Frequently asked questions

Reporting issues

Who do I call about water issues, such as a leaking pipe in my street?

For Waikato District Council properties call 0800 492 452. For Hamilton City Council properties call 07 838 6699. Effective from 1 July we will be introducing a new freephone number – 0800 WATERS (0800 928 377). You can still report leaks and other issues through the Antenno app, or by emailing your local council. The Antenno app is simple and easy to use and sends you information directly from council. Download for free from your app store.

About IAWAI

What kind of organisation is IAWAI?

We are a joint council-owned company, set up to deliver your water services more efficiently by working together. Under legislation, IAWAI has responsibility for delivering drinking water and wastewater services in our council areas. We deliver stormwater services on behalf of our shareholder councils. We are 100% owned by Hamilton City Council and Waikato District Council.

How will IAWAI make savings?

A single organisation means we can reduce duplication of some roles and achieve savings through economies of scale. But the biggest efficiencies are from working across boundaries to plan regional infrastructure, sharing infrastructure capacity, and spreading investment costs across a bigger population and a longer period.

Who will be responsible for making sure IAWAI does what it has been set up to do?

There are many levels of assurance for water users. Before we even started, we had to provide a comprehensive plan to the Government for approval. Our shareholding councils have set clear expectations, we are overseen by an independent governance board, and we report our audited financial performance to our community and shareholders annually. We consult with you on our Water Services Strategy and key performance measures. The Commerce Commission monitors economic price/quality performance, The Water Service Authority – Taumata Arowai upholds compliance with drinking and wastewater standards, Waikato Regional Council continues to oversee environmental compliance, and the Department of Internal Affairs makes sure we continue to meet applicable legislation.

What will council’s role be?

In 2024 and 2025 our two councils designed and agreed the structure of IAWAI via a shareholders’ agreement which guides the strategic direction of IAWAI.

Three representatives from each of our shareholding councils sit on the IAWAI Forum, alongside three representatives from our partners Waikato-Tainui. The Forum ensures the strategic goals set by the partner councils are being achieved. Councils hold 50:50 equal voting rights on operational and governance matters, while Waikato-Tainui holds voting rights specifically for Board appointments.

Our council relationships are important, but from 1 July 2026, councils will no longer decide funding for individual projects or programmes, set annual water budgets, or determine what people pay for water services. These decisions will be made by IAWAI. 
 
IAWAI works closely with our councils where our services intersect, such as across the management of stormwater and urban planning, and where our maintenance and project works are alongside similar works for transport, parks or other services. 

What is the role of mana whenua?

Waikato Tainui is a key partner for both councils and a key partner for IAWAI. This reflects both a deep commitment to partnership and upholding previous long-standing agreements with our partner councils, as well as our statutory obligations under the Waikato-Tainui Raupatu Claims (River Settlement) Act. As a water services company in the Waikato, at the heart of everything we do is Te Ture Whaimana – the Vision and Strategy for the Waikato River. Waikato-Tainui has three representatives on the nine-member IAWAI – Flowing Waters Forum, alongside three representatives from each council.  It is this Forum which makes Board appointments, and Waikato-Tainui has voting rights for Board appointments only. Waikato-Tainui is not a shareholder and accordingly does not own a share of IAWAI assets.

Why was change needed?

Across New Zealand a combination of increasing infrastructure costs and historic underfunding meant a massive deficit had built up for waters investment. Existing council structures and funding tools meant communities were faced with either very large rates increases or failing infrastructure in the years ahead. Multiple studies showed the most affordable options for ratepayers had some common themes - joint service delivery, amalgamation of resources, identifying economies of scale, and establishing new funding tools to address historic underfunding and support growth. Government introduced new legislation to enable creation of organisations which achieved these goals and our partner councils put forward a delivery plan to achieve these goals through the creation of IAWAI. Government approved our plan in July 2025.

When was this change decided?

Reform of the water sector has been a topic for successive governments and councils for many years. At a council level, some form of joint waters operations or a joint company has been considered and a lot of work was done to look at a joint council-controlled organisation between Hamilton, Waipa and Waikato Councils as far back as 2014/15.

