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WaterHelp and WaterSure

If you’re finding it hard to pay your bills, we want to do all that we can to help.

We’ve designed our WaterSure bill cap and WaterHelp schemes to lighten the load on households in need of extra support. This includes:

  • low-income households

  • households whose water bill takes up a large proportion of their household income

  • households with large families

  • those who have a water-dependent medical condition

A customer speaking on the telephone

What’s WaterHelp?

We may be able to discount your bill through WaterHelp, if either:

  • your total household income is below £17,005, or below £21,749 in London boroughs
  • your water bill is more than 5% of your net income, taking into account the number of occupants

If you qualify, we currently offer a 50% discount on your whole bill. This amount may change in the future.

In order to qualify, we’ll need to check your details and verify your income.

What’s WaterSure bill cap?

If you’re on a water meter but finding it hard to save water because you have a large family or water-dependent medical condition, we may be able to cap your bills through WaterSure.

We always use the average price based on what other customers pay. For this year (2023/24), for example, we’d cap your bills at £456. If you already use less, you’ll keep paying less.

To qualify for the scheme, someone in your household:

  • Must receive a means-tested benefit (see full list below) AND
  • Must have a medical condition that requires extra water OR
  • Three or more children under the age of 19 living at the property making you eligible for child benefits

Discuss your options

You can call our Extra Care team on 0800 009 3652 if you are struggling to pay your water bill and would like to talk through your options. They are available Monday to Friday, 8am to 5pm, and will talk you through your income and payments so please have this information handy.

If you need assistance contacting us, you can contact us securely using British Sign Language (BSL) with the free SignVideo video relay service. Lines are open Monday to Friday, 8am to 8pm and Saturday 8am to 1pm.

You can contact us using Relay UK if your hearing or speech is impaired. If you or someone you know needs a little extra support, we’re here to help with our Priority Service Register.

The best way to ensure you’re getting the right support is to talk to us.

How to apply

To apply for WaterHelp or WaterSure, please fill in an application form.

The downloaded form can be edited as a PDF by typing your answers or printed off and filled in.

After filling out your form, it can be emailed to ecs@thameswater.co.uk. 

Alternatively, you can post the form to the following address:

Extra Care Services
Thames Water
PO Box 508
Swindon
SN38 2TX