Get financial support
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 in Spring.
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)
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:
If your household is on a low income, or your water bill takes up a large proportion of your household income, you may be eligible to get a discount of your bill.
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.
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.
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.