Help paying your bill

Help paying your bill

If you're having difficulty paying your bill, the sooner you tell us the better. We can't cancel the bill, but we may be able to suggest more manageable payment options.

This page provides information on the payment support schemes we offer and advice for customers facing debt.  

Please note, if you require additional help from us, you may also be entitled to more support from your gas and electricity suppliers so contact them to find out more.

Our payment support schemes

WaterSure - a capped tariff

WaterDirect - deducting payments directly from your benefits

Water Support Scheme - a discount of up to 50%

Debt advice

WaterSure

What is it?
A capped tariff for metered customers so you pay whichever bill is lower – the one based on your actual usage, or an average household bill.

Who is eligible?
Only applies if your property has a water meter and:

  • Someone who lives there is on specified benefits or tax credits, and
  • You have three or more dependent children under 19 living with you, or
  • You or another person living with you suffers from a qualifying medical condition which means they use significantly more water 

WaterSure application form


WaterDirect

What is it?
We may be able to arrange for your payments to be deducted directly from your benefits so you never have to remember to pay a bill.

Who is eligible?
Customers on certain benefits.


Water Support Scheme

What is it?
A 50 per cent bill reduction that is funded through adding £2 to other customers’ annual bills.

Who is eligible?
From 1 April 2019 our eligibility criteria changed to align with Thames Water, Southern Water, South East Water and Portsmouth Water. Customers already on the scheme are not affected but the revised criteria means that customers who were not previously eligible, can reapply.

You could be eligible for this scheme if your yearly gross household income is:

  • Less than £16,105 before any deductions, if you do not live in a London borough; or
  • Less than £19,201 before any deductions, if you do live in a London borough

Disablement benefits are not included as income. 



Alternatively you can contact us and we can send you a form in the post.

 

Debt advice

We have listed various organisations that could help you manage your debt:

StepChange Debt charity is the UK’s leading provider of free, impartial debt advice and solutions

Citizens Advice provides free, impartial, confidential and independent advice in person

National Debtline provides free help and advice on dealing with debt

Money Advice Service helps you manage your money better

Christians Against Poverty working to release people from debt, poverty and its causes


Our Code of Practice

Our Code of Practice on debt for domestic customers provides lots of information and about how we can help and advice on the steps you can take.

 
See how we can support you

We understand that sometimes circumstances can change for lots of reasons and we want to support you as best as we can.

If you are struggling to pay your bill, you can get in touch in two ways:

Complete our debt recovery form

Alternatively, if you would prefer to talk to someone you can speak to our dedicated team on 01737 772000

(Monday to Friday 8am to 6pm.)