Help to pay your bill

If you need help paying your bills, whether in the short-term during the cost of living crisis or longer term, we are here for you.

Customer on the phone

Our support schemes

Reduced bill - Assist

Apply for Assist to receive a reduced bill based on your ability to pay.

Bill cap scheme - WaterSure

We can cap your water bill if you are on a water meter, use a lot of water for reasons you can't control and receive certain income-related benefits.

Debt support scheme - Restart

Apply for Restart if you have significant water debt you can't repay.

Flexible payment plan

If you are having short-term problems paying, we can offer you a flexible payment plan.

Using benefit payments - Water Direct

If you are behind on your water bill and receive benefits, we can take payments directly from your benefits.

Payment breaks

If your circumstances have changed or you need a little more time to pay, a payment break could help.

Discount for low-income pensioners

If you're a pensioner, you could be entitled to a discount on your water and/or sewerage bill.

Reduced bill for care leavers

If you’re a care leaver under the age of 21, you could be entitled to a discount on your water and/or sewerage bill.

Not sure what help you are eligible for?

Use our eligibility checker to find out what tariffs you can apply for.

Check your eligibility

Eileen's story

Our help-to-pay schemes have helped more than 57,000 customers who are struggling to pay their bills or repay their debt.

Eileen is one of the thousands of customers we've helped - listen to her story to find out more about the support available.

Hear Eileen's story on YouTube

Our vulnerability strategy

Read our vulnerability strategy, Every Customer Matters, which outlines our commitment to support those who need extra help.

Developed with customers, organisations, charities, and stakeholders, our strategy describes the work we have done in this area to date as well as our plans to widen support in the future.

Read our strategy
Elderly customer sat in an armchair with a cup of tea

No longer need support?

If you’re currently on one of our schemes and no longer require support, please get in touch.

Contact us

What will happen if you do not pay

We will do our best to support you if you need help paying, but if you fail to pay we will take action to recover any money you owe us.

 

Debt recovery

Independent financial advice

You may need to get free independent advice before you apply to one of our schemes.

Debt and budget advice can help you boost your income, manage your money and deal with debt.

Get advice

Other ways we can help

Pay by Direct Debit

Set up or amend a Direct Debit online – you can pick your payment frequency and date.

Switch to a water meter

You can apply for a water meter online if we supply you with water.

Save with GetWaterFit

Find out how much water you use and start making savings with GetWaterFit.