Water Bill Help: Discounts and Support for Low-Income Households

Water bills can really sting when money is tight. The good news is that water companies can’t cut off your supply for non-payment (unlike energy). The bad news is they can still add debt collection costs and report you to credit agencies, so it’s better to get ahead of it.

Social Tariffs

Every water company in England and Wales runs some kind of reduced tariff for customers who are struggling. The names are all different - WaterHelp, Big Difference, Lite, Support Plus - but the basic idea is the same: if your household income is low enough, they’ll cut your bill. Often by 50% or more.

To give you a sense, Severn Trent’s Big Difference scheme can knock up to 90% off. Thames Water’s WaterHelp offers up to 50%. Yorkshire Water’s Support Plus gives around 30%. The eligibility criteria vary too - some look at household income (usually a threshold around £16,000-£20,000), others require you to be on certain benefits.

We’d strongly recommend checking your specific company’s website, because the schemes change fairly regularly and we can’t list every one here.

WaterSure

This one’s specifically for metered customers in particular circumstances. If someone in your household has a medical condition that means they use extra water (kidney dialysis, certain skin conditions, that sort of thing), or if you’ve got three or more children under 19 at home, and you’re on a qualifying benefit - you might be eligible for WaterSure.

What it does is cap your bill at the average for your water company’s area. For families with high medical water needs, that can mean saving hundreds.

Payment Plans

If you can’t afford the full bill right now, your water company has to offer you a payment plan. That might mean spreading payments weekly or monthly instead of getting hit with a big half-yearly bill. It might mean temporarily reduced payments while you get back on your feet. Some companies will even allow a short payment break during a real crisis.

The important thing is to phone them before you fall behind. They’re genuinely much more helpful when you reach out first than when they’re chasing you.

If You’re Already in Debt

Owing money to your water company feels awful, but there are more options than you might think. Most companies will let you clear arrears over 12-24 months on top of your regular payments. Some have hardship funds that can write off debt entirely for people in genuine difficulty (though you’ll usually need to show you can keep up with ongoing bills).

A few companies run debt-matching schemes too - you pay £100 towards your arrears, they write off another £100. And if you’ve never been on a social tariff before, signing up for one sometimes triggers a fresh-start arrangement where old debt gets cleared.

The theme this guide explains the same: talk to them. They can’t disconnect you, so getting something is always better for them than getting nothing. Most have dedicated affordability teams whose whole job is sorting this stuff out.

Benefits and Water Bills

Being on benefits doesn’t automatically reduce your water bill, which catches people out. But it does usually qualify you for the support schemes we’ve mentioned above. Universal Credit, Pension Credit, Income Support, income-based JSA, income-related ESA, Housing Benefit, and Tax Credits below certain thresholds will all typically open the door to something.

Ring your water company and tell them what you’re receiving. They’ll let you know which schemes you qualify for.

Renting?

If you’re a tenant, your water bill is usually your responsibility (unless your tenancy agreement specifically says otherwise). That means you can apply for help in your own name, and you can request a meter if your landlord agrees on where it goes.

One thing worth knowing: if a landlord tries to make you pay a previous tenant’s water debt, you don’t have to. Just provide proof of when your tenancy started.

Priority Services

This isn’t about reducing your bill, but it’s worth mentioning. If you have additional needs - visual impairment, hearing difficulties, a medical condition, anything that makes managing bills harder - you can register for priority services. That gets you things like large-print bills, a password scheme for anyone visiting your home, advance warning of supply issues, and knock-and-wait services. Free to register.

What They Can and Can’t Do

Water companies cannot disconnect your supply. They can’t put you on a prepayment meter. They have to offer payment arrangements if you ask.

What they can do, though, is add debt collection costs, take you to court for a County Court Judgment, send bailiffs, and report the debt to credit reference agencies. None of that’s pleasant, and all of it’s avoidable if you get help early enough.

How to Apply for Help

Find your water company first (check your bill or use Ofwat’s postcode checker). Then look on their website for a “help paying” or “support” section. Calling them directly works too - explain your situation, and they’ll walk you through the options. You’ll likely need to provide some evidence: benefits statements, proof of income, medical documentation if it’s relevant.

If your application gets turned down, ask why. There might be a different scheme you qualify for, or you might be able to appeal.