Get financial support
While interest rates are reducing, we know there is still a cost-of-living crisis. We understand it can be stressful to balance your household budget. That's why we take extra care in helping customers find the correct support for them. In 2024, we've helped 60,000 customers sign up for financial support. This takes our total customers helped to 450,000.
Help choosing the right support
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. Take a look at our step-by-step guide if you need help filling in your form.
Alternatively, you can discuss your options over the phone on 0800 980 8800. If you need help contacting us, we have a range of contact support 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 the assessment is completed, we’ll be in touch within 20 working days. Any discounts will be applied from the date of application.
Financial support schemes
After completing the assessment, we'll recommend either financial or debt support. Our help paying your bill code of practice document outlines the support we offer. It also includes information on understanding your bill and unpaid charges.
You can also view our range of financial support schemes:
WaterHelp
WaterHelp can help if your water bill is a large proportion of your household income. This may be due to having a high water bill as you have a large family, or that you're on a low income.
WaterSure - bill cap
If you're on a 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.
Water Direct
Water Direct can help if you're falling behind on yours bill by combining your yearly bill with any other bill arrears into one weekly payment.
Customer Assistance Fund
We can help you to clear your debt if you’re struggling to pay previous water bills. We’ll match any money you pay towards your water debt.
Affordable payment plan
After you've completed your assessment, we'll work with you to find the best support. Your assessment may show you're unable to make a monthly payment to cover your bill. If this happens, we'll recommend setting up a temporary, affordable payment plan. This can be set up alongside financial support schemes.
The plan is designed to ease your financial pressure and can help:
- Avoid debt collection – Your account won’t be passed to a debt collection agency
- Protect your credit rating – Making partial payments is better than making no payments
- Reduce future arrears – You may be able to improve your financial situation
- Potential for future support – You may become eligible for additional support later on
As part of the plan, you'll be placed on an underfunded payment arrangement. This is because you won't be paying the full amount of your charges. We'll need to notify credit reference agencies of this. This may affect your credit score. To minimise the impact, we recommend increasing your payments as soon as you're able. Please note, you will still be required to pay your full balance off overtime.
How you could save on your bill
We have a range of ways you can save on your bill from a water meter, saving water and spreading the cost.
Save on a meter
You could save money on your bill by switching to a water meter. See if you could save on a meter by using the CCW water meter calculator.
Help save water
Check how much water you use and help save water with our water saving tips. Metered customers could save on their bill by being more water efficient.
Spread the cost
You can spread the cost of your bill by paying in regular instalments. Log in to your online account to set up regular instalments.