First, the thing that matters most: you can't be cut off
Before anything else — breathe. Whatever your water company says about your debt, they cannot disconnect your supply.
Household water can't be disconnected for non-payment
Under the Water Industry Act 1999, water companies in England & Wales lost the power to cut off a home's water supply — or to fit a device that limits it — to force payment of a bill. Your water keeps flowing.
That doesn't make the debt disappear: a company can still pursue it in other ways, such as applying for a County Court Judgment. So don't ignore it. But because you'll never be left without water, it is always safe to contact them and ask for help — and the sooner you do, the more options you have.
Do this now
If you're behind on water or you can't afford the bill, the order below is the fastest route to breathing room. None of it costs anything.
Do this now — 4 steps
- Call your water company. Tell them you're struggling. Remember you can't be cut off, so it's always safe — and they can put help in place fast. Ask them to look at every scheme below.
- Ask for their social tariff and WaterSure. Every company runs a low-income social tariff, and a WaterSure bill cap if you're metered and on benefits with a large family or a medical water need.
- Sort out any arrears. If you owe money, ask to pay it straight from your benefits with WaterDirect, or apply to the company's charitable trust fund, which can clear all or part of the debt.
- Get free debt advice. Water is a priority debt. Ring StepChange 0800 138 1111, National Debtline 0808 808 4000 or Citizens Advice 0800 144 8848 — they'll build a budget, apply for trust funds and negotiate for you, for free.
Getting in touch early gives you the most protection — and your supply stays on either way.
Every real way to get help in 2026
Here's what's genuinely available right now in England & Wales, who it's for, and what it does:
| Help | Who it's for | What it does |
|---|
| WaterSure | Metered, on benefits, large family or medical water need | Caps your bill at roughly the company's average — so heavy essential use isn't penalised |
| Social tariff | Low-income households (every company has one) | Reduces your bill — discounts vary widely by company (roughly 15%–85% off, some cap the charge). Check yours via CCW |
| WaterDirect | On certain benefits with arrears over ~£50 | Pays your water debt straight from your benefit, plus ongoing use — stops further recovery action |
| Trust fund / hardship grant | Households with arrears and money problems | A charitable grant (you don't pay it back) that can clear all or part of the debt |
| Switch to a meter | Low-occupancy homes (more bedrooms than people) | A free meter can cut bills based on actual use; trial period to switch back |
| Leak allowance | Metered customers who've had a leak repaired | A credit for water lost through a leak you've fixed |
Not sure which fits? Your water company can check several at once, and the Consumer Council for Water (CCW) — the independent voice for water customers — lists every company's schemes and contact details in one place.
The bill cap: WaterSure
WaterSure is a national scheme that caps a metered household's water bill at about their water company's average bill, so a household that has to use a lot of water for essential reasons isn't punished for it. More than 260,000 households are on it, saving an average of around £325 a year.
To qualify you usually need all of these:
- A water meter (or to be waiting for one to be fitted);
- To receive a means-tested benefit — such as Universal Credit, Pension Credit, income-related ESA, income-based JSA, Housing Benefit or Tax Credits; and
- Either three or more children living at home who you get Child Benefit for, or someone in the household with a medical condition that means using a lot of extra water.
WaterSure is expanding from 2027
The government has confirmed WaterSure will be broadened from 2027 to include some disability benefits (such as Attendance Allowance, Disability Living Allowance and PIP), bringing in tens of thousands more low-income households. If you don't qualify today, it's worth checking again then.
Apply through your own water company — search "[your company] WaterSure". The exact cap is set by each company and changes each April.
The low-income discount: social tariffs
Every water company in England & Wales runs a social tariff — a reduced rate for customers on a low income. Around 2 million households are already on one, with bills cut by an average of about £190 (and a lot more for some).
The catch is that there's no single national scheme — the discount and who qualifies vary a lot by company:
- Reductions can range from around 15% up to 85% off your bill;
- Some companies cap your charge at a fixed maximum instead;
- Eligibility (income limits, benefits, household size) is set company by company — so you have to check your own supplier.
