Help paying your bill

This page provides information on the additional support and payment schemes we offer and advice for customers facing debt.

Our Priority Services Register

The Priority Services Register (PSR) is free to join. It helps utility companies like us look after customers who have health, access or extra communication needs and helps us tailor our services to support households who need extra help. (If you require additional help from us, you may also be entitled to more support from your gas and electricity suppliers, so contact them to find out more.)

Water Support Scheme

What is it?
A 50 per cent bill reduction that is funded through adding £6 to other customers’ annual bills.

Who is eligible?
You could be eligible for this scheme if your yearly gross household income is:

• Less than £16,480 before any deductions, if you do not live in a London borough; or
• Less than £20,111 before any deductions, if you do live in a London borough

  Disablement benefits are not included as income.

Breathing Space

What is it?
A way to pause payments if you need help getting back on your feet.

Who is eligible?
Customers who have had a change in certain personal circumstances that has had an unexpected negative impact on income; such as illness, redundancy or bereavement.

WaterSure

What is it?
A capped tariff for metered customers so you pay whichever bill is lower – the one based on your actual usage, or an average household bill.

Who is eligible?
Only applies if your property has a water meter and:

• Someone who lives there is on specified benefits or tax credits, and
• You have three or more dependent children under 19 living with you, or
• You or another person living with you suffers from a qualifying medical condition which means they use significantly more water