WaterSure
Our WaterSure scheme helps customers who are on a meter and struggling to pay their bill. It can also help if you're using more water than average due to a large family or medical condition.
The scheme works by capping your bills and will not impact your credit score. We always use the average price based on what other customers pay. In 2025/26, for example, we’d cap your bills at:
- Wastewater and water services: £639
- Water-only services: £337
- Wastewater services: £302
If you already use less, you’ll keep paying less.
Eligibility for WaterSure
To qualify for the scheme, someone in your household must receive a means-tested benefit. You will also need to have a water meter and either:
- A medical condition that requires extra water or
- Three or more children under the age of 19 living at the property making you eligible for child benefits
Means-tested eligible benefits
- Child Tax Credit (receiving more than the family element)
- Housing Benefit
- Income-based Jobseeker's Allowance
- Pension Credit
- Income Support
- Working Tax Credit
- Universal Credit
Eligible medical conditions
- Abdominal stoma
- Crohn's disease / ulcerative colitis
- Desquamation (flaky skin disease)
- Eczema, psoriasis, or varicose ulceration (weeping skin disease)
- Incontinence
- Renal conditions requiring home dialysis (except where the NHS contributes to water costs)
- Any other medical conditions that require extra water
Applying for WaterSure
To apply for WaterSure, please fill in an application form. Before approving your application, we’ll need to check your details. We accept a range of evidence such as prescriptions, labels, and a doctor/hospital letter.
The downloaded form can be edited as a PDF by typing your answers or printed off and filled in.
After filling out your form, it can be emailed to ecs@thameswater.co.uk. Alternatively, you can post the form to the following address:
Extra Care Services
Thames Water
PO Box 508
Swindon
SN38 2TX
Help choosing the right support for you
We can help you choose the right support for you when you complete an income and expenditure form. You can complete the form online at your own pace or over the phone on 0800 009 3652. We're available Monday to Friday 8am to 5pm. If you need help contacting us, we have a range of accessible contact options available.
Please have the following information to hand:
- Income you receive and any debts you have
- Regular bills and any other outgoings
- Your Thames Water account number (you can find this at the top of your bill)
Once your assessment is completed, we’ll be in touch within 20 working days. Any discounts will be applied from the date of application.
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