Check your own supplier — there's a postcode lottery
Because each company runs its own scheme, the help you can get depends on where you live. The quickest way to find your company's tariff and how to apply is the CCW "Help with bills" page, or just call your water company and ask: "Do you have a social tariff, and do I qualify?"
Welsh Water (HelpU) and most English companies have named schemes — you don't need to know the name to ask. If you're on a low income, always ask, even if you're not sure you'll qualify.
If you're behind: WaterDirect and trust funds
Already in arrears? Two routes can stop the debt growing — and one can wipe it out.
WaterDirect — pay arrears from your benefits
WaterDirect (a third-party deduction scheme designed with the DWP) lets a fixed amount come straight out of your benefit to pay your water company — covering both the arrears and your ongoing usage, so the debt doesn't keep building. You'll usually qualify if you owe more than around £50 and get a qualifying benefit such as Universal Credit, Pension Credit or income-related ESA/JSA.
While it's in place, the company normally stops other recovery action, and it doesn't affect your credit score. Ask your water company to set it up, or get a free debt adviser to arrange it — applications can take a few weeks.
Trust funds — a grant that clears the debt
Many water companies run a charitable trust fund that gives grants you don't pay back to clear all or part of your water arrears (some will even help with other priority debts). They're more likely to help if you're on a low income or benefits, have significant money problems, or have had a change of circumstances like job loss, illness or bereavement.
You'll usually need free debt advice first
Trust funds nearly always want you to have had free money advice and a budget done before they'll consider your application — they want to see the payments going forward are affordable. So step one is the same as for any priority debt: get free debt help. An adviser can also fill in the trust application with you.
Cut the bill for good: meter, leaks and low use
Beyond hardship help, you can lower the bill itself.
Switch to a meter (it's often cheaper, and free to fit)
If you're unmetered, your bill is based on your home's old rateable value, not what you actually use. As a rule of thumb, if there are more bedrooms than people in your home, a meter is likely to save you money. You have the right to a meter free of charge (unless it's genuinely impractical to fit), and most companies let you switch back within a trial period (commonly 12–24 months) if it ends up costing more. If a meter can't be fitted, you may be offered an assessed charge based on typical use — and people living alone can often ask for a single-occupier rate.
Claim a leak allowance
If you're metered and you've had a leak on your supply pipe, your company can credit your bill for the extra water lost — a leak allowance. You normally have to get the leak repaired first (often within around 30 days), and the credit is based on the difference from your usual usage. Ask your company how to claim — it's worth doing, as a hidden leak can add a lot to a metered bill.
If you live in Scotland or Northern Ireland
Water is devolved, so this guide's schemes (WaterSure, English/Welsh social tariffs) are for England & Wales. Elsewhere it works differently:
Scotland — paid with your council tax
In Scotland, water and waste-water charges are collected with your council tax by your local council on behalf of Scottish Water, based on your council tax band. If you get Council Tax Reduction, you may automatically get up to a 35% reduction on your water and waste-water charges through the Water Charges Reduction Scheme — your council applies it for you, no separate claim needed. (Note: households with 100% Council Tax Reduction still pay the water charges.)
Northern Ireland — households aren't separately billed
In Northern Ireland, domestic customers are not currently charged separately for household water and sewerage (NI Water is funded differently), so there's no household water bill to get help with in the same way.
What else you might be owed
A high water bill rarely turns up on its own. If money's tight, it's worth a wider check — you may be missing benefits, grants or other bill help.
- Help with energy bills — supplier hardship grants, the free Priority Services Register, your right to an affordable payment plan and the Warm Home Discount.
- Check my benefits — a quick scan of what your household may be entitled to (many social tariffs and WaterSure depend on you being on a benefit).
- What am I missing? — looks across benefits, grants and refunds for money you may be owed.
- Free debt help — if water is one of several debts, an adviser can prioritise them and apply for trust funds for you.