Help with your water bill
You need to let us know straight away if you're struggling to pay your bill - we may be able to help if you're having problems paying.
Having difficulties paying your bill?
We can offer various payment options to help you pay your bill. We've also established an independent registered charity called the Community Trust to help people in cases of extreme financial hardship.
Community Trust area of our website to see how we can help you.
Alternatively, you can contact us online. Select Your account/bill enquiry as the business area and Payment difficulties as the subject and send us your question.
If you're getting certain benefits, such as Income-Based Jobseekers Allowance, Income Support or Pension Credit, it may be possible to arrange for money to be deducted from your benefit and paid directly to us. Please contact the DWP helpline on 0800 5 975 976 for further information - if you contact us directly we may be able to apply on your behalf.
You may also wish to get independent advice from organisations such as:
Citizens Advice Bureau : The service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities.
StepChange Debt Charity : Free, impartial advice and solutions to help you pay bills and clear debt.
Call free on
0800 138 1111 or visit the StepChange website.
Money advice centre : Free unbiased advice on how to manage your money and accounts.
WaterSupport: We've recently launched a new scheme called WaterSupport to help customers who are on lower incomes to pay their water bills. If you're on a low household income and your annual water bill is more than £410 then you may be eligible for help from WaterSupport to reduce the amount you pay. Applying is easy. All you need to do is call us on 0345 1 24 24 24 and ask to speak to the Customer Support team. They'll advise you if WaterSupport is the best tariff for you and if not advise you on other ways to reduce your bill or spread your payments. You'll need to provide details of your household income to see if you're eligible, so make sure this information is close at hand before calling
What happens if you don't pay?
Our aim is to reach an agreement to help make paying your bill easier. We can't reduce the amount you've to pay but we'll try and find a way that suits you and helps you pay your bill within a reasonable length of time. We'll also look at how you can pay your bill in the future.
If you don't pay your bill or keep to a payment arrangement, we'll take the following steps:
We'll contact you, to give you at least seven more days to pay the outstanding amount. If you haven't kept to a payment arrangement, we'll consider another at this point, but we'd need a down payment or an understanding of your income and expenditure.
If you haven't paid or contacted us after the seven days we will consider:
- Changing your credit record which is held by credit reference agencies to reflect late payment.
- Issuing a county court claim and add legal costs to your bill.
- Apply to the county court to ask for a judgement to be entered against you.
- Change your credit record with credit record agencies to show a default, when payment is not made in full.
A judgement could be enforced through the county court. For example, if you're working, we could ask your employer to deduct money from your wages. We may also instruct bailiffs to seize your belongings and sell them at an auction. If you own your own home, we could also ask the court to put a charge against it which would need to be paid before you could sell or remortgage it.
We may also send your debt to a debt collection agency, who'll collect your outstanding balance on our behalf.