Online service

Let us know that you are moving at mijn.waterbedrijfgroningen.nl, including the date you are moving out and the final meter reading. We will then draw up a final bill for you.

The new resident who will be paying the water bills must register at mijn.waterbedrijfgroningen.nl. They will need to have the meter reading and their bank details at hand. The former payer/main occupant will be automatically taken off the account, if that has not happened already. In this case, no administration costs will be charged.

If you have any questions, please call Customer Support at +31 (0)50 368 86 88.

To change your supply address, please call us at +31 (0)50 368 86 88. If the incorrect address is a postal address, you can easily change this yourself at mijn.waterbedrijfgroningen.nl (in Dutch). If you do not have an account yet, you will have to register first. You can also inform us of your new address by calling Customer Support on +31 (0)50 368 86 88 or by sending an email to info@waterbedrijfgroningen.nl

Please return the letter(s) to:

PO box 24
9700 AA Groningen, the Netherlands

You should also check whether the water supply contract for your address is made out to the correct name. If you have not yet registered the address in question, you can do so at mijn.waterbedrijfgroningen.nl (in Dutch).

You can simply go online to cancel your water supply with us. Go to ‘Verhuizen‘ (‘Change of address’) and click on ‘Adres afmelden’ (‘Cancel address’). You can also cancel your water supply by calling us at +31 (0)50 368 86 88 or by sending an email to info@waterbedrijfgroningen.nl. We will need the following details to process your cancellation:

• The date on which you hand over the keys
• The meter reading on that date
• A postal address to which we can send the final bill
• You can provide the final meter reading up to five working days before the move.

You can change your email address online at mijn.waterbedrijfgroningen.nl (in Dutch). If you do not have an online account yet, you will need to register first. You will be taken to a page where you will find a tab called ‘Bekijk mijn gegevens’ (‘View my details’). Here, you will find an overview of your personal details. You can change your email address by clicking on ‘Mijn persoonlijke gegevens’ (‘My personal details’).

You can change your bank account online at mijn.waterbedrijfgroningen.nl (in Dutch). You must first log in or create an account. When you are logged in, go to the ‘Gegevens’ (‘Details’) tab and choose ‘Wijzig betaalgegevens’ (‘Change payment details’). You can also change your bank account by calling us at +31 (0)50 368 86 88 or by sending an email to info@waterbedrijfgroningen.nl. Always state your customer number and your old IBAN for verification.

You can change your payment method via ‘Zelf Regelen‘ (‘Self Service’). Once you are logged in, you can change your payment method to direct debit, bank transfer, or manual.

If your relationship has come to an end and you, or your ex-partner, is staying at the property and would like to transfer the water bill to your/their name, please call our Customer Support at +31 (0)50 368 86 88.

The advance billing amount is based on the number of people in your household and/or the usage in previous years.

If, for whatever reason, you fail to pay your water bill in time, additional costs may be charged.

The following collection costs apply as of 1 January 2015:

• If you receive a so-called urgent payment request from us, there will be an extra collection cost of €20.50 in addition to the amount owed (for debts up to €500).
• If you receive a so-called final payment request from us, there will be an extra collection cost of €19.50 in addition to the amount owed (for debts up to €500).

If, for whatever reason, you are unable to pay your water bill and/or other bills such as rent, gas or electricity, there are agencies that can help you with your debts. For more information, please call Customer Support at +31 (0)50 368 86 88, or contact your local council.

If you are paying via direct debit, you will find the payment dates of the advances on your annual bill, under the heading “Bij; nieuw voorschot” (Added; new advance).

If you have recently registered, you will receive a Welcome Letter. This letter will tell you when the advance billing amounts will be debited.

When works are being carried out on the water mains in your area, we will inform you in advance by letter. This page will show you where we are working on the water mains. If you have any questions about the works, please contact the person mentioned in the letter, or call us at +31 (0)50 368 86 88.

Lower water pressure is usually caused by works that are being carried out. Check here to see if any works are currently being carried out in your area.

