Close up. over the shoulder view of a woman at a laptop, with receipts and a calculator next to her.

We understand sometimes it can be difficult to pay for all your household bills. If you’re worried about paying your bills, or think you might need a little extra support, we are here to help – please let us know as soon as possible.

This page provides information on the additional support we offer, as well as links to independent debt advice.

For more information, download our flyer.

Help with paying your bills

If you’re worried about your finances, please contact us.

 

Received an estimated bill?

If your bill is based on an estimated meter reading, if you provide us with an accurate reading, we can update your bill right away and you’ll see your new balance. 

Billing on demand

Government help

The government can offer support to you if you are struggling. Their website lists the support you may be able to get. There’s information and advice on how to increase your income, as well as support for bills, housing and childcare costs online here.

Benefits calculator

Are you receiving all the benefits you’re entitled to?

Turn2us are a National charity who help people when times are tough. Use their Benefits Calculator to find out which welfare benefits you may be entitled to to maximise your income.

Benefits calculator

A baby sitting up holding a piggy bank.

Payment plans

If you let us know you are struggling to pay your bills, we may be able to look at a payment plan which can help you spread the cost of your bills, over flexible payment periods, such as weekly, fortnightly or monthly.

If you are in arrears, the payment plan will cover the cost of your arrears and your water usage.

If you would like to discuss payment plans, please contact us.

You can also fill in our Income and Expenditure form which helps us to set up payment plans with you, which are realistic and manageable for you.

Income and Expenditure form

WaterDirect

You may be able to arrange for your payments to be taken directly from your benefits under WaterDirect. This only applies if you are in arrears with your water bill.

If you receive income support, job seekers allowance, pension credits, or Income Related Employment and Support Allowance from the Department for Work and Pensions, you may be eligible.

Please contact the Department for Work and Pensions (DWP) for more details and make sure you let us know.

Breathing space

This is a way to pause payments if you need help getting back on your feet.

If you have had a change in certain personal circumstances that has had an unexpected negative impact on your income; such as illness, redundancy or bereavement, you may be eligible.

If you would like to benefit from Breathing Space, please Contact Us.

Get discounts on your bills with:

WaterSure

WaterSure is a scheme we operate, that is designed to cap water charges for vulnerable customers who use a lot of water.

You will be eligible for the WaterSure scheme if you:

  • receive Child Benefit for three or more children under 19 who live in your household; or
  • have someone in your household who has a medical condition that means they use a lot of water.

Find out more about eligibility by viewing our WaterSure fact sheet.

If you think you qualify and would like to apply, please download an application form here.

Aquacare Plus

This tariff has a higher annual standing charge while the charge per cubic metre is lower than the standard rate.

If you live in the Anglian Water region and are in receipt of certain state benefits, you could be eligible for lower water charges on the Aquacare Plus scheme.

Find out about the eligibility criteria by viewing our Aquacare Plus fact sheet.

If you think you qualify and would like to apply, please contact us.

Aquacare Application Form

Other ways we can support you

An elderly man in a wheelchair, with a black dog laying on his lap.

Priority Services Register

If you are of State Pension age, are disabled or have a long-term illness, and you feel you need a little extra help, we can add you to our Priority Services Register. We provide a range of services to support customers identified as vulnerable, including customers who:

  • Are blind or partially sighted
  • Are deaf or hard of hearing
  • Have disabilities
  • Have a child under the age of five living with you
  • Are in financial difficulties

To find out more, visit our Priority Services Register page, have a look at our Priority Services Register factsheet or phone us on 02920 028711.

Looking for independent advice?

You can always talk to us about your finances, but if you would like free, independent and confidential help, these organisations will be able to help:

Organisation Contact details
Step Change Free, independent debt advice.
0800 138 1111
www.stepchange.org
Citizens Advice General money, legal and consumer support.
03444 111 444
www.citizensadvice.org.uk
Money Advice Service For debt advice and tools for managing budgets.
0800 138 7777
www.moneyadviceservice.org.uk
National Debtline Provides free help and advice on dealing with debt.
0808 808 4000
www.nationaldebtline.org
Turn2us www.turn2us.org.uk
Mind 0300 123 3393

http://www.mind.org.uk

Samaritans 116 123

http://www.samaritans.org

Christians Against Poverty 0800 328 0006

http://www.capuk.org

Money and Mental Health Advice http://www.mentalhealthandmoneyadvice.org
Organisation Contact details
Step Change Free, independent debt advice.
0800 138 1111
www.stepchange.org
Citizens Advice General money, legal and consumer support.
03444 111 444
www.citizensadvice.org.uk
Money Advice Service For debt advice and tools for managing budgets.
0800 138 7777
www.moneyadviceservice.org.uk
National Debtline Provides free help and advice on dealing with debt.
0808 808 4000
www.nationaldebtline.org
Turn2us www.turn2us.org.uk
Mind 0300 123 3393

http://www.mind.org.uk

Samaritans 116 123

http://www.samaritans.org

Christians Against Poverty 0800 328 0006

http://www.capuk.org

Money and Mental Health Advice http://www.mentalhealthandmoneyadvice.org

Code of practice on debt

Our Code of Practice on Debt for domestic customers provides lots of information on how we can help and advice on the steps you can take.

You can view our Code of Practice on Debt here.