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
We can make short-term changes to your payments if you find yourself in financial difficulties or we can look at having your payments come directly out of your benefits.
Flexible payment plans
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.
Customers who find themselves in short-term financial difficulty.
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.
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.
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.
If you're in debt with your water bill, the Restart scheme can help you get back on track and can be used alongside other payment schemes.
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.
Customers in significant water debt but are able to cover their annual charges. Restart can be used alongside Assist and WaterSure Plus.
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:
These 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.