Pay As U Go terms and conditions

Eligibility criteria

To be eligible for our Pay As You Go payment option you must have a fluctuating household income and be certain that you will be able to keep up to date with a flexible payment arrangement rather than a more structured arrangement.

You must also be up to date with your current bill and have no outstanding arrears from previous bills.

In addition to the above, you must also live at the address which is on your water bill.

For you to be eligible for our Pay As You Go arrangement you must have a mobile number saved to your water account. This is one of our digitally structured plans so we will request that you download and pay through our mobile app or via our website. Where this isn’t possible, alternative ways to pay will be shown on your payment schedule, these include the option to call our automated payment line on 0800 980 6050 or making payment via bank transfer.

If you stop making payments and do not meet your payment deadline you will be removed from Pay As You Go and your arrangement will be cancelled. You will receive notification of this via text message and will need to contact us to set up a more structured payment arrangement.

United Utilities’ decision in relation to a person’s eligibility for the scheme will be final. We also reserve the right to:

  • Amend the eligibility criteria and to suspend or cancel the scheme at any time; and
  • Close the scheme to new customers at any given time.
  • What happens once I’ve been accepted onto the scheme?

    Once you have been accepted for Pay As You Go you will received a payment schedule confirming the amounts needed to be paid and when they need to be paid by. You have the flexibility to make payments at whatever frequency you wish as long as the overall payment amount is paid by the due date on your schedule.

  • How will I pay my bill?

    The best way for you to pay is using our mobile app. Search ‘United Utilities’ to download from the App Store or Google Play. Alternatively you can make payments on our website at ‘My Account’. If you would prefer to contact us and pay over the phone instead you can. It’s really important that you keep to any agreed payment plan otherwise you will be removed from this arrangement.

  • What if I stop making payments?

    If you stop making payments you will be removed from Pay As You Go and your arrangement will be cancelled. Before we remove you we will send you payment reminders.

  • How long will I receive help?

    You will qualify for Pay As You Go until you decide to switch to a different payment option or until you stop making payments to match your schedule payment dates and are removed from the scheme.

  • What if my circumstances change?

    If your circumstances change you must contact us as the Pay As You Go option may not be the most beneficial arrangement for you. If you need to discuss this further please call us on 0800 072 6765.

  • What if I move home?

    Please let us know if you move home so we can update your details to make sure that this option is the most suitable payment arrangement for you. You will receive a new schedule in the post confirming how much you need to pay and by which date.