What you're charged, how to pay, how to keep your bill accurate, and what to do if you're struggling.
No due dates to remember and no queueing at the bank. Complete a mandate, from our office or downloaded here, and hand it in at the Bank of St Helena. The amount owing is taken on the 29th of the month the bill is due.
Download the Direct Debit formPay by cash, cheque or bank transfer, or set up a standing order for a fixed amount each month. Paying through Online Banking? Enter your Customer Reference in the ‘Credit Narrative’ so we can identify your payment.
Where's my account number?If you are paid by SHG or receive benefits, your bill can be paid by deduction. Call Billing on 22341 to arrange it.
Payment difficulty?We do not currently accept payments at our office.
Tariffs are set by Connect and approved by the St Helena Utilities Regulatory Authority. Each rate shows the date it took effect.
Preview build: rates awaiting a final Billing check. The rates shown include the 2026 water and sewerage increases. Where the published schedule and this table differ, the published schedule prevails.
| Service | Charge | Unit | Rate | Effective from |
|---|---|---|---|---|
| Electricity | Electricity, first 333 units | per kWh | £0.47 | 1 September 2026 |
| Electricity | Electricity, above 333 units | per kWh | £0.58 | 1 September 2026 |
| Electricity | Empty property standing charge Electricity standing charge is applied to properties that consume less than 10 units of electricity per quarter. | per quarter | £45.00 | 1 July 2025 |
| Electricity | Disconnection or reconnection | each | £44.75 | 1 July 2025 |
| Water | Standing charge | per quarter | £18.30 | 1 August 2026 |
| Water | Treated water, first 5 m³ | per m³ | £2.49 | 1 August 2026 |
| Water | Treated water, 6 to 9 m³ | per m³ | £3.25 | 1 August 2026 |
| Water | Treated water, above 9 m³ | per m³ | £6.40 | 1 August 2026 |
| Water | Untreated water | per m³ | £1.62 | 1 August 2026 |
| Water | Connection, disconnection or reconnection | each | £38.78 | 1 August 2026 |
| Wastewater | Sewerage standing charge | per quarter | £26.36 | 1 July 2026 |
| Wastewater | Empty a private septic tank | each | £89.82 | 1 July 2025 |
| Wastewater | Unblock a private sewer line | each | £89.82 | 1 July 2025 |
| Wastewater | Sewer connection or disconnection | each | £44.24 | 1 July 2025 |
| Electricity | Electricity (commercial, government and 3-phase) | per kWh | £0.58 | 1 September 2026 |
| Electricity | Empty property standing charge Electricity standing charge is applied to properties that consume less than 10 units of electricity per quarter. | per quarter | £60.00 | 1 July 2025 |
| Electricity | Disconnection or reconnection | each | £44.75 | 1 July 2025 |
| Water | Standing charge | per quarter | £53.32 | 1 August 2026 |
| Water | Water | per m³ | £6.40 | 1 August 2026 |
| Water | Connection, disconnection or reconnection | each | £38.78 | 1 August 2026 |
| Wastewater | Sewerage standing charge | per quarter | £41.61 | 1 July 2026 |
| Wastewater | Empty a private septic tank | each | £144.28 | 1 July 2025 |
| Wastewater | Unblock a private sewer line | each | £144.28 | 1 July 2025 |
| Wastewater | Sewer connection or disconnection | each | £44.24 | 1 July 2025 |
| Water | Standing charge | per quarter | £18.30 | 1 August 2026 |
| Water | Treated water | per m³ | £3.25 | 1 August 2026 |
| Water | Untreated water | per m³ | £1.47 | 1 August 2026 |
Your bill has three parts: a standing charge covering the fixed cost of keeping you connected; consumption, based on your meter readings; and any adjustments such as previous balances or agreed payment arrangements.
If a reading couldn't be taken, your bill will show an estimate. Submit a reading and we'll correct it on the next cycle.
You can submit your own electricity and water meter readings between the 1st and 7th of each month. A reading you send us is applied to your next bill as an actual reading, not an estimate.
If a meter reader is scheduled to visit during the month, you do not need to submit a reading.
Use the form below, call 22242, send a WhatsApp message to 66242, or email meterreadings@connectonline.co.sh.
Read the numbers left to right and ignore anything after a decimal point or in a red box.
The most common causes are an undetected leak, a previous estimate being corrected, or a change in household usage. Submit a current reading, then call 22255 and we'll review the account with you.
It covers the fixed cost of maintaining the network, meters and 24-hour emergency cover that keep your property connected, regardless of how much you use.
Contact our Billing Coordinator early on 22341. We will work with you to agree an affordable repayment plan, and would much rather do that than let arrears build up.
If you do not pay, do not contact us, or miss the payments on an agreed repayment plan, we may disconnect your supply and take further action to recover the debt. Interest of 0.75% per month may be charged until the overdue balance is cleared. While the debt remains unpaid, we will not connect this or any other supply you ask for.
Every Connect employee or contractor who visits your home carries an ID badge. If you are elderly, disabled or otherwise vulnerable, call us on 22341 to agree a security password. Our staff will then use it when they phone or visit, so you know the caller is genuine.
Our customer complaints procedure sets out how to raise a complaint, our response times, and how to escalate to the Utilities Regulatory Authority.