WaterSure, WaterSure Plus and WaterHelp schemes

We want to help as many customers as possible when it comes to managing their water bill. The WaterSure and WaterSure plus schemes assist customers who are either on a low income or are on a water meter and use lots of water due to factors such as having a large family or having a water-dependent medical condition.

Qualifying for WaterSure Plus

The WaterSure Plus scheme is our social tariff that gives low-income households a discounted rate on their water bill. For customers applying this year 2019-20, the discount is 50%. A low income is considered below £16,105, increasing to £19,201 if you live in a London borough, due to higher living costs. In order to qualify, we will need to do some data checks to verify your income and ensure eligibility.

From April 2020, WaterSure Plus will be renamed WaterHelp. It has the same criteria and benefits, only the name has changed. You don't need to do anything and bills and letters will change to show the new name over the course of the year.

Qualifying for the WaterSure scheme

The WaterSure scheme caps qualifying customers’ water bills to an average price, based on what other customers pay. For this year 2019/20 that’s a total of £398 and if you use less water than the average, you will pay lower than this amount.

To qualify for the scheme, firstly you will need to be on a water meter. Secondly, someone in your household must be in receipt of a qualifying means tested benefit (see list below). And finally, you must either have either a medical condition that requires extra water, or have 3 or more children under the age of 19 living at the property for which you are eligible for child benefit.

  • Child Tax Credit (receiving more than the family element)
  • Housing Benefit
  • Income-based Job seeker's Allowance
  • Income Support
  • Pension Credit
  • Working Tax Credit
  • Universal Credit
  • Be responsible for 3 or more children under 19 (and receiving Child Benefit)
  • Abdominal stoma
  • Crohn's disease
  • Desquamation (flaky skin disease)
  • Eczema, psoriasis or varicose ulceration (weeping skin disease)
  • Incontinence
  • Ulcerative colitis
  • Renal conditions requiring home dialysis (except where the NHS makes a contribution toward water costs)
  • Any other medical conditions that require extra water

Applying for the WaterSure schemes

There are several ways you can apply for either WaterSure Plus or WaterSure schemes including downloading an application form here;

WaterSure application form (0.27MB)

WaterSure Plus application form (0.52MB)

After completing your form, please send it to:

Extra Care Services Thames Water
PO Box 508
SN38 2TX. 

Or alternatively;

  • Call us on 0800 980 8800
  • If your hearing or speech is impaired, you can contact us using the Next Generation Text Service (NGTS).
  • If you’d like to talk through how to apply or need further information about anything, call our Extra Care Services Team on 0800 009 3652 (Lines are open are 9am-5pm Monday to Friday)