Payment plans

If you need help paying your bill, there are a range of payment 
plans to choose from.

Get help with paying your bill

If you need help with paying your bill, there are a number of different payment/assistance schemes available that might help you balance your household budget. Our customer service advisers will make sure you receive help that best suits your individual needs. We may be able to help you:

  • Spread the cost of your bills
  • Pay us directly from your benefits
  • Repay debt and get back on track
  • Lower your water bills
  • Save money and water with a meter
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Payment breaks and flexible payment plans

How it can help you

If short-term help is required, we are able to offer flexibility in payments to support short term financial difficulty. Customers can pay less than they need to towards their water bill for an agreed period and catch up on payments later.

Are you eligible?

Available for customers who find themselves in short-term financial difficulty.

How to apply

If you are having difficulties, we would recommend you approach an independent agency such as the CAB or StepChange to receive financial advice. If you need a short-term flexible payment plan to help you through a crisis or whilst you reorganise your finances, they will refer you to our Social Policy team who can help set up a plan.

Water Direct - benefit payments
What is this initiative?

How it can help you

You can have your water bill payments come directly from your benefits. The amount you pay each week is worked out to cover the bill for the year and a small amount towards any debt.

Are you eligible?

Customers in debt with their water bill and in receipt of one of these benefits: income support, income-based job seekers allowance, employment and support allowance, pension credit or universal credit.

How to apply

Visit our Water Direct page and fill out the form, using the button below. Alternatively, you can apply by calling: 0345 600 3600 or email: customer.services@bwbsl.co.uk

This is a suitable solution if:

  • you are in debt with your water bill and receive benefits.

Key features:

  • You don’t have to remember to make payments. 
  • We will take no action to recover your debt while you are on Water Direct. 
  • You can pay any arrears directly from one of the following benefits: 
    • income support 
    • income-based jobseeker's allowance 
    • pension credit
    • universal credit. 

To qualify:

  • you will need to be more than £50 in arrears 
  • you need to have two failed payment arrangements or a debt recovery reminder 
  • you or someone in your household must receive at least one of the following benefits:
    • Income Support 
    • Jobseeker's Allowance 
    • Employment & Support Allowance 
    • Universal Credit 
    • Pension Credit 

To complete this application you will need:

  • your personal details 
  • the details of the person receiving benefits (if not you) 
  • date of birth and National Insurance number of the person receiving benefits 
  • the type of benefit(s) being received.

Please note that fields marked with a red asterisk (*) are mandatory.

Apply for Water Direct online

Debt support scheme - Restart
Debt support scheme - Restart

How it can help you

A two-year payment plan designed to cover your current usage and some of your debt. If all year one payments are met, at the end of the year we reduce the debt by an equivalent amount. In year two, if you continue to pay your current year charges, we will clear your remaining debt, and you will be back on track.

Are you eligible? 

Available to customers in significant water debt who are able to cover their annual charges. Restart can be used alongside Assist and WaterSure Plus.

How to apply

To apply, you need to seek independent debt advice. Visit the Money Advice West website to find out which charity is nearest to you or call them on 0800 138 3422. Alternatively, you can contact the following:

Social Tariffs
Social Tariffs

Social Tariffs consider your ability to pay and look to reduce your bill where possible.

They also consider vulnerable customers or low-income households and look to put a limit on the amount you pay.

Social Tariffs are also available to those on Pension Credits.

Find out about other ways we can help

What is this initiative?

How it can help you

You can have your water bill payments come directly from your benefits. The amount you pay each week is worked out to cover the bill for the year and a small amount towards any debt.

Are you eligible?

Customers in debt with their water bill and in receipt of one of these benefits: income support, income-based job seekers allowance, employment and support allowance, pension credit or universal credit.

How to apply

Visit our Water Direct page and fill out the form, using the button below. Alternatively, you can apply by calling: 0345 600 3600 or email: customer.services@bwbsl.co.uk

This is a suitable solution if:

  • you are in debt with your water bill and receive benefits.

Key features:

  • You don’t have to remember to make payments. 
  • We will take no action to recover your debt while you are on Water Direct. 
  • You can pay any arrears directly from one of the following benefits: 
    • income support 
    • income-based jobseeker's allowance 
    • pension credit
    • universal credit. 

To qualify:

  • you will need to be more than £50 in arrears 
  • you need to have two failed payment arrangements or a debt recovery reminder 
  • you or someone in your household must receive at least one of the following benefits:
    • Income Support 
    • Jobseeker's Allowance 
    • Employment & Support Allowance 
    • Universal Credit 
    • Pension Credit 

To complete this application you will need:

  • your personal details 
  • the details of the person receiving benefits (if not you) 
  • date of birth and National Insurance number of the person receiving benefits 
  • the type of benefit(s) being received.

Please note that fields marked with a red asterisk (*) are mandatory.

Apply for Water Direct online

Debt support scheme - Restart

How it can help you

A two-year payment plan designed to cover your current usage and some of your debt. If all year one payments are met, at the end of the year we reduce the debt by an equivalent amount. In year two, if you continue to pay your current year charges, we will clear your remaining debt, and you will be back on track.

Are you eligible? 

Available to customers in significant water debt who are able to cover their annual charges. Restart can be used alongside Assist and WaterSure Plus.

How to apply

To apply, you need to seek independent debt advice. Visit the Money Advice West website to find out which charity is nearest to you or call them on 0800 138 3422. Alternatively, you can contact the following:

Social Tariffs

Social Tariffs consider your ability to pay and look to reduce your bill where possible.

They also consider vulnerable customers or low-income households and look to put a limit on the amount you pay.

Social Tariffs are also available to those on Pension Credits.

Find out about other ways we can help