What if I can’t pay my bill?

You may be eligible for a reduction in charges if you have a low income and you have a water meter at your property.

The reduced charges for the WaterSure scheme are £439 (£186 for water only and £253 for wastewater only) from 1 April 2023 to 31 March 2024.

If your fresh water is supplied by another water company, please contact them directly for assistance.

We can help by putting a limit on your charges for water and wastewater services, as long as you meet the following conditions:

You (or someone in your household) are receiving one of the benefits or tax credits shown below:

• Child Tax Credit (you must receive more than the family element)
• Housing Benefit
• Income-based Jobseeker’s Allowance
• Income Support
• Pension Credit
• Working Tax Credit
• Universal Credit
• Income related Employment & Support Allowance (ESA).

And either:

You (or someone in your household) are responsible for three or more children under 19 in full time education who live with you.

Or you, your child or the person receiving the benefit or tax credit have a specified medical condition requiring the use of more water than normal. The specified medical conditions are:

• Abdominal stoma
• Crohn’s disease
• Desquamation (flaky skin disease)
• Eczema, psoriasis or varicose ulceration (weeping skin disease)
• Incontinence
• Ulcerative colitis
• Renal failure (where they need home dialysis)
• Another condition which means they have to use a lot of extra water.

Complete our online application form and send us the necessary supporting evidence:

• A photocopy of the latest ‘notice of entitlement’ for benefits or tax credit.
• A doctor’s certificate or a letter from a GP or consultant confirming that this condition needs extra water
• A photocopy of a prescription form or doctor’s certificate.
• A photocopy of the latest ‘notice of entitlement’ to Child Benefit for each child.

Complete the Financial Assistance form

 

In order to be considered for any, or a combination of, our assistance schemes and tariffs, you'll need to complete the application form.

Alternatively email us at [email protected] or phone us for free on 0800 027 0363 8am–7pm Monday to Friday and 9am-1pm Saturday.

Your individual circumstances will be assessed confidentially by one of our specialist advisors.

We'll then let you know if you've been accepted onto one of our payment schemes or tariffs.

If you're claiming Income Support, Income-Based Job Seeker's Allowance, Employment Support Allowance Universal Credit or Pension Credit, Jobcentre Plus you may consider paying us directly out of your benefits.

If you have at least £50 arrears, Jobcentre Plus will take a fixed amount from your benefits to cover what you owe in arrears and your current charges.

In order to be considered for any, or a combination of, our assistance schemes and tariffs, you'll need to complete our online application form.

Complete the Financial Assistance form

 

Alternatively, email us at [email protected] or phone us for free on 0800 027 0363. Lines are open from 8am–7pm Monday to Friday and 9am–1pm Saturday.

Your individual circumstances will be assessed confidentially by one of our specialist advisors.

We'll then let you know if you've been accepted onto one of our payment schemes or tariffs.

 

Check your entitlement to benefits

You can also receive an online benefits check on the StepChange Debt Charity website. It will look at your situation and tell you what benefits you're entitled to claim.

NewStart can help you pay off your water bill debt.

You might qualify for NewStart if you:

• currently owe us money and
• haven’t made a payment for a while.

 

How to apply

To apply for this scheme please complete our online form.

You’ll need the following information:

• Your payment reference number
• Details of your income and expenditure
• National Insurance number
• Your name and address
• Preferred method of contact.

The application form takes about 20-30 minutes to complete.

Complete the Financial Assistance form

 

Alternatively, email us at [email protected] or phone us for free on 0800 027 0363. Lines are open from 8am–7pm Monday to Friday and 9am–1pm Saturday.

Our Essentials Tariff is designed to help customers who are struggling to pay their water services charges. It provides a discount of at least 45% on future bills and a low income pensioner discount.

 

If you receive your water supply from us

If you receive your water and wastewater services from us, you’ll qualify for our Essentials tariff if:

• your household income is less than £21,000 (excluding Disability Living Allowance, Attendance Allowance or Personal Independence Payments) and you have savings of less than £16,000
• someone in your household receives pension credits.

If you qualify, we’ll discount the amount we charge you for services – this will be between 45% and 90% depending on your income.

If you qualify through pension credit, we’ll provide a 45% discount.

 

If you receive your water supply from another company

If you qualify for our Essentials tariff but you receive your water supply from another company and your wastewater services from us, we’ll provide you with a 45% discount on your wastewater charges.

You may be able to apply for your water supply company’s financial assistance tariff for a discount on your water bill.

 

How to apply

Complete the Financial Assistance form

Alternatively call our Affordability team on 0800 027 0363.

To help us establish whether you qualify for the tariff, you must provide us with information about your household income, housing costs, and the number of people living in your home.

If you qualify, help with your charges will start from the date you applied for our Essentials tariff. After 12 months we'll contact you to review your circumstances, and to decide whether the Essentials Tariff should continue for a further 12 months.