WaterSure scheme

If you are on a water meter and still use lots of water because you have a large family or a water dependent medical condition, WaterSure may be able to help reduce your bills.

If you qualify we will cap your water bills to the average other customers pay. For the year from 1st April 2019 that’s a total of £398 (made up of £210 water and £188 for waste). The amount changes slightly each year as bills change.

If the amount you of water you costs less than the maximum you will only pay for what you use, so the bill could be lower than £398.

All water companies provide the WaterSure scheme. If you are billed by another company you should apply to them in the first instance.

There’s more information about the scheme in this booklet

Find out more about the WaterSure scheme (0.54MB)

Do I qualify?

Firstly, you must be on a water meter to apply.

Secondly, someone in your household must be in receipt of certain benefits or tax credits, or have a qualifying medical condition.

  • Child Tax Credit (you must receive more than the family element)
  • Housing Benefit
  • Income-based Jobseeker's Allowance
  • Income Support
  • Pension Credit
  • Working Tax Credit
  • Universal Credit

Finally, someone permanently living in your household either needs to

  • be responsible for 3 or more children under 19 (and receiving Child Benefit for them)
  • Abdominal stoma
  • Crohn's disease
  • Desquamation (flaky skin disease)
  • Eczema, psoriasis or varicose ulceration (weeping skin disease)
  • Incontinence
  • Ulcerative colitis
  • Renal failure requiring home dialysis (except where NHS makes a contribution toward water costs)
  • Any other medical condition requiring the use of extra water

Think you qualify?

If you think you qualify there are options for you to apply. Please note that we will also ask you to supply evidence such as copies of benefit statements or medical reports, in order to ensure you qualify.

Print your own application form

Download, print and complete the form below. If you wish you can save paper by just printing pages 4 to 7.

WaterSure application form (0.27MB)

Then send it back to us in the post with copies of your evidence to:

WaterSure Team, Thames Water, PO Box 508, Swindon, SN38 2TX

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.

In the subject line add: ‘Please send me a WaterSure application form’.

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 a few weeks. If you supply a mobile phone number or email we’ll try to use this to speed things up.

If you don’t qualify

There are lots of other ways to save money on your water bills. This document explains some of the options.

How to get help paying your bill (0.22MB)

Also in this section

WaterSure Plus scheme Customer Assistance Fund Water Direct scheme