In 2017/18 a National government undertook a national water services review following an enquiry into a Havelock North drinking water issue in 2016. The subsequent Labour-led government’s Three Waters Reforms from 2021 established various structural reforms, some of which were then superseded by a new reform plan under a National-led government (Local Water Done Well) in 2024.

The establishment of IAWAI was done in response to, and aligns with, the current legislative requirements set by Government.

Following public consultation, the IAWAI partner councils agreed on the shareholding structures in 2025, establishing the CCO, and formally transferred applicable assets in March 2026 ahead of IAWAI taking full responsibility for operations from 1 July 2026.

Will I get to have a say about IAWAI’s plans?

Yes! We want your views on your water services, what’s important to you, and what’s the best option to pay for the work we need to do. Early in 2026 we consulted on our first Water Services Strategy. We received 125 submissions, which helped inform decisions about where and when we invest, how we structure fees and charges, and how we support growth. It’s very much a first-year plan – every time we review our strategy we look at the long-term impacts of bigger changes and we want our community to be part of those decisions. Watch out for our campaign later this year to find out about our proposals and give us your views.

What is the background to the name IAWAI – Flowing Waters Ltd?

IAWAI is all about the flow of water and having the river (awa) at the heart of what we do. The name IAWAI combines the words river (awa) in the centre, and references flow (ia) and water (wai). It was developed in close collaboration with Waikato-Tainui. 

Customer service and charging

What will happen to my water bills and rates payments?

Drinking water and wastewater charges will be separate to your property rates and there’s some changes being made to charging from 1 July 2026:

If you live in Waikato District, you will have a fixed water charge of $594.02 and a fixed wastewater charge of $1,896.59. You will continue to receive a water meter bill twice yearly. Council will continue to charge for stormwater through your property rates.

If you live in Hamilton City, you will receive a new-look invoice that combines Hamilton City Council rates and IAWAI water charges. Residential water charges include a fixed charge ($28 for water supply and $14 for wastewater) but will mostly be based on your property’s value, regardless of how much or little water you use. The government has given us five years to move away from using property value as the basis for water charges.

IAWAI has reduced the average charge for water services this year from what was proposed in the Hamilton long-term plan. For a $720,000 home, this means a saving of around $91 in the 2026/27 year. The previously proposed Council water rates from 1 July 2026 were $1,205. IAWAI’s projected water charge from 1 July 2026 is $1,114.

You can see example bills for Hamilton City Council and get more information here

For information on water meter charging in Waikato District click here

When will I start receiving separate water service bills?

We’ve already started showing the costs separately but for now you don’t need to do anything differently. Invoices in each council area will continue to be paid in the same way they are now. If property owners pay rates automatically, water charges will be paid automatically too. Instalment 1 of rates notices will be sent out in September. Over time, we will change to a fully separate system, but we will give you plenty of notification.

Why do I have to start paying for water?

Property owners have always paid for water services from their council supplier, whether incorporated into rates or in commercial metering in Hamilton, or residential and commercial meters in Waikato District. Treatment plants and the pipes and pumps to supply homes and businesses cost millions of dollars to maintain every year. What has changed is that those services are now provided by IAWAI as a council-owned organisation, and we are clearly showing the costs and charging them separately to rates.

Will I have to pay more for water services than I have been paying through council rates?

The costs to deliver water services have been rising and are projected to keep rising into the future, but one of the main reasons IAWAI was created was to reduce the impact of these cost increases. In the next three years, average costs for ratepayers are less under IAWAI than those previously proposed by the councils in their plans.

Does this change mean my rates bill will drop?

The costs to provide water and wastewater services have been removed from council rates and are shown separately. While these costs are no longer part of your council rates, future non-waters rates charges will be dependent on the decisions of each council - and are not decisions made by IAWAI.

Why do charges have to increase?

The costs to deliver water services have been rising steadily and our core costs have increased faster than general inflation. Things like concrete pipes, treatment chemicals, contracting machinery and technical equipment for our treatment plants cost more and more.

I receive a rebate for my council rates. Will this also apply to the water services I will be charged for by IAWAI?

The national rates rebate scheme is operated by the Department of Internal Affairs and administered by councils on behalf of DIA.

The rates rebate scheme has been extended to include both rates and water charges to work out how much you might get as a rates rebate.

Your council will continue to administer the rates rebate scheme and will include your IAWAI water charges when calculating your total rates payable.

