Moving in or out

Moving in or out of a property can be a stressful time. We aim to make it as simple and hassle free as possible. 

Here's everything you need to know about moving in or out of our City West Water service area as a tenant, landlord or estate/authorised agent.

For more information on your rights and responsibilities as a customer and our commitments to you, visit our Customer charters page.

If you would like to know more about billing and how to read or pay your bill please see our Common billing questions.

Woman packing a moving box.

Business customers

When you start a business within our service area there are a few things you need to be aware of before you begin trading. Find out what your water and waste water responsibilities are on our Setting up a new business page.

Whether you are moving to a new location or closing the business for good, before you leave the premise you need to close your account and finalise any trade waste agreement.

To do this you will need to:

  • provide us with a final meter reading
  • let us know the date you are leaving the premise
  • if you have one, have your grease trap emptied for the new tenant or owner;

Let us know that you wish to finalise any trade waste account that may exist for your business.

You can send these details via email or call us on 131 691.

Residential customers moving in

If you have moved into our service area for the first time, welcome! If you’re an existing customer moving to a different property in our service area, it’s nice to still have you with us.

Please note:

If you are a concession card holder you may be eligible to apply for a concession on your water bill. However, you will need to authorise this yourself as it can’t be applied on your behalf by a third party such as a landlord or estate agent. To apply a concession to your account visit our Apply for a concession page.

Other than usage charges, property owners are still responsible for all other charges for the property, which could include:

  • water network charge
  • sewerage network charge
  • annual park charge
  • waterways and drainage charges
  • fire service charges (if applicable).

I’m a tenant

Good news, as a tenant moving into a property, you’re not required to do anything. If you are moving into a newly leased property (residential or business), it is the responsibility of your landlord, real estate agent or other authorised agent to set-up a new account for you under the Water Act 1989.

I’m a property owner/resident

If you have purchased a new property in our service area, congratulations! As a result of the Notice of Acquisition documentation we receive from your solicitor/conveyancer, your account will automatically be opened (for new customers) or modified (for existing customers). You’re not required to do anything.

I’m a property owner/landlord

Landlords are responsible for moving in new tenants under the Water Act 1989.

Please note:

  • The move in date can't be in the past as per section 273A of the Water Act 1989.
  • Water meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a meter read to ensure the previous tenants final bill is accurate.

Please complete the Change of tenancy form at least 2 days before your new tenant moves in.

On the form, choose:

  1. I want to Move in
  2. I am an Owner
  3. Tick I am the owner of the property providing tenants details
  4. Follow the prompts
I’m an estate agent/ property manager

Real estate agents or other authorised agents are also responsible for moving in new tenants, under the Water Act 1989.

Please note:

  • The move in date can't be in the past as per section 273A of the Water Act 1989.
  • Water meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a meter read to ensure the previous tenants final bill is accurate.

Please complete the Change of tenancy form at least 2 days before your new tenant moves in.

On the form, choose:

  1. I want to Move in
  2. I am a Real Estate Agent, or, I am a Authorised Agent
  3. Tick I am the owner’s authorised agent. I am providing the tenant details on the owner’s behalf in accordance with the Water Act 1989
  4. Follow the prompts

Residential customers moving out

When you ‘move out’ of a property in our service area, you need to advise us of your exit date so we can take a final read of your meter as soon as is practicable to calculate your final bill. You will receive your final bill approximately 10 days after the final meter read is taken, which can be paid via the Pay now page.

Please note:

  • Please inform us of your move out date a maximum of 30 days in advance and at least a minimum of 2 days before your move out date.
  • Water meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a final meter read.
  • If you have registered a concession card with your account and you are moving to a different property in our service area, your concession doesn’t automatically carry over. Once you move you will need to apply the concession to your new property via the Apply for a concession page.

I’m a tenant

As a tenant, you need to advise us of your move out date yourself, or you can arrange for your estate/authorised agent to advise us on your behalf.

Please inform us of your move out date a maximum of 30 days in advance and at least a minimum of 2 days before your move out date.

Please note:

If you live in a share house and have multiple names on the account, the tenant who is moving out needs to fill out the change of tenancy form. Your estate/authorised agent will then fill in another change of tenancy form to add the remaining tenants on a new account.

Complete the Change of tenancy form to move out, and have your account number handy.

On the form, choose:

  1. I want to Move out
  2. I am a Tenant
  3. Tick I am the tenant of the property providing my details
  4. Follow the prompts
I’m an estate agent/authorised agent

As an estate/authorised agent, if a tenant requests, you are authorised to advise us of your tenants move out date.

Please inform us of your move out date a maximum of 30 days in advance and at least a minimum of 2 days before your move out date.

Complete the Change of tenancy form.

On the form, choose:

  1. I want to Move out
  2. I am a Tenant
  3. Tick I am the tenant’s authorised agent. I am providing the tenant’s details on the tenant’s behalf in accordance with the Water Act 1989
  4. Follow the prompts
I’m a property owner/occupier moving out and want to move tenants in as the landlord

If you own a property and have been living in it, the water account for that property will be in your name. If you decide to lease your property to new tenants and become the landlord, under the Water Act 1989, you are responsible for moving new tenants in (this will automatically finalise your account as the current occupier/tenant of that property). However, as the property owner you will continue to receive other charges for the property (other than usage charges).

Please complete the Change of tenancy form at least 2 days before your new tenant moves in.

On the form, choose:

  1. I want to Move in
  2. I am a Owner
  3. Tick I am the owner of the property providing tenants details
  4. Follow the prompts
I’m a property owner/occupier moving out and an estate agent/authorised agent is handling the leasing of my property

If you own a property and have been living in it, the water account for that property will be in your name. If you decide to lease your property to new tenants and have an estate/authorised agent handle the lease, under the Water Act 1989, the estate/authorised agent is responsible for moving the new tenants in (this will automatically finalise your account as the current occupier/tenant of that property). However, as the property owner you will continue to receive other charges for the property (other than usage charges).

Ready to let us know?

Now that you have all the relevant information about moving in or out of our service area, please complete a change of tenancy form.

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