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The WaterSure scheme can help customers who are:

  • On a meter
  • Struggling to pay their bill
  • Using more water than average due to a large family or medical condition

Our WaterSure scheme can help cap your bills. We always use the average price based on what other customers pay. For this year (2024/25), for example, we’d cap your bills at £471. If you already use less, you’ll keep paying less.

Eligibility for WaterSure

To qualify for the scheme, someone in your household must receive a means-tested benefit. You will also need to have a water meter and either:

  • 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

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 

Eligible medical conditions

  • Abdominal stoma
  • Crohn's disease / ulcerative colitis
  • Desquamation (flaky skin disease)
  • Eczema, psoriasis, or varicose ulceration (weeping skin disease)
  • Incontinence
  • Renal conditions requiring home dialysis (except where the NHS contributes to water costs)
  • Any other medical conditions that require extra water

Applying for WaterSure

You can apply for WaterSure by filling in an application form. Before approving your application, we’ll need to check your details. We accept a range of evidence such as prescriptions, labels, and a doctor/hospital letter.

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

Download application form

customer using phone next to draft excluder

Extra support

We have a range of support options to help you choose the right financial support and extra help for you.

Help choosing the right support

If you’re unsure if WaterHelp is the right support for you, we can discuss your options over the phone on 0800 980 8800.

Get extra help

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