Billing and payments

We recommend switching to environmentally friendly e-invoicing. You need to set up the e-invoice order in your own online banking service.

Order an e-invoice from your online bank as follows:

1. Take out the bill you have received from us. In your online bank, find the function for ordering new e-invoices.
2. Select Tampereen Vesi Oy as the biller and a water bill as the e-invoice to be ordered.
3. Use both the reference number and the place of usage ID as identification details. The reference number can be found in the bank transfer section of the water bill.
4. Choose whether you want to approve each bill separately or have bills paid automatically on the due date.
5. Check the details and save. The next bill may still arrive on paper, but after that you will receive your e-invoices directly from your online bank.

An e-invoice is an easy and secure way to receive bills. The bill details are visible in your online bank, so all you need to do is review and approve the bill if you have not chosen automatic payment.

Direct payment

If you do not have access to online banking, you can arrange a direct payment agreement with your bank. With direct payment, the bank pays the bill from the customer’s account on the due date. Activation of direct payment must be agreed separately with the bank.

Cancelling an e-invoice or direct payment agreement

Tampereen Vesi cannot cancel an e-invoice order or direct payment on behalf of the customer. The customer must contact their bank directly to terminate the agreement.

Our bank account number has changed. If you use a payment template when paying Tampereen Vesi’s bills, please save Tampereen Vesi’s bank account number FI44 1730 3000 0130 93 (Nordea) in the template. Payments made using an incorrect account number will cause delays in processing, as such payments need to be investigated.

Please also remember to always use the reference number shown on the invoice when making a payment.

Tampereen Vesi Oy’s banking details with Nordea are:

IBAN: FI44 1730 3000 0130 93

BIC: NDEAFIHH

We currently offer the popular email invoice as one of our billing options. You can start receiving email invoices by contacting our customer service at vesi.asiakaspalvelu@tampere.fi.

Please note that email invoices are sent from laskutuspalvelu@ropo.com. If you have not received your invoice, please check your spam folder. Remember to mark this email address as safe and as a primary sender.

A water bill consists of basic charges and usage charges. The water bill includes the following items listed separately:

• basic charges for water and wastewater
• usage charges for water and wastewater

The usage charge is based on the amount of water consumed at the property. The basic charge is a fixed monthly, property-specific fee determined by the size of the property’s water meter. The basic charge covers the costs arising from the use and maintenance of the water supply network.

In addition, the bill may include a fixed monthly rental fee for a meter connected to the building automation system, if the customer has ordered such a device from Tampereen Vesi. The rental fee is determined by the size of the meter.

Customers of Tampereen Vesi Oy typically receive four invoices per year. Three of these are estimated invoices and one is a balancing invoice. Estimated invoices are based on an annual consumption estimate, while the balancing invoice is based on actual consumption.

As the use of remotely readable meters becomes more widespread, our customers’ billing will be based on actual consumption. If the customer has a remotely readable meter, we send four balancing invoices per year.

If a balancing invoice results in a credit, the amount will be applied to future invoices. If you wish, you can request a separate refund through the MyRopo service by providing your bank account number.

We send invoices via email or to the postal address provided by the customer. Please notify our customer service of any changes to your address

Change of ownership

When the ownership of a property changes, a connection and usage agreement is made in writing with the new owner (not the tenant).

Previous owner

Please provide us with your new address for the final invoice, as well as the water meter reading on the date the property changes hands.

You can submit this information using an online form.

New owner

To create the agreement, we need the names and personal identity numbers of all owners, as well as the water meter reading on the date the property changes hands.

You can submit this information using an online form.

Changes of ownership for apartments (row houses and apartment buildings) are not reported to Tampereen Vesi, as our contractual partner is the housing company.

Tenant

To create the agreement, we need a copy of the valid lease agreement and the water meter reading on the start date of the lease.

Companies can submit their details using this tenant online form.

Tenants can submit their details using the tenant online form.

Tampere stormwater billing matters are handled by Monetra Pirkanmaa Oy.

Email: laskutus.pirkanmaa@monetra.fi

Phone: +358 40 146 9931

Information regarding stormwater billing in Pirkkala can be found on the Pirkkala municipality’s website.

Unpaid invoices may result in the interruption of service, meaning water supply disconnection.

Disconnections are carried out on weekdays. After the water has been disconnected, we aim to restore the service as soon as possible once the outstanding invoices have been paid.

The fastest way is to pay open invoices directly through MyRopo. After this, you can contact Ropo’s customer service.

The invoices will immediately be marked as paid in the service. After payment and contact, Ropo’s customer service will notify Tampereen Vesi regarding the reconnection of the water supply.

If you need assistance with payment arrangements, please contact Ropo’s customer service directly.

• After payment arrangements have been made, Ropo will contact Tampereen Vesi regarding reconnection matters.

Prices

Disconnection and reconnection are carried out according to the price list, and a separate invoice will be issued for these services.

Reconnections are performed on weekdays (Monday–Thursday) between 7:00 and 15:30.

On Fridays, reconnections are carried out between 7:00 and 13:30.

A standby surcharge will be charged for reconnections agreed separately with the customer outside regular working hours.

