Difficulty paying your bill?

Please call us on 0800 072 6765 or complete our struggling to pay form.

If you're having trouble paying your bill, please give us a call on 0800 072 6765. We won't judge and we won't preach - instead you'll get a friendly ear from the team who are specially trained to handle sensitive issues and are dedicated to getting you back on track.

We'll put together a package of support based around your personal circumstances. We've explained more about some of the ways we can help below. We're helping more than 90,000 of our customers in this way so please pick up the phone if you're struggling with your bill.

Please call us on 0800 072 6765. We really do understand that making ends meet can be stressful sometimes so please don’t delay - the sooner you call, the quicker we can help. Alternatively, please complete our struggling to pay form and we’ll call you back.

Payment Break scheme for life's surprises

If you’re struggling with your bill due to losing your job or having to pay out for an unexpected household emergency, our Payment Break scheme can help by delaying your payments for an agreed period of time. Call us on 0800 072 6765 or download our payment break leaflet (PDF 753 KB opens in a new window) for full details.

Helping you become debt free within two years

If you've built up a lot of debt that you're finding hard to pay, our Payment Matching Plus scheme will help. For every £1 you pay, we'll pay £1 too. After six months, we'll increase our contribution to £2. Then, if you continue to make regular payments for two years we'll clear any remaining debt. To talk about this scheme in more detail, please call us on 0800 072 6765

  Get support when you need it most
Ladder

Back on Track (fomerly known as the Support Tariff) (PDF 744 KB opens in a new window) - if you're behind with your water bills and are on benefits, we can get you straight by putting you on a fixed amount, depending on your circumstances.

 Piggy bank Help to pay (PDF 232 KB opens in a new window) -  if you are receiving Pension Credit and struggling to make payments, you can apply to have your bill capped at an affordable amount based on your income and outgoings. This will include us looking at all possible ways of reducing your charges.
Pound signs Payment Matching Plus – if you’ve built up a lot of debt, for every £1 you pay we’ll match it with £1 too. After six months, we'll increase our contribution to £2 for every pound you pay. If you continue to make regular payments for two years, we’ll clear any remaining debt. To talk about this scheme in more detail, please call us on 0800 072 6765.
coins Restart – if you’re in real financial difficulty, you could qualify for a one-off payment from our Trust Fund to help clear your debts and start afresh.
 Waterdrop Water Direct – if you're on benefits, we can make it easier for you to budget for your bills by applying to the Department for Work and Pensions to pay your bill direct from your benefits.
waterdrop Help for customers with a water meter – if you have a water meter and receive benefits, and use a lot of water due to ill health or having a large family, our WaterSure scheme (PDF 1,523 KB opens in a new window) caps your annual bill, regardless of how much water you use.

Applying for Universal Credit? We can help with your water bill

We can delay your water bill payments for up to eight weeks until your first Universal Credit payment arrives. If this applies to you, please give us a call on 0800 072 6765

Are you ready for Universal Credit?

Universal Credit will replace a number of existing benefits and will be phased in across the region over the next few years. Visit the Department for Work and Pensions website for advice on how to prepare for Universal Credit.

FREE independent advice to help tackle your debt

PayPlan, StepChange, National Debtline and Citizens Advice all provide FREE advice to help you tackle all your debt problems, not just water. Why not visit their websites to see how they can help?

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