If your area or address is not listed, the problem may be located within the pipes of your property. You can check this as follows:

• Fully open the cold tap nearest to your water meter. Is the water pressure sufficient? Then the problem is located within the pipes of your home. Please contact an installer.
• Check that the main valve is fully open.
• Check the strainer in your tap for any signs of clogging.

If you think the problem is not located within your pipes, please call us at +31 (0)50 368 86 88.

Cloudy water may not look all that appetising, but it is not harmful to your health.

If your tap water is cloudy, it is best to keep the taps in your house closed for a while. In most cases, the cloudy water will disappear from the main pipes after 30 minutes. After that, let the tap run for a while until the water is clear again.

Cause of cloudy water

If the water flow in the water mains suddenly increases or changes, iron and manganese particles may become dislodged, causing the water to become cloudy and brown. This may happen as a result of works being carried out on the water mains, a sudden increase in water usage, or a broken pipe.

More information

If you have any questions, please call our Technical Customer Support at +31 (0)50 368 86 88.

If no or less water comes out of your tap, this likely indicates an outage. Outages can be reported 24/7 by calling us at +31 (0)50 368 86 88. You can check here if we are already working on this outage.

When the pipes within your property are frozen, you will need to contact an installer instead of us. You can also try to thaw your pipe yourself. Here are some tips:

Thawing a frozen pipe

• Using a hair dryer: you can use a hair dryer to heat the frozen part of the pipe.
• If you are very careful and if you are reasonably experienced handyman/woman, you can also use a heat gun.

The frozen water pipe should begin to thaw after a while.

Using cloths and hot water

• If you are unable to thaw the water pipe in the above manner, you can also try using warm cloths.
• Wrap the cloths around the pipe and pour hot water over them. Watch your hands and place a large bucket under the pipe.

Have you suddenly lost water when it is freezing? This may be due to frozen pipes within your property, or a frozen or cracked water meter. Even when it starts thawing again, you may still have less or no water coming from your taps. What to do and who to call? Here is a short checklist.

No water because of frozen pipes within your property?

• If no water is coming from the tap, first open the drain valve near the main valve. You will find the main valve near the water meter.
• If water is coming out of the drain valve, that means there are no issues in the part up to and including the main valve, and the cause of the loss of water is very likely a frozen pipe in your property.
• In that case, you should contact an installer or plumber.

No water because of a frozen/cracked water meter?

• If no water is coming out of the drain valve, then the water meter and/or the supply pipe are frozen. Please call us: +31 (0)50 368 86 88. You can also call this number if your water meter has cracked due to freezing temperatures. The cracked meter must be replaced.

The water meter is usually located where the water mains enter the house. You can find the meter in the meter pit at the front or the back door, in the meter cabinet, or in the cellar. In apartment buildings, the meter may be located in one space containing several meters.

The top part of the water meter can be turned 180 degrees to the left or right to get a proper reading. You can usually easily remove condensation.

If you are still unable to read the meter, please call Customer Support for help at +31 (0)50 368 86 88 (during office hours).

If we have not received a meter reading for the annual statement, we will be forced to estimate the meter reading. If the current meter reading deviates strongly from our estimation, we will draw up an interim statement. Please contact us using the contact form, where you can attach a photo of the current meter reading. You will also need to provide the following information:

• The number of people living at the address

This will help us assess whether the current meter reading is as expected and whether or not we need to draw up an interim statement.

 

Do you live in a house built before 1960? There may be still some lead water pipes in your house or in the shed. Lead particles can enter your drinking water through your water pipes. Too much lead can be harmful for your health, which is why it is important to replace lead pipes. When replacing the pipes, you should start with the kitchen tap and the pipe leading to the kitchen tap. Water from the shower is not usually used for consumption, and the kitchen tap forms the highest health risk when it comes to lead in drinking water.

The water pipe leading up to the water meter may be damp or wet, which is especially common in the colder months. This is usually due to condensation, and not to a leak.

The condensation is caused by the difference in temperature between the cold drinking water in the pipe and the warmer ambient temperature.

Tips to prevent condensation:

• Avoid draughts by sealing cracks and seams
• Try insulating the room in which the water meter is located using pipe insulation or bubble wrap. Wrap the insulation around the pipe.