WaterSure Plus

Our social tariff, WaterSure Plus, is for low income households and aims to help them pay their water bills by giving a meaningful discount.

For the year 2019/20 the discount has been set at 50% of the total bill but may vary in the future dependent on levels of income.

Check if you qualify

To qualify you’ll need to be a Thames Water customer. If you receive your bill from another water company they’ll be able to explain what help they can give and whether you qualify for discount on your waste element, if that’s provided by Thames Water.

You’ll also need to have a gross household income of below £16,105. This amount is increased to £19,201 if you live in a Inner or Outer London borough (to take account of the higher living costs there).

You can also deduct any payments in respect of disability benefits from the total.

If you apply you’ll need to consent to us making data checks to verify your income. We do this to ensure that our scheme is fair to all customers and helps those that need it most.

This is all the money coming into your house for all the people that normally live there.

It includes all salaries, wages, pensions and the value of all benefits and allowances (including Housing, Council Tax and Child benefits).

It’s also before the deduction of any tax, National Insurance, rent, mortgage or other payments.

But you can exclude any payments you receive in respect of disability related benefits from the total. This includes Disability Living Allowance, Personal Independence Payment or Attendance Allowance or the disability element of any other benefits.

How to apply

We are developing an online application but there are other options for you to apply.


Print your own application form

Download, print and complete the form below.

WaterSure Plus application form (0.52MB)

Then send it back to us in the post to: WaterSure Team, Thames Water, PO Box 508, Swindon, SN38 2TX.

If you prefer you can scan or take an picture of the form and email it to ecs@thameswater.co.uk. Please make sure the images are clear and you have included both sides if you have completed the reverse.


Request an application form

Email us

Email your name, address and contact number to customerservices@thameswater.co.uk and we’ll send you an application form in the post.

Please use: ‘Please send me a new WaterSure Plus Application form’ as the subject line.

Call us

Call our dedicated line on 0800 980 8800 and we’ll send you an application form in the post. Lines are open 8am–8pm Monday to Friday, 8am-6pm Saturday and are closed on Sundays and bank holidays.

If you are deaf or hard of hearing, please call our textphone service on 0800 316 9898. Lines are open 24 hours a day. Please note, voice calls or mobile numbers are not accepted via this number.

If you need more help or information, or you’d like to talk through how to apply or whether you might qualify - please call our Extra Care Services Team on 0800 009 3652. Lines are open are 9am-5pm Monday to Friday, closed weekends and bank holidays.


What happens once we receive your application

Whether you qualify or not, we’ll always aim to let you know our decision within two to three weeks. However, we do expect this scheme to be very popular, so please bear with us if it takes a little longer.

If you receive your bill from other water companies

Thames provide waste services for other Water providers around the region. You should enquire to your billing company about their social tariff. Whenever possible we’ll work together to make it easy for you to receive the support for both aspects of your bill.

You can find links to further information here.

Affinity Water

Essex and Suffolk Water

Southern Water

Sutton and East Surrey Water

Also in this section

WaterSure scheme Customer Assistance Fund Water Direct scheme