Next steps to improve water billing accuracy
Selwyn District Council media release: 30th September 2026
Council shared in February 2026 that historic systems and processes had not consistently captured all properties and businesses receiving water and trade waste services. Council also confirmed that along with Selwyn Water Limited, Council would investigate these issues and work to improve the accuracy and fairness of charges.
Since then, Selwyn Water Limited (SWL) has been working systematically to identify and verify these customers, bring them into its billing system and ensure fair/accurate charges are applied. The report will provide an update on the historic charging issues, the work undertaken to address them and the options available to address.
What the review has found so far
Over an 18 month period from 1 July 2024 to 31 December 2025, around 2,700 properties have been identified that need further investigation to confirm whether they're being billed correctly for their water.
Early estimates are that up to $2.9 million in drinking water charges may not have been billed over that period. This estimate covers a few different issues, including accounts where billing started later than it should have. It is a draft figure and hasn't been checked property by property. It also includes some water used before July 2024, so the final figure is likely to change.
Making sure everyone who receives the water service is on the billing system means the cost of running our water network is shared fairly. It's also one reason Council asked for a one-year Water Services Strategy, so that Council has a clear picture of the true cost of providing water services before making longer-term decisions.
Mayor Lydia Gliddon says Council and Selwyn Water Limited understand that some customers have been surprised to receive water charges higher than they were expecting.
“We know this has come as a surprise to some people, particularly those who had not previously been charged correctly for the water services they receive.
Council and Selwyn Water are working together to rectify these historic issues, support affected customers and make sure our billing information is accurate going forward.
“We were upfront with the community in February that there were issues requiring further investigation. The PwC report going to the Finance and Performance Committee next month is the next step in that process.
“It is important we address this properly so everyone receiving the same service is treated consistently and costs are shared fairly across our community.”
The report being presented to the Finance and Performance Committee on 22nd October will be considered in public excluded session due to the commercially sensitive nature of some of the information it contains. This will allow councillors to review the findings and discuss potential options in detail.
“We’re committed to being transparent with the community and will share the report, along with future plans and updates, as soon as we can,” says Mayor Gliddon.
Selwyn Water Limited Chief Executive Alex Cabrera encourages residents to get in touch if they have questions about their water bill.
"We’re here to help, review individual circumstances, and work with our community as this issue is resolved,” says Cabrera.
“SWL and Councillors have also agreed on a 12‑month Water Services Strategy to address the complexity of this work, with resolution expected ahead of the next strategy and pricing decisions in June 2027,” says Cabrera.
Understanding your invoices
We know rates and water bills can be complex, particularly now that customers receive separate invoices from Council and Selwyn Water Limited.
The following guides explain the information and charges shown on each invoice:
Further updates will be provided as this work progresses.