What if I’m in arrears and I already owe money?
We know that being in debt can be stressful, but we’re here to help and support our customers. If you are in arrears with your account and owe us money, you can call our dedicated collections team who will be able to discuss a payment plan to suit your needs. Call us for free on 0800 027 0363 (Monday to Friday, 9am to 5pm).
If you have been contacted by a Debt Collection Agency the best thing to do is to respond to them by the contact methods in the letter. Their friendly advisors will be on hand to work with you and help support you to get you back on track. If you think your account has incorrectly been sent to a debt collection agency, please call us free on 0800 027 0363 (Monday to Friday, 9am to 5pm).
If you're struggling to pay your bill or have wider financial difficulties, your nearest Citizens Advice and StepChange Debt Charity offer free and confidential help and advice.
Am I eligible for a discount on my bills?
You may be eligible for a discount if any of the following circumstances applies to you:
- Your household income is low
- Someone 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
Expand the payment schemes and tariffs below to see if one matches your situation.
We know it can be tough, so we really want to help if you’re struggling to pay your bill. You could be entitled to one of our payment schemes.
How to apply
If you think you could be eligible for one of the schemes above, you can:
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 application form takes around 20–30 minutes to complete.
Financial Assistance form