What if I can't pay my bill?

Water Direct – Jobcentre Plus may pay us directly from your benefits

If you're claiming Income Support, Income-Based Job Seeker's Allowance, Employment Support Allowance Universal Credit or Pension Credit, Jobcentre Plus may consider paying us directly out of your benefits.

If you have at least £50 arrears, Jobcentre Plus will take a fixed amount from your benefits to cover what you owe in arrears and your current charges.

If you're unsure what benefits you're entitled to, you can get an online benefits check on the StepChange Debt Charity website.

What you'll need to apply online

Before completing the application form please make sure you have the following information available:

• Your customer number
• Details of your income and expenditure
• National Insurance number
• Your name and address
• Preferred method of contact.

The Financial Assistance application form takes around 20–30 minutes to complete.

NewStart – debt support

NewStart can help you pay off your water bill debt.

You might qualify for NewStart if you currently owe us money and haven’t made a payment for a while.

What you'll need to apply online

Before completing the application form please make sure you have the following information available:

• Your customer number
• Details of your income and expenditure
• National Insurance number
• Your name and address
• Preferred method of contact.

The Financial Assistance application form takes around 20–30 minutes to complete.

Essentials – provides a discount on your future bills

Our Essentials Tariff is designed to help customers who are struggling to pay their water services charges. It provides a discount of at least 45% on future bills and a low income pensioner discount.

If you receive your water and wastewater supply from us, you’ll qualify for our Essentials tariff if:

• your household income is less than £22,020 (excluding Disability Living Allowance, Attendance Allowance or Personal Independence Payments) and you have savings of less than £16,000
• someone in your household receives pension credits.

If you qualify, we’ll discount the amount we charge you for services – this will be between 45% and 90% depending on your income.

If you qualify through pension credit, you'll be entitled to 45% reduced water rates.

If you qualify for our Essentials tariff but you receive your water supply from another company and your wastewater services from us, we’ll provide you with a 45% discount on your wastewater charges.

You may be able to apply for your water supply company’s financial assistance tariff for a discount on your water bill.

To help us establish whether you qualify for the tariff, you must provide us with information about your household income, housing costs, and the number of people living in your home.

If you qualify, help with your charges will start from the date you applied for our Essentials tariff. After 12 months we'll contact you to review your circumstances, and to decide whether the Essentials Tariff should continue for a further 12 months.

What you'll need to apply online

Before completing the application form please make sure you have the following information available:

• Your customer number
• Details of your income and expenditure
• National Insurance number
• Your name and address
• Preferred method of contact.

The Financial Assistance application form takes around 20–30 minutes to complete.