Help with water bills on a low income

Water bills tend to arrive twice a year or as a monthly direct debit that keeps rising, and for a household living on benefits, low wages or a small pension they can be one of the hardest bills to catch up on once arrears build. The reassuring part is that the UK has some of the strongest protections for water customers of any essential service, along with discount schemes many eligible people never claim.

This page explains those protections first, then the reduced tariffs, payment plans and charitable funds available, and only at the end looks at borrowing, which is rarely needed for a water bill.

Your supply cannot be cut off at home

In England and Wales, water companies are not allowed to disconnect the water supply to a household because of unpaid bills. They can still pursue the debt, add it to your credit file, pass it to collectors or take you to court, but your home will keep running water. Because of this, debt advisers usually treat water arrears in England and Wales as a non-priority debt, behind rent, council tax and energy.

Scotland works differently: domestic water and sewerage charges are collected by councils together with council tax, so arrears are pursued in the same way as council tax and should be treated as a priority. In Northern Ireland, households do not currently pay separate domestic water charges.

Social tariffs: a cheaper rate based on income

Every water company in England and Wales runs at least one social tariff for customers who would struggle to pay the full bill. The names, eligibility rules and size of the discount differ from company to company: some cap your bill, others take a percentage off, and some link eligibility to household income or to receiving particular benefits. Apply directly to the company that sends your bill; if you have separate suppliers for water and sewerage, ask both.

When you apply, you will usually be asked for:

• your customer reference number and the latest bill;
• proof of benefits or a statement of household income;
• the number of people living in the home;
• in some cases, a short income and expenditure form.

WaterSure and WaterSure Wales

If you have a water meter and receive certain means-tested benefits, you may qualify for a bill cap if you have three or more children under 19 living with you, or someone in the home has a medical condition that requires extra water use. The bill is then capped at an average level for your company, however much water you use.

Scotland: Council Tax Reduction

If you get Council Tax Reduction, you also receive a discount on your water and sewerage charges. Check your council tax bill to confirm it has been applied.

Water meters and other ways to lower the bill

For a single person or a couple in a large property billed on rateable value, switching to a meter can bring the bill down noticeably. Companies in England and Wales normally fit meters free on request, and you can usually switch back within a set period if the metered bill turns out higher. Ask your company for an estimate first. If a meter cannot be fitted, you may be offered an assessed charge instead.

Other steps worth taking:

• Report leaks on your side of the meter quickly; companies may offer a leak allowance for hidden leaks.
• Ask for free water-saving devices such as shower heads and cistern bags, which many companies provide.
• Join the company's Priority Services Register if someone in the home is disabled, elderly or seriously ill, so you get extra help during interruptions.
• Check the bill covers the right number of occupants and the right property.

If you are already in arrears

Contact the water company as soon as you can. Companies are expected to offer affordable payment plans, and many will spread arrears over a longer period, pause recovery while you get advice, or switch you to a social tariff at the same time. Some run payment-matching schemes that reduce or clear old arrears if you keep up regular payments for a period.

Charitable trusts run by water companies

Several water companies fund independent trusts that can write off water debt and sometimes help with other essential bills. Applications usually require help from a debt adviser, so ask Citizens Advice, StepChange or National Debtline to support you.

Paying through your benefits

If you receive Universal Credit or certain other benefits, arrears can be paid directly from your award through Third Party Deductions. This guarantees the bill is paid but reduces the money you receive, so make sure the amount is affordable.

If the water company is not treating you fairly, the Consumer Council for Water offers free, independent help in England and Wales. For an overview of every overdue household bill, see our page on dealing with overdue essential bills, and if several debts are piling up, read help with urgent debt repayments.

Help when the whole budget is the problem

If the water bill is just one of several you cannot pay, a full benefits check can reveal unclaimed income. Local council hardship schemes may help with essential costs, and grant search tools from charities such as Turn2us can identify further funds. Energy bills are often in arrears at the same time; our guide to help with electricity bills covers those protections.

Should you borrow to pay a water bill?

Almost never. Because domestic supply cannot be cut off in England and Wales, and because companies must offer payment plans and social tariffs, a loan is very rarely the best option. A payday loan or credit card cash advance would turn a manageable, interest-free arrear into an expensive debt. If you still need to borrow for something essential, a credit union will usually charge far less than high-cost lenders; compare the APR and total amount repayable before signing.

Be alert to scams: texts and emails claiming you are owed a water "refund" or that your supply will be cut off unless you pay immediately are common phishing attempts. Contact your water company using the number on a genuine bill.

Check-list

• Find your latest bill and customer reference.
• Ask your water company about its social tariff and, if metered, WaterSure.
• Request a meter estimate if you live alone or as a couple.
• Agree an affordable payment plan for any arrears.
• Ask a debt adviser about the company's charitable trust.
• Escalate to the Consumer Council for Water if you are treated unfairly.