Live Updates arrow
Account Login
search-button
menu-button menu-button-close
search-icon
Close
Accessibility tools

What if I can't pay my bill?

If you’re worried about paying your bill, we have a dedicated team who are here to help. They can support with reducing your bill, spreading the cost of payments and managing debt.

background

Am I eligible for a discount on my water bill?

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

  • Your household income is below £22,020.
  • Everyone in your home gets a means-tested benefit.
  • You’ve got three or more children under the age of 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.

What do I need to apply for financial support?

We’ve teamed up with Better off Calculator, a third-party benefits calculator, to help you identify any discounts you may be entitled to.

You’ll need your account number (you’ll find this on any bill from us and Your Account online), details of your income, and your National Insurance number. 

Once you have completed your online application form, we may ask you to send us supporting evidence.

Spreading the cost of your bill

Setting up a payment plan can make managing your water bill easier and more affordable. Instead of paying the full amount in one go, or every 6-months, you can spread the cost into smaller, regular instalments that fit your budget.

Set up a payment plan

Ways we can help

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
Drop Down

Essentials – provides a discount on your future bills

Our Essentials tariff provides a discount of at least 45% on future water bills to those with a household income of under £22.020, or if everyone in your household receives pension credits. 

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

What if I get my water supply and wastewater services from you?

If you qualify, we’re able to provide you with a 45% discount on your wastewater charges. You may be able to apply for a discount from your water supply company too.  

Once you’re signed up, we’ll be in touch at least once a year, to make sure you're still eligible for the Essentials tariff. If your circumstances change and you no longer qualify for the tariff, you must tell us straightaway.

Start your online application

This form is provided by Policy in Practice 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

You may be able to receive reduced water charges 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. From 1 April 2026 to 31 March 2027, the charge limit for those on the WaterSure scheme are:

  • £702 for both water and wastewater customers
  • £281 for water only customers
  • £421 for wastewater only customers

If your water is supplied by another water company, we recommend contacting them too for support.

Start your online application

This form is provided by Policy in Practice 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.  

Would you find it easier to manage your finances if bill payments are taken from your benefits payment automatically? 

If the answer is yes, and you owe more than £50 on your payments, Jobcentre Plus can take a fixed amount directly from your benefits to go towards what you owe.

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 Practice 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 – provides help if you’re in debt with us

If you’ve struggled to pay your water bill for long time, and find yourself in debt, our NewStart scheme can help pay it off.

It works by Southern Water matching the payments you make into your account under an agreed plan. Each plan under the scheme will be tailored to your own individual circumstances.  

You may qualify for the NewStart scheme if you currently owe us money, and you haven’t made a payment on your account for a long time.

Start your online application

This form is provided by Policy in Practice 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

Get in touch

Live Chat icon
Live Chat icon

Chat to us

Let our digital assistant or team members help you with your account, issues with your water supply or drains or exploring our website.

Start chat
An illustrated outline of two bank cards
An illustrated outline of two bank cards

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

Did you find the information you are looking for?

Thank you for your feedback. We’re glad you found this information useful!
We're sorry to hear that. Please tell us a bit more by ticking any of the boxes below that apply.
Page feedback form

Have you tried...

An illustrated outline of a heart shape hovering over an open hand An illustrated outline of a heart shape hovering over an open hand Extra help and support
Open hand icon Open hand icon Spreading the cost of your bill
An illustrated outline of a hand holding a bank card An illustrated outline of a hand holding a bank card How would you like to pay
Calculator Icon blue Calculator Icon white hover How we calculate your bill