United Utilities - Difficulty paying your bill

How we can help

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 but as you can imagine we are experiencing very high call volumes.

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.

WaterSure

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.

Payment break

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.

Trust fund

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.

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.

Back on track

If you're receiving benefits or tax credits and are either in arrears with your water charges, or your income has been affected by COVID-19, we can reduce your water bills.

Help to pay

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.

Our customers' stories

People just like you have received support to help them out of debt. Here’s just some of the ways we’ve given our customers a helping hand.