Customer Assistance Fund

Our Customer Assistance Fund can help if you're behind paying your water bill and owe at least £120.

Payments and eligibility

We'll work with you to agree on an affordable monthly payment. This will be based on your income and outgoings and the plan will stay in place for two years. The payment will cover your current charges as well as paying towards the debt.

To qualify for the scheme, you must meet our eligibility criteria. 

What happens during and after

We’ll match the part of your payment that goes towards your debt with a lump sum every six months. This will help reduce your debt further. 

If you miss a payment, we'll work to get you back on track. We'll need to remove you from the scheme if you miss or are late with more than three payments. You would also be removed if the account holder is declared bankrupt or insolvent.

We'll clear any remaining water debt for you at the end of the two years if you've kept making the payments. 

How to apply

You can apply for the Customer Assistance Fund by calling us on 0800 009 3652. We're available Monday to Friday 8am to 5pm. When you call, please have the following information available:

• Your Thames Water account number (this is at the top of your bill)
• Income you receive - salary and any benefits
• Regular bills and any other payments 
• Any debts you have

We have a range of financial support options available so we'll work with you on which is the best fit.

Extra support

We have a range of support options to help you contact us and get the help you need.