FAQs

Tiaki Wai does not recommend that residential property owners apply to have a water meter installed ahead of the Tiaki Wai water metering programme.

Tiaki Wai is planning to roll out water meters to all residential properties in its region (Hutt, Porirua, Upper Hutt and Wellington Cities). This will take several years, potentially starting with pilots in 2026/27. There will be more information and an opportunity for people to have a say before the Tiaki Wai Board makes final decisions on the roll out.

Residential property owners considering applying to install a water meter in advance of this should carefully consider the following:

• Any meter and surface box (housing the meter) installed now is unlikely to be compatible with the future network. Tiaki Wai plans to install smart meters that can be read electronically but has not yet finalised the exact specifications.  All meters must be installed in a surface box (also called a toby or manifold box) with fittings that meet standards, but the standards do not yet provide for the installation of a smart meter.
• The costs associated with installing a water meter (ahead of the Tiaki Wai water metering programme roll out) must be met by the property owner (equipment, installation, inspection and administration costs). The installation costs depend on a property’s existing connection and any changes required.
• When the Tiaki Wai water metering programme is rolled out, the direct costs will be borne by Tiaki Wai; while property owners will pay towards this over time through their water services charges, they will not have to pay for the meter or installation directly.
• There is no guarantee that property owners will save money by installing a water meter. The cost equation is different for each property in each city because Tiaki Wai is inheriting systems currently used by four councils, based on a mix of capital value and fixed charges, and with a different rate for metered water usage in each city. The amount of water used by the household will also impact the water charge.
• Metering only relates to drinking water supply and does not impact the charges people will still have to pay for wastewater and stormwater services.
• In the coming years Tiaki Wai plans to move to a more consistent pricing system across the region and this may change the balance between fixed charges and metered water charges. Plans for the charging system will be developed over the coming year and there will be a consultation process before decisions are made.
• Under the current billing system, there may be a long delay between water meter installation, and a change to how people are charged. This is because Tiaki Wai billing will be managed out of council rates information databases which are updated once per year. For example, a water meter installed in August 2026 would not be reflected in billing until July 2027.

After these factors have been considered, if a property owner wishes to install a water meter, then they need to complete the water supply connection/alteration form available on their city council website.

Please note:

• Councils are providing interim support for some services until Tiaki Wai sets up new systems. This includes receiving and processing the water connection applications on behalf of Tiaki Wai.
• Any water meter installed must meet Tiaki Wai standards and specifications, so it is compatible with the network and connected into the billing system.

Yes. This will take several years to implement.

To inform our approach to rolling out water meters, Tiaki Wai will be looking at the potential for pilots to test and learn. Full implementation is expected to take approximately five to seven years.

Meters are central to managing demand and deferring the need for costly new water sources. They help customers understand and manage their water use. They also help with finding network leaks and private property leaks more quickly. Meters also allow for volumetric charging; that is, paying a charge based on the amount of water used. The details of how volumetric charging would be applied, including the proportion of volumetric and fixed costs, will be developed in coming years, and people will be consulted before changes are made.

A small proportion of our customers - primarily commercial water users - are already using water meters and receive a separate bill related to the amount of water they use.

Read more about our approach to introducing water meters in the Water Services Strategy. 

If you’re having trouble paying your Tiaki Wai water services bill, you’re not alone and you won’t be penalised for asking for support. Visit the hardship support webpage for more information.

Your water services bill pays for the infrastructure that supplies the water, not the water itself.

Your water services bill covers costs for the infrastructure networks that supply clean water to your property that’s safe to drink, remove wastewater from your sinks and toilets, and take away the stormwater from your downpipes and the streets and other public areas.

Before Tiaki Wai was set up, property owners were already paying for water services through council rates. Now, water services charges have been removed from your council rates bills and are being billed separately by Tiaki Wai. Your Tiaki Wai bill is separate, not on top of your council rates. You will not be charged for water services twice.

Property owners are now responsible for paying the cost of water services directly to Tiaki Wai, rather than through council rates. 

For the first year, councils are providing billing services on behalf of Tiaki Wai using their existing systems and payment cycles. This means quarterly Tiaki Wai invoices are aligned with council rates cycles, with payment due at the beginning of the last month of each three-month billing period.

There will be opportunities to review and refine these arrangements as Tiaki Wai establishes its own billing capability in future years.

Each quarterly invoice covers water services for the full three-month period. By the time you receive it, services have already been provided for part of the period, with services continuing through the remainder of the period. The due date helps ensure these essential services can continue to be delivered to our communities without interruption.

If you prefer to spread your payments over time rather than pay the full amount on the due date, you can set up a direct debit and pay by weekly, fortnightly, or monthly instalments. Property owners in Lower Hutt can set up direct debit arrangements using Payble.

Here’s where you can see what water restrictions apply in your area, and what this means for you.