Everyone’s circumstances are different, so we offer a range of ways to help. The support available will depend on your situation.
The examples below show how we may be able to help if you’re on a low income, your income has recently changed, or you’re struggling to keep up with your water bill payments. We’re here to help you find the support that’s right for you.
If you’re finding it difficult to pay your bill, please get in touch on 0800 072 6765. A quick conversation could make a real difference.
Aisha — Low‑Income Pensioner Living Alone
Aisha’s circumstances:
Living alone on Pension Credit, Aisha had never considered water bill support and was worried about rising household costs.How we helped:
After checking all schemes, Help to Pay was clearly the best match for customers on Pension Credit. She received over £600 off her bill, making a real difference to her fixed income.“kind, helpful, patient, polite, courteous in my request to help pay my bills when I became a pensioner.” (Customer, Merseyside)
Margaret — Large Family & High Water Usage
Margaret’s circumstances:
A growing family meant high water use and rising metered bills that she was struggling to manage.How we helped:
After exploring all suitable options, WaterSure stood out — designed for metered customers with high usage due to large families or health needs. With the bill cap, her payments dropped by more than half overnight.“I am happy with United Utilities. They have reduced my water bill by a lot.” (Customer, Cheshire)
Danny — Low Income & Concerned About Rising Bills
Danny’s circumstances:
Living on Universal Credit, Danny was anxious about headlines predicting increases in water bills.How we helped:
We reviewed all options and confirmed he qualified for the Low Income Water Discount, which automatically applies a £50 annual reduction. The discount reassured him that his payments would remain manageable.“kind and understanding” (Customer, Gtr Manchester)
Edward — Reduced Income After Injury
Edward’s circumstances:
After a serious fall at work, Edward had to reduce his hours, leaving him with a lower income and increasing worry about keeping up with water payments.How we helped:
We reviewed all our support schemes and found that Back on Track was the best fit for customers whose income has recently dropped. The scheme reduced his bill significantly, giving him stability while he focused on recovery."Customer service always kind and helpful, go above and beyond!” (Customer, Lancashire)
Sara — New Job Delayed, Short‑Term Income Shock
Sara’s circumstances:
A delayed job start date meant weeks with no income, putting her at risk of falling behind on bills for the first time.How we helped:
After checking her eligibility, our Payment Break scheme provided a three‑month pause in payments, giving her time to start work and set up a new plan to repay the missed months.“This break gave me breathing space when I needed it most.” (Customer, Cheshire)
Lauren — Switching to Universal Credit
Lauren’s circumstances:
Switching from Employment Support Allowance to Universal Credit left her with a long wait before her first UC payment, creating unexpected financial pressure.How we helped:
We assessed all available schemes and matched her to the UC Payment Break, giving her up to eight weeks’ breathing room and a manageable plan for missed payments."United Utilities were very helpful, provided useful information and have friendly staff." (Customer, Merseyside)
Lindsay — Over £1,000 in Arrears and Struggling
Lindsay’s circumstances:
Her family faced mounting bills and more than £1,000 in water arrears. She could only afford small payments and felt overwhelmed.How we helped:
Among all schemes, Payment Matching offered the most impactful support — matching her payments pound‑for‑pound in year one, and double in year two. Her arrears have already reduced by more than half, putting her on track to become debt‑free.“Luke was amazing. He changed my payment plan to an affordable one. He was very kind and reassuring throughout.” (Customer, Cumbria)
Imran — Severe Financial Hardship & Unmanageable Arrears
Imran’s circumstances:
After facing serious financial and emotional difficulties, Imran felt unable to clear his water arrears alone.How we helped:
Following a full review of all support schemes a referral to our independent Trust Fund was the most suitable. This grant cleared his outstanding balance and identified him for our Back on Track support tariff reducing his water bill moving forward to ensure long-term affordability.After a recent medical emergency…fall behind with a few bills. Today, I called to address the United Utilities debt. Andy was personable, polite, friendly, and above all helpful. He was compassionate and understanding about my circumstances, and was keen to make sure we could pay an affordable payback. His Customer Service skills were wonderful. (Customer, Lancashire)
Connor — Multiple Debts & Financial Stress
Connor’s circumstances:
Struggling with rent, bills, health issues, and missed payments, Connor felt overwhelmed and unsure where to turn.How we helped:
As Connor was struggling with multiple debts, we reviewed all support options and found that the Free Independent Money Advice service was the best fit for his needs. Through our trusted partners, Connor received help applying for benefits and securing a debt relief order - transforming his financial outlook.“Getting the right advice helped me take back control.” (Customer, Manchester)
We understand that reaching out isn’t always easy — but people like you are already getting help. There’s no pressure and no judgement. You can contact us in whatever way works best for you. Head over to our Contact Us page to explore the available options and choose the one that's right for you.
"Customer service at United Utilities is “A-Ok” - every time spoken to one of us on the phone, there have never been any issues" (Customer, Merseyside)
