Customer assistance

You, or someone you know, may benefit from assistance with paying water bills or with accessing water or sewerage company services. This may be short-term or long-term and because of factors like age, disability, numeracy or digital literacy, significant life events or changes in wider society or economy.

The following sections provide an overview of some of the schemes that are available to help customers.

  • Your water company may offer special assistance  to help meet your particular need in the way that you receive your water and sewerage services
  • The WaterSure scheme is available for certain customers with a water meter. It allows them to have their bills capped.
  • If you are facing genuine financial difficulty, your water company may be able to offer you help with your water bill through a charitable trust.
  • Water Direct is a scheme run by the Department for Work and Pensions (DWP) where payment for water bills is deducted directly from benefits.

We understand that anyone can find themselves in a situation of vulnerability where they need extra help. So we encourage water companies to understand all their customers and their circumstances, and better tailor support. This approach is essential to good company performance and benefits everyone.

Our vulnerability section has more information about this area of our work.