Any approved rebate will be applied to your council rates account only.

Please refer to the Department of Internal Affairs website for further information about rates rebates and details about how to apply.

Paying your water services bill

Invoices in each council area will continue to be paid in much the same way they are now. If property owners pay rates automatically, water charges will be paid automatically too. Instalment 1 of rates notices will be sent out in September. Over time, we will change to a fully separate system, but we will give you plenty of notification.

Will I be able to set up direct debits or automatic payments, like I do for my rates?

Yes, we are making the change as smooth as possible and reducing the amount of change. Your local Council can assist with setting up payment arrangements.

Water assets and infrastructure

Who will own the pipes and other infrastructure?

Water and wastewater assets previously owned by our shareholding councils have been transferred to IAWAI. The assets remain in public ownership as the two councils are the only two shareholders and together own 100% of the shares in IAWAI.

Water meters

Are water meters going to be introduced?

In June 2026 IAWAI confirmed a project to roll out residential water metering in Hamilton over four years. The project was one of the proposed budget items in the Water Services Strategy consultation earlier this year. Hamilton already has commercial water metering and Waikato District already has residential and commercial metering.

When will metered charges be introduced into Hamilton?

The decision to install meters is separate from the decision to start volumetric charging. A key consideration is to ensure any phasing of charges is equitable for all - so that roll out so those that have meters first are not advantaged or disadvantaged. A pricing pathway will be part of the next IAWAI Water Services Strategy (next year) which will go to public consultation around how variable charges could be introduced as smoothly as possible for residents. There is some time before these decisions are made. The next step in the metering project is a large-scale installation trial late 2026, followed by tender processes and rolling installation likely from 2027.

Renters and landlords

What will happen to water charges for landlords and tenants?

The property owner is directly responsible for any fixed water charges, but charges for volumetric water use (how much you use) can be passed on to renters.

In Hamilton, landlords have been responsible for paying for water services via council rates (unless the property is metered). That hasn’t changed.

In Waikato District, where residential metering is already in place, usage charges can be passed on to tenants.

IAWAI has confirmed a four-year programme to roll out residential water meters in Hamilton. 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. 

It is recommended that people read the Tenancy Services advice on water and wastewater services on their website. 

Developers

Will IAWAI charge development contributions for water, wastewater and stormwater services?

Development contributions related to stormwater will remain with the individual Councils. IAWAI’s Development Contributions Policy is based on the relevant water and wastewater provisions of Hamilton City Council’s and Waikato District Council’s 2025 Development Contributions Policy and will be considered on 1 July 2026 and, if approved, will take effect from that date.

What are the new growth charges?

The combined waters growth charge consists of a Water Supply Growth Charge of $200 per year and a Wastewater Growth Charge of $300 per year for new residential builds consented on or after 1 July 2026.

The combined charge of $500 for a new dwelling and $250 for a new secondary minor dwelling – or ‘granny flat’ – will be applied to the property as an ongoing annual charge for 25 years from the time building is complete.

Proposed waters growth charges for non-residential developments will not be applied this year. 
Waters growth charges for new papakaainga housing will be waived in the first year. 
IAWAI will further engage with relevant stakeholders and consider the above matters before next year’s Water Services Strategy consultation.

Growth charges only apply to new buildings where the consent application is lodged on or after 1 July 2026, or in relation to connections required for consent-exempt buildings on or after 1 July 2026. Where redevelopment occurs the growth charges only apply to the net increase in demand.

Why have some fees changed more than others?

From 1 July 2026 the fees and charges for water services from our shareholder councils will be combined into one single IAWAI fees and charges schedule. This also includes what were water-related targeted rates. 

Drinking water and wastewater fees and charges will be managed by IAWAI. Stormwater charges will stay as part of council rates. 

Where possible, water and wastewater related fees based on hourly rates or for specific connection or consent related activities have been standardised, so Hamilton and Waikato customers are charged the same fees for the same activity or service. This has meant some charges have had a greater percentage increase than others for this adjustment.

What’s happening with Trade Waste charges?

Trade waste quantitative charges (volumetric and contaminant based) have increased by 15%, reflecting significant changes in the operating costs for treatment plants. Overall, the changes are about bringing everything into one clear, consistent system across both council areas.