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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

Help with financial support options

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)

Call 0800 980 8800

Once your assessment is completed, we’ll be in touch within 10 working days. Any discounts will be applied from the date of application.

Applying for WaterHelp or WaterSure

We’ll help choose the correct support for you when you complete your assessment over the phone.

You can, however, apply for WaterHelp or WaterSure, by filling 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

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

Extra Care Services
Thames Water
PO Box 508
SN38 2TX