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.

Help when it’s needed

Our commitment to eradicating water poverty remains unwavering. One of the ways we can help is by offering you a water meter, so you only pay for the water you use. It also puts you in control of your water use so you can take steps to reduce your bill.

We’re so confident that you’ll save money on a meter, you’ll automatically be given our Lowest Bill Guarantee. If you don’t save money in the first two years after your meter is installed, we’ll refund the difference between your metered and unmetered bill, and you can switch back at any time, You can apply for a water meter online.

If you’re currently applying for any means-tested benefits, please let us know and we can put your account on hold until your application is complete. For any other help with paying your bill, please see our options below, or call us on 0344 346 1010.

Help with debt

I got into debt and want to pay it back, but it’s too much

If you’re feeling overwhelmed and can’t pay the money you owe us, don’t worry. We can help you clear your water debt with our payment matching scheme - ReStart. Each week, you make an agreed payment. In turn, we’ll write off a percentage of your debt until it’s completely cleared.

I’m struggling with all my debt – not just water

WaterDirect is run together with the Department for Work and Pensions (DWP). It’s a simple way to take better control of your money. The scheme allows you to pay off your debt directly from your benefit payments.

Apply for help here

If you’re worried about paying your bill, you’re not alone. Just fill out our form and we'll be in contact to see how we can help you.

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Not sure how to proceed?

That’s why we have WaterCare+, chat to one of our friendly experts, either on the phone or face-to-face, to talk through your options. They’ll make sure you’re getting the best support, when and where you need it most.

As part of this they’ll:

  • Check you’re getting all the benefits available to you
  • Make sure you’re on the lowest possible tariff for your situation
  • An expert can visit you at home and suggest simple ways you can reduce your water and energy use.

Sounds like the kind of help you need? Just call 0344 346 1010 and ask to speak to a member our Affordability and Vulnerability Team.

How can we help you save money on your water bill?

Let's find out with 5 simple questions

Are you on a water meter?

How many people live in your house?

What is the total income of everyone living in your house?

This should be your take-home pay and/or any other income such as pensions, benefits and allowances

How much do you spend on your rent or mortgage payments?

This should be the difference you have to pay on top of any benefit(s) you receive

How much is your water bill?

This should be amount billed, not the instalment repayment amount

Removal of the £50 Government contribution

The £50 Government contribution was introduced in 2013, in recognition of the unique circumstances faced by our region, where 3% of the nation’s population were supporting one third of the country’s coastline.  

The £50 annual contribution has been an important step to ensure bills remain manageable for our household customers who have helped to fund this essential coastal protection for the entire country. The contribution has directly benefited customers.

We have driven efficiencies with bills lower today in real terms than they were 10 years ago. We have also delivered £100m of support to customers in this regulatory period who require help with their bills, and we are on track to eradicate water poverty.

Looking ahead to the 2025-2030 period, we plan to invest a further £2.8bn in the region and to increase our package of financial support to over £200m. We are doubling down on our commitment to eradicate water poverty by 2030, one of only a handful of water companies doing so.  

Removing the £50 contribution across the South West is one of several tough decisions this Government has had to make.

The removal of the annual contribution is due to be effective from 1st April 2025 and we will be working with our customers to help them understand what it means for them, and how we can help.

What does it mean for you?

Following this announcement, we would like to reassure you that there are no changes to your bill today.  Any changes to your bill will take affect from 1st April 2025.

In parallel, we are also working with Ofwat on our investment plans for 2025-2030 and agreeing how much we will charge customers over that period.

The timeline below shows the key dates over the coming months that will affect customer bills.

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6th November 2024

Government contribution

The Government announces the removal of the £50 annual contribution to South West Water household customer bills.

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19th December 2024

Ofwat decision

Ofwat decision on South West Water’s business plan for 2025-2030. This will confirm the plans for investment and what customers will pay on their bills.

Please note than Ofwat's decision may be delayed until January 2025.

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1st February 2025

Publication of charges

South West Water will publish the charges customers will be paying for their 2025-2026 bills.

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17th February to 31st March 2025

Unmetered customer bills

Bills will be sent to all customers who do not have a water meter. This will reflect the removal of the £50 contribution, and the new charges for 2025-2026.

If you would like to set up or update a payment plan, you can do this through MyAccount or call us on 0344 346 1010.

.Please contact us for help if you're struggling to pay your bill.

Register for MyAccount
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17th February to end of August 2025

Metered customer bills

Customers who have a water meter will receive their first bill, this will reflect the removal of the £50 contribution and the new charges for 2025-2026.

If you would like to set up or update a payment plan, you can do this through MyAccount or call us on 0344 346 1010.

Please contact us for help if you're struggling to pay your bill.

Register for MyAccount

Removal of the £50 Government contribution FAQs