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WaterSure

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

To apply for WaterSure, please fill 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 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

Download application form

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Help choosing the right support for you

We can help you choose the right support for you when you complete an income and expenditure form. You can complete the form online at your own pace or over the phone on 0800 009 3652. We're available Monday to Friday 8am to 5pm. If you need help contacting us, we have a range of accessible contact options available.

Please have the following information to hand:

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

Tailoring our service to our customers

We want our services to be as accessible and supportive to our customers as possible.

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Website accessibility

We’re committed to delivering a website that’s easy to use and accessible for everyone. View what you can do on our website.

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Get extra help

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