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Get financial 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.

Choosing the correct financial support for you

With a range of support available, we can help choose the correct support for you.

You can talk to us over the phone Monday to Friday 8am – 5pm on 0800 980 8800. If you need help contacting us, we have a range of contact support options available. An online assessment will be available later in the year. 

Please have the following information to hand:

  • Income you receive
  • Any debts you have
  • Regular bills
  • Other outgoings 
  • Your Thames Water account number (you can find this at the top of your bill)

Call 0800 980 8800

person on the phone

Once the assessment is completed, we’ll be in touch within 10 working days. Any discounts will be applied from the date of application.

Financial support schemes

After completing the assessment, we'll recommend the right support schemes from the following:


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 due to a large family, or that you're on a low income. 

View WaterHelp

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.

View WaterSure

Water Direct

Water Direct can help of you're falling behind on yours bill by combining your yearly bill with any other bill arrears into one weekly payment.

View Water Direct

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.

View Customer Assistance Fund 

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.

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"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."

Klaus, London

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"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."

Mary, London

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"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."

Michelle, London

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. 

Debt support and saving on your bill

If you are in debt and are struggling to pay your bill, our Breathing Space service could help. We have also have a range of organisations that can provide debt advice.

We also 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 meterSee 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 there bill by being more water efficient.

Spread the cost

You can spread the cost of your bill by paying in regular instalments. Log into your online account to set up regular instalments.