Available financial support for water customers

What is available from water companies to reduce bills?

Customers not informed about help available for water bills

Today (10 June 2026) the National Audit Office (NAO) reported that 39% of eligible water customers are aware of social tariffs, meaning people on low incomes and in vulnerable circumstances could be missing out on support to help manage their bills and debt. Financial help for water, energy and broadband vulnerable customers

Money saving schemes for water

More than 1.96 million customers received financial help from social tariff schemes in 2024-25, according to the Consumer Council for Water (CCW) in England and Wales. This was a rise of 22% compared with the previous year. The latest CCW statistics show a possible bill reduction between £120 and £314 per year, with an average saving of £190.

1) If you are struggling with your water bill, first contact your company supplier. In England and Wales Ofwat expects suppliers to identify customers in payment difficulty and tell them about available assistance and measures such as social tariffs that could help. They can offer affordable repayment arrangements, such as payment breaks and flexible payments plans.

Under Ofwat guidelines, water companies must send you at least two prompts, including the bill, asking you to contact them before they can start debt recovery action.

2) Every water company has a social tariff scheme which can help reduce your bills if you’re on a low income. However, there is no standardisation of levels of support across the companies at all! They all vary with what they offer and to whom. Ofwat provides a list of all the water companies in England and Wales, so contact your supplier to see if you are eligible.

3) Water companies offer a variety of hardship funds, charitable trusts, debt-relief schemes or other financial assistance for customers struggling with water debt. Again, the support available varies between companies, so you will need to contact your company to determine what is available.

4) Unless you are in an area where water meters are compulsory, you can trial one for up to two years and swap back at any time within that period. You can also check the CCW water meter calculator.

Water industry guidance states that tenants with a minimum tenancy of six months can request a meter without requiring their landlord’s permission. However, recent tenancy reforms have changed how some tenancies are structured and the guidance has not been updated to reflect this. If you are a renter responsible for the water bill and your tenancy is not clear, you should contact your water company. if your tenancy is not clear.

5) WaterSure is a Government scheme that caps water bills for households in England and Wales who are struggling to pay. The criteria are strict. If you, or someone in your household, receives Universal Credit or Housing Benefit or Pension credit and you either receive child benefit for three or more children or use extra water because of a specific medical condition where you need to use extra water, you will be entitled to WaterSure.

The UK Government announced it will increase both the number of households eligible and the level of support following a Defra consultation to improve the Scheme that closed in September last year. Changes are expected to take place in 2027 in England. There are no plans for changes in Wales.

Help with complaining about your water supply

Each water company must follow the statutory guaranteed standards scheme which is a statutory scheme that provides compensation in the event of service failure. This post provides all the information you need if you have interruptions to your supply: Everything you need to know about your water supply.

Further general money help and debt advice and support

Check the Better Off Calculator. Put in your details and see the benefits to which you may be entitled.

You can also get debt advice from Citizens Advice, StepChange and National Debtline.

Go to Turn2Us who provide information and advice on what help is available including charities that will help you pay your bills.

Further help with utilities

See Available financial support for energy customers

See Available financial support for Broadband customers

Further help with complaining effectively about your water provider and more

For masses of information, tips, guidance, laws and regulations and templates to help you complain effectively GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Want to get better at complaining? See 101 Habits of an Effective Complainer

Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress

Purchase downloadable templates to gain redress

Templates for complaining about utilities

If, after hours of reading that little lot you still need help then please see How The Complaining Cow can complain for you!

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