Other support available
We offer a range of support to help you with your bill. Payment plans spread the cost of your bill. ReStart is a payment matching scheme to help you get out of debt. You can pay your bill directly from your benefits. If you are new to debt or are dealing with an extraordinary life event, our FreshStart Fund may be able to help you. We also offer a holistic service to help maximise your income and reduce your bills.
Alongside the support we provide to help you with your bill, there’s lots of independent organisations who offer free expert advice to help you with your money worries.
Want to speak to one of our people about the support available?
- Speak to us online, through our web chat
- Contact us to arrange a visit from one of our WaterCare advisors
- Call us on 0344 346 1010. We’re open 8am – 6pm Monday to Fridays and 9am – 1pm Saturdays.
Flexible payment plans
We can offer a range of flexible payment plans to suit your individual circumstances, a payment plan can help spread the cost of your bill. You can have a weekly, fortnightly or monthly plan, which can be paid through different methods to meet your needs.
If you have water debt that you can’t repay but you can afford your ongoing water bills, Restart might help you.
You clear your water debt by paying ongoing charges only, in phases of 13 weeks. South West Water will then write off a percentage of your arrears.
Phase 1 – For every £1 you pay, we will write off £1 of the debt
Phase 2 – For every £1 you pay, we will write off £1.50 of the debt
Phase 3 – For every £1 you pay, we will write off £2 of the debt
Phase 4+ – For every £1 you pay, we will write off £2.50 of the debt
Phases will continue until the debt has been cleared.
You need to adhere your payment plan and contact us immediately if you are struggling to keep to your plan.
The WaterDirect Scheme is run together with the Department for Work and Pensions (DWP). The Scheme is designed to help you if your water charges are in arrears and you receive one of the following income-related benefits:
- Income-based Jobseeker’s Allowance
- Income-related Employment and Support Allowance
- Income Support
- Pension Credit
- Universal Credit
If your account is at least £50 in arrears, the scheme allows you to pay a fixed amount towards your charges directly from your benefit. Like many other customers, this may help you with budgeting and managing your water bills.
The FreshStart fund is available to assist you if you’re looking for help with water debt because you’re new to debt or are dealing with an extraordinary life event and would benefit from immediate clearance of your water debt or short-term help with bills.
This fund will give you the time and financial assistance to help you adjust to these new circumstances – for example, if you’re left with debt following the death of a partner, unemployment, relationship breakdown or illness.
We fund FreshStart, which is administered by Plymouth Citizens Advice Bureau. They’ll be able to offer help and advice to suit your personal circumstances and your water debt.
WaterCare+ is a scheme to help you if you’re struggling to pay your bill by:
- Checking you’re getting all the benefits you’re entitled to
- Making sure you’re on the right tariff for the lowest possible water bill
- Carrying out a home water and energy audit and suggesting simple ways to reduce your water and energy use
- Fixing dripping taps or leaking cisterns and installing simple water-saving devices
Other free independent money advice Services
Worried about debt? If you’re struggling with debt there are lots of free advice services available across the UK, that can help you such as:
Are you getting the help you are entitled to?
Working out what help and support you are entitled to can be complicated. Use the handy guides below to make sure you are getting the most out of your money.
Benefit entitlement calculators
The money advice and pensions service
There is lots of free advice, guides and tools to help you manage your finances. Here are just a few that you might useful:
Budget Planner Calculators
Can help you take control of your household spending
Money health check tools
Give yourself a money health check to get a picture of your finances and an personal action plan.