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What if I can't pay my bill?

We understand that times can be tough, so we're here to help with your water bill if you’re struggling to pay it. You could be eligible for one of our payment schemes and get up to 45% off your water bill.

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How can I apply for a discount on my water bill?

We’ve teamed up with Better off Calculator, a third-party Benefits Calculator, to help you identify any discounts you may be entitled to. Simply fill in the online application form which will ask questions about you, your household and income.

You may be eligible for a discount if any of the following applies to you: 

  • Your household income is low
  • Everyone in your home gets a means-tested benefit
  • You’ve got three or more children under 19 living at home
  • Someone living with you needs more water because of a medical condition
  • You haven’t made a payment to us for a while.

Before you start, have your customer number in hand and details of your income and expenditure, as well as your National Insurance number. Once you have completed our online application form, you may need to send us supporting evidence.

Spreading the cost of your bill

If you're struggling to pay and believe that spreading the cost will help, we can set up a payment plan for you.

Find out more

Apply for a payment scheme

We review all applications confidentially. We’ll let you know if you’ve been accepted or if we need more details. After applying, you can also do a benefits check to see if you're eligible for extra government support.

Essentials WaterSure Water Direct NewStart
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Essentials – provides a discount on your future bills

Our Essentials Tariff provides a discount of at least 45% on future water bills to those on a low income or if everyone in your household receives pensioner credits. 

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

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. 

Once you’re signed up, we’ll contact you every 12 months to review your circumstances, and to make sure the Essentials Tariff is still right for you.  

Start your online application

This form is provided by Policy in Practise on behalf of Southern Water for the purposes of calculating a potential discount on your water bill. We remain responsible for your personal data.

Apply now

WaterSure – caps your water bills if you have a water meter

Our WaterSure scheme caps your water bills if you have a water meter. You may be able to receive reduced water rates if you meet the criteria based on income, family size or medical condition.  

We can help by putting a limit on your charges for water and wastewater. The reduced charges for those on the WaterSure scheme are £702 (£281 for water only and £421 for wastewater only) from 1 April 2025 to 31 March 2026.

If your fresh water is supplied by another water company, please contact them directly for assistance. 

Start your online application

This form is provided by Policy in Practise on behalf of Southern Water for the purposes of calculating a potential discount on your water bill. We remain responsible for your personal data.

Apply now

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

Our Water Direct scheme offers support to those claiming Income Support, Income-Based Job Seeker's Allowance, Employment Support Allowance Universal Credit or Pension Credit.  

You may find it easier to manage your finances by having bill payments taken from your benefits payment automatically. If you are behind more than £50 on your payments, Jobcentre Plus can take a fixed amount directly from your benefits to go towards what you owe as well as your current charges.

This gives you peace of mind, knowing that your water bill is taken care of, and you can use the money in your account for something other than paying bills. 

Start your online application

This form is provided by Policy in Practise on behalf of Southern Water for the purposes of calculating a potential discount on your water bill. We remain responsible for your personal data.

Apply now

NewStart – debt support

If you’ve struggled to pay your water bill and find yourself in debt, our NewStart scheme can help pay it off with payment matching under an agreed plan. Each plan will be tailored to individual circumstances.  

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

Start your online application

This form is provided by Policy in Practise on behalf of Southern Water for the purposes of calculating a potential discount on your water bill. We remain responsible for your personal data.

Apply now

Our Hardship Fund

We’ve set up our Hardship Fund to provide additional assistance if you're are experiencing financial difficulty.

Other help

If you're struggling to pay your bills, your nearest Citizens Advice and StepChange Debt Charity offer free and confidential help and advice.

Worried about debts or have missed payments? There is free, confidential, and independent debt advice available. The Government-sponsored MoneyHelper can direct you to a debt adviser straight away by telephone or you can get support online. 

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Billing and account enquiries

If you have any billing and account enquiries, you can get in touch on this number. Calls are charged at local rates Monday to Friday, 8am–6pm. Closed on Saturdays, Sundays and Bank Holidays.

Call: 0330 303 0277
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