Consumer Issues: Problems paying your bill

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Having problems paying your bill?
Advice for household customers

You have to pay for your water and sewerage services. But we are aware that finding the money can be difficult for some people. If you find yourself in this situation, contact your water company as soon as possible. All companies offer a range of options to help you pay your bill. These include:

payment options – companies are required to offer a range of payment options and may be able to offer a payment option which is more suitable for you, for example by breaking down your bill into affordable amounts;

vulnerable groups scheme (WaterSure) – companies are required to offer a capped bill to qualifying low-income metered household customers;

charitable trust schemes – many companies offer trust funds or payment matching schemes to assist household customers who are in financial difficulties;

free meter option – if you do not have a water meter, you may be able to reduce your bill by having one installed. All companies offer meters free of charge to household customers;

third party deduction scheme (Water Direct) – if you are in arrears and on specified means-tested benefits, it may be possible for payments to be made directly from your benefits to the water company.

If you do not pay your bill or contact the company to discuss any difficulties you may be experiencing, your company will take action to recover the debt. This could take a number of forms, ranging from issuing you with a reminder notice, telephoning you or passing your debt to a debt recovery agent. As a last resort, the company can take you to court to recover the money you owe.

It is important that you contact your company as soon as you are aware that you may not be able to pay. Coming to an early arrangement with your company will remove the risk of further legal or court costs being added to your account, and make sure that your credit rating is not affected. Further details of companies' procedures can be found in their codes of practice on debt. Please contact your water company to request a free copy.

Companies are required to follow our guidelines on dealing with household customers in debt, so that they deal with you sensitively whilst being able to recover the money that is legally due to them.

The charges and bills section gives information on how your bills have been calculated, and how prices are set.

Having problems paying your bill

Other Information

Debt and disconnection figures 2006-07

(PDF - 120Kb)

Customers applying for help under the Vulnerable Group's Regulations - 2005-06 and 2006-07

Payment options

Charitable trusts and restart schemes

Free meter option

Problems paying your water bill when you are on benefit?

Vulnerable groups scheme (WaterSure)

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