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Financial support with your bills

If you’re having difficulties paying your water bill, please let us know. We really don’t want you to worry about your bill and we have lots of ways we can make your payments more affordable. We’ve included details below about the financial support schemes we have available.

Back on track

If you’re finding it difficult to pay your bill and you’re either receiving benefits or on a low income following a recent change in financial circumstances, we can help.

Bill cap – WaterSure and WaterSure Plus

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 caps your annual bill, regardless of how much water you use.

Low Income Water Discount

Our Low Income Water Discount provides an annual discount for customers with a low household income to help make their water bills more affordable.

Debt support – Payment Matching

If you need debt support, our Payment Matching scheme means that for every £1 you pay, we'll match it with £1 too, with our contribution increasing to £2 if you continue to make payments until your debt is cleared.

Financial Hardship Trust Fund

Through the United Utilities Trust Fund – If you’re in real financial hardship, you could qualify for a one off payment to help clear your debts and start a fresh

Switching to Universal Credit?

We can help with your water bill payments when transferring to Universal Credit.

Payment break

There can be times when it’s a struggle to make ends meet. This is often due to losing your job, not being able to work because of illness or you need to pay out for an unexpected household emergency.

Payments that fit around your life…with PayAsUGo

Not everyone is lucky enough to be paid regularly. Some people would rather have more control over the amounts they pay and when, so it better reflects their particular circumstances.

Find the support that's right for you

Everyone needs a little help sometimes and we offer lots of different support options to those struggling with their bills. Click the button below and we'll make sure you're on the best support scheme for you.

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Visit the Hardship Hub for details on support services offered by organisations across the North West.

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You might also want to look at...

Free Independent Advice

Information for organisations that can help you get out of debt.

How we have helped others

Read about how we have helped people like you

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Important Notice

Cold Weather

Due to the freezing weather conditions across the region a number of our customers are experiencing no water or reduced pressure, caused by frozen pipes in their home. There are a few things you can do to check if you have frozen pipes. If you are unable to complete these checks please reach out to your family, friends or neighbours to see if they can help:

  1. If there are no local issues check with your neighbours. If they have water, you may have a frozen pipe in your property.
  2. Here’s what to do. Turn off your stop tap by turning it clockwise, it’s usually found under your kitchen sink, but can be in your garage or cellar.
  3. Once you’ve turned your stop tap off, turn on your cold tap in the kitchen
  4. If you have no water, this could be due to a frozen pipe somewhere in your home. This may be the pipe which comes into your home near to where your stop tap is located.
  5. Carefully thaw the pipe using a warm towel, or if safe to do so a hairdryer in short bursts, ensuring you keep well away from water. If you can get water from a neighbour you could try a hot water bottle too. This could take a while, depending on how frozen and big your pipes are.
  6. Switch your stop tap back on to see if the water is running.

You can find more information at www.unitedutilities.com/frozenpipes.

If you have followed all of the advice provided and still want to talk to us, please give us a call. As we are experiencing really high call volumes at the moment, please bear with us as wait times will be longer than usual. 

Due to the freezing weather conditions across the region a number of our customers are experiencing no water or reduced pressure, caused by frozen pipes in their home. For more help and advice if you have a frozen pipe head to www.unitedutilities.com/frozenpipes.

Cold Weather

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