Get help paying

If you’re struggling to pay your bills and you’re not sure what to do, please let us know.

We may be able to help you reduce the costs of your bills before you fall too far behind, which will help to protect your credit rating for the future. This could include switching you to a meter, offering you a discounted tariff or signing you up to one of our other special schemes. Why not:

You can split the cost of your bill into more manageable instalments by:

WaterSure Plus*

If your household is on a low income, you may be able to get a 50% discount on your bills. Find out if you qualify now.


If you're on a water meter and use a larger amount of water because you have a big family or a water-dependent medical condition, we may be able to cap your bills. Find out if you qualify now.

After 1 April 2020, WaterSure Plus will be known as WaterHelp. The criteria and benefits are unchanged. You’ll see the new name appearing on bills and letters during 2020. You don’t need to take any action.

Customer Assistance Fund

If your current financial position means you’re falling behind on bills, we could help. We've partnered with Auriga Services, a not-for-profit debt advice provider, to offer grants to those who have outstanding bills from previous years. Apply today.

Thames Water Trust Fund

If your household has a low income, you may qualify for our trust fund. Our shareholders contribute to offer you free appliances and grants as well as financial support for debt advice agencies. Apply today.

For free advice to help you manage your finances, these organisations offer confidential support:

Citizens Advice  for general money, legal and consumer support

Stepchange for debt advice and money management support

Turn2Us for information on welfare benefits and charitable grants

Christians Against Poverty for debt counselling including support with bankruptcy or insolvency

Money Advice Service for debt advice and tools for managing budgets

If you’re falling behind on your bills, our joint scheme Water Direct may be able to help.

Designed in partnership with the Department for Work and Pensions (DWP), it allows you to combine your bill with any other bill arrears into one weekly payment, which goes straight from your benefits. 

Find out if you’re eligible for Water Direct now.

We want to make sure you’re aware of other free services you may be eligible for. And just like the help we offer you paying your bills, our priority services register is there for you when you need it most.

If you sign up and share your individual needs with us, we can tailor our services to you and prioritise how we support you during an emergency.

Find out if you’re eligible for priority services now.

Talk to us if your bills are overdue or you’re not sure what help best suits your circumstances. If you need to speak to someone call us on 0800 980 8800 (Lines are open 8am to 8pm, Monday to Friday and 8 am to 6pm on Saturday. Our lines are closed on Sunday and bank holidays.)

If your hearing or speech is impaired, please contact us using the Next Generation Text Service (NGTS)