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Customer Assistance Fund

Our Customer Assistance Fund can help you to clear your water bill debt. You’ll need to pay your current water bill and make an affordable payment towards your debt each month.

How much you'll need to pay a month

If you have at least £120 in water debt, 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.

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 keep to the two-year plan, we will clear any remaining water debt for you with a final payment.

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

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Eligibility for Customer Assistance Fund

To qualify for the scheme, you must meet our eligibility criteria. Someone in your household must also receive a means-tested benefit.

Eligibility criteria

  • Receive a means-tested benefit

  • Have at least £120 outstanding debt on a previous year's bills
  • Be responsible for your own water bill
  • Have an active Thames Water account 
  • Be able to afford your current and future bills
  • Commit to making payments towards your debt over the next two years

Means-tested eligible benefits

  • Child Tax Credit (receiving more than the family element)

  • Housing Benefit

  • Income-based Jobseeker's Allowance

  • Pension Credit

  • Income Support

  • Working Tax Credit

  • Universal Credit

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:

  • Income you receive and any debts you have
  • Regular bills and any other outgoings
  • Your Thames Water account number (this is at the top of your bill)
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.

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Accessible contact options

You can contact us using British Sign Language, Relay UK, and Language Line. 

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Get extra help

Our Priority Services Register can help provide extra support to you or someone you know.