We know the recent coronavirus outbreak is having a real impact on families and communities, and for some, paying bills has become a challenge.
If you need support during this difficult time, we’re here to help. We may be able to temporarily reduce or postpone your water bill payments for three months. We're calling this a 'flexible payment period'.
We’re offering flexible payments to all our customers who’ve felt a significant financial impact because of the coronavirus outbreak.
We should be able to support you if:
You were up to date with your payments up to 31 March 2020 (or had missed payments totalling no more than £50)
We’re unable to offer you flexible payments if:
You were already more than £50 behind with your payments as at 31 March 2020 (in this case please take a look at our other financial support schemes instead)
You’ll need to decide if you want to reduce or pause your payments. We’ll then pause any scheduled payments on your account, and it’s up to you if you’d like to pay nothing, or make occasional payments to reduce your normal billing amount, and only pay what you can afford. Either way, the flexible payment period will last three months. After this time, any charges that were reduced or paused will be spread across your following payments over the next 9 months.
So, if you apply for flexible payments, you’ll need to keep in mind your remaining bills will be slightly higher. Make sure you include this in your budget planning so you’re prepared for any increase you may see. You should also consider if the increase in your following payments would be difficult to manage, which may mean a temporary adjustment to your bill is unhelpful in the long run.
If you understand how the flexible payments will work and you meet our eligibility criteria listed above, you can apply using our online form. We’ll check your eligibility as part of the application process.
We’re happy for you to apply for someone else.
You’ll need to have your account number to hand when you apply. This is a 10 or 12 digit number, and you’ll find it on the top of a bill or statement. If you don’t know what your account number is, we can help you find it – send us a message on Facebook or Twitter, or give us a call on 0800 980 8800 from 9am-5pm Monday to Friday. We’re getting a lot of calls at the moment, so thanks for bearing with us if it takes us a while to get through.
We’ll process every eligible application and adjust your bill automatically if you’re successful. Here’s what you need to do to stay up to speed:
Once your flexible payment period is over, we’ll get in contact with you to let you know your payments have been changed, and to confirm your updated billing amount. The easiest and fastest way to keep up-to-date with your billing information is with an online account. You'll be able to see live updates to billing changes, so you won't need to hear from us to see when your payments have been paused, or your flexible payment period has finished.