If you’re finding it difficult to pay your bills, we want to do everything we can to help.
We’ve designed our WaterSure Plus and WaterSure and schemes to lighten the load on low-income households, households with large families and individuals who have a water-dependent medical condition, and make it easier for you to pay.
What’s WaterSure Plus?
If you live in a low-income household, we may be able to discount your bill through WaterSure Plus.If you qualify, we currently offer a 50% discount on your whole bill, although this amount may change in the future.
We consider households earning below £16,105, or below £19,201 in London boroughs, to be on a low income. In order to qualify, we’ll need to check your details and verify your income. You can find out more information on how we look at your income on the back of the application form.
After April 2020, WaterSure Plus will be called WaterHelp. It still has the same criteria and benefits – only the name has changed. If you’re already on the scheme, you don't need to do anything. Your bills and letters will change to show the new name over the course of the year.
If you’re on a water meter but finding it hard to save water because you have a large family or water-dependent medical condition, we may be able to cap your bills through WaterSure.
We always use the average price based on what other customers pay. For this year (2020/21), for example, we’d cap your bills at £395. If you already use less, you’ll keep paying less.
To qualify for the scheme, someone in your household:
- must receive a means tested benefit (see full list below)
- must have a medical condition that requires extra water OR three or more children under the age of 19 living at the property who make you eligible for child benefits
Qualifying benefits for WaterSure
- Child Tax Credit (receiving more than the family element)
- Housing Benefit
- Income-based Job seeker's Allowance
- Income Support
- Pension Credit
- Working Tax Credit
- Universal Credit
- Be responsible for 3 or more children under 19 (and receiving Child Benefit)
Qualifying medical conditions for WaterSure
- Abdominal stoma
- Crohn's disease
- Desquamation (flaky skin disease)
- Eczema, psoriasis or varicose ulceration (weeping skin disease)
- Ulcerative colitis
- Renal conditions requiring home dialysis (except where the NHS makes a contribution toward water costs)
- Any other medical conditions that require extra water
How do I apply?
Please download and fill out the relevant application form:
After completing your form, please send it to:
Extra Care Services Thames Water, PO Box 508, Swindon, SN38 2TX
You can also scan or photograph the completed form and email to us at ECS@Thameswater.co.uk
If you'd prefer us to send you a form, call us on 0800 980 8800. We’re open 8am-8pm Monday to Friday, 8am-6pm Saturdays and closed Sundays and bank holidays.
If your hearing or speech is impaired, please contact us using the Next Generation Text Service (NGTS).
If you’d like to talk through how to apply, need more information or want to chat about your individual circumstances, please call our Extra Care Services line on 0800 009 3652 from 9am-5pm, Monday to Friday.