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Payment Matching explained

Our Payment Matching Scheme helps those customers who have built up water bill arrears from previous years and are struggling to clear the debt on their own. 

The scheme works by rewarding customers for making regular payments towards their outstanding balance. For every payment you make towards your water debt, we will match your payment pound for pound, helping to reduce what you owe more quickly. After two years, we will the increase our contribution to two pounds for every pound you pay towards clearing your arrears.  

    1. We'll review your circumstances 

      We will ask you to complete an affordability assessment, including details of your income, household expenses and debts. This helps us understand what you can realistically afford to pay.
    2. We'll agree an affordable payment plan 

      You'll need to pay your ongoing water charges and make a regular contribution towards your arrears. The payment amount will be based on your individual financial situation.  

    3. We'll match your payments 

      As you make the agreed payments, we will match your payments pound for pound, helping to reduce your debt more quickly. After two years, we’ll increase our contribution to two pounds for every pound you pay until your debt is cleared. 

  • You will qualify if you: 

    • Have outstanding water bill arrears. 
    • Are experiencing financial hardship or are on a low income. 
    • Can afford to pay your current water charges and make a contribution towards your debt. 
    • Complete an income and expenditure assessment. 
    • Commit to maintaining an agreed payment plan.  

    • Reduce your debt faster

      Every payment you make works harder because our matched payments help lower your balance more quickly. 
    • Affordable repayments

      Your payment plan is based on what you can realistically afford, helping you manage your finances with confidence. 
    • Clear your arrears

      Customers significantly reduce or completely clear their water debt through the scheme.  
    • Improved financial wellbeing

      Reducing debt can ease financial pressure, helping you regain control of your household budget and focus on the future. 

  • We understand that circumstances can change. If you're struggling to keep up with your agreed payments, it's important to contact us as soon as possible. 

    We'll always try to help and discuss the support options available. However, customers who repeatedly miss payments may no longer be eligible to remain on the scheme so it’s really important you get in touch if you are struggling with your payments.  

How do I apply?

You can call our friendly team on 0800 072 6765 or complete our online form to see if you're eligible for the scheme. If the Payment Matching Scheme isn't the right option for you, we'll discuss other forms of support that may be available. 

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What happens after the break

When you’re ready to start paying again, we’ll help you get back on track by spreading the missed payments over a longer period. This means:

  • Your repayments are more affordable and manageable
  • You can catch up gradually without falling into debt

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