Would you prefer to speak to us about the support we offer?
Sometimes it’s just easier to talk to someone, and our friendly team are here to help. You can call us on 0344 346 1010, and we’re available 8am-6pm Monday to Friday, and 9am-1pm on Saturdays.
How to get help
We need some details from you to be able to identify the right kind of support. You can start the process by completing an online application.
If you prefer to go through this process with some help, you can do this by calling [insert number], or message us on WhatsApp, Facebook or webchat. [insert links]
What happens when you contact us?
Our friendly team is trained in finding the best way to help customers. When you get in touch, we’ll help you find the right support for your circumstances.
What kind of support do we offer?
When you’ve told us about your circumstances, we can work out what tariff would be most suitable for you.
Applying for a meter
If you don’t have a water meter, this could help you reduce your bills. If you live alone or with one other person, you’re likely to save money. With the lowest bill guarantee, if you don’t save money on your bills anytime in the first two years, you can switch back anytime and we’ll refund the difference.
Note: If you do have a water meter, check for leaks regularly. Leaks will add to your water bill.
Our Tariffs
- The WaterCare tariff is for customers on low incomes who are either on a water meter or assessed charges. The tariff reduces water bills by between 15-85%.
- The WaterSure tariff is for customers who receive certain means-tested benefits who need to use a lot of water, either due to having a large family or a relevant medical condition. The tariff caps your annual water bill, no matter how much water you use.
If apply for our tariffs please visit:
Managing your payments
- Set up weekly, fortnightly or monthly payments to make it easier to manage bill payments.
- Choose a payment method that works for you – Direct Debt, standing order, or over the counter.
- Set up MyAccount to help manage payments, track water usage, check payment history and more.
- Use the WaterDirect scheme to have your water bill paid directly from your benefits, so you never miss a payment.
Clearing your debt
- If you’re new to debt and have had a life-changing event such as bereavement or unemployment, FreshStart gives you some breathing space. We can either clear your debt or allow more time to pay.
- The ReStart scheme helps customers to clear debt. We agree a regular payment schedule and clear extra debt to match your payments. We cancel up to £2.50 for every £1 you pay until the debt is cleared.
Help with debt
Benefits you might be entitled to
Lots of people miss out on extra support by not claiming their full benefit entitlement. You can use an online benefits entitlement calculator such as Better Off to work out if you’re missing out on any payments.
Further questions
Please visit our frequently asked questions page
