What can I do if I can’t afford to pay my water bill?
Help is available, so please don’t ignore your bill, even if you can’t pay.
Contact your water company (and the sewerage company, if different) as soon as possible and ask to pay by instalments. There is no extra charge for this.
There are several different ways to pay:
- by instalments by Direct Debit if you have a current bank/building society account
- by payment card or booklet – these can be used at PayPoint outlets and enable you to make payments when you receive your pay, pension or benefit
- by standing order
- The Department for Work & Pensions (DWP) can pay an amount direct from your benefits*
* Under the Water Direct scheme, DWP can pay using your benefits if you are on certain means-tested benefits. The decision on this is made by the DWP – not by your water company – but the company can legally request direct payments on your behalf if you fall behind.
If you are on means-tested benefits and have a water meter, you may be eligible for Watersure, a tariff for customers with certain medical conditions or a large family, which may reduce the amount you have to pay. Watersure only applies to companies operating wholly or mainly in England, but the two companies operating in Wales have introduced equivalent tariffs.
Some companies offer special tariffs or assistance funds for customers in need. Also, some water companies operate a trust fund – it’s worth asking your company if they have one.
It’s important not to fall behind with your instalments, because your water company will ask for the full amount outstanding if you don’t keep to the arrangement.
For help with budgeting and other advice, contact Citizens Advice or a financial advice centre.