From January 2026 we will begin to upgrade meters across our network in preparation for smart meter technology.
The south east of England is one of the most water-stressed areas in the UK. This is why we all need to take action to make sure everyone has water in the future. 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.
All about your new upgraded meter
We are upgrading your meter to prepare for smart meter technology in the future.
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. By introducing smart meter technology in the future we will ensure that there is enough water for all.
We will be upgrading approximately 880,000 meters over a ten-year period.
We are starting to upgrade meters in January 2026 and all our water meters will be smart by 2035.
Our rollout is taking place in phases and we will get in touch with you before we come to your area.
If you don’t have a water meter fitted at your property, we will get in touch with you. You can also call our customer service team on 0333 000 0001(opens in a new tab) to book a meter survey.
No, you don’t need to do anything. We will get in touch with you before we start work in your area and let you know that we will be installing your new meter soon.
Our meter upgrade programme is taking place in phases. We will get in touch with you before we come to upgrade your meter.
In the future your new meter will be able to use smart meter technology which will record how much water is being used at your home. This information will be sent to us automatically, without us having to send anyone out to read your meter.
Your new meter will be able to detect leaks early which may save you money by reducing your bill. For example, if you are using water overnight it might suggest that you’ve got a leaking toilet. A leaking toilet can use up to 400 litres of water a day, the equivalent to five full baths, or about the same as an average family’s water bill. That could be doubling your bill every day, unnecessarily.
If you think you have a leaky loo, you can find out more here. As we start to understand how you are using water at home, we will be able to provide you with advice on how you can save water and save money. Your new meter is also better for the environment as it will help you to use less water. Eventually your new meter will give you more control over your water usage and your bills.
We will get in touch with you to let you know when your meter is fully connected to our smart metering technology.
No, if you already have a water meter your bills will not change when your meter is upgraded. The way you are billed will stay the same and you will still receive your bill every six months.
If you are a My Account customer you can view your bill in your online account. If you are not yet registered for My Account it’s easy, just click here to start.
What can I expect from my new meter?
There is no extra charge to pay for installing your upgraded meter. South East Water are also responsible for the maintenance of the meter.
Until your meter is fully connected to our smart meter technology, we may still have to read your meter. However in the future your meter will automatically send us readings, without us having to send anyone out to read your meter. If you want to read your meter manually, you will still be able to do this.
We will get in touch with you to let you know when your meter is fully connected to our smart metering technology.
My Account
My Account is the online portal to help you to manage your South East Water account. If you are a My Account customer you can get updates about your water supply, view and download your bills and make payments. As well as getting immediate updates on any issues, My Account offers you help, support and more. In the future, we will share your smart data in My Account.
To register for My Account or to read our Frequently Asked Questions click here.
Installing your upgraded meter
Unless we have contacted you, you will not need to be at home when your new meter is installed. If you’re not at home, we’ll pop a card through your door to let you know that your meter upgrade has taken place. We will also let you know what you need to do if we have not been able to install your new meter.
Unless we have contacted you, you will not need an appointment to have your meter installed. This is because the engineer will not need to enter your property to switch your meter over.
If you have any concerns and would like to speak to us please call our meter upgrade customer service team on 0333 323 5850.(opens in a new tab)
All our employees drive vehicles with our logo. They also 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 0001(opens in a new tab).
Your upgraded meter will simply be switched over at the location where it was originally fitted, which will normally be on the boundary of your property.
Under normal circumstances, fitting your upgraded meter will take around 10 minutes. However, this might differ from location to location, based on what’s happened since your current meter was installed.
We may need to dig out the stop tap to complete the meter upgrade. If we expect this to cause disruption, we will make an appointment with you to keep disruption to a minimum.
Yes, during installation we will need to turn off your water supply for a small amount of time. Don’t worry, this is usually only for a matter of minutes.
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.
Your data
Once we’ve upgraded your meter it will record water usage at your home at regular intervals throughout the day. This information will be sent to us automatically.
When your meter is connected to our smart meter technology, we will be able to provide you with advice on how you can save water and save money. If you are a My Account customer we will display your smart data in your online account. If you are not yet registered for My Account it’s easy, just click here to start.
For example, if it appears that you are using water overnight it might suggest that you’ve got a leaking toilet. A leaking toilet can use up to 400 litres of water a day, the equivalent to five full baths, or about the same as an average family’s water bill. That could be doubling your bill every day, unnecessarily. If you think you have a leaky loo, you can find out more here.
Yes, personal information such as your name, address and bank details are not stored on your new meter.Your new meter only records how much water you use. This data is then sent to us automatically through our secure wireless network.
You can read more about how we use your personal data in our privacy policy.
You don’t need to do anything if you have a power cut in your property.
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 our meter upgrade customer service team on 0333 323 5850(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 our meter upgrade customer service team on 0333 323 5850(opens in a new tab).
No, your new meter does not need or use Wi-Fi to connect. In the future, your readings will be automatically sent to us using our 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 our meter upgrade customer service team on 0333 323 5850(opens in a new tab).
Manage your account online
Register My Account and be ready for when your smart meter starts sharing your smart data.
Useful numbers
Meter upgrade customer service team
There will be a dedicated meter customer service number to contact soon.