Customer Assistance Fund

Our customer assistance fund can help if you are struggling to pay your water bill and are behind on previous bills.

We've partnered with Auriga Services, a not-for-profit debt advice provider, to help our customers manage payments for their water bills.

Applying to the Customer Assistance Fund

You'll need to share information about your income and outgoings, so please have this ready before starting your application.

The fastest way to apply is to register and complete an online application on the joint Thames Water / Auriga website.

Apply for the Customer Assistance Fund

If you prefer, you can print off an application form below, fill it out then send it back to us in the post to: Thames Water Customer Assistance Fund, FREEPOST RSAJ-BXEA-LKLT, Sutton Coldfield, B72 1TJ.

Thames Water Customer Assistance Fund application form (0.15MB)

Thames Water Trust Fund

Our shareholders contribute to the Thames Water Trust Fund which is a registered charity and an independent grant making trust. Over £6 million has been donated to date.

The aim of the trust is to help customers of Thames Water who are in difficult circumstances and who cannot afford to pay for essential household items such as a washing machine, cooker, fridge, freezer, bed, an essential household bill or other costs.

We also give grants to local organisations that are able to offer long-term support to customers of Thames Water who are in hardship by providing debt and money advice services.

Applying to the Trust Fund

Please use the same form as the Customer Assistance Fund above making sure you also complete section 11 Further Assistance.

Help for organisations

If you are an organisation in our region providing money or debt advice you can find out more about funding and our grants programme

Contact us

Email us

Please email the trust using contact@twcaf.org.uk

Call us

You can call the trust on 0800 111 4680. Lines are open from 9am to 5pm, Monday to Friday, and closed at weekends and on bank holidays.


If you don’t qualify

There are lots of other ways to save money on your water bills or get help from Thames Water. This document explains some of the options.

Also in this section

WaterSure Plus scheme WaterSure scheme Water Direct scheme