I'm struggling to pay my bill
We understand that paying your bills can sometimes be a challenge. We’re here to help make it as manageable as possible for you with a range of options:
We offer a number of payment plans if you’d like to pay more regularly.
Switching to a meter
You may want to consider switching to a meter. You can estimate how much you could save here.
We’re happy to call you back to discuss the options available to you.
If you’re struggling with paying an outstanding amount, we’ll give you individual support and discuss how we can help you on our Debt Helpline on 0800 0830 283 (Minicom 0800 169 9965) Monday to Friday, 8am-8pm or Saturdays 9am-1pm.
There’s more information in our Code of Practice on payment and debt recovery.
How can we help?
Use the FAQ search to quickly find what you are looking for...
How much does a new water connection cost?
We’ll provide you with a quote which will be specific to your connection requirements after we’ve completed a site survey. The quote will be made up of: Connection costs (all work, materials required for us to make connection) Traffic management (depending on the...
How do I apply for a new water supply?
We’ll send you an application form and information pack in the post; we’ll call you back to arrange this. Please complete the details in our Arrange a free call back section on the right. When you’ve completed the form, we’ll contact you within 3 working days of...
Can I separate my shared supply?
Yes, if you would like to separate your supply from a shared supply you can apply for a new connection. We’ll give you a 20% discount (up to a maximum of £250) on our charges for the work that’s required to install and connect our part of the new supply pipes to the...
How can I find an approved plumber?
You can find a list of approved plumbers at WaterSafe or WIAPS.
Can I change my payment plan?
We’ll need to talk to you about your payment plan and the options available. We can arrange a call back to do this. Please complete the details in our Arrange a free call back section on the right.
Can I view a copy of my bill?
Yes, you can view your bill online at MyAccount. If you need a paper copy, we’ll call you back to arrange to send this within the next week. Please complete the details in our Arrange a free call back section on the right.
Why has my payment plan increased?
The main reasons why your payment plan has increased are: You might have higher consumption over the last 12 months There’s an outstanding amount on your bill You may have previously been in credit which has now decreased There may have been a delay in the date of your...
How is my bill calculated?
Your bill is made up of a variable charge and a fixed charge. The fixed charge covers our costs for supplying water and taking away and treating used water. Variable charge If you are on a meterThe variable charge is based on the amount of water you use in cubic metres....