Find the right support for you
Everyone needs a little help sometimes. Complete our online form and we'll help you find the support scheme that's right for you.
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)
Help managing your money
Access free independent support to help you tackle your debt, including useful tips to help you maintain a healthy credit score.
Low income support
Read real-life stories from customers on low incomes and discover how our affordability schemes have helped them reduce their water bills.
Help with your water arrears
Read how customers with water bill arrears accessed financial support, reduced their debt, and regained control of their finances.