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.

 

 

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 call us on 02920028711 or send us a contact form.

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 download an application form here.

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.

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.

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, have a look at our Priority Services Register factsheet or phone us on 02920 028711.