We know it can be stressful if your circumstances have changed and you’re struggling to pay your bill, or you’re concerned you might struggle in the future.
Don't worry, we're here for you. Here are some of the ways we can help:
Spread the cost of your bill
Find out if you qualify for discounts on bills
If your household is on a low income, you may be able to get a 50% discount on your bills.
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.
Pay weekly straight from your benefits
If you’re falling behind on your bills, our joint scheme Water Direct may be able to help.
The scheme has been 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. This goes straight from your benefits.
Apply for help with your water debt
Pause debt reminders while you get expert help
If you're in debt, you can stop companies chasing you for payments while you get expert advice. You can do this by using a government scheme called Breathing Space.
To set it up, you’ll need to talk through your financial situation with a debt adviser. If they believe it’s right for you, they’ll apply to get you on the scheme and let us know.
Once Breathing Space has been set up:
- We won't chase you for payment for at least 60 days
- We'll work with you and or your debt advisor on a manageable payment plan
- We'll still be in touch about essentials, for example, if we're working in your area
Get independent help and advice
The following organisations offer free, 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
Money Advice Service for debt advice and tools for managing budgets
Our Trust Fund also supports free, confidential money management advice and one-to-one debt counselling for customers who need it most. Find out more on the Trust Fund website.
Discuss your options with someone
If you are struggling to pay your water bill and would like to talk through your options, please call our Extra Care team on 0800 009 3652. Lines are open Monday to Friday, 8am to 5pm. We’ll talk through your income and payments so please have this information handy.
If your hearing or speech is impaired, you can contact us using Relay UK.
Sign up for priority services
We want to make sure you’re aware of other free services you may be eligible for. Just like the help we offer with your bills, our priority services register is there for you when you need it most.
Sign up to let us know if you have ongoing medical or mobility concerns, long-term health conditions or communications needs. By sharing your needs with us, we can tailor our services to you. We can also prioritise how we support you during a water stoppage.
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