Help paying your bill

It’s important to talk to us if your bills are overdue or you’re not sure what help best suits your circumstances. There are a few ways we can help you reduce the costs of your bills, from switching to a meter to reducing bills for low-income household, people living with medical issues or large families needing extra water.

If you need further help, call us on 0800 980 8800

(Our lines are open from 8am to 8pm Monday to Friday, 8am to 6pm Saturday and closed on Sunday and bank holidays)

Managing your bills

Many of our customers like to spread the costs of their regular bills so we have options to help manage your water bill, including;

  • Setting up a regular Direct Debit
  • Spreading the cost by paying in installments using a payment card
  • Setting up a payment plan
  • Paying your bill in small amounts directly from your benefits 

You can also find details of other options such as paying by post, at a bank or Post Office or by online banking here

Further financial help from our schemes

WaterSure Plus

If your household is on a low income you may qualify for a discount on your bills by applying for our social tariff, find out about qualifying for the Watersure plus scheme today.


This scheme caps the bills for those on a water meter who are using larger amounts of water because of having a larger family or a water dependent medical condition. Find out more about Watersure and whether you would qualify, today.

Customer Assistance Fund

If you're behind on paying your water bill and your current financial position means it's difficult to pay bills, you can apply for a grant to help. We've partnered with Auriga Services, a not-for-profit debt advice provider, to help our customers manage their water bills. Apply today.

Thames Water Trust Fund

Our shareholders contribute to a fund which makes grants to low income customers in emergency need – for example for a cooker or washing machine. It also makes grants to debt advice agencies. More details can be found on the Thames Water Trust Fund website.

Getting independent help and advice

If you need further help with your finances, we highly recommend contacting further organisations that can help you manage your outgoings. Here are some of the options where you can get free and confidential help:

Priority services register

If you have medical or mobility challenges, need information from us in a different format or language, or want to set up a doorstep password, you can register for our priority services. Find out more about how you can join, here.

Saving water and money

Why not consider saving water and money by installing a water meter. We can even offer smart meters which can give you live costs each time you run the tap! Read more about how a water meter can help you save, here. Our free water-saving devices will also help you cut down the amount of water your household uses. Find out more about the freebies we offer here.