WaterHelp criteria enhanced to help more customers with their water bills

• From 1 April Thames Water has enhanced its social tariff criteria (WaterHelp) to help more customers impacted by the cost-of-living crisis. 
• Eligible customers can now receive up to a 50% discount on their annual water bill. 
• 383,000 customers received financial support in the year 2023-2024, up from 329,000 in 2022/2023.  

The UK’s largest water company has enhanced its social tariff, WaterHelp, to support those most impacted by the cost-of-living crisis, including, younger and larger families. The enhanced tariff comes into place after a year long trial, where the company worked with the Consumer Council for Water (CCW) to better understand those impacted by the cost-of-living challenge. The enhanced tariff now reflects feedback sought from customers and helps those that need it most.   

WaterHelp tariff  

The enhanced WaterHelp tariff came into place on the 1 April 2024, following a successful pilot. The company now compares a customer's water bills with their income, alongside considering how many people live in their property. This tariff applies for metered and non-metered customers.  

Customers whose bill is more than 5% of their net income and taking into account number of individuals per household, may be eligible for the scheme and could benefit from a reduction of 50% off their annual water bill.  

WaterSure tariff  

The WaterSure tariff will remain in place for customers. A sector wide scheme across England and Wales, eligibility for this tariff includes those customers that are in receipt of a means tested benefit, on a meter, and who have a medical condition and require extra water or those who use more water than average due to a large family.  

Thames Water can also support customers with manageable payment plans and grants for households with deficit budgets who are struggling financially. 

Customers can find out more about their eligibility for both tariffs and support available by visiting the Thames Water website. 

Nina White, Director of Financial Customer Care at Thames Water, said: “We know the cost-of-living is taking its toll on families, which is why we’ve enhanced our WaterHelp tariff to help even more people.  

“The changes will support customers with larger households, and provide grants to families who have bills outstripping the money coming in.  

“The Thames Water Extra Care team is on hand to advise customers of their options and can help them make the best decisions for them regarding their bill. We want customers to know they are not alone, and we are here to help. We’d urge anyone to get in touch and together we can help work out a plan suitable for them.” 

Andy White, Senior Leader for Social Policy at the Consumer Council for Water said: “It’s vital the financial support offered by water companies reaches those who need it most which is why we support Thames Water’s enhanced WaterHelp criteria.  

“We know many low-income customers don’t expect to receive financial help from their water company so it’s really important the company raises awareness of this support and people don’t hesitate to get in touch with Thames Water if they are struggling to pay.”