Get financial and debt support
With the cost of living rising, we know it can be stressful if your circumstances have changed and you’re struggling to pay your bill. To help as many of our customers as we can, we will provide support for 53,000 additional households in the billing year 2023-24, taking the total helped to 384,000 households.
Our financial and debt support schemes are available to help you pay your bill.
Financial support schemes
If your household is on a low income, or your water bill takes up a large proportion of your household income, you may be able to get a discount.
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.
If you’re falling behind on your bills, Water Direct can help you by combining your yearly bill with any other bill arrears into one weekly payment.
Discuss your options
While we have lots of ways we can support our customers, we first need to assess each customer's financial situation before offering the appropriate support. Our team will work with you to complete an income and expenditure form to make sure we're providing fair and consistent outcomes.
You can call our in-house extra care team on 0800 009 3652 if you are struggling to pay your water bill and would like to talk through your options. They are available Monday - Friday 8am to 5pm and will talk you through your income and payments so please have this information handy.
If you need assistance contacting us, you can contact us securely using British Sign Language (BSL) with the free SignVideo video relay service. Lines are open Monday-Friday 8am-8pm and Saturday 8am-1pm
We may call you from 0800 009 3815 to discuss your account with you if you are unable to pay your bill. If you miss a call from this number, you can use it to call us back directly.
If you are in debt and are struggling to pay your bill, we have a range of debt support services that can help.
Customer Assistance Fund
Our Customer Assistance Fund can help you to clear your debt if you’re struggling to pay previous water bills. If you qualify, we’ll match any money you pay towards your water debt, pound for pound. You’ll need to pay your current water bills, as well as making an affordable payment towards your debt each month.
On the scheme we won't chase you for payment for at least 60 days and will 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. To join the scheme, you’ll need to talk through your financial situation with a debt adviser.
What you think of our service
At Thames Water we care about our customers, which is why we love to hear positive feedback about how our services have helped you.
"You thought about my struggles, gave me a way out and helped me to start from a clean slate. I owe Thames Water big time and for what you have done I want to make sure I keep up with all of my Thames Water bill even after all the help thank you."
"In light of the cost of living crisis, and the daily struggles, Ella was wonderful with a lovely phone manner showing caring and empathy to the loss of my husband. They efficiently sorted out my account and gave me peace of mind at this difficult time. Thank you so much."
"I have been made unemployed, redundant and having struggled for 6 months, I reluctantly, reached out to Thames Water for help and a payment plan. I had a wonderful unexpected experience and empathy/understanding from TW. Thank you."
We use your feedback as part of our customer research to better understand our customers’ needs and what we could do better. This helps us plan improvements to our service and our contribution to communities and the environment.