Credit invoices under a valid contract are automatically applied to future invoices. If the contract ends and the final invoice results in a credit, or if a water bill has been paid twice, the refund to the customer’s bank account is handled by Ropo.

To receive a refund, please provide your bank account number via the MyRopo service or to Ropo’s customer service.

Ropo’s advisory services assist with matters related to payments and overdue invoices.

Please also note that the bank account number for payments has changed on the invoices.

For questions regarding invoice content, Tampereen Vesi’s customer service will continue to assist you.

The collection of Tampere Vesi’s invoices was handled by Revire Perintä Oy until November 30, 2024. Previously assigned cases will be completed in cooperation with Revire. For new overdue invoices, our partner is Ropo.

Ropo’s customer service supports our customers in matters related to overdue payments and payment arrangements.

The quickest way to take care of an overdue payment is through the MyRopo service. There you can review the details of your payment reminder and collection notice, pay the outstanding amount, extend the due date, or create a payment plan for an invoice that has been sent to collection. You can also provide your bank account number for refunds of overpayments and authorize another person to act on your behalf. The service is accessed using online banking credentials.

You can receive personal service and payment advice via the MyRopo chat and message center, as well as by phone at 09 4246 1389 (from February 3, 2025). The correct contact details can always be found in the contact information provided on your payment reminder or collection notice.

In MyRopo, you can easily manage all matters related to invoices, payment reminders, and collections at a time that suits you. MyRopo is available 24/7.

You can pay invoices, view open and paid invoices as well as collection letters, extend the due date, or split payments into installments. In addition, you can provide your bank account number for the refund of overpayments or authorize another person to act on your behalf.

Invoices associated with your personal details are displayed on the home view, from which you can easily navigate to the details of any invoice. By opening an invoice, you can see what actions you can take yourself.

The service also includes online customer support, which is available during Ropo’s customer service hours.

Log in to the service on Ropo’s website: https://myropo.fi

Tampereen Vesi sends SMS reminders about overdue invoices to private customers. The reminder is sent to the phone number in our customer records after the due date, giving customers the opportunity to avoid reminder fees. If no action is taken after the SMS reminder, a standard payment reminder will be issued.

If you suspect that your contact details are not up to date, you can notify Tampereen Vesi of any changes at: vesi.asiakaspalvelu@tampere.fi

The sender of the message is TREVesi, in Finnish, and the content of the message is as follows:

“Hei! Oletko huomannut, että vesilaskusi 123456789 on erääntynyt? Maksamalla laskun heti, vältyt muistutuskuluilta. Ystävällisin terveisin Tampereen Vesi.”

Please note: The message never contains links or banking details.

We have introduced electronic payment reminders, which offer several benefits to our customers. If you forget to pay an invoice, you will receive a convenient notification through the same channel in which you received the original invoice. Electronic reminders are available for e-invoices, online invoices, email invoices, and Kivra invoices.

An electronic reminder is a convenient way to ensure that an unpaid invoice does not go unnoticed. The reminder is delivered faster than a paper letter, giving you the opportunity to react immediately to an unpaid invoice. Electronic reminders are also an environmentally friendly option and help reduce errors, as information does not need to be entered manually.

We hope that electronic reminders will make your payments even smoother and easier. If you have any questions regarding overdue payments or payment arrangements, please contact Ropo’s customer service.

Online services

https://myropo.fi

All your invoicing and payment matters in one place, available 24/7.

Chat services

Ropo ChatBot available 24/7

Chat customer service agents:

• Mon–Fri 8:00–18:00 (consumers)
• Mon–Fri 8:00–17:00 (business customers)

Call Ropo

You can always find the correct phone number in the contact details provided on your invoice, payment reminder, or collection letter.

For matters related to invoice content, contracts, billing periods, or invoices that have not yet arrived, please contact Tampereen Vesi’s customer service.

Consumers

Payment advisory: Mon–Fri 8:00–20:00 (invoice-related matters)

Payment monitoring: Mon–Fri 8:00–18:00 (payment reminder and collection matters)

09 4246 1389

Businesses

Payment advisory and monitoring: Mon–Fri 8:00–17:00

09 4246 1389

yritysasiakkaat@ropo.com

Matters related to water invoices and contracts

You can contact our customer service by email or phone.

Email: vesi.asiakaspalvelu@tampere.fi

Our phone service 03 5656 3600 is open:

• Mon–Tue 12:00–14:30
• Wed–Thu 9:00–11:3

The phone service is closed on Fridays.

We also serve customers by appointment at our office on Viinikankatu. Appointments can be booked by email or phone.

Please note: Water supply agreements must be submitted via the electronic form available on the “Instructions and forms” page.

For payment-related matters, our partner Ropo will assist you.

Connection point statements, water and sewer maps, sprinkler agreements

Email: vesi.karttapalvelu@tampere.fi

Phone: Mon–Fri 9:00–11:00 and 12:00–14:00

03 5656 3650

Work orders, property connections

Please note: This number does not provide information on connection point statements.

• Phone 040 513 0842
• Mon–Thu 7:00–15:30, Fri 7:00–13:45