Help paying your bill

If you're having difficulty paying your bill, the sooner you tell us the better. We can't cancel it, but we may be able to suggest alternative ways of paying it. For example, we may be able to agree fixed weekly, fortnightly or monthly payments to provide a more affordable way to clear your outstanding balance. Or you may be eligible for one of our discount schemes if you meet certain criteria.

Below are details of our WaterSure Tariff,  WaterDirect, and our new Water Support. All our schemes are designed to help us support those customers who are having difficulty paying their bill.

If you require further advice you may also like to seek this from other sources, please refer to Debt Advice below for a list of organisations that might be able to help.

You may also wish to find out what means-tested benefits you may be entitled to, including tax credits.  You can do this via CC Water, the Consumer Council for Water's website, where they have a benefits calculator provided by Turn2us.  Turn2us is a national charity that helps people in financial hardship gain access to welfare benefits, charitable grants and support services.  For more information visit http://www.ccwater.org.uk/savewaterandmoney/benefits-calculator/

If you require additional help from us, you may also need help from your gas and electricity suppliers.  Energy companies offer schemes and support similar to ours, please contact your gas and electricity suppliers for more information on how they may be able to help.


You water bill could be reduced if you qualify for our WaterSure Tariff.  This tariff only applies if your property has a water meter and:

  • someone who lives there is on specified benefits or tax credits, and
  • you have three or more dependent children under 19 living with you, or
  • you or another person living with you suffers from a qualifying medical condition which causes them to use significantly more water

Under this scheme, customers who could face severe hardship as a result of paying their bills based on a water meter will have their bill capped as if it was an average household bill. They will then pay whichever bill is lower - the one based on actual usage, or the average household bill.

To find out more, call our Customer Services team on 01737 772000 or download our Fact Sheet by clicking on the link below. To apply for your household to be put on this Tariff, download, complete and return the application form.

If you require additional help from us, you may also need help from your gas and electricity suppliers. Energy companies offer schemes and support similar to ours, please contact your gas and electricity suppliers for more information on how they may be able to help.

Downloads

 

If you are on certain benefits, we may even be able to arrange to have your water payments deducted from your benefits at source so you never have to remember to pay a bill. This arrangement is called WaterDirect. For more information, please see Our Code of Practice on Debt for Domestic Customers (pdf).

Whatever your circumstances, don't sit and worry - read our Our Code of Practice on Debt for Domestic Customers (pdf) and call us as soon as you can on 01737 772000 (8:30am to 5:00pm, Monday to Friday).

If you require additional help from us, you may also need help from your gas and electricity suppliers. Energy companies offer schemes and support similar to ours, please contact your gas and electricity suppliers for more information on how they may be able to help.

In June 2012, the UK Government issued guidance on how all water and sewerage providers could offer reduced charges to help eligible customers in genuine hardship. The majority of companies began offering this support from April 2015, and the remainder from April 2016.

We successfully trialled our 25 per cent social tariff during 2014. Our 50 per cent Water Support Scheme was launched in April 2015.

Genuine hardship has to be proved and includes, for example:

  • A member of your household you should be in receipt of one or more means tested benefits; or,
  • have a household income of less than £16,105 AND be aged 62 or over, registered disabled or have parental responsibility for a child under the age of five.

To apply for the new scheme year which started on 1st April 2016 please provide your details by clicking the link below and we will arrange for an application form to be sent to you or you can download and print your own.

Alternatively, please contact our Customer Services Team on 01737 772000 and we will send you one.

To cover the cost of this Scheme, and following positive feedback from more than 70 per cent of our customer research, £2 will be added to each annual bill from April 2015 onwards.

If you require additional help from us, you may also need help from your gas and electricity suppliers. Energy companies offer schemes and support similar to ours, please contact your gas and electricity suppliers for more information on how they may be able to help.

Downloads

Advice on debt:

StepChange Debt Charity

StepChange Debt Charity is the UK’s leading provider of free, impartial debt advice and solutions.

If you’re having problems with your bills they can help you budget bills and deal with debt.

  • Take the 60-second debt check to see if you need debt help and get clear advice on your next steps advice
  • Or call 0800 138 1111 (Mon-Fri 8am to 8pm, Sat 8am to 4pm) to speak to an advisor

Visit the StepChange Debt Charity website for more information about their service and solutions.

60-second debt check – http://www.stepchange.org/Debttest.aspx

StepChange Debt Charity - http://www.stepchange.org/

Citizens Advice Bureau

To get free, impartial, confidential and independent advice in person visit www.citizensadvice.org.uk to find your local advice bureau or call the helpline on 0345 404 0506.

National Debtline

Free confidential and independent advice.  Call 0808 808 4000.

Legal Services Commission

Legal advice.

Community Money Advice

Debt advice centres.

Money Advice Service

Free, confidential and independent advice.

Christians Against Poverty

Free debt advice.  Call freephone 0800 328 0006.