing agent should contact a plumber or WaterFix® Concealed Leaks. If a licensed plumber finds and repairs a hidden leak after the bill's been paid, the property owner can apply for a hidden leak allowance on the bill. If you've paid for water lost through the hidden leak, they should pass the refund on to you.

Know about work we're doing nearby

• For updates on work in your area, register for SMS service alerts.
• To see if low water pressure or no water is due to nearby work, check your property's water supply status.

If you've been injured or your property has been lost or damaged because of work we've done, we will investigate. Find out more about claims for damages.

Financial and other support

• Our Payment Assistance Scheme (PAS) provides emergency relief to eligible tenants struggling to pay water bills. See how we can help with your bill.
• If you're experiencing violence at home, ask us about BillAssist^® regardless of your financial situation. We can also refer you to support services.

We've identified many services that offer other help and support. Fill in our form or call us on 1800 222 280 8am–5:30pm Monday to Friday (except public holidays).

Our Customer Contract and you

Our Customer Contract is part of our Operating Licence and is legally binding. It's our service guarantee. It outlines our customers' rights and obligations using our services and sets the minimum standards of customer service that you can expect from us. It also outlines our rights and obligations to help us meet our key objectives. Our latest Customer Contract applies to all customers from 1 July 2024, and will continue to apply until they're no longer a customer receiving our services.

Only some parts of our Customer Contract apply to tenants. We've listed the relevant clauses in our easy-to-read Customer Contract summary.

You're covered by the Customer Contract if you live in a property that is:

(a) connected to our drinking water system, recycled water system or wastewater system and is within our area of operations,

(b) within a declared stormwater drainage area or the Rouse Hill stormwater catchment area.

If there are changes to the Customer Contract, they'll be published on our website and in a local daily newspaper.