Difficulty paying your bill?

COVID-19 (Coronavirus) – A Message to Our Customers

We know that this is a difficult time for everyone and you may be worried about not being able to pay your water bill. We have lots of support available to help any customers who are struggling.

Our struggling to pay form will allow you to access our support in the same way you would by calling us. Where possible we would encourage you to use the form and we will respond as soon as we can. If you're not able to complete the form then please give us a call on 0800 072 6765.

In the meantime you can still update your account, tell us you are moving and set up a direct debit by visiting our online services.

Financial support if your income has been affected by COVID-19

If you receive certain benefits or tax credits and your income has been affected due to COVID-19, then you can apply for a reduction in your water bill for 2020/21. Please read more about the scheme and the eligibility criteria in our application pack before you apply online.

 

Help is only a phone call away

We're here when you need us so please give us a call if you're struggling with your water bill payments.

Friend or family member struggling with their bills?

Do you have a friend or member of the family who is having difficulties paying their water bills? We’ve launched a new helpline so we can provide you with lots of information on the financial support we have available. You can then let them know all the ways we can help and encourage them to get in touch so that we can make their bills more affordable. Please call 0800 107 8862, we’re available 8am - 8pm Monday to Friday and 8am - 4pm on Saturday.

 

Our Debt Charter

Our fair debt collection charter explains in simple terms how we will collect money that is owed to us, what you are expected to do with regards to paying your bill and what to do if you have difficulties with your water bill payments.

What our customers say

Speech Bubble

 "I know it's not the done thing to talk about money and debt on Facebook, but after major changes 7 years ago I have struggled financially. This was more to do with denial and ignoring it due to my depression than anything else, but today I received this from United Utilities. It got to the point that I owed them over £3,000 but after they contacted me, I have now been able to clear the debt with their customer focused debt recovery scheme that didn't just threaten me with bailiffs and courts, but a viable solution.  Two years later I now have one less debt hanging around my neck and feel a little bit better about my financial situation. It is nowhere near clear, but thank you @UnitedUtilities for treating me like a person and not just as a number on your balance book!"

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